In the fast-paced world of customer experience, the stakes have never been higher. Customers are tired of repeating themselves, waiting endlessly, and navigating frustrating barriers just to be heard. Customers expect more – more personalization, more responsiveness, more understanding – and they expect it all delivered seamlessly, where they are, across any channel.
The Webex Customer Experience Solution portfolio is meeting this challenge head-on with AI-innovations that not only anticipate customer needs but also empower organizations to deliver always-on service, automate complex workflows, and create meaningful connections across the entire customer journey.
This year at Cisco Live US, we’re showcasing how these innovations are empowering businesses to go beyond being reactive to creating an automated, always-on front door using a mix of proactive communications and intelligent self-service to deliver meaningful interactions. From anticipating customer needs to automating complex workflows and using data-driven insights to continuously improve business outcomes, Webex is giving organizations the tools they need to delight customers at every touchpoint.
Great customer experience is no longer just about solving problems – it’s about creating thoughtful, effective, and human moments that turn customers into lifelong advocates. Join us to explore how Webex is leading the way in this customer experience transformation, using AI-powered solutions to help businesses exceed expectations, strengthen relationships, and thrive in a world where every interaction matters.
Webex AI Agent: Introducing pre-built templates for faster AI-powered customer service deployment
Creating and delivering remarkable customer experience with AI has never been easier. The Webex AI Agent powers personalized interactions across voice and digital channels. Building an AI agent within the design environment is equally impressive. While the process is already quite intuitive, we are enhancing the experience with the launch of prebuilt templates for common, industry-specific use cases.


Whether tracking a package or simply updating personal information, you can now quickly create a variety of AI agents with predetermined attributes ready for customization such as trained languages, autonomous or scripted modes, channels supported and common actions.
Not only will these templates improve speed to market, but they will also play a key role in establishing stakeholder buy-in, decision making and hands on demonstrations of how the Webex AI Agent can be utilized within their business and the associated value. Pre-built templates are planning to be generally available Q3 CY25.
Using AI technologies like large language models (LLMs) and Generative AI to deliver thoughtful, personalized, natural interactions across various channels, the Webex AI Agent can understand customer intents, make decisions, and resolve queries in real time. And speaking of LLMs, we are excited to announce increased flexibility in choosing which LLMs power your Webex AI Agents. You now can choose the engine that makes the most sense for your business.
We are seeing great early results across our customer base who have deployed the Webex AI Agent. Examples include:
- A large equipment rental customer is using Webex AI Agent to handle repetitive, high volume support issues resulting in a reduction of agent call escalations by 85%.
- Struggling with high wait times and abandonment rates on internal support calls, a US-based state-chartered bank enabled Webex AI Agent and saw an 8% reduction in call abandonment and a 22% reduction in average handle time.
- Australia’s largest community service provider is using autonomous voice agents to manage appointments, cancellations and rescheduling, resulting in 10% of call volume now being automated.
To provide more robust testing and observability are non-negotiable, we’ve partnered with three specialized third-party solution providers dedicated to ensuring the reliability and accountability of AI agents. Check out, Cekura, Coval, and Hamming on Webex AppHub to learn more about optimizing your Webex AI Agent deployment with powerful, fast, and flexible automated testing.
New features for Cisco AI Assistant: Real-time transcription and suggested responses.
The Cisco AI Assistant in Webex Contact Center equips agents with AI tools that offer automated guidance, context and summaries to improve customer interactions. AI Assistant is generally available with additional new features planned for later this year.
- Real-Time Transcription: Cisco AI Assistant will soon provide real-time, accurate and continuous transcription of live calls. Displaying real-time closed captioning within the agent desktop, agents will now able to understand all customer interactions clearly and accurately. What’s more, real-time transcription helps to empower agents through common communication challenges such as better understanding accents, complex discussions or fast speech. This feature will be available in Q2 CY25.
- Suggested Responses: Cisco AI Assistant will provide real-time, context-aware response suggestions during live chats and phone calls. By using customer context and important history to formulate the suggestions, agents become more accurate, more consistent and overall, more efficient. Surfacing the right information at the right time allows agents to spend less time finding the right answer and more time creating a positive experience for the customer. This feature is planned to be available in Q3 CY25.
“We’re using call summaries so that customers don’t have to repeat themselves if they drop or get transferred to another associate and Topic Analytics to see what our customers are calling about and to sort them by things that are more frequent. By using these things, we’ve been able to meet our SLAs at a much higher percentage, even on the busier days.”
– Cameron Mitchell, AVP, Telephony Services Manager at Umpqua Bank
Learn how Umpqua Bank enhanced Customer Service with AI here.
General availability of release 15 for Cisco Contact Center Enterprise.
We remain dedicated and committed to Contact Center Enterprise customers, reflecting our core belief of supporting our customers on their chosen platform, meeting them where they are, and moving at their pace of transformation. I’m excited to announce the general availability of Release 15 offering a refreshed platform, additional digital channel capabilities, scalability improvements, security and accessibility enhancements.
Additionally, this release also brings our exciting AI innovations to on-premises customers, enabling them to utilize Webex AI Agent and AI Assistant capabilities. These customers can now participate in customer trials taking advantage of these enhanced AI capabilities.
For those on-premises customers already actively using third-party virtual agents, Release 15 also allows for those agents and workflows to integrate with their existing Contact Center Enterprise solution, enabling smarter orchestration and better customer outcomes.
Enriching cloud contact center capabilities for administrators
Webex Campaign for Webex Contact Center
We’re excited to announce early access field trials for the new Webex Campaign feature that is integrated into Webex Contact Center. This powerful tool empowers contact center admins to effortlessly create proactive outbound campaigns—helping agents spend less time dialing and more time engaging with customers.
With support for preview, progressive, and predictive dialing modes, plus robust tools to define precise contact attempt strategies, Webex Campaign is built to elevate contact success rates and streamline campaign execution. General availability planned for Q2 CY25.

Epic Integration for Webex Contact Center
Following our announcement of the Epic© integration for Webex Contact Center, we are excited to announce that our application is now published in Epic as part of the Toolbox Program. This milestone further extends our native integrations with Epic, which also includes Webex Connect, Webex Instant Connect, and Webex Instant Calling, to enhance both the patient and agent experience.
The new Epic integration for Webex Contact Center empowers agents with a seamless, feature-rich communication platform integrated directly into the Epic Cheers/Hyperdrive user interface. Agents can efficiently manage conversations across the preferred channel directly within Epic, minimizing the need to switch between windows or tools, making it easier to engage with every patient. This integration will be generally available in Q3 CY25.

Role-Based Access Control (RBAC) with Resource Collections for Webex Contact Center
We’re redesigning the User Profiles experience in Control Hub with the introduction of Role-Based Access Controls (RBAC) for Webex Contact Center—offering one of the most flexible access control system on the market for multi-department contact centers.
With Resource Collections, admins can group contact center assets such as queues and business hours into reusable collections that can be assigned to multiple User Profiles. Admins can now assign granular access levels to specific resource types like queues and address books, and delegate access management to department-level admins and supervisors. Resource Collections will save admins significant time and effort by allowing the same assets to be included in multiple collections and reused across teams. Plan to be released Q4 CY25.
It’s time to rethink your customer experience strategy
The Webex Customer Experience portfolio of solutions aims to revolutionize customer experiences by delivering seamless, efficient, and personalized experiences that enhance satisfaction while improving contact center performance.
When implemented strategically, AI solutions can drive rapid cost savings, boost productivity, and improve efficiency, often achieving a return on investment (ROI) in just months. If you are ready to transform your customer experience in your enterprise, contact us to learn more.
If you are joining us in San Diego, stop by the World of Solutions to see all the Webex Customer Experience demos, including a fun ‘Build a Guitar of the Future’ experience which showcases the Webex AI Agent and Webex Connect in action. Attend our insightful keynotes and choose from a variety of sessions, to learn more about our products, technologies, and innovations.
Have a great event!
Many of the products and features mentioned are still in development and will be made available as they are finalized, subject to ongoing evolution in development and innovation. The timeline for their release is subject to change.
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