Business calling isn’t a dial tone anymore. Now, teams need calling, contact center features, meetings and AI in one place, without paying for licenses they don’t use. In our recent event, Collaboration: Cloud Calling Evolution, presenter Richard Lucas, Principal Architect for Collaboration at Computer Solutions, walked through the latest in Webex Calling, AI-powered customer experience tools, Cisco devices and Microsoft Teams integration. Watch the webinar recap now. Watch the recap now.
Here are the key takeaways:
- Contact center power without contact center licensing. Webex Customer Assist puts call queues, skill-based routing, SMS text queues, screen pops, wrap-up reasons and supervisor tools (barge, whisper coaching, silent monitoring) right inside Webex Calling, so you don’t have to over-license a full contact center.
- AI Assistant for everyday calling. Features that used to be contact-center-only now reach every Webex Calling user: call transfer summaries (no more repeating yourself to a new agent), post-call summaries, live transcription, closed captions and voicemail transcription. One university met ADA captioning requirements natively and dropped a costly third-party service.
- AI Receptionist for Webex Calling. Natural-sounding voices answer FAQs such as HR policies, office hours, locations and parking, and route callers in multiple languages including Spanish. It replaces the “press 1 for…” menu. Richard also covered scripted vs. autonomous AI agents and the governance and disclosure questions to think through before turning AI on.
- AI insights in the contact center. Topic analytics, automatic CSAT scoring, drop-call summaries, sentiment-based routing and agent wellbeing prompts. When CoSo ran topic analytics on its own help desk, it found password resets and VPN issues were the top call drivers, which made them clear candidates for self-service.
- Work where you already work. The Cisco Call for Microsoft Teams plugin gives Teams users enterprise-grade Cisco calling, including 911 location settings and voicemail transcription, all backed by Cisco support. The Webex Attendant Console now lives inside the Webex app, and personal call routing lets users set “away” status and forward calls in a couple of clicks.
Whether you’re moving from on-prem to the cloud with Webex Calling (multi-tenant or Dedicated Instance), adding AI to your customer experience or connecting Webex with Microsoft Teams, Computer Solutions can help. As a Cisco Preferred Partner with designations in Cloud & AI, Collaboration, Networking and Security, we handle discovery, design, deployment, adoption training and managed services. See how your organization can benefit from Cisco collaboration solutions.
