Cisco unveils AI tools for contact centers with unified quality management

SAN JOSE - Cisco (NASDAQ:CSCO), the $270 billion market cap technology giant with a perfect Piotroski Score of 9 according to InvestingPro, announced Tuesday enhancements to its Webex Customer Experience portfolio, including a new AI-powered quality management tool for contact center supervisors scheduled to launch in early 2026.

The new Webex AI Quality Management will provide supervisors with a unified platform to monitor, assess and coach both AI and human agents. The system offers AI-assisted scoring, real-time insights, and personalized coaching capabilities, according to the company's press release. These innovations come as Cisco maintains strong financial performance, with revenue reaching $56.65 billion in the last twelve months and growth of 5.3%.

Cisco also reported that its Webex AI Agent for Contact Center, which enables autonomous customer service resolution, is now generally available for cloud and on-premises customers. The company plans to add beta support for over 50 languages in Q4 2025.

The Cisco AI Assistant for Webex Contact Center, which became generally available earlier this year, will receive additional features including suggested responses, real-time transcription, and call summaries.

Cisco announced several integrations to enhance its contact center offerings. A deeper integration with Salesforce, currently in early access with general availability planned for Q1 2026, will allow businesses to manage customer interactions directly within Salesforce. The company has also integrated with Amazon Lex to enable conversational AI interfaces and with Epic Systems to enhance healthcare provider support.

Additionally, Cisco plans to expand its Webex ecosystem globally with dedicated data centers in Mumbai and Chennai for Webex Calling in Q2 2026, along with launching Webex Contact Center services in India and later in Saudi Arabia.

According to customer testimonials included in the announcement, CarShield reported that its Pre-Call Screening AI Agent now handles 66% of calls without human intervention, while Columbia Bank has used Topic Analytics to identify that approximately 20% of general questions relate to loans and require transfers to other departments.

In other recent news, Cisco announced enhancements to its AI-powered Splunk Observability portfolio, introducing new capabilities aimed at improving the monitoring of both traditional IT environments and AI systems. These updates include AI Troubleshooting Agents and Event iQ, which help reduce alert noise and identify root causes of incidents. Additionally, Cisco expanded its Secure AI Factory with a new solution integrating VAST Data's InsightEngine, designed to accelerate retrieval-augmented generation pipelines for enterprise AI applications. In collaboration with NTT DATA, Cisco released a study highlighting the importance of modern network infrastructure for AI implementation, with 78% of companies considering networking capabilities crucial for generative AI.

Cisco also made amendments to its bylaws to address deficiencies in director nomination notices, allowing stockholders the opportunity to correct any identified issues. In a recent development, Piper Sandler adjusted its price target for Cisco stock to $64 from $70, maintaining a Neutral rating. This adjustment followed Cisco's fourth-quarter results, which were described as roughly in line with expectations, and guidance for fiscal year 2026 that did not meet bullish projections. These developments reflect Cisco's ongoing efforts in AI and corporate governance while facing modest growth outlooks.

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