Why Cisco is turning contact centers into context centers
A customer calling a support line doesn’t think about org charts. They don’t know or care whether they’ve reached the storefront, the billing department or the contact center, since to them it’s all just one continuous relationship with a brand. Most companies can’t deliver on that assumption today because their systems don’t share context across […] The post Why Cisco is turning contact centers…
Cisco is transforming contact centers into context centers to provide customers with a seamless, relationship-driven experience across all channels. The company's vice president and general manager of Webex Customer Experience, Vinod Muthukrishnan, explained that traditional contact centers struggle to share context across touchpoints, hindering a unified customer relationship.
To address this, Cisco is developing an agentic CX framework that goes beyond simple AI agents, focusing on orchestrating the entire customer relationship journey. Muthukrishnan emphasized that this approach requires a balance between autonomy and accountability, as fully autonomous systems pose significant risks. Cisco's solution, AI Agent 360, integrates observability, security, and agent management into a single control plane, ensuring enterprise-grade AI agents.
Additionally, Cisco is advocating for openness in the industry by supporting standards like Agent2Agent and the Model Context Protocol, allowing third-party systems to work alongside Webex agents. This strategy aims to create a platform that enterprises can build upon, rather than being locked into a single vendor solution.
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