Cisco’s Agentic AI: The Future of Contact Centers

As someone who has spent hours waiting in contact center queues, I’m excited to see how Cisco is rewriting the CX playbook with agentic AI. At Enterprise Connect 2025, Senior Editor Charlie sits down with Vinod from Cisco to dive into how Webex is embedding AI into the very fabric of customer experience.

Vinod explains that agentic AI isn’t a bolt-on feature but part of a holistic strategy, starting with infrastructure and observability, then moving up through mission-critical applications. The highlight? The launch of Webex AI Agent, capable of bidirectional, human-like conversations that connect to back-end systems, trigger workflows, and resolve actions such as appointment reschedules or refunds—all without human intervention.

Cisco also showcases the AI Assistant, designed to reduce average handling time, improve first contact resolution, and give agents suggested responses so they can focus on what matters most: the customer. And with CPaaS and CCaaS integration, proactive AI agents can turn one-way messages into intelligent conversations.