Cut Through the Noise: How Cisco & Verint Are Delivering Meaningful Impact in Customer Experience

In today’s rapidly evolving landscape, customer experience (CX) is at the heart of every successful business strategy. As organizations seek to meet rising client expectations, artificial intelligence (AI) and automation have moved from buzzwords to business essentials, especially within the contact center.

Cisco and Verint, building on a partnership that spans over a quarter-century, are uniquely positioned to help organizations not just keep pace, but lead in CX transformation.

How Client Expectations Around AI and CX Automation Have Evolved 

Over the past year, we have seen a significant shift in what clients expect from their customer experience operations. AI-powered tools have evolved from a “nice-to-have” to an essential core capability.

This change is driven by improvements in the reliability and usability of AI solutions, as well as a growing expectation that these tools will help organizations scale, enhance the overall customer experience, and reduce operational costs.

Businesses are no longer simply exploring AI—they are demanding it as a foundational component of their CX strategy.

Real World Impact: AI and Automation Are Transforming the Contact Center 

One of our notable success stories comes from the life sciences sector, where a leading biopharmaceutical company manages approximately 400,000 monthly inquiries through its customer experience center. By implementing the Webex AI Agent, this organization has increased agent capacity and improved its net promoter score (NPS).

The Webex AI Agent efficiently resolves routine questions such as providing clinical trial supply updates through proactive outbound notifications. This automation not only accelerates response times for customers but also allows skilled representatives to dedicate more time to complex, high-value interactions.

The result: meaningful improvements in agent productivity, revenue growth, and customer satisfaction.

What Sets the Cisco & Verint Partnership Apart? 

When clients discuss the Cisco and Verint partnership, three key differentiators consistently emerge:

1. Deep and Established Partnership:

Cisco and Verint have cultivated a strong, trust-based relationship for over 25 years. This partnership is about more than product integration—it’s about a shared commitment to supporting our mutual clients’ CX transformation journeys.

2. Enhanced Productivity & Data-Driven Outcomes:
By combining Webex AI solutions (such as Webex AI Agent and Cisco AI Assistant) with Verint Platform bots and applications, customers can seamlessly leverage the best of both worlds. This combination delivers measurable improvements in productivity and customer satisfaction.

3. Flexibility and Reduced Risk:
Cisco and Verint offer deployment options tailored to each client’s business requirements, enabling organizations to transform their customer experience operations at their own pace. This flexible approach protects existing investments while reducing risk and ensuring long-term success. 

Summary & Next Steps

AI and automation are redefining what’s possible in the contact center. With the combined strengths of Cisco and Verint, organizations are well-equipped to deliver exceptional customer experiences now and into the future.

Ready to elevate your customer interactions? Explore what’s possible.

Email: mailto:ricwilki@cisco.com     

Website: https://www.webex.com/ 

LinkedIn: https://www.linkedin.com/company/webex/ 

X: x.com/Webex