WebexOne 2025 Key Takeaways

Here are five key takeaways for IT and contact center leaders navigating this transformation.

1. Cisco embraces truly open and platform-agnostic collaboration and CX.

From 2021-2023, Cisco seemed to advance interoperability and integrations reluctantly, out of concern that competitive meeting platforms might undercut usage of its Webex suite. Cisco Live in June and WebexOne in October mark an intentional shift toward an open and integrated ecosystem. Jeetu Patel, promoted to President and Chief Product Officer in May of 2025, emphasized that Cisco will now actively integrate with competitive platforms, recognizing that most organizations operate in multi-vendor environments. To truly leverage the benefits of AI, integrations are a necessity. Some announcements include: 

• Microsoft Copilot will be embedded in Webex Meetings by Q4 2025, enabling bi-directional integration between Webex AI agents and Microsoft 365 Copilot. Within Webex suite, you can access OneDrive, SharePoint or PowerPoint. From Microsoft apps, you can invoke Webex AI Agents to retrieve Webex meetings summaries, transcripts or action items. AI Agents will collaborate with each other, like scheduling an Outlook meeting with specific participants based on the Webex Task agent's follow-up suggestions.
• Zoom meetings native on Cisco devices will be supported by Q4 2025. This includes Room Kits, Webex Boards and Desk Pros. This Zoom announcement (also noted at InfoComm, Zoomtopia earlier this year) is just one more step in its interoperability push with strategic partnerships across Google, Microsoft and now Zoom.
• Connectors within Webex Contact Center are essential for seamless customer support and patient experience. In March 2025, Cisco announced the Epic Connector for the healthcare industry. It's a native integration that embeds Webex's multi-channel communication capabilities directly into Epic's electronic health record (EHR) interface. The latest announcement of Salesforce Connector for Webex Contact Center brings a broader impact across industries – essentially any organization with contact centers that also utilizes Salesforce for CRM. It enables agents to manage inbound and outbound calls from within Salesforce, with benefits of screen pops, call activity logs, recording and more. This connector is available only for cloud-based Webex contact centers and can be found here.

Because Cisco is investing heavily in this open and broad ecosystem, IT leaders are empowered to choose the best, purpose-fit tools without sacrificing employee, agent or customer experience.

2. Collaboration evolves to include Agentic AI.

We've long seen Cisco create best-in-class video devices. These enable purposeful employee-to-employee interactions in meetings, calls and virtual events. Beyond these interactions, Webex is focused on making human-to-AI and AI-to-AI interactions just as intuitive.

• Human-to-human: These comprise the bulk of our daily work interactions today. Meetings and calls from webcams, Desk Pros, huddle spaces and conference rooms. RoomOS 26, announced September 30th, brings cinematic meetings, audio exclusion zones and AI-powered speaker framing to life. These features make meetings more inclusive, focused and distraction-free, enhancing productivity for hybrid teams. For IT managers, the updates to Workspace Designer and zero-touch provisioning of the Room Vision PTZ Zoom Cameras are definitely worth checking out.
• People to AI: Employees are increasingly interacting with intelligent agents already embedded in the apps they use regularly. At the conference, Webex demonstrated the use of these agents:
  • Notetaker Agent. The key benefit is that this can be used outside of video meetings or scheduled calls, so that you can capture impromptu huddles and in-person chats with co-workers. This feature will be embedded in Cisco devices running RoomOS 26.
  • Task Agent: Summarizes action items for each participant.
  • Polling Agent: Prompts the meeting host to launch a poll based on the conversation.
  • Meeting Scheduler: Working with Outlook, MS Teams or Webex, it prompts the user to schedule meetings with the correct participants based on the meeting context.
  • AI Receptionist: Handles routine calls, customer interactions and appointment scheduling.
• AI to AI: Cisco envisions agents communicating with other agents to orchestrate workflows and customer journeys. One example includes the interaction between the "Task Agent" and the "Meeting Scheduler Agent." You've likely already seen that Copilot or Webex meeting summaries suggest action items for people in the meeting. The AI-to-AI interaction would be the Task Agent tapping into the Meeting Scheduler Agent to find an open calendar time for the right participants to have a follow-up meeting. The Meeting Scheduler Agent shows you the suggested meeting time and participants and sends it with simple chat-style interaction. In a customer support scenario, the Webex AI agent can not only talk in real-time with a human caller, but on the backend, it can connect with a Scheduling Agent to schedule an outbound callback or a future customer appointment.

Cisco not only refines how we collaborate today — it's anticipating a future where AI agents seamlessly support and even initiate collaboration, making work more intuitive and proactive.

3. AI is reshaping customer experience.

AI is no longer just a support tool — it's a strategic asset in contact centers:

• Webex AI Agent is a natural language customer service bot that delivers human-like conversation with inbound callers. Last year's demo was amazing in terms of how the AI Agent listens, speaks and sounds as natural as human conversation. In 2025, we heard improvements to latency (fewer awkward pauses) and better ability for customers to interrupt, ask a different question or completely change the subject.
• AI Canvas enables cross-domain troubleshooting, allowing collaboration between network, security, and collaboration engineers when any issue impacts the digital employee experience. We witnessed a live demo in which a Meraki wireless access point caused a spotty voice for a Webex user. The AI agent sent a policy update to modify the Meraki configuration. All was accomplished from within Control Hub using AI Canvas.
• AI Quality Management for Webex Contact Center now includes dashboards for both human and AI agent performance. Supervisors can see performance and customer satisfaction data of both their human and AI agents.
• Webex Contact Center integrates with Salesforce and Epic with native connectors, streamlining access to CRM and EHR data across customer channels and enabling faster, successful call resolution and seamless CX.
• Webex Calling can now be predictive and anticipate callers' needs. It provides agents with caller intent, e.g. why someone may be calling based on past interactions, and speech-to-speech translation for live multilingual audio translation.

Customer journeys are becoming multimodal and orchestrated. From proactive SMS outreach to AI-scheduled callbacks, Cisco's tools enable seamless transitions between channels and agents, human or virtual.

4. Employee experience remains a strategic priority.

WebexOne drew more than 100 C-level executives to share their lessons and the impact of using Webex in their organizations. The Employee Experience panel featured leaders from HD Supply, ADP and Verizon and highlighted the continued focus on employees and the desire to enable productivity anywhere and everywhere with a diverse and distributed workforce.

• HD Supply emphasized that employee-facing technology needs to be simple and invisible to the end user.
• ADP is mapping employee personas and prioritizing use cases for AI and automation, while staying vigilant on governance and compliance.
• Verizon views the workplace as a connected ecosystem. Its culture and technology priorities are guided by how they empower employees. The most recent milestone was migrating more than 100,000 employees to Webex in six weeks, driven by enabling the AI features and the need to modernize meeting spaces.

5. Trust and security in the age of AI.

With deepfakes and data privacy concerns on the rise, Cisco expands its ecosystem with trust-building partnerships:

• Integrations with Pindrop and GetReal Labs aim to enhance identity verification and reduce fraud with real-time deepfake detection. Pindrop's integration into Webex Contact Center will enable voice-based multifactor authentication and fraud detection through behavioral and acoustic analysis. GetReal Labs (aka Get Real Security) will enable real-time alerts for suspected synthetic voice or AI-generated participants in Webex Meetings. Expect Q1 2026 general availability.
• Microsoft's MDEP is their Device Ecosystem Platform that ensures that devices are genuine, keys are not spoofed, pairing protocols are secure, and patches/firmware are up to date. With RoomOS 26, Cisco's collaboration devices will deliver Microsoft's latest security innovations, whether meetings take place in Webex or Teams Rooms.

World Wide Technology and Cisco have expanded our ecosystems to address evolving attack surfaces and modalities. 

Final thoughts

WebexOne 2025 showcased a future where collaboration is integrated, inclusive and intelligent. For IT and CX leaders, the message is clear: Invest in platforms that support open ecosystems and AI-powered workflows. Stay focused on reducing digital friction for employees, no matter where they work. Whether you're modernizing your contact center or reimagining employee collaboration, Cisco's roadmap offers the tools that enable you to lead with confidence.