It’s been an extraordinary year of momentum and innovation for Webex Customer Experience solutions. Intelligence is everywhere, and AI is seamlessly woven into every interaction, powering a smarter, faster, and more personalized customer journey. As enterprises embrace and scale AI across their organizations, it’s clear that connected intelligence is now the driving force behind transformative customer experiences.
At Webex, we believe the future of customer experience is intelligent, intuitive, and deeply human. This belief shapes every innovation we build and deliver to the market. Our Agentic AI solutions are already making a significant impact by empowering agents, streamlining operations, and elevating customer satisfaction on a global scale.
At WebexOne 2025 in San Diego, we’re excited to unveil new advancements that embody our theme of “Intelligence, everywhere”, demonstrating our unwavering commitment to responsible AI and redefining what’s possible for businesses and their customers. The future of customer experience has arrived, and we are not simply witnessing it, we are building it.
Webex AI Agent momentum fueling transformative results
We are seeing great momentum and adoption with our Webex AI Agent for Webex Contact Center, which became generally available earlier this year. It is driving transformative results for our customers.
- CarShield, who set out to improve the speed and efficiency of claims processing with Webex AI Agent, has seen a 23% reduction in call handling time and a 66% gain in processing efficiency, nearly eliminating traditional 1-2 day processing delays.
- UnitingCare, one of the largest networks of social services providers in Australia, streamlined their approach to appointment handling with Webex AI Agent and proactive communications, reducing overall cost to serve while moving from 8am-5pm operations to 24×7.
- After facing average wait times of 9-10 minutes and high call abandonment, BancFirst deployed a Webex AI Agent to streamline internal support. As a result, abandoned calls dropped by 10%, and employees now get their issues resolved 3 minutes faster on average.
But, we are not sitting on our laurels. Today, I am excited to announce new innovations to help you deliver exceptional customer service.
New Innovations for Webex AI Agent
Continued voice enhancements
Robotic AI interactions are a thing of the past. As the global conversational AI market grows rapidly, organizations turn to autonomous AI Agents to improve customer satisfaction and operational efficiency. We are focused on delivering industry-leading, human-like conversational AI experiences, where our AI Agents listen, speak, sound and behave as naturally as a human. Our latest improvements to our voice experience include:
- Improved Response Time: Reduced latency means conversations flow effortlessly, without awkward pauses.
- Intelligent Turn Prediction: Our AI Agents know when you are done speaking, keeping the conversation flowing naturally, powered by our own turn detection model.
- Improved Barge-In: Customers can interrupt or redirect the AI Agent at any time, just like in a real conversation.
These enhancements address key pain points for businesses that demand natural, frictionless customer interactions. Generally available now.
“Our pilot clients, aged 66–91, love interacting with our Webex AI Agent Jeanie — no waiting, they can call when it suits them, personalised natural conversations, and a strong willingness to use AI rating. Leadership is amazed with the experience and with the test results. Support is strong throughout the whole organisation as we bring this innovation to production.”
— Craig Mendel, Sr Manager, IT Customer Experience, UnitingCare
Multi-lingual support for AI Agents
Breaking down language barriers is critical for global businesses. Our multi-lingual AI agent will enable seamless communication with callers in their preferred language. With unparalleled linguistic accuracy and contextual understanding across over 50 diverse languages, moving beyond simple translation to truly grasp cultural nuances ensuring a more human-like, efficient, and consistent experience for end-users. All 50+ languages will be available in beta in Q4 CY25.
Adaptive, scalable network of agents
Build autonomous and interoperable agents leveraging A2A/MCP industry frameworks accessible directly within Studio.
Complex problems require sophisticated solutions. The next evolution of the Webex AI Agent now features access to Agent2Agent Collaboration (A2A) and Model Context Protocol (MCP) interoperability. These advancements empower businesses to create highly sophisticated AI agents designed to address complex issues and resolve customer inquiries with unprecedented ease and speed. Webex AI Agent can now securely orchestrate collaboration among multiple specialized AI agents, sharing data, context and workflows to resolve tasks with greater speed and accuracy.
By uniting A2A and MCP, Webex is pioneering a new era of Agentic AI, where AI agents have access to data and systems as well as working togethering with specialized agents. These capabilities deliver instant, personalized resolutions – eliminating silos, reducing wait times, and dramatically enhancing both operational efficiency and customer satisfaction. Multi-Agent Design Pattern and MCP Support will be generally available early 2026.
“CarShield’s Pre-Call Screening AI Agent now contains 66% of calls without human intervention. Real-time AI claims processing has also eliminated traditional 24-48 hour delays, delivering a 90% reduction in onboarding time for powertrain claims and ensuring instant resolutions.”
— Steve Proetz, Founder, President & COO, CarShield
Empowering Human Agents and Supervisors with AI-Driven Intelligence
While AI agents handle routine tasks, our commitment to human agents and supervisors remains paramount. We’re leveraging AI to augment their capabilities, providing real-time insights, automated assistance, and tools that enhance productivity, improve interaction quality, and ultimately, deliver richer customer experiences.
Today, we are excited to share a new AI capability that will redefine how contact centers operate and excel. For years, quality management has been a cornerstone of customer service, but it’s also been a source of significant challenges. Traditionally, only a tiny fraction of interactions are reviewed, leading to slow feedback and inconsistent performance. We believe we’re changing that.
Transforming CX with native AI Quality Management
Webex AI Quality Management is turning manual, time-consuming quality management into an intelligent, automated process. With our new AI-powered, native, modern, and holistic solution, 100% of conversations across both human and AI agents can be evaluated in near real-time, eliminating bias and enabling supervisors to focus on strategic coaching rather than manual analysis.
Our solution will provide:
- Unified AI agent and Human agent monitoring
- Instant and actionable insights across all channels
- Enhanced real-time performance and coaching that focus on continuous improvement
With smarter insights and proactive guidance, supervisors and quality managers will now be able to elevate team performance and Customer Experience. The beta trials will be available Q4 CY25, with general availability early next year.
Cisco AI Assistant in Contact Center
AI is central to our ongoing investments in empowering human agents and equipping supervisors with the tools they need to drive better performance. This year, we’ve delivered a host of innovative features within Cisco AI Assistant for Webex Contact Center, and today I’m excited to announce several new capabilities:
- Suggested Responses: Delivers real-time, contextual guidance to agents, helping them respond more efficiently. Now generally available.
- Wrap-up Summaries: Automatically generates concise summaries of each interaction, significantly reducing after-call work for agents. Generally available in Q4 CY25.
- Mid-call Summary: Provides instant context during consults and transfers, streamlining the hand-off process. Generally available in Q4 CY25.
- Enhanced Multi-lingual Support: The AI Assistant will soon be available in over 50+ languages, including support for transcription, summaries, and other AI-powered features-enabling seamless collaboration for a truly global workforce. Available in beta in Q4 CY25.
“Webex Contact Center has truly transformed our CX journey. AI-powered Topic Analytics has been tremendous for us, allowing us to dive deeper and know exactly what a customer is doing, their behavior, and how long it took to serve them. Our AI agent, Mojo, is doing a lot of good things in production, with more people selecting to try it than anticipated, leading to proactive engagement, higher CSAT, and a better customer experience overall.”
— Patrick Cornish, Senior Network Engineer, BancFirst
Webex deepens ecosystem partnerships with Salesforce, Amazon and Epic
At Webex, we know great customer experiences are built on open, flexible platforms that work seamlessly across existing business systems. That’s why we’re continuing to invest in strategic ecosystem partnerships that bring our technology to the tools and environments our customers use every day.
We’re thrilled to announce an expanded partnership between Webex and Salesforce for Bring Your Own Channel (BYOC) for CCaaS. The integration of Webex Contact Center with Salesforce powers a native CCaaS and CRM solution that enables businesses to orchestrate customer experience with Webex and Salesforce CRM data, while empowering service teams to deliver seamless customer experiences from a familiar Salesforce workspace.
With Webex Contact Center embedded natively in the Salesforce agent console, businesses get a 360° view of every customer across all channels, tap into AI to scale service and benefit from cloud-based omnichannel contact center capabilities:
- Native digital and voice channels: Engage customers across voice, web chat, and SMS with AI-powered self-service and smooth escalation to live agents.
- Omnichannel routing: Match each customer to the best agent using Salesforce records, improving efficiency and first contact resolution.
- Real-time AI assistance: Equip agents with AI-powered assistance that helps them to meet their KPIs for customer satisfaction and performance, leveraging Cisco AI Assistant and Agentforce.
- Integrated reporting and analytics: Unlock actionable insights by combining CRM and customer service data for smarter forecasting, scheduling, and quality management.
Businesses using AWS (Amazon Web Services) can integrate a self-managed Amazon Lex virtual agent with Webex Contact Center and Contact Center Enterprise for a seamless, flexible, AI-powered experience. This integration is now generally available.
Additionally, the Webex Contact Center integration with Epic’s electronic health record (EHR) software enhances the ability of care providers and contact center agents to offer tailored and compassionate support within Epic. Generally available now.
Learn more about our Epic integration and unified agent console by watching our recent LinkedIn Live.
Expanding Global presence in India & Kingdom of Saudi Arabia and new Route to Market (RTM)
Cisco is accelerating the expansion of the Webex ecosystem by bringing Webex Contact Center solutions to new markets. These locally hosted solutions deliver advanced AI features, seamless digital integration, and enhanced compliance support—improving call quality, reducing latency, and ensuring secure, reliable customer experiences for Indian and multinational organizations.
- Enabling local hosting in India, Cisco will launch a new dedicated data center in Mumbai. This strategic investment ensures compliance, improved performance, and access to advanced cloud contact center services for our growing customer base in India. Coming in Q2 CY26.
- Cisco will further extend the reach of our Customer Experience solutions to Kingdom of Saudi Arabia, with availability of Webex Contact Center following the launch of AWS’s new local data center.
Cisco will also introduce Webex Contact Center through the Wholesale Route to Market (RTM), empowering service providers to deliver a robust cloud based CX suite with speed, flexibility, and scalability to their customer base. Early availability field trials for select partners will begin in Q1 CY26.
Unleashing new AI innovations to drive the Future of Customer Experience
The announcements at WebexOne 2025 underscore Cisco’s unwavering commitment to innovation in customer experience. We are not just adding AI features, we are fundamentally reimagining how businesses interact with their customers, how agents/supervisors are empowered, and how operations are optimized. These advancements, particularly in AI Agent capabilities and AI-driven agent assistance, are designed to deliver tangible benefits: increased efficiency, improved customer satisfaction, and a more engaged workforce. Join us on this exciting journey as we continue to build the intelligent, connected, and deeply human customer experiences of tomorrow.
For the full list of Webex innovations, including the general availability of Webex Campaign Management, improved RBAC provisioning and more, check out our What’s New page.
If you are joining us in San Diego, stop by our Showcase to see all the Webex Customer Experience demos, including our fun ‘Quiet Cube’ activation which showcases the Webex voice AI Agent in action and don’t forget to order a coffee or a drink from the Webex Cafe using our voice or digital AI Barista. Attend our insightful day 1 and 2 keynotes and choose from a variety of breakout and quick take sessions or attend our training program to learn more about our products, technologies, and innovations. Enjoy this 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.
Resources
Cisco unveils advanced AI-powered Webex Contact Center Solutions and Industry Integrations
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