The spirit of the AI revolution was palpable at WebexOne 2024 in South Florida this week. Thousands of Cisco customers and partners gathered at the seaside Diplomat Beach Resort – and thousands more joined virtually – to explore how AI is shaping our collective future in exciting and novel ways.
You could find Webex Integration Partners in the middle of the action, working the floor, and running demos as they connected with customers, Cisco experts, and industry observers. Be sure to check out the happenings at the Webex partner booth, as well as fresh additions to the Webex App Hub, below.
Inspiring keynotes
Jeetu Patel, Cisco’s Executive Vice President and Chief Product Officer, set the stage at this bustling event, describing the massive momentum behind AI that is driving a “seismic shift” in our industry and in our lives. As the AI revolution unfolds, expect a future that is “very agentic” – moving beyond just consuming information and automating tasks but changing workflows and reimagining jobs.
Cisco partners are helping reimagine both the customer and employee experience, Jeetu said. For example, every call that comes into a call center should not have call time, he said, “99% should be handled by a bot, but one that sounds like a human”. The crowd was later wowed by a demo of “Kate the AI Agent” running on Webex that was indistinguishable from a live person.
Next-gen workspaces
That’s just one example of the many AI-driven innovations showcased at WebexOne that are engineered to elevate the customer and employee experience, remove distance, and create smart workplaces. Among these products were the Cisco Ceiling Microphone Pro to capture high-quality voice from multiple speakers, and Workspace Designer, an interactive room configurator and design guide. AI is also built into Webex Control Hub to quickly diagnose and take action to fix any communications or collaboration issues.
One of our top Webex partners took center stage at the event as Jeetu sat down with Apple’s Mike Rockwell, the creator of Apple Vision Pro. The two talked about how Cisco is using Apple Vision Pro to create the next evolution of spatial collaboration. “Spatial imagery has a profound impact on you,” Mike said. “If you are calling remotely to a big conference room, the experience is astounding. It feels like you are there.”
The big AI picture
AI needs lots of data to thrive, according to Alexandr Wang, Founder and CEO of Scale AI, whose products powers advanced AI models. He joined Jeetu on stage to look at the barriers to unleashing AI potential – most notably data. The big picture for every enterprise, Alexandr told the audience is “figuring how you are going to harness your data to build something unique and only you can build.”
To cap off the first-day keynotes, Jeetu welcomed award-winning journalist Fareed Zakaria for an engaging fireside chat on global policy and how AI is revolutionizing the global landscape. Fareed noted that AI is still in its infancy, but like the computer and software revolution, it could take 10 years before we realize its productivity benefits. “I hope we find a way to use AI in a way that it can provide massive amounts of innovation in areas like technology and healthcare,” he said.
WebexOne AI Hub
New this year at WebexOne was the AI Hub, an interactive space where attendees engaged with Cisco’s latest AI and machine learning innovations alongside partner offerings. AWS and Scale showcased advanced AI models, Deloitte and Cloverhound highlighted AI adoption strategies, Glean and Narada displayed AI driven productivity solutions, Aisera and Uniphore focused on customer experience and Thrive showcased their agent wellness solutions.
The Webex integration with Glean was also announced in the day 1 keynote. The Webex partnership with Glean will elevate Webex’s intelligent workspace to the next level. Once available, this integration will enable joint customers to tap into their organization’s knowledge graph, making it easy to answer questions, summarize information, and find relevant documents within the AI Assistant for Webex.
Powerful Partnerships
At the booth, many customers inquired about the Webex integration with Epic Healthcare. Customers were eager to learn how Cisco is working with Epic Systems to complete a Toolbox designation for a Computer Telephony Integration (CTI) for Cheers CRM. This will enable healthcare providers to benefit from a streamlined, unified communication experience that significantly enhances patient engagement.
This CTI Toolbox designation complements Cisco’s existing integrations of Webex Connect and Instant Connect. This enhances the patient experience by providing easy access to telehealth services and real-time collaboration between healthcare providers, while also ensuring compliance with healthcare regulations and data privacy standards, offering peace of mind for both providers and patients.
Meanwhile over at the Webex Contact Center Agent Experience station, attendees had the opportunity to experience firsthand how Cisco’s new CRM connectors seamlessly integrate with leading CRM vendors like Salesforce, Microsoft Dynamics, and ServiceNow. These integrations create a seamless, high-quality communication platform that enhances customer interactions through superior voice quality and deep integration within the CRM. These integrations also underscore Cisco’s commitment to delivering robust, cohesive solutions that streamline operations and elevate the customer experience.
Webex Integration Partners
At the Webex App Hub Integrations booth, the team featured application experiences from Envoy, Google Chrome, Imagicle, LucidSpark, PitchHub, and Seismic.
Over at the Webex Contact center booth the application experiences delivered by the Amazon WorkSpaces Thin Client for Webex Contact Center got lots of interest from customers.
Many customers commented on how “Webex is committed to creating seamless integrations that enhance productivity and collaboration,” said Phil Bellanti, Senior Webex Developer Evangelist.
Latest Additions to the Webex App Hub
Since Cisco Live US, partners have continued to contribute new integrations and application experiences to Webex App Hub. These include:
Atea Systems Dashboards for WxCC real-time WxCC stats with Voice Queue, Agent, Email and Chat information.
Atea WxDW Contact Center Directory Widget allows fast searching across multiple directories with consultative and blind transfer options.
Boost.space is a data synchronization platform that allows users to connect to more than 2000+ third-party applications. You can analyze, manage, and automate your processes. Keep your data up-to-date and BOOST your work.
CC1 call archiving and validation service archives and validates calls recorded within Webex Calling, enhancing compliance, streamlining data management, and unlocking data-driven decision-making for regulated industries.
Chronus a purpose-driven development platform providing mentorship and ERG management solutions to connect, retain and grow talent.
ConnX Autoprovisioning for 3rd Party Phones is a web-based application that will allow a client’s Cisco Webex administrator or Cisco Control Hub administrator to provision Webex calling on a third-party, non-Cisco phone.
Consilium UniAgent for SDFC ServiceCloudVoice provides contact center agents with an intelligent single-screen interface that merges contact center platform functionality into multiple compatible CRM products.
Consilium UniAgent for Webex calling an intelligent single-screen interface that merges contact center platform functionality into multiple compatible CRM products.
Falkon SMS is a one-stop solution for all of your business texting.
Highspot meeting Intelligence allows enablement teams and sales managers to use real-world, external-facing meetings to gain coaching insights in sellers’ skills and expertise, and identify coaching opportunities.
Imagicle Agent Chat Console engages your customers on digital channels and manages chatbot escalations.
InteractionSync for Webex Contact Center allows customers to seamlessly incorporate WxCC within Dynamics 365.
ipvx get fast responses for the most frequent questions in Network, Security and Development fields.
Iristel Unite integrates Webex, offering advanced calling features, crystal-clear voice calls, messaging, and collaboration tools, empowering efficient business communication on the go.
Lucidspark Interactive Whiteboard for Cisco’s interactive devices brings the power of Lucid into physical meeting rooms.
Meeting Intelligence AI-enabled Meeting Intelligence for smarter team collaboration.
NV Desk for Webex Calling streamline Customer Service Operations and Elevate Business Potential with Modernized Case Management Solution for Webex Calling.
Pair Scheduler simplifies the management of Webex meetings. Automatically schedule Webex meetings for new events and easily cancel them as needed.
Placetel Contacts streamline your workflow with our app that integrates your organization contacts into Webex.
Seismic for Meetings powers better buyer experiences with a streamlined meeting workflow.
Simpleem is a behavior analysis AI tool to win B2B and B2C deals by qualifying leads 10X faster with accuracy above 90% and highlighting red flags and opportunities in conversation for your business success.
SurveySparrow share interactive surveys during your Webex meetings, gather valuable insights from participants, and make data-driven decisions in real time.
Textdock integrates SMS and MMS texting into Webex for seamless in app communication.
Theta Lake for Webex Calling long-term archiving, connector, eDiscovery, and AI-based supervision and security, including full analysis of Webex Calling Voice recordings & SMS.
Velocity by Customer Dynamics is an all-in-one outbound campaign, omni-channel and compliance solution for Webex Contact Center’s Dialer.
Visual IVR helps companies divert more support calls to visual self-service experiences that get customers to resolution quickly without relying on agents.
Learn more about these partners and many others on Webex App Hub or build your own application with Webex SDKs and APIs.
About The Author
