In this exclusive WebexOne 2025 conversation, Rob Scott from CX Today sits down with Tommy Walker, VP of Communications Technology at Valeris, to explore how one of the world’s leading healthcare services companies is transforming its contact centres with Cisco Webex Contact Center.
Tommy shares Valeris’ decade-long technology journey — from premises-based systems to the cloud — and explains why AI-first innovation was the defining factor in their move. He reveals how intelligent routing, virtual agents, and real-time AI updates are enabling Valeris to deliver smarter, more compassionate patient experiences while empowering agents to focus on what humans do best: empathy and connection.
From operational agility to agent satisfaction and patient trust, this conversation highlights how Cisco’s innovation is reshaping customer experience in healthcare and beyond.