Cisco Transforms Contact Centers into Context-Driven Experience Hubs

Cisco Systems Inc. is redefining the traditional contact center as a context center, where customer history and context are shared across all touchpoints.

Vinod Muthukrishnan, vice president and general manager of Webex Customer Experience at Cisco, believes that companies need to move beyond just voice agents answering questions or fulfilling transactions.

Cisco's answer is AI Agent 360, which combines observability, security, and agent management into one control plane, addressing the need for accountability in autonomous systems.