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Cisco Paves the Way with Agentic AI Collaboration

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Cisco (NASDAQ: CSCO) has announced new AI-powered collaboration solutions at Enterprise Connect, focusing on agentic AI innovations. The company is launching Webex AI Agent, set for general availability on March 31, 2025, offering 24/7 self-service with natural, human-like interactions for customer support.

Key announcements include updates to the Cisco AI Assistant for Webex Contact Center planned for Q2 2025, featuring suggested responses and real-time transcription. The company is also introducing Webex Calling Customer Assist, enabling employees to provide enhanced customer support through the Webex app.

Additional innovations include workflow automation capabilities in Cisco AI Assistant for Webex Suite, new AI management features in Webex Control Hub, and ecosystem integrations including Apple AirPlay support for Microsoft Teams Rooms and Cisco Spatial Meetings compatibility with Apple Vision Pro.

Cisco (NASDAQ: CSCO) ha annunciato nuove soluzioni di collaborazione potenziate dall'IA all'Enterprise Connect, concentrandosi sulle innovazioni dell'IA agentica. L'azienda lancerà Webex AI Agent, che sarà disponibile per tutti il 31 marzo 2025, offrendo un servizio self-service 24/7 con interazioni naturali e simili a quelle umane per il supporto clienti.

Tra gli annunci chiave ci sono aggiornamenti per il Cisco AI Assistant per Webex Contact Center, previsti per il secondo trimestre del 2025, che includeranno risposte suggerite e trascrizione in tempo reale. L'azienda introduce anche Webex Calling Customer Assist, che consente ai dipendenti di fornire un supporto clienti migliorato tramite l'app Webex.

Ulteriori innovazioni includono capacità di automazione dei flussi di lavoro nel Cisco AI Assistant per Webex Suite, nuove funzionalità di gestione dell'IA nel Webex Control Hub e integrazioni con l'ecosistema, tra cui il supporto per Apple AirPlay nelle Microsoft Teams Rooms e la compatibilità delle riunioni spaziali Cisco con Apple Vision Pro.

Cisco (NASDAQ: CSCO) ha anunciado nuevas soluciones de colaboración impulsadas por IA en el Enterprise Connect, centrándose en innovaciones de IA agentiva. La empresa lanzará Webex AI Agent, que estará disponible para todos el 31 de marzo de 2025, ofreciendo un servicio de autoservicio 24/7 con interacciones naturales y similares a las humanas para el soporte al cliente.

Los anuncios clave incluyen actualizaciones para el Cisco AI Assistant para Webex Contact Center, previsto para el segundo trimestre de 2025, que contará con respuestas sugeridas y transcripción en tiempo real. La empresa también introduce Webex Calling Customer Assist, que permite a los empleados proporcionar un soporte al cliente mejorado a través de la aplicación Webex.

Otras innovaciones incluyen capacidades de automatización de flujos de trabajo en el Cisco AI Assistant para Webex Suite, nuevas funciones de gestión de IA en el Webex Control Hub, e integraciones del ecosistema, incluyendo soporte para Apple AirPlay en las Microsoft Teams Rooms y compatibilidad de Cisco Spatial Meetings con Apple Vision Pro.

시스코 (NASDAQ: CSCO)는 에이전틱 AI 혁신에 중점을 두고 엔터프라이즈 커넥트에서 AI 기반의 새로운 협업 솔루션을 발표했습니다. 회사는 Webex AI Agent를 출시할 예정이며, 2025년 3월 31일에 일반 이용 가능하게 되어 고객 지원을 위해 자연스럽고 인간과 유사한 상호작용을 제공하는 24/7 셀프 서비스 기능을 제공합니다.

주요 발표 사항으로는 2025년 2분기로 예정된 Cisco AI Assistant for Webex Contact Center의 업데이트가 포함되어 있으며, 제안된 응답 및 실시간 전사 기능을 특징으로 합니다. 회사는 또한 직원들이 Webex 앱을 통해 향상된 고객 지원을 제공할 수 있도록 하는 Webex Calling Customer Assist를 도입합니다.

추가 혁신 사항으로는 Cisco AI Assistant for Webex Suite의 워크플로우 자동화 기능, Webex Control Hub의 새로운 AI 관리 기능, Microsoft Teams Rooms를 위한 Apple AirPlay 지원 및 Apple Vision Pro와의 Cisco Spatial Meetings 호환성 등이 포함됩니다.

Cisco (NASDAQ: CSCO) a annoncé de nouvelles solutions de collaboration alimentées par l'IA lors de l'Enterprise Connect, en se concentrant sur les innovations de l'IA agentique. L'entreprise lancera Webex AI Agent, qui sera disponible pour tous le 31 mars 2025, offrant un service autonome 24/7 avec des interactions naturelles et semblables à celles des humains pour le support client.

Parmi les annonces clés figurent des mises à jour pour le Cisco AI Assistant pour Webex Contact Center prévues pour le deuxième trimestre 2025, incluant des réponses suggérées et une transcription en temps réel. L'entreprise introduit également Webex Calling Customer Assist, permettant aux employés de fournir un support client amélioré via l'application Webex.

D'autres innovations comprennent des capacités d'automatisation des flux de travail dans le Cisco AI Assistant pour Webex Suite, de nouvelles fonctionnalités de gestion de l'IA dans le Webex Control Hub et des intégrations écosystémiques, y compris la prise en charge d'Apple AirPlay pour les Microsoft Teams Rooms et la compatibilité des réunions spatiales Cisco avec Apple Vision Pro.

Cisco (NASDAQ: CSCO) hat auf der Enterprise Connect neue KI-gestützte Kollaborationslösungen vorgestellt, die sich auf agentische KI-Innovationen konzentrieren. Das Unternehmen wird Webex AI Agent einführen, das ab dem 31. März 2025 allgemein verfügbar sein wird und rund um die Uhr Selbstbedienung mit natürlichen, menschenähnlichen Interaktionen für den Kundensupport bietet.

Zu den wichtigsten Ankündigungen gehören Updates für den Cisco AI Assistant für das Webex Contact Center, die für das zweite Quartal 2025 geplant sind und vorgeschlagene Antworten sowie Echtzeit-Transkription umfassen. Das Unternehmen führt auch Webex Calling Customer Assist ein, das es Mitarbeitern ermöglicht, über die Webex-App einen verbesserten Kundenservice zu bieten.

Weitere Innovationen umfassen Automatisierungsfunktionen für Arbeitsabläufe im Cisco AI Assistant für Webex Suite, neue KI-Managementfunktionen im Webex Control Hub und Ökosystemintegrationen, darunter Apple AirPlay-Unterstützung für Microsoft Teams Rooms und die Kompatibilität von Cisco Spatial Meetings mit Apple Vision Pro.

Positive
  • Introduction of 24/7 AI-powered customer service solution reducing operational costs
  • Expansion of enterprise integration capabilities with major platforms (Salesforce, ServiceNow, Jira)
  • New revenue stream potential through Webex Calling Customer Assist solution
  • Enhanced product portfolio with AI-driven features strengthening market position
Negative
  • Significant investment required in AI technology development
  • Potential cybersecurity and privacy risks associated with AI implementation
  • Dependency on third-party integrations for full functionality

Insights

Cisco's rollout of agentic AI solutions across its Webex platform represents a strategic expansion of higher-margin software offerings that could meaningfully diversify revenue streams beyond traditional networking hardware. The announcement centers on transforming contact centers into AI-powered "experience centers" with the general availability of Webex AI Agent on March 31, 2025 - a tangible milestone showing Cisco is moving from concept to marketable products in the AI space.

The integration capabilities are particularly significant - the platform will connect with Salesforce, ServiceNow, Jira, Microsoft Teams, Apple devices, and Epic healthcare systems. This ecosystem approach strengthens Cisco's enterprise stickiness by embedding its technology across critical business workflows and multiple industries.

From a financial perspective, this push aligns with investor preferences for recurring, subscription-based revenue models rather than one-time hardware sales. Contact center modernization represents a substantial addressable market, and Cisco's approach of enhancing existing Webex deployments provides an efficient go-to-market strategy with lower customer acquisition costs than standalone products would require.

While revenue impact will materialize gradually as features roll out through 2025, this announcement reinforces Cisco's strategic pivot toward higher-growth, software-centric business lines that could command better valuation multiples than pure networking equipment.

Cisco's agentic AI announcement represents a meaningful competitive advancement in the enterprise collaboration space. Unlike basic generative AI implementations that merely provide suggestions, Cisco is developing systems that can actively execute tasks across applications - a more sophisticated approach that addresses genuine productivity bottlenecks.

The Webex AI Agent appears particularly differentiated with its ability to perform actions to fulfill customer requests rather than simply answering questions. This moves beyond chatbot functionality to true process automation, potentially reducing operational costs while improving customer satisfaction through 24/7 availability without queues.

The workflow automation capabilities connecting Webex with enterprise applications like Salesforce and ServiceNow address a critical friction point in current AI implementations - the inability to seamlessly work across system boundaries. By building these connectors natively, Cisco is reducing implementation complexity for IT departments.

The consolidated AI management through Webex Control Hub is equally important, providing centralized visibility into AI usage patterns and customization options. This addresses enterprise concerns around AI governance and deployment oversight.

For healthcare specifically, the Epic integration for contact centers represents a vertical-specific enhancement that acknowledges the unique workflows of that industry, potentially opening doors for further industry-specialized implementations that could command premium pricing.

Cisco unveils new Webex AI solutions that predict and automate customer and employee experiences

News summary:

  • Furthering Cisco's agentic AI journey, Cisco expands its Collaboration portfolio to include the general availability of Webex AI Agent to improve customer experiences.
  • With new Cisco AI Assistant for Webex Contact Center updates and Webex AI Agent availability, Cisco is transforming contact centers into customer experience centers.
  • New solutions for end users and IT teams include Webex Calling Customer Assist, new features within Webex Control Hub, and new workflow automation solutions for the Cisco AI Assistant for Webex.

ORLANDO, Fla., March 17, 2025 /PRNewswire/ -- At Enterprise Connect, Cisco (NASDAQ: CSCO) will unveil its vision for agentic AI collaboration, along with new AI-powered collaboration solutions designed to create futureproofed experiences for customers, employees and IT teams. Cisco is driving toward a future where AI anticipates customer and employee needs, addresses challenges, fulfils intent and further enhances productivity for all. New agentic AI innovations include the general availability of the Webex AI Agent for enhanced customer experience. Additional solutions announced across Collaboration Devices and the Webex Suite include new workflows in AI Assistant for Webex Suite to streamline employee experiences, Webex Calling Customer Assist, and AirPlay on Cisco Devices for Microsoft Teams Rooms.

"Enterprises are starting to realize the potential of agentic AI. It is reinventing what it means for people and technology to work together across the physical and digital worlds," said Jeetu Patel, Executive Vice President and Chief Product Officer, Cisco. "Our customers love how Webex AI is built seamlessly into the way you work. Working alongside employees increasing efficiency, improving employee sentiment and enhancing overall customer experiences."

Creating Customer Experience Centers with AI
Traditional contact centers, primarily reactive in addressing customer inquiries, are evolving into experience centers where every interaction is an opportunity to provide exceptional interactions with customers. Webex is making this possible with the Webex Customer Experience portfolio with tools like AI Agent and AI Assistant for Contact Center that seamlessly answer customers' questions and integrate with back-office systems for automated intent fulfillment. New AI solutions include:

  • Webex AI Agent: With general availability planned for March 31, 2025, the Webex AI Agent is a 24/7, self-service solution with natural, human-like interactions. It works alongside human agents to answer routine and high-volume customer questions and executes actions to fulfil customer requests, while eliminating the need for queues or wait times. It integrates out of the box with Webex Contact Center and combines natural sounding conversational intelligence with real-time automation for customers to resolve issues and queries as if they were speaking or messaging with a human.
  • Cisco AI Assistant for Webex Contact Center: To improve agent and customer service experiences, the generally available Cisco AI Assistant for Webex Contact Center has new features planned for Q2 2025, including suggested responses and real-time transcription for agents. These will join previously available features including context transfer summaries, dropped call summaries, Agent Wellbeing, topic analytics and automatic customer satisfaction scores (Auto CSAT).

Delivering AI-Powered Employee Experiences for End Users and IT
In today's digital era, employees expect intelligent and efficient collaboration experiences. AI-powered solutions deliver seamless collaboration and bolster productivity for every employee, from the end users who depend on our products daily to the IT professionals who ensure smooth operations. Employees can use some of these tools as they become available later this year to increase their productivity with workflow automation that streamlines routine tasks, easily customize and manage AI capabilities and insights, and more, including:

  • Workflow Automation in Cisco AI Assistant for Webex: This capability in the Cisco AI Assistant for Webex Suite intends to streamline processes and save time by working across enterprise apps like Salesforce, ServiceNow, and Jira. This enables users to more efficiently complete tasks and automatically share meeting summaries across enterprise apps.
  • AI Capabilities in Webex Control Hub: The platform will allow IT admins to easily access, search and manage all AI ecosystems in one place, and to customize them to match their organization's needs. They will also be able to view analytics on AI usage, trends, and employee adoption metrics within Webex Control Hub.

Any employee can be empowered to assist customers with this Webex Calling solution:

  • Webex Calling Customer Assist: This reimagined calling solution aims to empower any employee to assist customers with an AI-powered, modern experience in the Webex app on their desktop or mobile phone. With Customer Assist, local and regional branches including retail stores, bank branches, pharmacies and healthcare clinics can quickly provide great customer experiences, resolve issues and build strong relationships. With the addition of new features available later this year, it intends to provide efficient call routing, AI assistance for agents and supervisors and powerful analytics—all in an easy-to-deploy, cost-effective Webex Calling offering.

The Webex ecosystem delivers a seamless integration of AI-driven innovations and collaboration tools, enhancing user experiences with secure, flexible, and rich interactions across workspaces:

  • Apple AirPlay on Cisco Devices is now available for Microsoft Teams Rooms, enabling instant wireless content sharing from iPhone, iPad or Mac to Cisco Devices.
  • Now generally available, Cisco Spatial Meetings allows users to turn any space equipped with a Cisco Room Bar Pro into an immersive studio with Webex for Apple Vision Pro.
  • With connectors across many enterprise apps such as Outlook, Salesforce, and ServiceNow—made possible with Glean—users can enhance discussions, search Webex, and speed up decision-making with knowledge graphs and connectors.
  • Native Epic integration for Webex Contact Center, expected to be in beta this month, will enable contact center agents to access patient information more easily as they manage interactions within the popular electronic health record (EHR) software.

To see Cisco's innovations in action, join the Enterprise Connect keynote on Tuesday, March 18 from 11:30am - 12:00pm EST and visit Cisco at Booth #1607.

About Cisco

Cisco (NASDAQ: CSCO) is the worldwide technology leader that is revolutionizing the way organizations connect and protect in the AI era. For more than 40 years, Cisco has securely connected the world. With its industry leading AI-powered solutions and services, Cisco enables its customers, partners and communities to unlock innovation, enhance productivity and strengthen digital resilience. With purpose at its core, Cisco remains committed to creating a more connected and inclusive future for all. Discover more on The Newsroom and follow us on X at @Cisco.

Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at http://www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word 'partner' does not imply a partnership relationship between Cisco and any other company.

About Webex

Webex is a leading provider of cloud-based collaboration solutions which includes video meetings, calling, messaging, events, customer experience solutions like contact center and purpose-built collaboration devices. At Webex, we start with people and their experiences first. This focus on delivering inclusive collaboration experiences fuels our innovation, which leverages AI and Machine Learning, to remove the barriers of geography, language, personality, and familiarity with technology. Our solutions are underpinned with security and privacy by design. We work with the world's leading business and productivity apps – delivered through a single application and interface. Learn more at webex.com.

 

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SOURCE Cisco Systems, Inc.

FAQ

When will Cisco's Webex AI Agent be available to customers?

Webex AI Agent will be generally available on March 31, 2025, offering 24/7 self-service customer support with natural interactions.

What new features are coming to Cisco AI Assistant for Webex Contact Center in Q2 2025?

New features include suggested responses and real-time transcription for agents, adding to existing capabilities like context transfer summaries and Auto CSAT.

How does CSCO's new Webex Calling Customer Assist benefit businesses?

It enables any employee to assist customers through the Webex app, offering efficient call routing, AI assistance, and analytics for locations like retail stores and healthcare clinics.

What enterprise applications will Cisco's new Webex AI workflow automation support?

The workflow automation will work across enterprise apps including Salesforce, ServiceNow, and Jira, enabling automated task completion and meeting summary sharing.
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