Personalized AI Routing matches customers to best-fit agents
Cisco released Personalized AI Routing, which uses customer intent and agent insights to match contacts with agents instead of relying only on fixed routing rules.
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Cisco Webex Contact Center
Webex Contact Center Intelligence
Release updates, technical changes, deprecations and practical intelligence for Cisco Webex Contact Center.
Digital channels, agent experience and contact center administration.
Latest Updates
5 updates · Newest first
Bulk API export reaches up to 36 months of historical data
Administrators can request asynchronous API exports of large historical reporting datasets from CX Data Lake, covering up to 36 months.
Manage WhatsApp assets directly in Control Hub
WhatsApp asset setup and ownership move into Control Hub, while existing routing continues through Webex Connect Flow Builder by default.
Webex AI Agent adds Pro 2.0 engines
Cisco introduced Webex AI Pro 2.0 engine options and recommends testing existing agents before moving from the 1.0 engines.
Real-time transcripts extend across media regions
Agents can receive real-time transcripts when interaction media is processed outside the organization's primary region.