Global contact-center leaders Cisco, RingCentral, and Zoom are investing in AI to help their enterprise customers deliver seamless, data-driven customer experiences (CX). Their latest platforms empower agents, supervisors, and customers with digital-first engagement across voice, chat, and social channels.
Gregg Willsky, Principal Analyst, Enterprise Technology & Services at GlobalData, said: “A digital-first customer experience involves customers interacting with an organization through digital channels such as live chat and chatbots, messaging, social media, and websites. A digital-first customer experience increases customer satisfaction, improves customer engagement, and deepens customer insights.”
Cisco: AI Analytics and Billion-Dollar CX Wins
Cisco’s Webex Contact Center now features AI-powered analytics, predictive insights, and self-service automation, enabling organizations to handle high volumes while improving agent coaching and performance tracking. Named customers include DB Schenker, Wingo Swiss, and ConnectEast, which report faster response times and improved scalability. Cisco recently closed two $1-billion-plus megadeals, launched the Webex AI Agent and AI Agent Studio, and integrated Thrive Reset tools to enhance agent wellness.
Cisco Customers / Case studies:
DB Schenker has migrated from on-premises systems to Webex Contact Center, improving agility and scalability across ~2,000 agents globally.
Wingo Swiss, a Swiss telecom brand, moved to Webex Contact Center, reducing average speed of answer by over 10 seconds, with real-time dashboards for agents & supervisors.
ConnectEast, operator of EastLink tollway, Australia, has modernized its contact center by migrating to Webex Contact Center + Webex Calling; gaining multi-channel support, real-time analytics, better mission critical communications.
Cisco’s video case studies have provided testimonials of Vivint Solar, T-Mobile, OceanX, Paychex on their experiences with Webex Contact Center.
Recent Activities / Wins:
Cisco has secured two “megadeals” each worth over USD 1 billion in FY 2025, which include their Webex portfolio (CCaaS, CPaaS, UCaaS) among other collaboration/security/networking offerings. CX Today reports.
Cisco has released AI-powered enhancements: the Webex AI Agent, AI Agent Studio, Cisco AI Assistant for Webex Contact Center (to help with conversational intelligence, context handoffs, and self-service) expected in or by Q1/Q2 2025.
RingCentral: Cloud-Native Contact Center with GenAI
RingCX, RingCentral’s AI-driven platform, unifies voice, messaging, and video for multichannel support. Clients such as The Office Gurus, Worldwide Express, and Hertfordshire Community NHS Trust use RingCX to cut costs and boost service levels. RingCentral’s contact-center customer base surpassed 1,000 accounts in 2025, and the company strengthened workforce management capabilities through its CommunityWFM acquisition.
RingCentral Customers / Case studies:
RingCentral said the Office Gurus uses RingCX for clients (outsourced contact centers) to deliver generative-AI capabilities, more digital channels; saw large reduction in cost per lead.
Worldwide Express used RingCX to exceed customer SLAs (service level agreements) by about 10 percent.
EON Health used RingCX for voice routing + digital channels, and analytics.
Hertfordshire Community NHS Trust uses RingCX to improve patient experience, efficiencies, enable remote working.
Several smaller / mid-market orgs: Spa & skin care (e.g Easton Dermatology), law firms (The Husband & Wife Law Firm) etc. are using RingCX.
Recent Activities / Wins:
RingCentral’s RingCX + AI Receptionist customer base passed 1,000 customers as of May 2025, from around ~700 just a few months earlier.
RingCentral acquired CommunityWFM, an AI-powered workforce management vendor, so as to add scheduling, labor analytics, time & attendance, compliance capabilities to its contact center platform.
Zoom: Agentic AI and Global Expansion
Zoom Contact Center leverages AI-assisted agents, predictive analytics, and integrated video to deliver personalized customer interactions. With over 700 customers, Zoom has rolled out Agentic AI features for autonomous task handling, launched operations in India with BYOC support, and added AI Expert Assist for supervisors to streamline quality management.
Zoom Customers / Case studies:
As of late 2023, Zoom Contact Center had “more than 700 customers”, ranging from mid-market to global enterprises.
Zoom has revealed that users like Stephen Lewis, Contact Center Systems Administrator; Noah Garden, Deputy Commissioner; Derrick Kelly, VP of Solutions Enablement have achieved improvements in customer experience.
Recent Activities / Wins:
Zoom has launched Zoom Contact Center in India (June 2025), offering BYOC (Bring Your Own Carrier) capabilities, omnichannel including voice, video, messaging, virtual agents etc.
Zoom introduced “agentic AI” features: upgraded Virtual Agent, better tools for supervisors (analytics, quality management, etc.) to reduce cost / complexity and improve customer satisfaction.
Zoom has added new AI Expert Assist capabilities for agents; enhancements to Zoom Workplace and integrations (e.g. with Google Meet) to improve productivity.
Digital-First CX with AI at the Core
Analysts highlight that a digital-first customer experience captures every customer interaction to predict needs and enable proactive responses. Generative and agentic AI enhance self-service, reduce agent workload, and provide supervisors with real-time insights.
Rajani Baburajan
