In this episode, Shelly Kramer and Zeus Kerravala discuss Cisco’s January Analyst Update and the Webex Contact Center offering. They unpack the cloud-based contact center solution’s updates and how Webex is using AI to enhance the customer and agent experience. They also talk about the challenges Webex faces in a crowded market and the importance of communicating their platform’s power and differentiation from other vendors. The episode highlights Webex’s AI-powered features like proactive outbound engagement, background noise removal, smart virtual agents, and upcoming AI-powered features to track agent well-being and assist supervisors. The conversation also emphasizes Webex’s investments in audio and video intelligence, delivering immersive experiences with AI, and the Webex AI Assistant. Overall, they discuss how AI is shaping the future of contact centers and the challenges and opportunities it presents for Webex.