Why Webex’s AI Strategy Is About More Than Just Contact Centers

This week, I sat down with Craig Burnham, Vice President of Product Marketing for Cisco’s Collaboration business, to go beyond the headlines and unpack what Cisco’s AI evolution actually means for business leaders.

Recorded live at Cisco Live, this episode dives into how Cisco is unifying employee and customer experiences across voice, video, and virtual agents, while keeping humans in the loop where it matters most.

Craig and I explore:

• The rise of Webex AI Agent and Webex AI Assistant, and how they’re reducing agent burnout, shortening call resolution times, and delivering truly autonomous voice and text experiences
• Why Cisco is uniquely positioned to bring cloud-based AI to on-prem environments and hybrid deployments without forcing disruptive migrations
• How Control Hub is evolving into a single pane of glass for AI visibility, governance, and ROI tracking
• What the move toward agentic AI means for IT leaders, and why the long-term impact may be greater than we expect
• How Cisco’s cinematic camera tech and AI-powered meeting features are quietly redefining hybrid work, one room at a time

We also discuss the shifting expectations around AI, from productivity hype to measurable business value, and how Cisco’s platform-first approach enables it to scale new features across contact center, meetings, calling, and more.