Standing in the sunshine outside the Marriott Marquis on San Diego Marina, with palm trees swaying and thousands of attendees weaving through the conference center in search of their next big session, one thing became clear at this year’s WebexOne: AI isn’t just helping anymore; it’s starting to think for itself.
For CX leaders, that means a new generation of agentic AI—intelligent systems that don’t just assist employees but anticipate customer needs and take meaningful action. Welcome to the age of Connected Intelligence.
1) Webex AI Quality Management: One Console for Human and AI Performance
Cisco unveiled Webex AI Quality Management (QM), a supervisor tool that unifies coaching and improvement across both human agents and AI agents in a single platform. It combines AI-assisted scoring, real-time insights, and personalized coaching for humans with actionable recommendations and optimization for AI agents—all natively in Webex Contact Center. Planned GA: Q1 2026.
Why it matters: Moves beyond compliance checklists to continuous experience improvement and de-risks AI adoption with a single supervisory view.
Related coverage: Agentic AI in the Contact Center: How Cisco Is Redefining Service
2) Webex AI Agent & Cisco AI Assistant: From Assistive to Agentic
Webex AI Agent enables autonomous and guided self-service, tapping tools, systems, and experts as needed—created and tuned in the new AI Agent Studio. Cisco AI Assistant boosts live-agent productivity with suggested responses, real-time transcription, and summaries mid-call and at wrap-up. These are available for cloud and on-prem customers, with a beta for 50 + languages targeted for Q4 2025.
Starting in Q1 2026, Webex plans support for multi-agent collaboration via A2A and Model Context Protocol (MCP)—so Webex AI Agents can interoperate with third-party agents and external data sources under enterprise controls.
Why it matters: Faster, more accurate resolutions with AI that can act, not just advise—while preserving governance.
Related coverage: How Enterprises Are Using Webex AI to Drive Real CX Results
3) Salesforce: Orchestrating Journeys Inside Service Cloud
As part of Salesforce’s BYO CCaaS program, Webex Contact Center for Salesforce deepens the integration so organizations can orchestrate experiences using combined Webex and CRM data. Interactions can be managed inside Salesforce via Service Cloud Voice and Bring Your Own Channel, powered by Webex AI and Agentforce. Early access now; planned GA Q1 2026.
Why it matters: Reduces swivel-chair workflows and gives agents contextual, AI-enriched insights where they already work.
