Cisco Systems is evolving its Webex Customer Experience platform toward a concept called agentic CX. The company aims to transition contact centers into context centers that maintain a continuous history of customer interactions across all communication channels.
Vinod Muthukrishnan, vice president and general manager of Webex Customer Experience, defines the agentic framework as a system of tools and processes designed to orchestrate long-term customer relationships rather than just executing isolated transactions.
To address security and reliability at scale, Cisco introduced AI Agent 360. This control plane integrates observability, security, and agent management into a single platform, moving away from fragmented solutions provided by multiple vendors.
The company is also developing an AI Concierge, described as an intelligent front door that ensures consistent customer context during handoffs between different enterprise departments and touchpoints.
Cisco is prioritizing industry interoperability by supporting standards such as Agent2Agent and the Model Context Protocol. This approach allows Webex agents to integrate with third-party systems instead of restricting enterprises to a single technology stack.
