Local and regional branch offices are the frontline of your business and the face of your brand in the community. These offices face a unique challenge: they must quickly resolve customer issues and build strong relationships—all without dedicated contact center staff or tools.
To redefine this experience, I’m excited to unveil Webex Calling Customer Assist. This reimagined Webex Calling experience empowers any employee–including frontline workers, mobile workers, operational staff, and knowledge workers-to assist customers with AI-powered tools that transform every call into a faster, smarter, and more efficient interaction—ensuring exceptional service at every touchpoint.
Seamlessly connect with customers
The first priority of any customer-focused solution is ensuring seamless communication between customers and your business. I’m thrilled to announce two features that make customer interactions easier and more seamless than ever:
Click-to-call: With click-to-call, customers can contact your business via voice or video directly from your web presence. Click-to-call is a simple, easy to use, and frustration-free experience that does not require any guest user authentication. Click-to-call voice is available now and we’ll add support for video in the second half of calendar 2025.
Advanced auto attendant: Our all-new auto attendant harnesses AI-powered speech recognition so callers can easily navigate menus with their voice— eliminating the frustration of keypad inputs. Businesses can easily build customizable announcements with text-to-speech and create multi-level menus for improved navigation that ensures customers are efficiently guided to their intended destination. Our advanced auto attendant will be included for no additional fee with the Webex Calling Professional License in the second half of calendar 2025.
Empower any employee to assist customers
We’re introducing AI Assistant for Agents, which seamlessly integrates AI tools into the Webex app experience on desktop more mobile devices that your teams already use for collaboration. This ensures instant and transparent deployments, effortless training, and no disruptive app switching, making every customer interaction smarter, faster, and more efficient.
Live call summaries: This powerful feature enables users to see transcriptions, translations, action items, notes, and call summaries in real-time during calls. This eliminates the need for manual notetaking and helps to ensure that every detail of the conversation is captured.
Shared summaries: With Customer Assist, transferring calls is smarter and seamless. Users can share call summaries when transferring a call, so the next user gets key details instantly. A quick summary of the call appears in the incoming call toast, and the full summary available once the call is answered. This eliminates frustrating hold times and prevents customers from having to repeat themselves.
Post-call summaries: After every call, agents can access call summaries, notes, action items, and transcriptions directly in the Webex app. This is invaluable for teams handling high call volumes, ensuring that every customer insight and conversation is captured—streamlining follow-ups and improving service quality.
AI Assistant for Agents will be rolled out in calendar 2025. Post call summaries are already available, and live call summaries and shared summaries will launch in the second half of calendar 2025.
Delivering exceptional quality in every conversation
A truly customer-focused collaboration solution must ensure that every interaction meets the highest quality standards. Managers and supervisors need simple, effective tools to monitor conversations, provide coaching, and step in when needed. To drive these outcomes, Webex Calling Customer Assist includes powerful analytics and coaching tools in the Webex app. This week, we announced two more features that will be coming soon:
Call Sentiment for Supervisors: This AI-powered feature gives supervisors real-time visibility into the sentiment of customer conversations. With a quick glance, supervisors see the sentiment of all active calls in the Webex app. If negative sentiment is detected, supervisors can review the call summary and step in by messaging, whispering, or barging into the call—ensuring timely support and better customer outcomes. Call Sentiment for Supervisors will be available in the second half of calendar 2025.
Call queue recording: Critical for compliance and quality management, queue recording allows businesses to implement policy-driven recording rules, ensuring every customer interaction meets the highest standards. Call queue recording will be available in the second quarter of calendar 2025.
A new era of calling, with more to come
At Webex, we know that calling is at the heart of your business, brand, and customer interactions. Over the past three years, we’ve introduced powerful tools to help local and regional offices connect with customers more efficiently, effectively, and at scale. Today, I’m excited to share that over 145,000 Webex Calling agents are assisting customers worldwide.
Webex Calling Customer Assist is the evolution of our customer-focused Calling strategy. This AI-powered solution replaces Webex Customer Experience Essentials – all existing Essentials licenses, agents, supervisors, and queues will be automatically and seamlessly transitioned to Customer Assist, at no additional cost to customers.
Webex Calling Customer Assist is available now to users globally for $30 per user, per month (CSRP) to Flex, Wholesale, and Webex for Government customers. Over the next year, we’ll continue to enhance Customer Assist, rolling out powerful new features that elevate customer interactions, streamline operations, and maximize the impact of every call. This is just the beginning, and one of many exciting Webex Calling announcements at Enterprise Connect . Stay tuned for what’s next!
Learn more:
Check out our Calling announcements at Enterprise Connect
Webex Calling Customer Assist At-a-glance
Webex Calling Customer Assist eBook
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