Cisco Adds Customer Experience Capabilities to Webex

Cisco today introduced Webex Calling features and Webex Customer Experience and Communications Platform as a Service (CPaaS) enhancements to help companies adapt to the new hybrid work world.

Cisco is also integrating technology gained from its acquisition of imimobile, into Webex to build smarter interactions and frictionless experiences on any communications channel.

"The past year has further heightened the need for a maniacal focus on delivering an experience that delights users," said Jeetu Patel, executive vice president and general manager of Cisco Security and Collaboration, in a statement. "Our innovations released today enable enterprises to be closer to their customers than ever, helping them deliver the best possible customer experience across all channels in real time."

Additions to Webex Calling include the following:

  • Webex Go, allowing Webex Calling features to be added as a dedicated business line to users' personal mobile phones;
  • Cloud Calling on personal room devices, enabling users to call colleagues by name or extension directly within a Webex Desk Pro device;
  • Singlewire InformaCast integration that lets users send emergency announcements live or as recorded audio pages to Cisco phones and speakers and text alerts to digital signage, desktop computers, and mobile devices;
  • Dedicated Instance, which lets businesses mix multitenant and dedicated instance for hybrid deployments;
  • Coverage for Cisco Calling Plan in Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Lithuania, Luxembourg, and Sweden; and
  • A calling widget that lets users multitask and answer calls faster.

Other new Webex Customer Experience capabilities include the following:

  • Customer journey data service, which lets Webex users connect the entire customer journey across all channels and touchpoints in a single platform. Companies can connect a shopping cart to a chat, call, or email; better anticipate customer behavior and preempt or respond in real time with an AI-powered orchestration engine; and recognize the need for proactive customer response.
  • Communications Platform as a Service (CPaaS): Webex's video technology will soon be added to imiconnect, Cisco's CPaaS enterprise solution.
  • Enterprise Developer Sandbox, allowing developers to build, test, debug, and prototype in one platform.