Cisco Webex gets more agentic AI for collaboration and contact centers

"Cisco announces major enhancements to its Webex Customer Experience portfolio, with new AI-driven tools for supervisors coming in 2026. The company is also introducing new collaboration features that enable AI agents and human agents to work together effectively. Cisco is expanding its ecosystem with deeper integrations. The collaboration with Salesforce enables the direct management of customer interactions within the CRM environment via Service Cloud Voice. The integration with Amazon Lex uses the same technology as Alexa to build conversational AI interfaces. This allows customers on AWS to develop virtual agents for handling incoming calls."

"For healthcare, there is an integration with Epic's electronic patient record software, enabling healthcare providers and contact center agents to offer personalized support. Cisco is working on a new approach to quality management in contact centers. The Webex AI Quality Management tool, available from early 2026, will provide supervisors with an integrated overview of both AI agents and human employees. The tool differs from traditional solutions by combining AI-supported scores, real-time insights, and personalized coaching."

Webex Customer Experience receives major AI-driven upgrades, including supervisor tools arriving in early 2026 and collaboration features for AI and human agents. Integrations expand to enable direct management of customer interactions in Salesforce Service Cloud Voice and the use of Amazon Lex to build conversational interfaces that let AWS customers create virtual call-handling agents. Healthcare integration with Epic enables personalized support by linking electronic patient records to contact center workflows. Webex AI Quality Management offers an integrated overview of AI and human performance by combining AI-supported scores, real-time insights, and personalized coaching. Connected Intelligence and new Cisco AI Assistant agentic capabilities automate routine workplace tasks.

Read at Techzine Global