CX Today The Webex Contact Center: 5 Capabilities You Won't Find Elsewhere - Cisco Webex
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Jan 7, 2026 Shelly Kramer, President and CEO of Kramer & Company, joins the discussion to explore Cisco Webex's Contact Center capabilities. They dive into innovative features like the Agent Experience Suite, which includes burnout detection and AI-powered assistance. Shelly reveals the significance of ThousandEyes for network observability, enhancing remote support. They also discuss Webex's seamless integrations with Salesforce and Microsoft, and how its proactive messaging capabilities empower customer outreach strategies.
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Agent AI Accelerates Accuracy
- Cisco's agent experience suite focuses on AI-assisted tools like auto-summaries and intent detection to speed interactions and reduce agent load.
- These features serve both agent well-being and improved customer experience by automating post-call processing and insights.
Agent Well‑Being As Operational Data
- Webex includes near-real-time agent well-being monitoring to detect burnout and prompt breaks or routing changes for stressed agents.
- Supervisor dashboards showing AI-human collaboration build trust and ease scaling of AI agents alongside humans.
Adopt Open Integration Standards
- Embrace open integrations like MCP to avoid lock-in and let multiple AI agents and enterprise apps interoperate easily.
- Use these integrations to expand footprint across CRM, ERP, and other enterprise workflows without rebuilding systems.