Cisco has revealed that several of the solutions and features released at WebexOne are now – or soon to be – available generally or in beta.
A number of the Webex Contact Center with AI Assistant features are soon to be made available in beta, helping to reduce agent workloads and improve customer experience (CX).
These include ending customer repetition and waiting, automatic customer satisfaction (CSAT) scores and topic analytics, and agent burnout detection.
Further availability has been announced relating to the Webex Customer Experience Essentials, Webex Connect, Webex Suite, Webex Go, Sovereign Controls, Webex Control Hub,
WebexOne took place between October 24 – 26, 2023, in Anaheim, California, focusing on the latest breakthroughs in audio and video intelligence and innovations to hybrid work and customer experience.
Javed Khan, Senior Vice President and General Manager of Cisco Collaboration, announced the new availability in a recent Webex blog post:
At WebexOne, we announced Webex Contact Center with AI Assistant, and thanks to the power of the Webex Platform, we can reimagine customer experiences with our latest AI capabilities.
"Many of these features will help solve common CX challenges, like never making a customer wait and never making a customer repeat themselves.
"This enables businesses to give customers the feeling of having a personal concierge."
Khan continued: "I am excited to announce these features will soon be available in Beta in the Webex Contact Center."
Available in beta, Webex Customer Experience Essentials provides customer-facing employees like social media managers and insurance agency brokers with agent and supervisor capabilities, such as analytics tools.
Elswhere, AI-powered Meeting Summaries and Vidcast Summaries are now generally available in the Webex Suite, bolstering productivity by making it easier for users to catch up on missed meetings and video messages.