Shelly Kramer

President and CEO of Kramer & Company and technology industry analyst, offering expertise on communications platforms, AI-driven contact centre capabilities and enterprise integrations.

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Jan 7, 2026 • 25min

The Webex Contact Center: 5 Capabilities You Won't Find Elsewhere - Cisco Webex

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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