Training

Back by popular demand and updated with new content, our AI Masterclass explores the multifaceted world of AI and its business implications. The program begins with a review of the core concepts of the technology and its trajectory. We connect the technology to economic and business transformation, separating hype from reality, and examine the potential for productivity gains and success strategies for deploying AI in practical applications at scale. Topics include when to keep humans in the loop and practical examples of track KPIs. We will also discuss risks and pitfalls, as well as key ethical legal issues to help ensure fairness and transparency.

This session explains the task-based approach to understanding opportunities for AI that have genuine business value and how to create a roadmap for implementation. Come get a comprehensive understanding of AI's impact on business performance and discover the evolution of AI in Cisco Collaboration products and future directions.

Featuring Erik Brynjolfsson, the foremost authority on Generative AI and the Future of Work, and Professor at the Stanford Institute for Human-Centered AI (HAI).

Do you have a simple, on-premises voice platform with a contact center component? Not all platforms were built and designed the same! In this session, we'll take a look at the different components that comprise your on-premises deployment and see how they migrate to the different capabilities within Webex Customer Experience solutions. We'll give you an overview of the Webex Customer Experience platform and end-user interfaces. We'll take a look at typical deployment types of premise-based platforms—like Hunt Groups and products like UCCX—so you can build the pathway that best fits the specific personas and use cases for your organization.

The launch of ChatGPT in November 2022 was a historic moment that introduced GenAI to the world. That moment also represented a culmination of decades worth of rapid innovation and advancement in AI. This talk covers the “workhorse” algorithms of predictive AI: regression, classification, clustering, and neural networks. Using real-world examples and a light touch of math, this session will explore how these algorithms were able to solve increasingly complex problems. This session will provide real-world examples and examine why AI is so effective and pervasive across many industries. We’ll conclude at the doorstep of generative AI and discuss its success as well as where and why the technology failed along the way.

Have you ever wanted to hear from key product experts driving your favorite AI features in the Cisco collaboration portfolio? This includes features like background noise removal, meetings summaries, transcription, translation, and more! Here’s your chance to learn how we walk the talk on Responsible AI to make the experience inclusive for all.

In this interactive, technical, give-and-take deep dive, we'll share how we developed some of the cool AI features across audio, video, speech, and natural language while keeping data privacy and data diversity in mind. You'll learn what makes our approach both differentiated and industry-leading. Join us for this fun, interactive, and fast-paced session!

In the session, you'll learn how to take advantage of the latest Cisco hardware and software features to provide the best in-room and remote experience in the industry. Choose your deployment model and quickly and securely deploy everything from the most basic room, up to large and complex spaces, without the need of multi-vendor and multi-platform complexity. With Cisco AI built into every device, knowing where people are, who is talking, and being able to frame them appropriately, is natively available.

This lab focuses on actively using tools to assist with migrating configurations, users, and devices from on-premises-based Unified Communications Manager (UCM) to Webex Calling. It will include instruction around the steps and best practices on the migration process and strategy. The tools used in this lab will include those available with Control Hub, Cloud Connected UC, and third-party tooling.

In this session we will be exploring how to combine the many features of the Webex Contact Center and extend their functionality through the use of flow logic, external systems, and APIs to create a custom fit experience for your business.

While this session may be considered technical, we will be providing in depth explanations and demonstrations regarding the “what, why, and how” of the steps we are taking as we progress through the labs using simple language and analogies rather than jargon, so that everyone can easily understand the subject matter.

In this Desk Phone 9800 Series lab, attendees will learn about:

• Configuring the 9800 on Cisco Unified Communications Manager (UCM).
• Action button use cases.
• Configuring the action button for emergency and silent emergency calls.
• Configuring the favorite button to support up to 10 speed dials.
• Custom logo, wallpaper and kiosk mode (9871).
• PhoneOS migration from UCM to Webex Calling.
• New PhoneOS security (Talking track).
• Configuring hot desking with hot desk login.
• Smart Audio using AI noise removal.
• Webex Meetings.
• Provisioning using Cisco enhanced configuration in Control Hub.

Businesses in all verticals want to improve customer service and the ability to communicate with experts over video is growing in demand. For customers, interacting with experts needs to be easy and offered on their digital channel of choice.

Join us to explore Instant Connect video features and APIs and learn how to integrate them into digital channels with Webex Connect (CPaaS).

You’ll leave this session understanding:

1. How Instant Connect provides WebRTC based video communications leveraging APIs.
2. Real use case example on the orchestration power of Webex Connect, integrating not only with Instant Connect, but also with externals systems like CRMs.
3. How to create a fully working Webex Connect flow in your own developer sandbox.

In this course, you will learn how to monitor, customize, and enhance your workspaces by leveraging advanced macros, local WebSocket-connected Web Apps, and scalable Workspace Integrations.

In this session we will delve into tailoring both the end-customer, agent, and supervisor experience across voice and digital channels. We’ll show you how to leverage the Webex AI portfolio to facilitate self-service as well as agent assisted service to quickly and efficiently satisfy the end-customer’s needs.

We’ll employ a structured approach to demonstrate practical implementations and strategies to optimize contact center operations, improve customer satisfaction, and leverage emerging technologies effectively. The insights gained from these areas are crucial for organizations seeking to enhance their contact center performance and adapt to evolving customer service expectations in the digital age.

This session will continue the journey into the world of Generative AI. It will cover the transformer models that launched the Large Language Models, such as ChatGPT, which captured our imagination and unleashed new possibilities. We'll discuss why these models are so effective and, more importantly, where they can go wrong. The focus will be on techniques that are being employed to make these models more accurate, effective, and self-driving, such as RAG, RAG Fusion, RAFT, and Agent-based systems. This is an active area of research, but this session will bring it to life with demos of techniques that anyone can employ today.

Since early 2000, several companies have opened their collaboration boundaries by allowing calls through the Internet. In many cases, not only does this apply to audio and video calls, but also to PSTN calls. Consequently, toll fraud has now evolved with bots that try to exploit the company's Internet access to reach the PSTN, placing calls to auto-answer toll numbers. Identifying these calls before they get connected is crucial to mitigate toll fraud. This session focuses on a machine-learning approach to identify and block toll fraud and spam calls on Expressway following a number of key steps.

Cisco has the best one-two punch in the industry with Webex Calling and Webex Calling Dedicated Instance, which are both connected and integrated into the cloud. As such, these products can service any persona as one license and platform in the cloud. In this session, we'll look at best practices for optimizing your PSTN flow, including connectivity to Webex Contact Center. Additionally, we'll look at call flows from on-premises, including Cisco Unified Communications Manager (UCM) and Local Gateway, and how you can set yourself up for a clean migration and platform shift to the cloud.

Are you looking for a simple customer experience solution without a full contact center's complexity?

If so, come and learn about the Webex Customer Experience Basic and Essentials solutions. You'll gain an understanding of the key features along with how to configure them. We'll also take a look at the agent and supervisor experience for both solutions and highlight the differences between them. Finally, we'll review how to configure the queue features to manage incoming calls and how different agent settings will influence when calls are routed to them.

You'll leave this session understanding Customer Experience Basic and Essentials solutions with the ability to identify which one meets your users’ needs and how to deploy the solution.

You'll leave this session understanding the Customer Experience Basic and Essentials solutions with the ability to identify which one meets your users’ needs and how to deploy the solution.

IT is at the heart of all digital transformation projects that aim to deliver smarter, richer customer interactions, but there is constant pressure to speed up innovation. As a result, developers are looking for quick and easy-to-use communications APIs and tools that also reduce technical complexity.

This session spotlights Webex Connect, a CPaaS platform that merges APIs, low-code tools, and a high-performance engine to unify customer interactions.

In this session, we'll demonstrate integration with enterprise systems, productivity tools, and conversational automation on multiple channels. You'll walk away understanding how to orchestrate and automate customer journeys quickly and easily.

Moving to Webex Calling offers benefits including reduced OPEX, superior security, deployment flexibility, and scalability. In this session, we'll discuss migration options from Unified Communications Manager (UCM) to Webex Calling multi-tenant and dedicated instance.

As part of a migration, users and devices need to be moved from the existing on-premises UCM, features need to be mapped, and users need to be trained on the new experience. This session will cover key migration elements, strategies, and interworking essentials.

Finally, we'll give an overview of the existing options for bulk migration, automation using APIs, and existing tools. Some experience with both Unified Communications Manager and Webex Calling is required.

Migrating your end-users to Webex will provide them with the best collaboration experience. This will give them access to the latest Webex collaboration features, as well as position them for a successful migration to Webex Calling if/when they are ready to make the transition.

This session will cover the recommended approach and activities to successfully complete a migration from Jabber to Webex. We'll discuss essential tasks for each collaboration workload, examine various strategies, and emphasize best practices for a seamless admin and user transition. You'll learn about the different options for migrating users and contacts, as well as the tools available to assist in the migration.

Customers and partners considering a cloud calling deployment to Webex Calling need to tackle a number of decisions. This includes PSTN selection, location planning, dial plan design, integrations with existing call control systems, and mapping business requirements to Webex Calling features. In this session, you'll get guidance on these decisions, while also learning about the latest call routing enhancements. Note: this session does not cover Webex Calling dedicated instance.

This session will provide an in-depth understanding of how to migrate between Enterprise Firmware used with Cisco Unified Communications Manager (UCM) and Multiplatform Firmware used with Webex Calling for the Cisco IP Phone 7800 and 8800 Series. The purpose of converting firmware is to help migrate customers who already have existing phones. Participants will learn about migration automation tools within Control Hub as well as the Cloud Upgrader (upgrade.cisco.com) from a TAC engineer and co-developer to maximize your success rate by avoiding common mistakes.

Webex offers a comprehensive cloud collaboration suite, allowing users to interact and share content internally and externally. However, this collaboration poses risks, making it crucial to secure sensitive data against unauthorized access and loss.

This session examines organization data management and control topics for Webex deployments including:

• Built-in data control, data loss prevention (DLP), eDiscovery, anti-malware protection, and data retention capabilities of Webex.
• Webex APIs for monitoring and controlling organization data.

We'll explore DLP and compliance for Webex using Cisco Cloudlock, Theta Lake, and AGAT SphereShield. Familiarity with Webex services and the Control Hub portal is required for attendees.

This session will explore all aspects of identity, provisioning, authentication, and authorization on the Webex platform.

We'll explore Directory Connector, SCIM (1.0 and 2.0), REST API, Azure (Entra) AD Wizard, and SAML JIT provisioning. We will also do a deep dive on various parts of authentication, including single sign-on (SSO) via SAML and OpenID Connect (OIDC), multi-factor authentication (MFA), and multiple identity providers on Webex.

You'll learn about OAuth tokens for Webex authorization and admin token management. Finally, you'll discover how OIDC enables Zero Trust End-to-End Identity with Verifiable Credentials for Webex Meetings.

This intermediate-level session provides attendees with a detailed understanding of how Cisco communication solutions can interoperate with Microsoft Teams, with a specific focus on the calling scenarios.

The following topics will be covered:

• Using Cisco Phones and Peripherals with Microsoft Teams.
• Direct Routing for Microsoft Phone System.
• Direct Routing with CUBE.
• Direct Routing with Unified Communications Manager via Cisco Unified Border Element (CUBE).
• Webex Calling for Microsoft Teams.
• Client-side integration for Webex Calling and Cisco Unified Communications Manager.

A basic understanding of Cisco calling solutions is required for this session.

This intermediate-level session provides attendees with a detailed understanding of how Cisco collaboration solutions can interoperate with Microsoft Teams, with a focus on devices and meetings.

We'll cover high-level architectures, supported capabilities, and an overview of the end-user experience for:

• Cisco video devices and Cisco RoomOS experience.
• Interoperability using VIMT (CVI) Gateway.
• Interoperability using WebRTC (Direct Guest Join).
• Cisco video devices and the Microsoft Teams experience: Microsoft Teams Rooms/Displays/Panels.

Webex is a constantly evolving cloud platform with innovation happening all the time such as the Webex Edge Connect for Meetings and Calling. In this session, we'll review the Edge Connect solution, cover some of the key design considerations and deployment best practices, and discuss some of the latest updates to the offering. A general knowledge of Webex products is required.

Whether you're a seasoned pro or new to Control Hub, this technical session offers a comprehensive view of how collaboration technologies like Webex can be integrated with ThousandEyes, Meraki, Cisco Spaces, and Splunk.

The session will focus on:

ThousandEyes: where we will explore real-time network performance monitoring, gain an understanding of different agent types and how they complement each other, and learn how to configure proactive problem-solving techniques. This session will also cover how ThousandEyes enhances Webex Calling, Microsoft workflows (MTR, VIMT, WebRTC), and introduce new features for on-premise registered devices (CUCM) and PhoneOS.

Meraki: we will gain insights into achieving superior network management by integrating Meraki with Webex. This section demonstrates the ease of integration between the platforms, driving greater operational efficiency.

Cisco Spaces: Transform workspaces into smart, sustainable environments with sensor data from Cisco devices. Real-time monitoring, along with rich, interactive maps for contextual awareness, provide actionable insights for smarter workspace management.

Splunk: In this session we will discuss Splunk and how it's evolved into a comprehensive platform for monitoring, analyzing, and visualizing data in real time. We will look into key milestones in Splunk’s journey with the acquisition by Cisco, a move that positions for greater integration into Collaboration infrastructure and enhances it's capabilities in capturing logs and analytics from devices.

This session delivers practical strategies to enhance collaboration technology performance and streamline network management across platforms

Using a persona model allows one to focus on the features of that specific group, rather than one specific use case where the rest of the organization gets what’s left over. Come hear how Webex can help you identify those personas and craft a highly feature-rich option to meet each different use case your organization might have. The Webex platform is powerful, articulate, and driven towards a singular goal of user simplicity. Let us help show you that “Yes, Webex can do that!”

Webex administration is continually evolving. If you're thinking about deploying Webex, growing it, or are interested in avoiding a call to TAC, this session will help you understand the most common pitfalls customers run into when managing Webex. The content will be based on the most common challenges customers face when opening TAC cases around the following topics:

• Directory integrations such as Directory Connector and Azure AD Sync (includes understanding troubleshooting approach, available logs, and sync issues).
• Group synchronization issues and migration challenges.
• Single sign-on configuration issues and certificate updates (includes understanding a SAML assertion, SSO auth flow, and login issues).

Today, the vast majority of teams use two or more collaboration solutions, making reliable integration an increasing priority. In this session, participants will learn how to troubleshoot third party integrations like Microsoft Teams Rooms (MTR) as well as WebRTC integrations such as Google Meet, Microsoft Teams, and Zoom on Cisco collaboration endpoints. This includes common problems seen by our teams such as configuration, scheduling, meeting connection failures, and call quality. You'll leave this session with expertise on how to implement best practices, as well as solve unexpected problems, to make managing multiple meetings solutions seamless for both your IT team and end users.

This session will guide you through Webex Calling troubleshooting, focusing on multitenant components, including end-user onboarding, synchronization, management, location/number/dial plan management, and PSTN connectivity, including premises-based PSTN. It will not cover Dedicated Instance.

The session also includes troubleshooting with Control Hub, MPP phones, Webex App, Webex Devices, and SIP trunks to premises-based PSTN. It will address diagnosing media connectivity and quality issues and introduce diagnostic tools. Finally, we will explore APIs that allow you to automate the provisioning and troubleshooting of Webex Calling.

Knowledge of routine onboarding and administration in Control Hub is recommended for attendees.

Webex Calling offers a number of ways to manage the solution. Individual configuration of characteristics in Control Hub complemented by bulk provisioning of features, and, finally, public Webex APIs. The session covers everything from a brief overview of general fundamentals, including REST, JSON, serialization/deserialization, integrations, scopes, and OAuth flows to best practices to building provisioning tools using a Python SDK that enables easy consumption of the Webex Calling APIs. The SDK takes care of all aspects from data representation to error handling, logging, and pagination. Running code used in this session is shared with the attendees on GitHub. The session assumes some experience with development using Python.

This hands-on lab will provide participants an opportunity to implement Cisco calling interoperability with Microsoft Teams by focusing on any of the following scenarios:

Scenario 1: Microsoft Phone System Direct Routing to PSTN and UCM using Cisco Unified Border Element (CUBE).

Scenario 2: Webex Calling Integration for Microsoft Teams.

Scenario 3: Webex Calling (UCM Calling) Integration with Microsoft Teams.

A basic understanding of Cisco calling solutions is required to successfully complete this lab.

Customer Experience is the next-generation cueing platform that is part of Webex Calling. This lab will take us from the planning stages all the way to the agent and supervisor experience. Join us to plan how you can expand your current Hunt Groups and UCCX and how we can merge those into a next-generation experience inside Customer Experience for Webex Calling. We will cover and configure both Basic and Essentials, deployment of agents and supervisors, and route calls, as well as test out the solution to give you knowledge and experience to take home and deploy the features in your own environment.

This lab explores Webex security and educates attendees on the practical steps required to enable and manage security features and functions available with Webex deployments, including:

- Identity, Authentication (AuthN), and Authorization (AuthZ): Enable user provisioning and directory synchronization, explore settings and licensing templates, enable multi-factor authentication, and configure single sign-on (SSO) using SAML and OpenID Connect.

- Compliance: Investigate Webex data control including data loss prevention (DLP), eDiscovery, anti-malware protection, and data retention with built-in Webex capabilities and integrations to external compliance platforms. Cisco Cloudlock, Theta Lake, and AGAT SphereShield will be used to explore DLP and other compliance operations for Webex.

- End-to-End (E2E) Encryption: Examine Webex Zero Trust End-to-End encrypted meetings, DLP compliance, and digital watermarking capabilities in Webex Meetings.

In this lab, participants will learn about the Generative AI (GenAI) framework and various AI types, including an introduction to transformers, Retrieval-Augmented Generation (RAGs), Multi-Query, and RAPTORS, as well as the concepts of embeddings and vector databases. Participants will learn how to interact with large language models (LLMs) such as OpenAI, Gemini, and Llama, among others.

We'll examine GenAI frameworks such as Llama Index, LangChain, and Hugging Face, and apply them in AI app development. The lab includes creating an app to interface with platforms like Webex, applying the discussed concepts.

Participants will leave with a strong GenAI understanding and skills to build AI solutions.

Tired of repetitive tasks, human errors in updates, or lacking insights into your collaboration tools? Learn how APIs and automation can streamline your operations in this hands-on course.

Using modern development best practices, you'll develop a web portal that will automate the configuration of Cisco collaboration products, such as Cisco Unified Communications Manager (UCM) and Webex Suite (meetings, messaging, calling).

In this course, you'll learn:

• How to programmatically perform common tasks such as provisioning users, IP phones, and more.
• How to leverage APIs to gather real-time operational data.
• How to leverage Webex messaging APIs to send notifications and migrate users from on-premises UCM to Webex Calling.

Some experience with Python is highly recommended, but not required.

Video-enabled kiosks not only connect customers with agents in real time and reduce wait times, but also enhance overall satisfaction with the customer service experience. Explore the art of the possible with Cisco RoomOS devices and the Webex platform to digitally transform customer experiences.

In this session, through a series of detailed API calls, you will programmatically personalize a RoomOS device into a video-enabled kiosk and provision Webex Customer Experience Basics to power the agent experience.

As hybrid work becomes the norm, IT admins must swiftly pinpoint user-reported issues. This lab enables admins to use ThousandEyes for monitoring and troubleshooting Webex Calling, Webex Meetings, Cisco devices, and Webex Contact Center.

Learn to install endpoint agents, as well as cloud and enterprise agents, to monitor a live Webex meeting's network path. Discover how Meraki's Control Hub integration offers enhanced network path analysis for quicker issue resolution, showcasing Meraki, ThousandEyes, and Control Hub's combined strength.

Designed for admins who manage Webex deployments in Control Hub and provide support for end-users, this teaches implementing ThousandEyes for real-time traffic monitoring, addressing key use cases.

Join us for an introduction to Cisco device xAPIs. We'll discuss methods on how to interact with the device xAPI and the popular use cases. We’ll also show you how to build and program a custom user interface using the device xAPI and macro editor and how to deploy your customization to your organization.

You may already be aware that a wide range Cisco collaboration devices now support Microsoft Teams Rooms. However, you might be wondering: What are the benefits? How do I get started? And are there any trade-offs?

Join us for an immersive learning and lab session where we'll explore how to run the native Microsoft Teams Rooms experience on Cisco devices, complemented by hands-on exercises focused on conversion and onboarding processes. We'll also share best practices and strategic insights to ensure that by the end of the session, you'll depart with a thorough understanding of how to optimize Cisco devices running Microsoft Teams Rooms for your specific environment.

Webex Suite is a versatile collection of collaboration workloads designed to meet diverse communication needs across any industry and geographical location. This overview highlights the key components of Webex Suite, including video conferencing, team collaboration, cloud calling, and event management. It outlines the accessibility of these resources through multiple platforms and devices, ensuring users can leverage its full potential. This session is catered to users seeking to streamline their collaborative processes and learn practical tips for quick and effective adoption.

This training session is intended to equip users with the knowledge and skills to effectively use the Webex Calling platform for seamless communication and collaboration. The course aims to familiarize participants with the basics of Webex Calling, providing them with a strong understanding of the platform's features, functionality, and best practices for efficient use. The session is designed to accommodate all levels of experience and participants will gain an understanding of how to enhance their daily communication workflow with Webex Calling.

Join us to explore how you to leverage AI-powered tools to improve collaboration, engagement, and events. You’ll learn how Webex video messaging, powered by Vidcast, enhances asynchronous communication, enabling team members to share ideas and updates effectively, regardless of time zones. You’ll discover the power of Webex Events for creating unforgettable in-person, virtual, and hybrid experiences that bring people together from across the globe. And you’ll see how real-time polling tools can capture audience feedback and drive interactive sessions with Slido.

This session will provide you with the knowledge to foster a connected, productive, and engaged hybrid workforce.

In this session, you’ll learn the differences between Webex Webinars and traditional meetings, focusing on the scenarios that warrant the use of a webinar format. We’ll cover the unique roles, extensive customization options, and content personalization that webinars facilitate to suit various delivery styles and interactive needs. The session aims to impart best practices for organizing and executing a successful webinar, ensuring that presenters are well-equipped to deliver a specialized and engaging session.

Are you ready to automate your digital customer communications but aren't sure how to get started?

In this session, you’ll learn the basics of how Webex Connect, our cloud communications platform (CPaaS), can automate, orchestrate, and monitor your customer interactions and turn them into truly impactful customer journeys. You’ll learn about the robust channel options available in Webex Connect and learn how to set up a basic workflow with the low-code flow builder.

You’ll leave this session with an understanding of how using Webex Connect can improve your specific customer experience challenges through automation.

Join us as we introduce you to the Webex developer platform and how SDKs, bots, and embedded apps can support various industry use cases. We’ll provide you with the necessary groundwork to understand the underlying principles of how they work and explore the use cases and real-world examples of the problems they solve.

Finally, we’ll introduce you to our new AI assistant and show how this powerful tool leverages sophisticated Large Language Models (LLMs) to build new apps and integrations in seconds and navigate documentation to extract value.

Discover the power of the Webex developer platform and get the tools you need to be at the forefront of a technological revolution.

This session explores the strategies and tools for enhancing meeting engagement and interactivity. It delves into advanced features such as breakout rooms, annotation capabilities, and remote-control options, aiming to elevate the traditional meeting experience. Furthermore, it addresses prevalent meeting challenges and provides practical solutions to effectively navigate and resolve these issues. This session serves as a resource for individuals looking to enrich the meeting experience for their organization.

This class provides a deep dive into the daily responsibilities of administrators managing Webex Calling. Aimed at both new and experienced admins, the course offers a realistic view of the essential tasks associated with the setup and maintenance of Webex Calling services. Participants will engage with practical scenarios to understand call flows, user account management, and system performance optimization. The class covers the foundational aspects of Webex Calling, deployment strategies, and best practices for maintaining high-quality communication. Attendees will leave with actionable knowledge to streamline their administrative workflow and leverage Webex Calling's full potential for their organization's benefit.

In this session, you’ll learn about the common communication challenges modern enterprises face and how to solve them through the robust features available in Webex Calling. Participants will explore real-world business problems such as fragmented communication channels, inefficient call management, and scalability issues. By the end of the course, participants will be equipped with the knowledge to streamline their organization's communication processes, improve collaboration, and drive business growth through the effective use of Webex Calling.

Join us for a session on Webex Calling analytics where we’ll deep dive into Control Hub's real-time dashboards and customizable data visualizations. Learn how to measure ROI, optimize features, and lead business transformation efforts through informed decisions. Equip yourself with advanced troubleshooting tools for a detailed user experience assessment, resolving issues quickly to enhance call quality. Dive into critical call quality metrics like jitter, packet loss, and latency, and apply proven troubleshooting techniques to maintain superior communication performance. Transform your organization's approach to analytics with this insightful session.

Join us for a session designed for existing customers and customers who are exploring the transition to cloud. We’ll delve into how Webex Contact Center delivers a streamlined admin experience, transforms customer interactions, and revitalizes agent performance.

You’ll learn:

1. How Webex Contact Center delivers an omni-channel experience across voice and digital channels.
2. Advanced routing and orchestration tools that ensure efficient call handling.
3. How to utilize virtual agents and data to make interactions more predictive and contextual.
4. The latest advancements in managing Webex Contact Center.
5. How AI is revolutionizing CX, user productivity, and efficiency.

We recommend joining the Hands-On Lab after this session.

The landscape of customer service is undergoing a transformation as businesses delivers more intelligent and personalized experiences. Within this shift, the role of the agent in crafting exceptional customer experiences cannot be overstated.

This session dives into the evolution of CX, emphasizing the role of agents and supervisors as architects of positive interactions. Participants will explore the customization of agent desktops and gain insights into cutting-edge AI features such as agent wellness and auto-response capabilities to streamline operations and enhance customer satisfaction.

Join us to explore the future of CX, where empowered agents, supported by technology, drive unparalleled levels of customer satisfaction and loyalty.

This class focuses on the benefits of Cisco's new contact center Cisco Cloud Services and Webex Contact Center Enterprise (CCE) for large organizations looking to transition their contact centers to the cloud.

Key topics include:

• Minimizing risk while adding value and functionality with Cloud Services and the underlying architecture supporting it.
• Advantages of a phases approach to migrating and adding business and IT value at each stage.
• What to consider and expect when planning your migration to Webex CCE from on-premises and the latest Webex CCE features.

This session is ideal for IT professionals or decision-makers involved in managing or planning to migrate their contact center to the cloud using Webex CCE.

This session will be an in-depth exploration of Webex Contact Center APIs and Webhooks, where we will delve into essential topics such as Webex Contact Center REST, GraphQL, gRPC APIs, and Webhooks. Discover how these technologies can seamlessly integrate into your contact center environment, allowing for tailored solutions that meet the unique needs of your organization.

Discover how you can leverage Webex Contact Center APIs for workforce optimization, custom analytics, custom agent/supervisor desktops, quality management, outbound dialers, and more.

Join us as we dive deep into the power of data and reporting within Webex Contact Center.

You’ll learn how to:

• Generate, customize, and interpret reports for improved decision-making.
• Master Reporting Analyzer UI, a user-friendly interface for converting data into insights.
• Create dynamic customer profiles and personalize experiences by integrating data sources across multiple channels in real-time.
• Apply AI-driven predictions of post-interaction customer satisfaction to enhance service quality.
• Utilize AI to identify top reasons for customer calls.

Whether you’re a data enthusiast, customer service leader, or technical expert, you’ll leave this session equipped with the tools you need to elevate customer experiences.

Join us for an in-depth exploration of leveraging generative AI for self-service experiences with virtual agents. This session showcases how you can build, integrate, and manage virtual agents (VAs) backed by Large Language Models (LLMs) on both voice and digital channels. Additionally, learn about the full spectrum of VA types offered on our virtual agent studio and how to pick one for your use case. Witness live demos of how to build and deploy VAs, including executing fulfillment flows, seamless escalations, and third-party integrations. Learn how to choose and build the right virtual agent to to transform customer interactions, enhance operational efficiency, and utilize AI-driven automation.

Explore the use of gRPC APIs to orchestrate a virtual agent integrating any third-party AI services including Text to Speech, Speech to Text, Natural Language Understanding, and Large Language Models. This session will cover hosting an application, establishing a gRPC stream connection, authentication, and business logic orchestration. Additionally, delve into orchestrating scenarios such as Directed Dialog, Voice Biometrics, DTMF Event Handling, User Authentication, and more using 3rd party AI services.

Craft customer experiences with 3rd party virtual agent workflows tailored to align seamlessly with your business objectives.

This hands-on lab offers IT professionals and admins a deep dive into managing and optimizing Webex Calling. It provides a hands-on experience in a simulated environment to master configuration and management techniques specific to multiple locations and PSTN integration. Attendees will learn to customize the calling experience, connect traditional telephony with VoIP, manage dial plans and numbers, and implement call routing policies while adhering to regulations. The session also covers securing voice communication and maintaining service quality. By completing this lab, participants will gain practical skills to manage Webex Calling's advanced features, ensuring an efficient, compliant, and high-quality calling infrastructure.

This hands-on lab empowers IT professionals to master Webex Calling. With expert facilitation, participants will engage in an interactive session within a simulated learning environment where they’ll learn best practices for Webex Calling user management, device setup, workspace optimization, and maintenance. Participants will leave this session with the necessary skills and abilities to ensure effective communication infrastructure management for their organizations.

Aimed at IT admins and communication specialists, this lab will help you master the advanced functionalities of Webex Calling. We’ll provide participants with a real-world simulated learning environment to explore and refine their skills in advanced call handling and automated communication systems. Key topics include call forwarding, hunt groups, call pick-up, shared line appearances, as well as setting up and customizing auto attendants and IVR systems. With expert facilitation, you’ll transition from theoretical understanding to practical application with the ability to implement enhanced strategies and optimize your Webex Calling setup. This lab is ideal for those seeking to elevate their organization's communication infrastructure.

Enhance your Webex Calling expertise with this hands-on lab, ideal for IT administrators and communicators aiming to utilize the platform's full capabilities. Participants will actively engage with voice mail configuration and call queue management in a simulated, real-world environment. Expert guidance ensures practical skill acquisition in advanced features for optimized communication flows. Post-session, attendees will be adept at creating an efficient, innovative Webex Calling setup, ready to implement sophisticated solutions that elevate their organization's telephony infrastructure. This lab is your path to mastering complex Webex functionalities and transforming your enterprise communication systems.

In this session, participants will delve deep into the intricacies of Webex Contact Center. They will gain hands-on experience exploring the latest advancements in reimagining customer experiences and the capabilities that Webex Contact Center offers. We’ll discuss how Webex Contact Center delivers a streamlined admin experience, transforms customer interactions, and revitalizes agent performance.

This session will focus on foundational configuration entities, administration, and flexible contact routing capabilities to deliver an efficient and personalized customer experience. Additionally, we will explore AI capabilities that elevate the experience further by providing actionable insights to the agents and administrators.

Join us as we dive deep into the power of data and reporting within Webex Contact Center.

You’ll learn how to:

• Generate, customize, and interpret reports for improved decision-making.
• Master Reporting Analyzer UI, a user-friendly interface for converting data into insights.
• Create dynamic customer profiles and personalize experiences by integrating data sources across multiple channels in real-time.
• Apply AI-driven predictions of post-interaction customer satisfaction to enhance service quality.
• Utilize AI to identify top reasons for customer calls.

Whether you’re a data enthusiast, customer service leader, or technical expert, you’ll leave this session equipped with the tools you need to elevate customer experiences.

This hands-on lab will provide participants with an opportunity to familiarize themselves with Webex Connect. We will walk through three scenarios where you will learn how to build basic workflows inside the flow builder, add rich channels, and integrate into systems.

Scenario 1: Setting up the sandbox and familiarizing yourself with Webex Connect

Scenario 2: Building your first SMS Appointment Reminder workflow

Scenario 3: Adding WhatsApp and IVR integrations

This hands-on lab will provide participants with a foundational knowledge base of the primary configurations required to launch a new Control Hub environment. We will discuss and demonstrate the importance of verifying and claiming your domains, claiming users from the Consumer Org, and the benefits and requirements of Single Sign-On (SSO), Directory Connector, Calendar Connect and Automatic License assignments. This lab is designed for new Webex customer admins and partners who onboard users so they can get their deployment up and running with a firm foundation.

Unlock the potential of Webex Contact Center with our lab session on integrating Cisco Customer Journey Data Service (CJDS) with Webex Contact Center. This hands-on experience will guide you through the utilization of CJDS to enrich customer interactions within your voice flows. Learn to manually inject events and adapt flow controls, enhancing the customer experience with personalized service. Perfect for administrators and developers, this lab provides the practical skills needed to leverage CJDS in your contact center operations. Join us and learn how to elevate your customer engagement strategy.

This interactive technical session focuses on the evolution of Contact Center Enterprise (CCE) and benefits of Webex CCE for large enterprises looking to transition their contact centers to the cloud. Key learning objectives include:

• Understand the specific cost-based benefits of moving to Webex CCE.
• Discover how new cloud integration components within the updated architecture add to the flexibility of an already proven core platform.
• Experience Webex Control Hub as it relates to Webex CCE.
• Expore the new features.

This session is ideal for IT professionals or decision-makers involved in managing CCE or planning to migrate their enterprise contact center to the cloud using Webex CCE. Audience: Current CCE and Webex CCE customers.

Have you ever wondered why you're not seeing your customer, why you have limited administrative capabilities on a customer's Webex organization, or how to diagnose errors in Partner Hub?

If so, this session is for you. We will deconstruct how the Partner/customer relationship works in Partner Hub and what can impact you from properly managing your customers regardless of whether they have a paid subscription or a trial. We'll also dive into common Partner Hub errors and how to leverage web debugging techniques to get beyond what the interface is telling you.

Learn about how the latest Cisco Devices are designed to deliver next generation meeting experiences.

A blend of multi-camera technology and software-driven intelligence through RoomOS enables Cisco Devices to create an inclusive audiovisual experience for remote and in-office participants. Combine this with multistreaming capabilities in Webex and you will be able to truly enjoy immersive encounters. Find out what Cisco is doing to take Distance Zero to the next level.