by Sam Deckert, Principal Consultant & Founder of Peak Insight | Click here to watch the Video Summary on LinkedIn.
It was a fantastic week of learning, sharing, and reconnecting in person at WebexOne in Fort Lauderdale, Florida, for Peak Insight. We gained valuable insights into Cisco’s latest innovations that we can’t wait to bring back to our customers in Australia. As the landscape of customer service and collaboration continues to evolve, these updates present significant opportunities for Australian companies to maximise the value of Webex, especially for businesses looking to scale their contact centres and enhance customer experience.
Here are my top three takeaways from WebexOne, showcasing how these innovations can help your organisation stay ahead:
1. Eliminate Hold Times and Boost First-Call Resolution with Webex AI Agent
Cisco’s new Webex AI Agent is a game-changer for contact centres. Imagine eliminating hold times completely, allowing customers to receive fast, accurate resolutions on their first call. This AI-powered virtual agent uses natural language understanding to manage customer interactions seamlessly. It can respond to enquiries, process interruptions, and adapt to real-time scenarios, much like a human agent – only faster and more efficiently. With this level of autonomy, your contact centre can scale beyond the constraints of human capital.
2. Boost Collaboration with Call Transcriptions and Summaries in Webex Calling
Telephony-based collaboration is about to get a productivity boost! Cisco announced that transcriptions and summaries will soon be available for regular phone calls in Webex Calling – even outside the contact centre. This feature not only transcribes calls but also creates summaries when calls are transferred, ensuring that crucial information is preserved and shared efficiently.
The transcriptions can also be sent to third-party tools like Microsoft Teams, Outlook, Copilot, and Slack, making it easier for teams to access and act on key insights without interrupting their workflow. It’s a simple yet powerful way to enhance collaboration and make every call more productive.
3. Unlock New Insights with Topic Analytics in Webex Contact Centre
One of the most exciting updates is the Topic Analytics feature, which will be available in Q1 2025. This tool automatically identifies the topics discussed during customer calls to your contact centre. By analysing these interactions, Customer Service teams can make informed decisions that directly improve the efficiency of operations and the overall customer experience.
With Topic Analytics, you’ll have the data you need to optimise processes, reduce repeat calls, and drive continuous improvement in your contact centre.
These are just a few of the groundbreaking innovations announced at WebexOne. As we head into 2025, Australian businesses have incredible opportunities to leverage these AI-powered solutions to transform their operations, scale efficiently, and deliver exceptional customer experiences.
Contact us to learn how Peak Insight can help your organisation take full advantage of these innovations. As a Cisco-specialised partner with numerous accolades and awards, and a track record of serving high-profile customers in Australia, we are your best choice for maximising the value of Webex in your business.