WebexOne | Agenda

Technical Training Class

TRAINING PASS REQUIRED

Webex Identity: Deployment and Design Foundations

Technical Training Class: Intermediate

This session provides a practical look at Webex Identity with a focus on user provisioning, authentication, and authorization. Attendees will learn how Webex integrates with identity platforms:
- Active Directory
- Entra ID
- Duo

We'll focus on user provisioning, authentication, and authorization using common protocols and standards:
- SCIM 2.0
- SAML
- OpenID Connect

The session also covers license management, domain management, user lifecycle status changes, MFA, SSO, multiple IdPs, and token management to help Webex administrators develop a secure identity strategy.

CE credits: 2

Speakers

Cisco

Scott Kiewert is a Technical Marketing Engineer in the Collaboration Technology Group (CTG) at Cisco. He helps to provide best practice guidelines for Cisco Unified Communications Manager and Webex. His main areas of focus are on-premises collaboration and Webex identity, security, privacy, and APIs. He has authored questions for multiple Cisco certification exams and holds an active CCIE Collaboration certification.

Technical Training Class

Platform/Architecture

Control Hub

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Level Up Your Customer Service: Webex Calling Customer Assist

Technical Training Class: Foundation

This session empowers attendees to understand and implement a basic voice-only contact center using Webex Calling Customer Assist. We'll explore the advantages over standard voice queues, demonstrating how it enhances the caller experience, agent efficiency, and overall operational effectiveness. Through core concepts, a practical walkthrough, benefit analysis, and diverse use cases, participants will learn to build and leverage a simple voice hub for improved customer service and professionalism. The session concludes with a recap and actionable next steps for exploring Webex Calling Customer Assist.

CE credits: 1

Speakers

Cisco

Susan Parrish is a Technical Enablement Specialist at Cisco with over 20 years of experience in technology and customer-facing roles. Specializing in Webex solutions, she bridges the gap between complex software and practical application through effective adult education strategies. A 5-star instructor at WebexOne since its inception in 2022 and a 2025 Visionary Award nominee, Susan is also an active member of Women of Cisco and Women in Collaboration. She holds a Master’s in Adult Education from East Carolina University and a BS in Management of Information Systems from Mount Olive University. Outside of her professional work, she enjoys tailgating at ECU football games, traveling, and spending time at the beach.

Technical Training Class

Employee Experience

Customer Experience

Suite

Calling

Contact Center

Technical Training Lab

TRAINING PASS REQUIRED

Making Zero Downtime a Reality with Webex Calling

Technical Training Lab: Intermediate

Unlock enterprise-grade reliability in Webex Calling with Local and Survivability Gateways. The Local Gateway provides flexible, registration-based cloud-to-premises connectivity, while the Survivability Gateway acts as a critical failover mechanism during outages. By leveraging their co-residency, organizations can build resilient voice environments that maintain continuous service. This session examines the architecture, integration, and proactive management of these features, providing the technical foundation for high-availability hybrid voice deployments.

CE credits: 4

Speakers

Cisco

Bryan Waldmann is a Collaboration Solutions Engineer / SE Leader on the Cisco Collaboration Experience Program (CCEP). In this role, Bryan guides the Collaboration Pre-Sales trial team, working closely with customers across a range of industries. He brings deep expertise in Webex Calling, UCM/DI, US FedRAMP, and Webex Devices. Bryan has presented/spoken at multiple WebexOne and Cisco Live sessions in the past. Prior to joining CCEP, Bryan worked in the Partner space, deploying CUCM and video solutions nationwide, with a particular focus on healthcare. He successfully led conversions of hundreds of hospitals and physician sites to CUCM. Bryan lives in the Cincinnati Metro area with his wife and five children.

Cisco

Rajamani Nallakaruppan is a Collaboration Solutions Engineer/TSA on the Cisco Collaboration Experience Program (CCEP) team. Specializing in Webex Calling, Dedicated Instance, Contact Center, and Devices, he leverages over a decade of experience in Cisco Unified Communications to help customers succeed. Formerly a Technical Consulting Engineer in CX, Rajamani is a frequent speaker at Cisco Live and holds a Bachelor of Engineering from Anna University.

Cisco

I’m a Cisco Collaboration Engineer with the dCloud team, specializing in collaboration, cloud, security, and enterprise technologies across Cisco and integrated solutions. I’m passionate about AI/ML and exploring innovative ways to apply AI, automation, and emerging technologies to improve troubleshooting, customer experiences, and technical operations. I enjoy building technical demos and lab environments that showcase integrated cloud, security, observability, and on-premises capabilities.

Technical Training Lab

Employee Experience

Suite

Calling

Platform/Architecture

Integrations

Troubleshooting

Technical Training Lab

TRAINING PASS REQUIRED

Deep-Dive into Cisco RoomOS xAPIs

Technical Training Lab: Foundation

This hands-on lab focuses on teaching different integration points—SSH, HTTP, WebSockets, Cloud xAPI, Macros—for RoomOS endpoint customization and automation. You’ll learn xAPI fundamentals, UI extensions, and web content. Plus, you’ll build your own customization using Macros and begin your deployment journey, introducing Control Hub's ability to deploy customizations and using third-party tooling that leverages the same xAPI to deploy at scale.

CE credits: 3

Speakers

Cisco

Tim Kratzke has been working on Cisco Telepresence products for over 14 years, ranging from Immersive video systems, video infrastructure such as Cisco Meeting Server (CMS) and Expressway, and for the past 8 years specializing in video endpoints. After working as a Telepresence TAC engineer, Tim now works with global CX teams training new engineers, building tools and automation to aid in the troubleshooting process, and working with engineering to improve the serviceability of collaboration video endpoints. In his spare time Tim is an avid hockey fan and enjoys traveling and exploring new destinations.

Technical Training Lab

Devices

Control Hub

Integrations

Technical Training Lab

TRAINING PASS REQUIRED

Splunk Cloud Reporting: Contact Center Analytics and Observability

Technical Training Lab: Intermediate

This hands-on session explores how Splunk can serve as a unified platform for reporting, analytics, log management, and application and infrastructure observability across on-premises Contact Center Enterprise (CCE) environments. Attendees will learn how to build real-time and historical reports, use prebuilt KPIs, centralize CCE log collection and analysis, and apply observability data to monitor and troubleshoot contact center applications. You'll see how Splunk and ThousandEyes bring reporting, operational insights, and support workflows together in one scalable platform for faster decision-making and effective operations.

CE credits: 3

Technical Training Lab

Customer Experience

Contact Center

Platform/Architecture

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

The AI-Powered Contact Center: Orchestrating Agents, Assistants, and Quality Management

Technical Training Class: Intermediate

This deep-dive session shows how to build a fully AI-augmented contact center using Webex. Through live technical demos, you'll learn to configure autonomous AI Agents for self-service, AI Assistant tools to support human agents, and AI-powered Quality Management to automate 100% of interaction review. Leave with a working blueprint for driving efficiency, reducing attrition, and ensuring consistent quality across voice and digital channels.

CE credits: 2

Technical Training Class

AI

Customer Experience

Suite

Contact Center

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Webex Security and Data Compliance

Technical Training Class: Intermediate

This session explores the full scope of Webex security, data control, and compliance — including built-in data retention, encryption and key management, communication and device control, and data loss prevention, eDiscovery, and archiving. Live demos with Cisco Secure Access and Webex Compliance Hub illustrate the key concepts throughout.

CE credits: 2

Speakers

Cisco

Matt Jordy is a Principal Technical Marketing Engineer in the Collaboration Technology Group at Cisco. He provides collaboration solutions design and deployment guidance to the Cisco sales force and Cisco's customers and partners around the world. His primary technology focus is on-premises and cloud collaboration security.

Technical Training Class

Employee Experience

Suite

Devices

Platform/Architecture

Technical Training Class

TRAINING PASS REQUIRED

Webex Calling: Latest Features and Enhancements

Technical Training Class: Intermediate

Webex Calling, the leading cloud calling solution, continuously gets updated and enhanced with new and improved features. In this session, we'll give an overview of all major enhancements from the last few months and discuss use cases for each. This session helps attendees stay current with the latest in Webex Calling and benefit from the new functionalities and options available.

CE credits: 2

Speakers

Cisco

Johannes Krohn joined Cisco System in Germany in 2000. In his over 30 years of experience in the networking and telecommunication industry he worked in several IT companies gaining knowledge in engineering, system design and technologies from ATM to multiprotocol networking. In the last 20+ years he mainly focussed on IP telephony, Unified Collaboration and on-premise and cloud based collaboration solutions. As Technical Marketing Engineer working on Collaboration System Architectures he provides design guidance in key projects and is responsible to transferring new product information of Cisco Collaboration Solutions to audiences internally and externally. Technology focus areas include call routing architectures, collaboration architecture simplification and cloud collaboration. As part of the continuous development cycle he is providing input to the system level planing of future solutions. He holds a CCIE Voice.

Technical Training Class

Employee Experience

Suite

Calling

Technical Training Class

TRAINING PASS REQUIRED

Webex Calling APIs: System Control in the Post-JTAPI/SOAP Era

Technical Training Class: Expert

This session explores the APIs available with Webex Calling — starting with the OAuth token flow, then covering common API use cases including programmatic desk phone control, call detail record retrieval, user provisioning, and hardware asset inventory. You'll also learn about the different OAuth token types and how to configure them on developer.webex.com.

CE credits: 3

Speakers

Cisco

Carl Newton is a solutions engineer on the Cisco Collaboration Experience Program (CCEP) Team, specialising in configuring customer trials of cloud collaboration solutions. With over 20 years experience in the field, he has deployed countless setups of the wider range of Cisco Collaboration solutions globally. This broad experience enables him to engage with product deployment, development and education; ensuring customers get the best solution to meet their collaboration needs.

In-Person

Technical Training Class

Employee Experience

Suite

Calling

Devices

Control Hub

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Deploying Secure AI for UCCE and Private Cloud Environments

Technical Training Class: Intermediate

Organizations running on-premises UCCE and private cloud environments face a critical challenge: how to adopt generative AI without compromising security, data sovereignty, or control. This session provides a technical and strategic framework for deploying AI agents in high-security contact center environments while preserving the integrity of existing infrastructure.

We will explore four key areas. First, you'll learn how Customer Voice Portal (CVP) and existing call flows integrate with Cisco AI Studio, including the technical handoffs and orchestration between legacy logic and modern AI services.

Next, you'll learn how to address data sovereignty and security by defining clear boundaries between private cloud environments and externally processed workloads to help close the trust gap.

We'll then explore strategic AI orchestration and how to move beyond a single-bot model toward a multi-agent architecture. Topics include Silent Transfer, Announced Transfer and MCP handoffs, as well as how to establish boundaries for agent specialization.

Finally, we'll cover governance and advanced observability, including how to implement Cisco's AI Impact Assessment framework to manage fairness and safety while proactively monitoring for hallucinations, accuracy drift, and system prompt changes.

You'll leave with a clearer path for modernizing UCCE with secure, observable AI while maintaining control over infrastructure, data, and deployment-and a practical framework for bridging legacy reliability with autonomous customer experience.

CE credits: 2

Speakers

Cisco

Rajiv Krishnan leads UCCE AI Agent, driving the strategy, vision and roadmap for AI Agent across UCCE, PCCE and WxCCE solutions. He also manages Webex WFO across all Cisco Contact Center solutions. Prior to these responsibilities, Rajiv was the Product Leader responsible for the Webex Contact Center Agent Desktop. He also conceptualized and drove the launch of the Webex Contact Center Supervisor Desktop.

Rajiv has presented at several Cisco Live Breakout sessions in past years. He has been with Cisco for over 11 years. He started his journey at Cisco as the Product Manager for Cisco Finesse, he strategized and led Finesse Releases across several versions, including the crucial Finesse UX refresh.

Rajiv has industry experience spanning 25+ years, including career stints at IBM, Talisma, Anthology and Ericsson. Rajiv holds a Bachelor of Technology degree from the prestigious National Institute of Technology, Warangal, India.

Technical Training Class

AI

Customer Experience

Contact Center

Platform/Architecture

Control Hub

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Beyond Automation: A Consulting-Led Framework for AI in Customer Experience

Technical Training Class: Intermediate

Most AI-in-CX initiatives underdeliver because they're treated as feature rollouts, not strategic programs. This session introduces a practical consulting framework — covering discovery, journey insights, use case prioritization, experience design, and continuous optimization — to help you identify high-impact opportunities, avoid common pitfalls, and build AI systems that produce measurable outcomes.

CE credits: 2

Speakers

Cisco

Gagarin Sathiyanarayanan is a Cloud Engineering Technical Leader at Cisco, leading forward-deployed engineering initiatives for Webex Contact Center with a heavy focus on agentic workflows and AI architecture. He has over a decade of professional experience designing scalable systems and building technical workflows, specializing in embedding cutting-edge AI automation into enterprise CCaaS platforms.

Technical Training Class

AI

Customer Experience

Contact Center

Platform/Architecture

Technical Training Class

TRAINING PASS REQUIRED

Webex Calling Customer Assist: Smarter Support, Made Simple

Technical Training Class: Intermediate

Webex Calling Customer Assist is redefining what's possible for organizations that need a simpler customer service solution.

In this session, we'll explore the latest enhancements that improve experiences for callers, agents, and supervisors. You'll see how Webex Calling AI powers new capabilities and how Customer Assist works alongside the broader Webex Calling platform to deliver a smarter, more efficient solution for smaller teams and growing organizations.

We'll also preview upcoming features and share what's next on the roadmap, so you'll know how the platform is evolving and where it's headed.

CE credits: 2

Speakers

Cisco

Steven Fly is a Technical Marketing Engineer (TME) within Cisco's Collaboration Technology Group, bringing more than 20 years of experience in Cisco Unified Communications, Cisco TelePresence/video collaboration, and Webex technologies. His areas of expertise include Webex Calling, Webex Customer Assist, AI Receptionist, and Webex migration strategies. Steven has delivered multiple technical sessions and hands-on labs at Cisco Live, sharing best practices and technical expertise with customers, partners, and Cisco engineers.

Steven has worked with many of Cisco's enterprise customers and partners, helping them define and execute their collaboration strategies, architectures, and solution designs. He collaborates closely with Cisco's Webex product management and engineering teams, translating customer feedback and real-world requirements into product enhancements and future capabilities.

Technical Training Class

Employee Experience

AI

Customer Experience

Suite

Calling

Contact Center

Technical Training Class

TRAINING PASS REQUIRED

Troubleshooting Webex Authentication and Provisioning

Technical Training Class: Expert

Identity issues are among the most common — and frustrating — challenges in Webex administration. Drawing from real TAC case trends, this session covers directory integrations (Directory Connector and Entra ID sync), sync failures, SSO configuration, certificate management, and SAML assertion analysis. You'll leave with a clear picture of how Webex identity works and a repeatable troubleshooting framework ready to apply immediately.

CE credits: 3

Speakers

Cisco

Paul is a Principal Engineer at Cisco within the Customer Experience (CX) organization, where he supports Webex solutions. His work spans several areas, including driving product serviceability, building AI solutions for TAC case-opening tools, and shaping a global TAC support strategy.

Paul has spent his entire professional career working with Collaboration technologies. He began as a TAC engineer supporting the on-premise Collaboration portfolio, with a primary focus on Immersive systems and Mobile and Remote Access. Over the past decade in Webex support, he led the effort to bring Webex support into alignment with Cisco's global CX support teams.

Today, his time is split between product and innovation. On the product side, he focuses on the Webex administration experience, working with Webex Control Hub and Cisco/Webex Identity. On the innovation side, he drives AI Assistant solutions that deliver personalized answers for customers' most common questions.

Paul is passionate about driving change within Webex products to deliver better serviceability and self-service capabilities to customers, partners, and everyone who uses them. He is a former WebexOne speaker and a Cisco Live Hall of Fame Distinguished Speaker.

Technical Training Class

Platform/Architecture

Control Hub

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

From Logs to Resolution: Advanced Troubleshooting for Hybrid Calendar Environments

Technical Training Class: Expert

From June 2025 to April 2026, over 1,000 Hybrid Calendar cases revealed that 65% of issues stemmed from mailbox misconfigurations, permissions, or external dependencies rather than Webex itself. This session equips you with practical techniques to rapidly identify root causes using APIs, AI-driven analysis, and log reviews across Exchange, Google, and Microsoft 365. Learn how to isolate third-party issues, streamline troubleshooting, and reduce downtime, enabling faster resolution and more reliable Webex Scheduling deployments.

CE credits: 3

Speakers

Cisco

Josue Vizcaino is a Technical Consulting Engineer at Cisco, with over 24 years of experience in the IT industry and 8 years at Cisco. As a Team Leader in the Webex Meetings TAC in RTP, North Carolina, Josue plays a key role in driving technical excellence and process improvements within the Technical Assistance Center (TAC). He is also a Cisco Live and Webex One speaker, sharing his expertise with a global audience through technical breakout sessions and hands-on labs.

Passionate about knowledge sharing and mentorship, Josue has led chalk talks, training sessions, and workshops covering a range of networking topics, including Webex and Hybrid Services. He is actively involved in multiple initiatives aimed at enhancing TAC processes, ensuring efficiency and continuous improvement in customer support and troubleshooting.

Josue holds a Master of Science in Computer Networking and multiple industry certifications, including ITIL v3 Foundations, Cisco Meraki Network Associate, and Google Apps Certified Administrator.

Technical Training Class

Employee Experience

AI

Suite

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Unifying the Webex Platform with Webex Contact Center and Webex Calling

Technical Training Class: Intermediate

This technical session explores the architecture and capabilities of a unified Webex platform. We will examine how Webex Contact Center and Webex Calling streamline infrastructure, simplify deployments, and power seamless customer experiences. We will begin with a brief overview of today’s Webex Contact Center Common Edge Services, followed by a quick look at future use cases that Webex Common Media Services will enable.

The core of the session will focus on the technical mechanics of Webex Contact Center Common Edge Services. We will dive deep into PSTN and routing options including Cloud Connected PSTN (CCP) and Bring Your Own PSTN (BYOPSTN). We'll cover the Edge Connect architecture to bring media to Webex using private link, as well as global deployment strategies with a spotlight on supporting operations in India.

Finally, we will cover key cross-platform integrations designed to optimize operations. You will learn about advanced reporting that captures Webex Calling call legs, Webex Calling device control, WebRTC enhancements, and Webex Messaging for agent-to-supervisor collaboration. We will conclude with roadmap highlights.

CE credits: 2

Speakers

Cisco

Amy Ryan is a Principal Solutions Engineer at Cisco with over 26 years of experience driving innovation in networking and collaboration technologies. Throughout her 16-year tenure within Cisco’s Global Collaboration Sales Engineering organization, Amy has established herself as a trusted advisor, specializing in the architecture and deployment of complex enterprise-grade solutions. Her technical expertise spans the full spectrum of calling architectures—including premise, cloud, and hybrid environments—with a particular focus on seamless cloud migrations and the implementation of robust hybrid work strategies. Amy is a recognized leader in field sales and partner enablement, having spearheaded high-impact initiatives such as Collaboration Technical Advisory Groups and Cisco’s X-Architecture programs. As a Cisco Live Hall of Fame Distinguished Speaker and a CCIE (#24677), Amy is widely respected for her ability to translate intricate technical requirements into scalable, business-aligned solutions. She continues to be a driving force in the evolution of collaboration technology and helping organizations navigate the complexities of the modern digital workplace.

Technical Training Class

Customer Experience

Calling

Devices

Contact Center

Platform/Architecture

Integrations

Technical Training Class

TRAINING PASS REQUIRED

From Pain Points to Power Moves: Webex Calling Design in Action

Technical Training Class: Intermediate

You may know the Webex Calling feature set, but when a customer brings you a real-world challenge, do you know which capabilities best solve the problem?

In this interactive session, we’ll move past the feature tour and focus on the “what’s in it for me” behind Webex Calling. You’ll work in groups to design solutions for businesses that need to stay connected, compliant, and collaborative. Whether you’re new to Webex Calling or ready to sharpen your approach, you’ll leave with stronger discovery skills and a clearer way to match customer needs to the right solution.

CE credits: 2

Speakers

Cisco

Susan Parrish is a Technical Enablement Specialist at Cisco with over 20 years of experience in technology and customer-facing roles. Specializing in Webex solutions, she bridges the gap between complex software and practical application through effective adult education strategies. A 5-star instructor at WebexOne since its inception in 2022 and a 2025 Visionary Award nominee, Susan is also an active member of Women of Cisco and Women in Collaboration. She holds a Master’s in Adult Education from East Carolina University and a BS in Management of Information Systems from Mount Olive University. Outside of her professional work, she enjoys tailgating at ECU football games, traveling, and spending time at the beach.

Cisco

Vanesa Melendez is a Training Specialist currently providing training for Webex Calling and Webex Contact Center at Cisco Webex Academy. With previous experience at Broadsoft and Ericsson. She is an Panamanian graduated in Electronics Engineering with more than a decade of experience in the telecommunications field.

Technical Training Class

Employee Experience

Suite

Calling

Technical Training Lab

TRAINING PASS REQUIRED

Troubleshooting Webex Observability with ThousandEyes and Splunk Integrations

Technical Training Lab: Intermediate

This hands-on lab guides administrators through building a complete Webex observability stack. Attendees will configure ThousandEyes endpoint and enterprise agents to monitor Webex Calling, Meetings, and Cisco Devices, leverage Meraki and Control Hub integration for network path visibility, and use Splunk to ingest, correlate, and visualize data for actionable assurance dashboards.

CE credits: 4

Speakers

Cisco

Rafat is a Systems Architect at Cisco Systems with dual CCIE certifications in Voice and Collaboration technologies. He brings over 15 years of experience delivering and supporting Cisco collaboration solutions across diverse industries, including large financial institutions, healthcare, and hyperscale accounts. Rafat's expertise spans both on-premises and cloud collaboration products, with a strong focus on cross-architecture integrations involving Collaboration and Observability platforms. Previously, he contributed as a Collaboration Architect within Cisco's Advanced Services team and gained deep technical insights as a TAC engineer supporting Cisco's collaboration portfolio.

Technical Training Lab

Employee Experience

Suite

Calling

Devices

Control Hub

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

From Legacy to Logic: AI-Powered Migration for Webex and Webex Contact Center

Technical Training Class: Intermediate

Are you struggling to migrate from on-premises solutions? Join us to see how generative AI can help simplify the transition. We’ll demonstrate how AI can parse legacy Unified Contact Center Express (UCCX) scripts, Cisco UCM configurations, and Unity Connection call handlers, then translate them into cloud-ready Webex architectures. You’ll also learn how to move beyond data migration by using AI-powered agents and digital front doors to modernize customer experiences. See how to reduce tedious work, simplify complex migration steps, and accelerate your path to the cloud.

CE credits: 2

Speakers

Cisco

Stephanie Ross is the Americas Collaboration Partner Solutions Engineering Leader, specializing in guiding partners and customers through successful transitions to Webex Cloud. With extensive experience in designing complex communication architectures, she focuses on leveraging AI and Generative AI to modernize customer experience and operational workflows. Stephanie is a dedicated advocate for cloud innovation, helping organizations navigate the shift from legacy systems to advanced, AI-driven collaboration environments.

Technical Training Class

AI

Customer Experience

Calling

Contact Center

Platform/Architecture

Technical Training Lab

TRAINING PASS REQUIRED

From the Premises to Beyond: Adding Webex AI and Cloud Services to Your Existing Premises Deployments

Technical Training Lab: Intermediate

What's new with Cisco Contact Center Enterprise (CCE)? Quite a bit. Let's show you how to add or replace some of your on-premises services with cloud and AI services. You’ll learn how to update CCE beyond simple, incremental face-lifts to full, business-enhancing features that either catch you up to modern standards or help you go beyond your peers’ expectations.

CE credits: 4

Speakers

Cisco

Robert W. Rogier serves as a Technical Leader within the Technical Services (CX) Organization, operating out of Research Triangle Park (RTP), North Carolina. His journey with Cisco commenced in 2011, marking his entry into the TAC as part of the Unified Contact Center team. Over the years at Cisco, Robert has distinguished himself as the global go-to expert, a leading technical authority, a dedicated mentor, and an educator in the realms of Webex Connect, Enterprise Chat and Email (ECE), as well as the Contact Center Management Portal (CCMP).

In his capacity as a Technical Leader, he manages product and process issues with the Webex Contact Center Enterprise (WxCCE) and on-prem Contact Center Enterprise (UCCE/PCCE). With over 20 years of experience with the Cisco Contact Center portfolio, he is able to advocate for customer issues and help CX engineers more quickly resolve issues. He works closely with multiple, global teams on product improvement, case reviews, and serviceability enhancements.

Before his tenure at Cisco, Robert's career was marked by diverse roles, including leading software architect and developer at a healthcare firm, an infrastructure and database architect at a dot-com startup, and as the senior IP Telephony engineer for an educational institution.

Outside the professional sphere, Robert enjoys spending time with his spouse, is an avid fan of Formula 1, soccer, and is a novice sim racer.

Cisco

Expert in optimizing business and technical outcomes utilizing AI and contact center technologies in a cloud, premise, or hybrid solution.

Joe Wong is a Solutions Engineer that focuses on the whole customer experience and engagement, including those who manage and use the technology. He has 20+ years of contact center experience with 17 years focused on Cisco solutions. He is a recognized Cisco Distinguished Speaker and 5-Star Speaker at Cisco Live and WebexOne respectively. He was a Solutions Architect with Cisco's Contact Center Delivery Team for 8 years handling critical enterprise accounts and strategic engagements specializing in complex environments before joining Cisco Sales Engineering in 2022.
Prior to Cisco, he has been a customer twice and part of our partner ecosystem. Joe's expertise encompasses the entire Contact Center portfolio, large and small, with more recent blending of modern and exciting opportunities using AI services and digital channels across multiple verticals. With an extensive background in design, delivery, and support in both customer experience architecture and applications, he is constantly looking for optimizations and improvements around the customer, patient, agent, and administrator experiences.

Technical Training Lab

AI

Customer Experience

Suite

Contact Center

Platform/Architecture

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Exploring the Programmability of the Cisco Desk Phone 9800 Series

Technical Training Class: Intermediate

The Cisco 9800 Series is more than a desk phone. This session covers cloud-based management via Webex Calling APIs, PhoneOS programmability through xAPI for telemetry and event-driven workflows, and hardware interfaces including NFC and the programmable Action Button. Leave with practical methods for automating device management and building integrations across your communication infrastructure.

CE credits: 2

Speakers

Cisco

Phil Bellanti is a Senior Developer Evangelist on the Cisco Webex team based in Orlando, Florida. A cloud API veteran since 2007, he joined Cisco in 2015 following its acquisition of Tropo, a real-time communications API provider. Today, Phil helps developers build with Webex by creating and delivering tech talks, workshops, webinars, and other live events. He also produces blogs, newsletters, documentation, and developer guides for both the Webex Suite and Webex Contact Center platforms.

Technical Training Class

Employee Experience

Suite

Calling

Devices

Control Hub

Integrations

Technical Training Lab

TRAINING PASS REQUIRED

Building and Securing Business Outcomes with Agentic AI Agent

Technical Training Lab: Intermediate

In this two-hour hands-on lab, you’ll build a secure, production-ready AI agents using Cisco Agentic AI Agent within a One Cisco strategy. You’ll work across four pillars—Proactive, AI Agent, Human Agent, and One Cisco—to create an end-to-end blueprint that connects agentic AI with the broader Cisco portfolio and turns strategy into practical business value.

CE credits: 3

Speakers

Cisco

Rue Green is a Senior Solutions Engineer and global architect at Cisco, where he has spent 20 years designing enterprise contact center and collaboration systems across the APJC and US regions. He specializes in Webex Contact Center and PCCE architecture with a current focus on agentic AI in the customer experience space. An active CCIE, Rue has earned four CCIE certifications over his career—Enterprise Infrastructure, Voice, Collaboration, and Automation—with Automation (formerly DevNet Expert) earned as the third person to pass the exam in 2025. He is also a CISSP, a US patent holder, and a Cisco Live Distinguished Speaker Hall of Fame member, and is completing a Master's in Computer Science with a machine learning specialization at Georgia Tech.

Cisco

Preetham Kademada is a Solutions Engineer with more than 23 years of experience shaping the contact center and customer experience industry. He has navigated every stage of the customer engagement lifecycle — from architecture and design through deployment and long-term support — giving him a rare end-to-end perspective that bridges strategy and execution.
Before joining Cisco Sales Engineering in 2021, Preetham spent eight years leading professional services teams through some of the most complex Cisco Contact Center deployments in the field, earning a reputation for delivering under pressure on enterprise accounts where the stakes are high and the margin for error is low.
Today, Preetham works at the intersection of partner success and enterprise innovation, helping organizations design scalable contact center solutions built for what's next. His technical depth spans the full Cisco Contact Center portfolio, with a sharp focus on Webex Contact Center AI workloads, next-generation digital engagement channels, and cloud-first modernization. He has a particular gift for translating technical complexity into business clarity — making the case not just for what a solution does, but why it matters.
Preetham brings to every engagement a partner-first mindset, ensuring solutions are engineered not only to perform on day one, but to scale and endure over time.

Technical Training Lab

AI

Customer Experience

Contact Center

Platform/Architecture

Integrations

Technical Training Lab

TRAINING PASS REQUIRED

Intelligent Interactions: Elevating Retail and Healthcare with Webex Calling AI

Technical Training Lab: Foundation

In retail and healthcare, where every second is critical to patient care and customer support, optimizing interactions is essential. In this immersive lab, you’ll master Webex Calling Customer Assist to transform these vital moments. You’ll discover how to deploy AI Receptionists to manage traffic surges and leverage embedded AI, ranging from real-time transcriptions to automated summaries, to empower your agents. You’ll build intelligent, empathetic service journeys that address real-world operational challenges and see how Cisco’s AI-powered tools turn every interaction into a seamless, high-efficiency experience for your organization.

CE credits: 3

Speakers

Cisco

Rajamani Nallakaruppan is a Collaboration Solutions Engineer/TSA on the Cisco Collaboration Experience Program (CCEP) team. Specializing in Webex Calling, Dedicated Instance, Contact Center, and Devices, he leverages over a decade of experience in Cisco Unified Communications to help customers succeed. Formerly a Technical Consulting Engineer in CX, Rajamani is a frequent speaker at Cisco Live and holds a Bachelor of Engineering from Anna University.

Cisco

Amy Ryan is a Principal Solutions Engineer at Cisco with over 26 years of experience driving innovation in networking and collaboration technologies. Throughout her 16-year tenure within Cisco’s Global Collaboration Sales Engineering organization, Amy has established herself as a trusted advisor, specializing in the architecture and deployment of complex enterprise-grade solutions. Her technical expertise spans the full spectrum of calling architectures—including premise, cloud, and hybrid environments—with a particular focus on seamless cloud migrations and the implementation of robust hybrid work strategies. Amy is a recognized leader in field sales and partner enablement, having spearheaded high-impact initiatives such as Collaboration Technical Advisory Groups and Cisco’s X-Architecture programs. As a Cisco Live Hall of Fame Distinguished Speaker and a CCIE (#24677), Amy is widely respected for her ability to translate intricate technical requirements into scalable, business-aligned solutions. She continues to be a driving force in the evolution of collaboration technology and helping organizations navigate the complexities of the modern digital workplace.

Cisco

Ishan Sambhi is a Collaboration Pre-Sales Systems Engineer at Cisco, partnering with large enterprise organizations to design and implement modern workplace solutions across Webex Calling, Devices, Meetings and AI-powered Contact Center.

He specializes in complex cloud migrations, multi-cluster architectures, device strategy, and operational simplification for distributed enterprises. Ishan has supported strategic deployments across financial services, healthcare, hospitality, and global enterprise environments.

Beyond the field, Ishan contributes to Cisco's technical community by helping develop content and authoring exam questions for the CCIE certification program. He is a Cisco Live distinguished speaker and Webex One speaker, where he shares real-world deployment insights, architectural best practices, and lessons learned from enterprise transformation initiatives.

Ishan is passionate about translating roadmap innovation into practical, scalable solutions that elevate both IT operations and end-user experience.

Technical Training Lab

Employee Experience

AI

Suite

Calling

Contact Center

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Seamless Patient Journeys: Transforming Clinical Workflows with Webex and Epic

Technical Training Class: Foundation

Patient journeys often span appointments, labs, billing, and follow-up, creating complexity for clinicians, technicians, and support teams. Join us to see how Webex Contact Center transforms both the patient and agent experience. We'll showcase how you can build a unified workspace with the Epic Desktop Connector, design proactive patient journeys, and deploy intelligent AI agents to automate workflows, reduce cognitive load, and deliver seamless, responsive care.

CE credits: 1

Speakers

Cisco

Soundarya Muthuvel is a tinkerer at heart and a Technical Product Manager at Cisco, where she leads CRM Desktop Integrations for Webex Contact Center along with healthcare-focused product initiatives. Her work sits at the intersection of contact center workflows, enterprise AI, and real-world customer care.

Technical Training Class

AI

Customer Experience

Devices

Contact Center

Platform/Architecture

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Deploy at Scale: Automating Secure Provisioning for Collaboration Endpoints

Technical Training Class: Intermediate

In this hands-on lab, you'll learn to automate end-to-end device onboarding using Zero Touch Provisioning (ZTP) in Webex Control Hub — without sacrificing security. We'll walk through integrating Cisco ISE with SCEP to enforce 802.1X authentication and MAC Address Bypass (MAB), so you can streamline bulk provisioning and keep your cloud environment secure, compliant, and operationally efficient.

CE credits: 2

Speakers

Cisco

Seble Mengesha is a Solution Engineer with over seven years of experience at Cisco, specializing in Collaboration technologies. Her recent work focuses on hybrid work strategies and transitioning public sector organizations from on-premises calling to the cloud. Before joining Cisco, Seble was with DC Government, where her focus was on advancing wireless technologies and smart city innovations. She is based in Rockville, Maryland.

Technical Training Class

Employee Experience

AI

Suite

Devices

Platform/Architecture

Control Hub

Technical Training Class

TRAINING PASS REQUIRED

Cisco Devices: The Backbone of the Intelligent Workplace

Technical Training Class: Foundation

Did you know you might be spending thousands on workplace sensors and automation tools that are already available in Cisco collaboration devices? Powered by industry-leading NVIDIA chips, Cisco devices go beyond superior audio and video to serve as the backbone of the modern, intelligent workplace.

But an intelligent workplace is about more than the technology in the room—it’s about how we design spaces around the way people work today. Take a virtual walk through Cisco’s PENN 1 office and other Cisco workplaces to explore real-world spaces, the technology behind them, and the design decisions that bring them to life. Along the way, we’ll look at how Cisco devices enable smarter workspace management, IoT, automation, sustainability, and better employee experiences. We'll also explore where the intelligent workplace is headed next.

Learn how to create an office that becomes a “magnet, not a mandate” by bringing together people, spaces, and technology—often using capabilities you already own.

CE credits: 1

Speakers

Cisco

Chris Palermo is a Global Leader within Cisco's Devices Center of Excellence, helping organizations reimagine the workplace through collaboration technology, smart and sustainable buildings, AI, and employee experience.

With nearly 30 years of experience in the collaboration industry, Chris works closely with Cisco customers, partners, and product teams to shape strategies that help organizations create workplaces people actually want to use. His expertise spans enterprise collaboration, workplace transformation, hybrid work, smart buildings, and the future of work.

Chris has been recognized as one of the Top 50 Unified Communications Influencers and was named a LinkedIn Top Voice for his thought leadership in workplace design and sales presentations. Through his writing, speaking, and social media presence, he shares practical, real-world insights on technology adoption, workplace experience, and business transformation.

A frequent speaker at Cisco and industry events worldwide, Chris is known for blending technology trends, business outcomes, and engaging storytelling into highly rated presentations that resonate with both technical and business audiences.

Technical Training Class

Employee Experience

Suite

Devices

Platform/Architecture

Technical Training Class

TRAINING PASS REQUIRED

Vibe Code Your Contact Center Solution

Technical Training Class: Foundation

Bring your CX pain points to an interactive session where we'll create prompts and the facilitator will "vibe code", live, a tailored UX solution based on your needs. Using an iterative approach to product design and user experience, we'll turn your feedback into a solution to demonstrate the latest AI-powered UX tools used to build great CX experiences.

This unique, innovative workshop explores user-centered creative problem-solving with collaborative activities, where you'll actively participate in shaping future-ready contact center experiences.

CE credits: 1

Speakers

Cisco

Cheryl Couris is the Senior Director of Design Strategy + Planning for Cisco Collaboration Design organization, where she builds AI systems, skills and operational infrastructure to help designers and researchers scale and unlock design + product experiences as business drivers and differentiators.

Cisco

Wen Jiang is Senior Design Director for Collaboration Software Design at Cisco. She leads design strategy across Webex collaboration and customer experience software, including meetings, calling, contact center, engagement, and AI-powered experiences. Her work focuses on creating thoughtful, human-centered systems that connect business strategy with meaningful customer impact. She is passionate about shaping intelligent, inclusive collaboration experiences that make work and customer engagement more intuitive, connected, and effective at scale.

Technical Training Class

AI

Customer Experience

Contact Center

Technical Training Class

TRAINING PASS REQUIRED

Inside Webex for Government: The Innovations Changing the Game

Technical Training Class: Intermediate

This session covers feature updates from Webex Calling to the newest cloud-based AI capabilities for the first time in Webex for Government. We'll explore the Video Mesh Node and its expanded role in mission-ready collaboration, including local meeting recording that keeps recordings on your network and gives agencies full control over sensitive content. We'll also unveil the integration of AI PODs with Webex enabling you to run Webex AI features completely on your own infrastructure—bringing the power of AI to hybrid environments without compromise.

CE credits: 2

Speakers

Cisco

Chris Hess is a Delivery Architect on the Cisco Customer Experience team supporting US Public Sector with a focus on sovereign, disconnected and hybrid environments. With a deep background in Cisco's portfolio-including Security, Networking, Collaboration and Webex for Government. He works closely with stakeholders to understand their requirements and architects secure and efficient solutions while overseeing the end-to-end delivery process, providing technical leadership delivering resilient, mission-ready solutions at scale.

Cisco

With a distinguished 15-year career dedicated to the US Public Sector customers, Wes Wiley serves as a Solutions Engineer at Cisco, where he helps our most important and complex customers navigate the complexities of modern collaboration. Over the last seven years, Wes has been instrumental in supporting the Department of War, architecting secure and resilient environments that empower mission-critical operations. His expertise lies in translating intricate technical infrastructure into actionable strategies that drive user adoption and operational efficiency. Wes is passionate about leveraging Webex technology to solve the unique challenges faced by public sector organizations, ensuring they remain agile and connected in an evolving hybrid landscape.

Technical Training Class

Employee Experience

AI

Suite

Calling

Platform/Architecture

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Troubleshooting Webex Meetings: Logging, Metrics, and ThousandEyes Analytics

Technical Training Class: Expert

When meeting issues arise, administrators need fast answers. This session provides an in-depth look at Webex Meetings architecture paired with ThousandEyes Analytics, covering common problems around joining and suboptimal experiences on computers and devices. You'll work through Control Hub's troubleshooting and diagnostic features and learn how to identify and correct the network-related issues most likely to impact meeting quality.

CE credits: 3

Speakers

Cisco

Eric Embling is an Technical Leader for Webex Platform based out of the RTP area in North Carolina. Eric holds a Bachelor of Science in Networking from Rochester Institute of Technology. Starting his 13-year Cisco career working in on-prem collaboration with the Cisco Unified Communications Manager team, moving to the Cloud Collaboration team, and then moving to the Technical Leader role. Currently, he is focused on the Webex Suite Meeting Platform.

Technical Training Class

Employee Experience

Suite

Devices

Platform/Architecture

Control Hub

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Where Is Your Webex? Sovereignty, Security, and Residency Explained

Technical Training Class: Intermediate

Organizations increasingly need to know exactly where their collaboration data lives, how it's protected, and who controls it. This session breaks down data sovereignty vs. residency, encryption and media anchoring, Hybrid Data Security (HDS), Sovereign Controls, ultra-secure meetings and calling, and AI governance — giving you a clear framework for maintaining control within Webex.

CE credits: 2

Speakers

Cisco

Mark Rankin is a Distinguished Systems Engineer and a senior technical leader in the Cisco Global Collaboration Sales Centre of Excellence. His current focus is on Cisco's overall collaboration strategy, and he is currently focused on the impact of AI, Mobility, and aspects relating to SaaS data residency, sovereignty, and air-gap environments. Mark has a particular interest in calling and real-time communications and how this has, and continues to, evolve. Mark was the lead architect during the development of the incubation project that became Cisco Hosted Collaboration Solution (HCS). Prior to his current role, Mark was the lead architect for Cisco's private 5G incubation project.

Over his career, Mark has worked with some of the world's largest service providers to help them transform their networks and services from TDM to IP and now towards Cloud, NFV, SDN, and Automated platforms. Mark has expertise in Fixed and Mobile Networks, WAN, LAN, DC/Cloud, SP Voice, Collaboration, and IoT services. Mark has 25 years of experience in the service provider marketplace. He holds a BSc in Mathematical Physics from UMIST and an MSc in Computer Science from the University of Manchester.

Technical Training Class

Employee Experience

AI

Suite

Calling

Platform/Architecture

Control Hub

Technical Training Class

TRAINING PASS REQUIRED

Troubleshooting Cisco Devices: Webex, MTR, Zoom, and WebRTC

Technical Training Class: Expert

As organizations increasingly adopt multi-platform environments, ensuring seamless integration is a top priority. This session provides the technical expertise to troubleshoot Cisco RoomOS devices across Webex, Microsoft Teams Rooms (MTR), Web Real-Time Communication (WebRTC), and Zoom for Cisco deployments. We'll cover common Technical Assistance Center (TAC) reported issues—including activation, configuration, scheduling, and meeting quality—while demonstrating how to leverage device logs and diagnostic tools. You'll leave with the expertise to apply best practices and resolve issues using device logs and diagnostic tools, making multi-platform meeting management seamless for IT and end users.

CE credits: 3

Speakers

Cisco

Tim Kratzke has been working on Cisco Telepresence products for over 14 years, ranging from Immersive video systems, video infrastructure such as Cisco Meeting Server (CMS) and Expressway, and for the past 8 years specializing in video endpoints. After working as a Telepresence TAC engineer, Tim now works with global CX teams training new engineers, building tools and automation to aid in the troubleshooting process, and working with engineering to improve the serviceability of collaboration video endpoints. In his spare time Tim is an avid hockey fan and enjoys traveling and exploring new destinations.

Technical Training Class

Devices

Platform/Architecture

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Planning and Designing Successful Cloud Calling Deployments with Webex Calling

Technical Training Class: Intermediate

Customers and partners considering a cloud calling deployment based on Webex Calling need to navigate decisions including PSTN selection, location planning, dial plan design, call routing, integrations with existing call control systems, and mapping business requirements to Webex Calling features. In this session, attendees will get guidance on all of the above, plus coverage of some of the latest Webex Calling features. This session does not cover Webex Calling Dedicated Instance.

CE credits: 2

Speakers

Cisco

Johannes Krohn joined Cisco System in Germany in 2000. In his over 30 years of experience in the networking and telecommunication industry he worked in several IT companies gaining knowledge in engineering, system design and technologies from ATM to multiprotocol networking. In the last 20+ years he mainly focussed on IP telephony, Unified Collaboration and on-premise and cloud based collaboration solutions. As Technical Marketing Engineer working on Collaboration System Architectures he provides design guidance in key projects and is responsible to transferring new product information of Cisco Collaboration Solutions to audiences internally and externally. Technology focus areas include call routing architectures, collaboration architecture simplification and cloud collaboration. As part of the continuous development cycle he is providing input to the system level planing of future solutions. He holds a CCIE Voice.

Technical Training Class

Employee Experience

Suite

Calling

Contact Center

Platform/Architecture

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Shaping the Future of Collaboration: A Design Thinking and AI Readiness Workshop

Technical Training Class: Foundation

Join us for an interactive breakout session where your voice will directly shape the future of collaboration user experiences and drive innovation with product design leaders across Webex Suite, Contact Center, and Control Hub.

We'll map AI use cases to uncover pain points, adoption blockers, and opportunities as we engage in hands-on activities to help you define and prioritize your AI investments, troubleshoot current challenges, and co-create practical solutions that leverage the Webex platform to drive measurable business outcomes.

CE credits: 1

Speakers

Cisco

Cheryl Couris is the Senior Director of Design Strategy + Planning for Cisco Collaboration Design organization, where she builds AI systems, skills and operational infrastructure to help designers and researchers scale and unlock design + product experiences as business drivers and differentiators.

Cisco

Wen Jiang is Senior Design Director for Collaboration Software Design at Cisco. She leads design strategy across Webex collaboration and customer experience software, including meetings, calling, contact center, engagement, and AI-powered experiences. Her work focuses on creating thoughtful, human-centered systems that connect business strategy with meaningful customer impact. She is passionate about shaping intelligent, inclusive collaboration experiences that make work and customer engagement more intuitive, connected, and effective at scale.

Technical Training Class

Employee Experience

AI

Customer Experience

Suite

Contact Center

Control Hub

Troubleshooting

Technical Training Lab

TRAINING PASS REQUIRED

Building AI Projects: I've Got Skills, They're Multiplying!

Technical Training Lab: Foundation

Join this hands-on lab to build practical projects like a fitness tracker, medication tracker, portfolio analyzer, or email organizer. Using this new generation of co-working tools, such as Claude Co-work and Cursor, participants will follow step-by-step guidance to complete their chosen project. The workshop highlights the differences between these tools, how skills evolve, and how to guide Claude Code for generation and troubleshooting. Participants will gain a deep appreciation of these tools as force multipliers and be inspired to explore further.

CE credits: 2

Technical Training Lab

AI

Troubleshooting

Technical Training Lab

TRAINING PASS REQUIRED

Supercharging Salesforce Service Cloud Voice with Webex Contact Center

Technical Training Lab: Intermediate

Discover how to seamlessly integrate Webex Contact Center with Salesforce Service Cloud Voice (SCV) in this hands-on technical session. This instructor-led session will guide you through deploying the out-of-the-box connector and validating its functionality within the Salesforce Omni-Channel console. Participants will leave with practical experience on how this integration drives a unified agent experience, delivers AI-powered insights, and streamlines workflows.

CE credits: 3

Speakers

Cisco

D.K., is a member of the Cisco Customer Experience (CX) Leadership team for Cisco Collaboration technologies. With over 30 years of industry experience and more than 25 years in Cisco TAC, he is a recognized technical leader, Business Unit advisor, and collaboration expert. Throughout his career, D.K. has led strategic initiatives in product serviceability, solution interoperability, automation, and customer enablement for hybrid and cloud collaboration solutions. He has played a key role in establishing multiple TAC teams across Cisco's global Customer Experience (CX) and Global Delivery Partner (GDP) centers while actively mentoring and developing technical talent.

A CCIE Voice/Collaboration for over 20 years and a Cisco Live! & WebexOne Distinguished Speaker, D.K. is widely recognized for his expertise in SIP, Session Border Controllers (SBC), and Contact Center technologies. He regularly advises Cisco's largest telecommunications customers, helping them solve complex technical and business challenges.
Prior to Cisco, D.K. worked in software development and real-time embedded systems for telecommunications applications. He holds a degree in Computer Science and Technology. Outside of work, he enjoys reading, gardening, and traveling.

Cisco

Anuj Bhatia is a Senior Technical Leader within Cisco Customer Experience (CX), directing global support operations for Webex Contact Center (WxCC) and Enterprise (WxCCE )cloud platforms. With over two decades of leadership experience at Cisco, he possesses deep-domain expertise in modern contact center architectures and the broader Webex collaboration ecosystem. Anuj holds a Master’s degree from Wichita State University, is a certified Cisco professional, and focuses on scaling high-performance technical support operations and Strategy for TAC. He is based in Massachusetts, operating out of Cisco’s Boxborough office.

Technical Training Lab

AI

Customer Experience

Contact Center

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Calling Interoperability with Microsoft Teams

Technical Training Class: Intermediate

Many organizations rely on both Microsoft Teams and Cisco calling platforms. This session shows you how to get the best of both.

Learn how Cisco Call for Microsoft Teams enables seamless interoperability between Microsoft Teams and Cisco calling platforms. We'll cover the client-side integration in depth, explore common customer deployment scenarios, and compare alternative approaches, including Teams Phone with Direct Routing and SIP Gateway for Cisco Phones.

Whether you're planning a deployment or optimizing an existing environment, you'll leave with a practical understanding of the available integration options and when to use each.

Topics include:
- Cisco Call for Microsoft Teams
- Teams Phone with Direct Routing and SIP Gateway for Cisco Phones
- Common customer deployment scenarios and best practices

A basic understanding of Cisco calling platforms and the Webex App is recommended.

CE credits: 2

Speakers

Cisco

Sara Macías Salete is a Collaboration Solutions Engineer at Cisco. Working within the Global Collaboration Center of Excellence, she specializes in Interoperability and Competition. Her main area of expertise is Calling Interoperability with Microsoft Teams, but she also covers video interoperability with Microsoft, Google, and Zoom, as well as Webex Suite integrations with Microsoft Copilot.

Sara joined Cisco 12 years ago as a Sales Engineer. She has been a regular speaker at Cisco Live and WebexOne since 2022, having been recognized as a Distinguished Speaker on multiple occasions.

Based in Madrid, Spain, Sara enjoys spending her free time running, traveling, swing dancing, and exploring the world of wine.

Technical Training Class

Employee Experience

Suite

Calling

Contact Center

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Getting Webex Administration Troubleshooting Under Control (in Control Hub)

Technical Training Class: Expert

Control Hub is your single pane of glass — and as it expands, knowing how to troubleshoot it is increasingly critical. This session covers the areas of Webex administration that generate the most TAC cases: troubleshooting users and groups, site and org features, and how to get the most from Analytics, Reporting, and Troubleshooting logs.

CE credits: 3

Speakers

Cisco

Josue Vizcaino is a Technical Consulting Engineer at Cisco, with over 24 years of experience in the IT industry and 8 years at Cisco. As a Team Leader in the Webex Meetings TAC in RTP, North Carolina, Josue plays a key role in driving technical excellence and process improvements within the Technical Assistance Center (TAC). He is also a Cisco Live and Webex One speaker, sharing his expertise with a global audience through technical breakout sessions and hands-on labs.

Passionate about knowledge sharing and mentorship, Josue has led chalk talks, training sessions, and workshops covering a range of networking topics, including Webex and Hybrid Services. He is actively involved in multiple initiatives aimed at enhancing TAC processes, ensuring efficiency and continuous improvement in customer support and troubleshooting.

Josue holds a Master of Science in Computer Networking and multiple industry certifications, including ITIL v3 Foundations, Cisco Meraki Network Associate, and Google Apps Certified Administrator.

Cisco

Paul is a Principal Engineer at Cisco within the Customer Experience (CX) organization, where he supports Webex solutions. His work spans several areas, including driving product serviceability, building AI solutions for TAC case-opening tools, and shaping a global TAC support strategy.

Paul has spent his entire professional career working with Collaboration technologies. He began as a TAC engineer supporting the on-premise Collaboration portfolio, with a primary focus on Immersive systems and Mobile and Remote Access. Over the past decade in Webex support, he led the effort to bring Webex support into alignment with Cisco's global CX support teams.

Today, his time is split between product and innovation. On the product side, he focuses on the Webex administration experience, working with Webex Control Hub and Cisco/Webex Identity. On the innovation side, he drives AI Assistant solutions that deliver personalized answers for customers' most common questions.

Paul is passionate about driving change within Webex products to deliver better serviceability and self-service capabilities to customers, partners, and everyone who uses them. He is a former WebexOne speaker and a Cisco Live Hall of Fame Distinguished Speaker.

Technical Training Class

Employee Experience

Suite

Platform/Architecture

Control Hub

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Assuring Your Webex Contact Center with Cisco ThousandEyes

Technical Training Class: Intermediate

Gain end-to-end visibility into Webex Contact Center with the new ThousandEyes integration.

This session explores how ThousandEyes monitors Webex Contact Center, providing visibility into WebRTC performance and the network conditions that affect customer interactions. You'll learn how the integration collects and surfaces actionable insights, how that data flows back into Contact Center, and how to use it to troubleshoot issues faster.

We'll conclude with live demonstrations showing how to configure the integration and interpret the performance data to improve operational visibility and user experience.

CE credits: 2

Speakers

Cisco

With a career spanning over 25 years, Bart Jan Menkveld has navigated the full lifecycle of IT. From implementation and pre-sales to his current role as an Engineering Product Manager at Cisco ThousandEyes. He is currently focused on driving collaboration support within the ThousandEyes endpoint agent, helping organizations gain deeper visibility into their digital experience. When he is not working on the future of ThousandEyes, Bart Jan can be found touring on his motorcycle or working on his farm in the woods.

Technical Training Class

Customer Experience

Devices

Contact Center

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Transforming Patient Engagement: Best Practices for AI-Driven EHR Integration and Workflow Automation

Technical Training Class: Intermediate

Integrating Webex AI Agents into electronic health record (EHR) platforms is vital for modern healthcare efficiency. This session details technical implementation using Cisco's secure architecture, focusing on observability and regulatory compliance. We explore the "human-in-the-loop" paradigm, where AI-to-clinician transitions are optimized through context-aware data transfers and interaction logs. By augmenting human capabilities with AI Assistant features, providers can reduce administrative tasks and improve response times. This offers a scalable framework for IT architects to enhance patient care and privacy.

CE credits: 2

Technical Training Class

AI

Customer Experience

Suite

Contact Center

Platform/Architecture

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Automating Workflows with AI Agents in Webex Suite

Technical Training Class: Foundation

Attendees will learn how Webex Suite AI Agents reduce manual effort and automate workflows across the collaboration lifecycle. Examples include scheduling meetings through natural language and creating Jira tickets from action items. The session will explain what each agent does, the problem it solves, and how agents support scheduling, note capture, in-meeting decisions, post-meeting automation, and live system integrations.

Attendees will then explore how the Media Intelligence Real-Time Media Streaming API provides direct access to live Webex meeting audio streams. Topics covered include the Media Intelligence platform architecture, authentication flow, and audio streaming.

Together, these capabilities show how Webex can support automated collaboration workflows and new AI experiences using live meeting media.

CE credits: 1

Speakers

Cisco

Tina Kim is a product leader at Cisco, where she shapes Webex’s Media Intelligence and AI platform strategy. She leads products that transform live audio and video into developer-ready APIs, enabling real-time transcription, translation, and intelligent experiences. With deep experience across Webex Meetings, media infrastructure, and applied AI, Tina focuses on turning complex technology into scalable products and meaningful customer outcomes.

Technical Training Class

Employee Experience

AI

Suite

Platform/Architecture

Control Hub

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Beyond the Hype: Designing Intelligent Workflows with Webex Suite and Webex Customer Experience AI

Technical Training Class: Intermediate

From employee productivity to customer experience, Webex AI helps organizations work smarter at every level.

In this session, we'll bring the Webex AI portfolio together to help you understand where each solution fits and the business outcomes it delivers. We'll showcase how Webex AI improves productivity with AI Assistant and AI Receptionist in Webex Suite, then explore how AI Agents and AI Assistants transform customer and agent experiences across Webex Customer Experience solutions. Through real-world use cases and live demos, you'll gain the architectural understanding needed to deploy the right AI capabilities for the right business outcomes.

CE credits: 2

Speakers

Cisco

With 17 years of experience at the forefront of Cisco's collaboration technology, I specialize in bridging the gap between complex technical infrastructure and high-level business strategy. As a CCIE-certified engineer, I don't just implement technology; I architect collaboration solutions that drive organizational productivity.

My career began in the trenches of the Technical Assistance Center (TAC), where I learned to solve the most critical, high-stakes challenges in the industry. This technical foundation allows me to speak with authority on how collaboration tools can be leveraged to solve real-world business problems.

Beyond my day-to-day work, I am a recognized voice in the industry, having presented multiple times at Cisco Connect LATAM and serving as a frequent host for live webinars within the Cisco Community. My focus is always the same: translating technical innovation into clear, measurable value for decision-makers. I am dedicated to helping our customers and partners navigate the complexities of modern collaboration, ensuring that their technology investments are fully aligned with their strategic goals and long-term business success.

Cisco

Bryan Waldmann is a Collaboration Solutions Engineer / SE Leader on the Cisco Collaboration Experience Program (CCEP). In this role, Bryan guides the Collaboration Pre-Sales trial team, working closely with customers across a range of industries. He brings deep expertise in Webex Calling, UCM/DI, US FedRAMP, and Webex Devices. Bryan has presented/spoken at multiple WebexOne and Cisco Live sessions in the past. Prior to joining CCEP, Bryan worked in the Partner space, deploying CUCM and video solutions nationwide, with a particular focus on healthcare. He successfully led conversions of hundreds of hospitals and physician sites to CUCM. Bryan lives in the Cincinnati Metro area with his wife and five children.

Cisco

Rajamani Nallakaruppan is a Collaboration Solutions Engineer/TSA on the Cisco Collaboration Experience Program (CCEP) team. Specializing in Webex Calling, Dedicated Instance, Contact Center, and Devices, he leverages over a decade of experience in Cisco Unified Communications to help customers succeed. Formerly a Technical Consulting Engineer in CX, Rajamani is a frequent speaker at Cisco Live and holds a Bachelor of Engineering from Anna University.

Technical Training Class

Employee Experience

AI

Customer Experience

Suite

Platform/Architecture

Integrations

Technical Training Class

TRAINING PASS REQUIRED

The Future-Ready Meeting Room: Exploring Cisco Devices and Video Interoperability

Technical Training Class: Intermediate

Unlock the full potential of Cisco devices and RoomOS in this in-depth session dedicated to interoperability and cross-platform collaboration. We'll cover the latest capabilities, innovations, and roadmap highlights that make Cisco devices the most versatile choice in mixed meeting environments. This session focuses exclusively on the most recent developments over the past 12 months and provides a preview of what's coming next.

We'll explore the Cisco Rooms experience with Microsoft Teams, Zoom, Google Meet, and Webex, and RoomOS and Android container experiences, including Microsoft Teams Rooms, Zoom Rooms, and USB Passthrough.

CE credits: 2

Speakers

Cisco

Charlie Thorpe brings a wealth of experience and innovation to his role as a Technical Marketing Engineer within Cisco's Collaboration Technology Group, serving as a key member of the Collaboration Technical Marketing Engineering (TME) team. Charlie specializes in technologies such as Microsoft Teams Rooms, RoomOS, Desk Series, Sharing, and Webex Edge for Devices, driving impactful solutions across Cisco's collaboration portfolio. Before stepping into his current role, Charlie excelled as a Technical Solutions Architect on the EMEA Webex SE team, where he led initiatives around Webex SaaS offerings-including Webex Messaging, Meetings, Calling, and Hybrid Services. Since joining Cisco in 2010, he has consistently championed the adoption and evolution of collaboration technologies. Charlie's career journey also includes four years at Nortel as a Systems Engineer in the Enterprise Sales organization, where he focused on IP telephony, contact centers, and data networking. Prior to Nortel, he spent 15 years at BT, developing a strong foundation in the communications industry and establishing himself as a trusted expert in the field.

Technical Training Class

Employee Experience

Suite

Devices

Platform/Architecture

Integrations

Technical Training Lab

TRAINING PASS REQUIRED

Flow Like a Pro: Level Up

Technical Training Lab: Intermediate

Ready to take your Webex Connect flows to the next level? This hands-on lab builds on last year's "Flow Like a Pro" session and introduces more advanced techniques for intelligent messaging workflows. Participants will move beyond SMS and MMS to explore multi-channel flows, interactive RCS messaging, business logic, and AI-powered automation. Through guided exercises, attendees will build and test a complete flow that routes messages, delivers rich interactions, and integrates AI to enhance customer engagement.

CE credits: 3

Speakers

Cisco

Frank Meoni is a Technical Solutions Engineer at Cisco and an active AI researcher currently pursuing his Ph.D. in Computer Science at Florida Atlantic University. With over 25 years of experience spanning software engineering, solution architecture, and enterprise AI, Frank specializes in bridging the gap between complex business challenges and emerging technologies.

Holding an M.S. in Artificial Intelligence alongside degrees in Physics and Data Science, Frank combines deep academic rigor with decades of real-world application. His work focuses on the practical implementation of machine learning, generative AI, and predictive modeling to drive enterprise innovation. Whether designing automation platforms or developing AI evaluation frameworks, Frank is dedicated to solving complex, real-world problems that reshape the future of work.

Technical Training Lab

AI

Customer Experience

Contact Center

CPaaS

Technical Training Class

TRAINING PASS REQUIRED

Best Practices for Securing Cisco Collaboration 15 On-Premises Deployments

Technical Training Class: Intermediate

This technical session covers the security architecture and deployment best practices for Cisco Collaboration 15 on-premises products — Cisco UCM, Unity Connection, Expressway, and more. Topics include layered security, toll-fraud mitigation, certificate management, and media and signaling encryption, with practical guidance on configuring each to protect your on-premises environment.

CE credits: 2

Speakers

Cisco

Scott Kiewert is a Technical Marketing Engineer in the Collaboration Technology Group (CTG) at Cisco. He helps to provide best practice guidelines for Cisco Unified Communications Manager and Webex. His main areas of focus are on-premises collaboration and Webex identity, security, privacy, and APIs. He has authored questions for multiple Cisco certification exams and holds an active CCIE Collaboration certification.

Cisco

Matt Jordy is a Principal Technical Marketing Engineer in the Collaboration Technology Group at Cisco. He provides collaboration solutions design and deployment guidance to the Cisco sales force and Cisco's customers and partners around the world. His primary technology focus is on-premises and cloud collaboration security.

Technical Training Class

Calling

Platform/Architecture

Control Hub

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Webex Contact Center Outbound Dialers and Campaign Managers: From Reactive to Proactive

Technical Training Class: Intermediate

Outbound campaign issues in Webex Contact Center can be hard to untangle. This session introduces a structured "ideal flow" approach for troubleshooting across Campaign Manager, Dialer, and call progress analysis (CPA). Through practical case studies — data import failures, dialing inefficiencies, CPA misconfigurations — you'll leave with a repeatable playbook for reducing downtime and improving campaign performance.

CE credits: 2

Speakers

Cisco

Meenakshi Sundaram Kandasamy is a Technical Consulting Engineer in the Webex Contact Center TAC team with experience in the contact center space dating back to 2007. Specializing in both on-premises and cloud solutions, he leverages his extensive background in Cisco’s portfolio to help customers succeed. He began his career as a QA Engineer for the UCCE portfolio before transitioning into his current support role for the broader on-prem and cloud contact center offerings. A frequent speaker at various Troubleshooting Summits and Cisco Live, He holds a Master of Science in Software Engineering from the Birla Institute of Technology & Science.

Cisco

Ashwin Venkata Krishnan is a Software Engineer at Cisco with more than a decade of experience building Scalable Distributed Systems. He specializes in Routing, Queuing, and Outbound Engagement Architecture for Webex Contact Center and has contributed to capabilities including Agent-based routing, Personal callbacks, and Predictive Dialing. His session will share practical lessons for designing reliable, high-scale contact-center solutions. Ashwin holds a master’s degree in Information Systems from Northeastern University and enjoys experimenting with AI Agent workflows.

Technical Training Class

Customer Experience

Contact Center

CPaaS

Platform/Architecture

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Mastering Events and Production with Webex

Technical Training Class: Foundation

Did you know you have access to powerful event capabilities as part of the Webex Suite?

In this session, you'll learn how to leverage Webex Suite as your event production studio using Slido, Vidcast, Webex Webinars, Webex Events, and Webex Relay. This session goes beyond the mechanics of running an event to show how Webex can help you plan, produce, and engage audiences across in-person, hybrid, and virtual experiences.

CE credits: 1

Technical Training Class

Employee Experience

Suite

Calling

Technical Training Class

TRAINING PASS REQUIRED

Discover the Power of Webex Calling and Its Latest AI Innovations

Technical Training Class: Intermediate

Webex Calling is evolving fast. This session previews the AI Receptionist for automating routine tasks, "Prep me for my next call" for pre-call intelligence, real-time suggested responses, live speech-to-speech translation, call sentiment analysis, and topic analytics. If you manage or use Webex Calling, this is where to see what's next.

CE credits: 2

Speakers

Cisco

With a career spanning over 25 years, Electronic Engineer and 18-year Cisco veteran Vladimiro Lerena combines deep technical expertise with a passion for innovation. An active CCIE in Collaboration and a recognized distinguished speaker at Cisco Live, Vladimiro currently leads initiatives to harness the power of AI to transform business processes for organizations throughout Latin America.

Technical Training Class

Employee Experience

AI

Customer Experience

Suite

Calling

Contact Center

Control Hub

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Designing for Scale: Webex Calling Multi-Tenant Architecture

Technical Training Class: Foundation

Join this technical deep dive into how Webex Calling multi-tenant services are architected, scaled, and operated globally. We’ll clarify the core building blocks across shared services, global topology, data residency, media handling, AI processing, high availability, security, and network connectivity—so attendees understand the design considerations that shape future deployment decisions.

CE credits: 1

Technical Training Class

Employee Experience

AI

Suite

Calling

Platform/Architecture

Technical Training Class

TRAINING PASS REQUIRED

AI Agents and Securing the Agentic Future

Technical Training Class: Foundation

Agentic AI is transforming enterprise systems by enabling AI to plan, reason, and act across tools and workflows. In this session, we'll demystify agentic architectures, from augmented Large Language Models (LLMs) to multi-agent collaboration using protocols like the Model Context Protocol (MCP). We'll then address the critical challenge: security. As agents gain autonomy, risks like prompt injection and tool misuse increase. You'll learn practical design patterns and a simple framework for building secure, scalable agentic AI systems in real-world environments.

CE credits: 1

Technical Training Class

AI

Platform/Architecture

Integrations

Technical Training Class

TRAINING PASS REQUIRED

AI Agent 360 in Practice: Build, Test, Observe, and Secure Enterprise AI Agents

Technical Training Class: Expert

Building an AI agent is only the beginning. Enterprise teams also need a repeatable way to determine whether the agent is ready for production, understand why it behaves the way it does, protect it against AI-specific risks, and continuously improve it after deployment.

In this 90-minute technical session, attendees will follow a Webex AI Agent through its complete operational lifecycle in AI Agent Studio: Design and configuration, simulated testing and evaluation, security policy enforcement, deployment, monitoring, diagnosis, and improvement.
Participants will learn how to create repeatable test scenarios, use AI-assisted evaluations to assess goal completion, response quality, safety, context retention, and handoff behavior, as well as investigate transcripts, evaluation reasoning, and failure patterns. The session will then explore how AI Agent 360 uses Cisco AI Defense to provide baseline protections and business-specific custom guardrails. Attendees will see how a policy can be authored in natural language using Policy Studio, refined with enterprise requirements and examples, applied to prompts and responses, validated before publication, and enforced during live interactions.

Finally, participants will use session evidence and observability insights to distinguish testing from live traffic, analyze agent and organizational trends, investigate individual interactions, identify performance, knowledge, action, and security gaps, and validate whether a configuration or policy change improved the agent.
Attendees will leave with a practical lifecycle for operating AI agents that are measurable, explainable, secure, and continuously improving—not simply built and deployed.

CE credits: 3

Speakers

Cisco

Manoj leads the product team shaping AI agents for customer experience at Cisco, with a focus on building intelligent, autonomous experiences that transform how businesses serve their customers. A full-stack developer turned product manager, he joined Cisco through the IMImobile acquisition and is based in Hyderabad, India, where he lives with his wife and son. Outside work, he enjoys cricket, travel, and good conversations over coffee.

Technical Training Class

AI

Customer Experience

Contact Center

Platform/Architecture

Troubleshooting

Technical Training Lab

TRAINING PASS REQUIRED

Hands-On Flow Designer Lab: APIs, AI Agents, and MCP in Action

Technical Training Lab: Intermediate

In this hands-on lab, attendees will build a real Webex Contact Center flow from scratch using provided lab computers and sandbox environments. Starting with Flow Designer fundamentals, the lab progresses through connecting to an external API, integrating a Webex AI Agent, and adding an external Model Context Protocol (MCP) server connection. The finale puts it all together: using the new Flow Designer MCP server to build and modify flows through natural language with AI tools like Claude or ChatGPT. No prior Flow Designer experience required. Leave with a working flow and the skills to build your own.

CE credits: 3

Speakers

Cisco

Adam Weeks is a lifelong developer with a passion for learning, teaching, and building applications, with over 20 years of industry experience. As a Technical Leader on the Webex Developer Relations team at Cisco, Adam focuses on building AI-powered solutions and developer tools that extend the Webex platform, turning ideas into working software that helps developers and customers get more out of the ecosystem. A Cisco Distinguished Speaker, he has presented worldwide to audiences of all sizes, from intimate workshops to the large conferences. Adam is a native Floridian, and when he's not at the keyboard, you'll find him on the water somewhere in Central Florida.

Cisco

Arunabh Bhattacharjee is a Senior Product Manager at Cisco focused on agentic AI for automation, orchestration and AI-powered customer experience (CX). He leads product for Webex Contact Center in orchestration and platform integrations, helping enterprises build seamless omnichannel journeys and connect external systems to achieve business outcomes. Across multiple roles spanning more than 13 years at Cisco in product management, engineering, and solution leadership, Arunabh has translated complex technology into practical, scalable product direction. He is a Cisco Live Distinguished Speaker, a contributor to the Webex developer ecosystem, a published author and speaker on the Webex developer platform, and co-author of publications on orchestration and AI agents.

At WebexOne, attendees will leave with practical ways to use agentic AI for building orchestration, learn about context, APIs, AI agents, MCP, and Flow Designer to modernize customer journeys. Based in Toronto, Canada he also enjoys hackathons and building side projects that keep him close to hands-on problem solving.

Technical Training Lab

AI

Customer Experience

Contact Center

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Designing the Future Admin Experience: Control Hub for Calling and Contact Center

Technical Training Class: Foundation

The future of manageability isn't more pages and features—it's a cohesive platform with clearer workflows, actionable surfaces, and AI that helps admins move faster without losing control.

In this interactive Control Hub session, admins will work with UX leaders to identify friction points, define what makes admin experiences more actionable, and explore the trust, transparency, and control needed for AI to add real value.

CE credits: 1

Speakers

Cisco

Janet Cheng is a Senior Product Designer who has been untangling the complex world of admin experiences since joining Cisco in 2018. Her work has spanned Calling, core Control Hub experiences, and now CX, where she leads the admin experience. She's excited to explore what's next with admins, imagining and shaping the future of the admin experience.

Technical Training Class

AI

Customer Experience

Calling

Contact Center

Control Hub

Technical Training Class

TRAINING PASS REQUIRED

Scaling Engagement, Not Effort: Reach More, Engage Better with Vidcast and Slido

Technical Training Class: Foundation

What if engagement didn't stop when the meeting ended—and didn't require more meetings to achieve?

As work becomes more distributed, teams need smarter and easier ways to connect at scale without losing impact. In this session, we'll explore Webex's Intelligent Engagement vision and bring it to life through real-time demos of Vidcast and Slido. Whether you're driving executive communications, enabling teams, or delivering training, we'll show how to scale your reach while creating more meaningful, two-way experiences.

CE credits: 1

Speakers

Cisco

Hannah Thompson is a Senior Growth Product Manager for the Webex Suite at Cisco, where she drives adoption and engagement across the full portfolio, from Meetings and Messaging to AI, Vidcast, and Slido. She partners closely with customers, product, and marketing teams to bring the Webex story to life through podcasts, customer interviews, and hands-on programs. A regular voice at Cisco Live and WebexOne, Hannah is passionate about helping every role and workstyle get more value from the Webex platform.

Technical Training Class

Employee Experience

Suite

Technical Training Class

TRAINING PASS REQUIRED

AI for On-Prem for Contact Center Enterprise: Cisco Native and BYO AI with Universal Harness

Technical Training Class: Expert

In this session, we’ll introduce Cisco’s on-premises AI solution for Contact Center Enterprise (CCE). You’ll see how to build reusable AI capabilities with Universal Harness, package them as portable services, and deploy them wherever customers need them—across the Cisco cloud, Cloud Connect/Fusion, Cisco AI POD, or bring-your-own (BYO) AI infrastructure.

You’ll learn how Universal Harness supports both Cisco-native AI services and customer-selected speech-to-speech or BYO AI providers, including OpenAI Realtime, Gemini Live, Nova Sonic, Azure Voice Live, and other pluggable models. You’ll leave with a reference architecture, provider integration patterns, and a practical blueprint for delivering real-time voice AI in CCE while preserving customer control, deployment flexibility, and a path to a fully on-premises AI deployment with Cisco AI POD.

CE credits: 3

Speakers

Cisco

Amit Agnihotri is an AI Architect at Cisco, driving the architecture for AI-powered customer experiences across Cisco Contact Center Enterprise (CCE) and Webex Contact Center Enterprise (WxCCE). He leads the design of Fusion, AI Agent, AI Assistant, Media, and Virtual Agent integrations, enabling enterprises to adopt real-time AI across cloud, on-premises, and AI PoD deployments.

Amit specializes in conversational AI, Speech-to-Speech (S2S) architectures, and real-time media systems. His work focuses on building flexible, scalable, and secure platforms that integrate leading AI providers—including OpenAI, Google, and Bring Your Own (BYO) models—while addressing enterprise requirements such as low latency, data residency, and vendor independence.

Technical Training Class

AI

Customer Experience

Contact Center

Platform/Architecture

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Troubleshooting Cisco Webex Calling

Technical Training Class: Expert

This session dives into troubleshooting Webex Calling, from end-user onboarding, synchronization, and management to location, number, and dial plan configuration. We'll cover Public Switched Telephone Network (PSTN) connectivity including premises-based PSTN, focusing on Webex Calling Multi-Tenant (Dedicated Instance not included). Learn to troubleshoot using Control Hub, Multiplatform Phones (MPP), the Webex App, Cisco Devices, and SIP trunks. We'll tackle media connectivity and quality diagnostics, walk through the tools available to pinpoint issues fast, and explore APIs to automate provisioning and troubleshooting.

CE credits: 3

Speakers

Cisco

Esteban Valverde is a Global Technical Leader at the Cisco Technical Assistance Center (TAC), where he has spent more than 20 years working at the intersection of Collaboration, Networking, and Software Development. Today he serves on the Global Webex Calling Technical Leadership team, bringing deep expertise across Cisco's entire Collaboration portfolio — from on-premises voice platforms to Webex Calling.
Based in Research Triangle Park, North Carolina, Esteban has built his career on a simple conviction: the hardest problems deserve the sharpest tools. Beyond resolving some of Cisco's most complex customer escalations, he develops automation and augmentation tools that accelerate issue resolution and partners directly with Cisco Engineering to improve product diagnostics and serviceability. The structured troubleshooting methodologies, diagnostic tooling, and knowledge frameworks he has created empower TAC engineers and customers alike, elevating the end-to-end support experience.
Over the years, Esteban has been the technical leader behind numerous critical global Collaboration deployments, and he shares that expertise generously — through comprehensive training, meticulous documentation, and mentorship for Cisco internal teams, customers, and partners. He served as the technical reviewer of two Cisco Press Collaboration books and holds a bachelor's degree in Computer Science.

Cisco

Paul is a Principal Engineer at Cisco within the Customer Experience (CX) organization, where he supports Webex solutions. His work spans several areas, including driving product serviceability, building AI solutions for TAC case-opening tools, and shaping a global TAC support strategy.

Paul has spent his entire professional career working with Collaboration technologies. He began as a TAC engineer supporting the on-premise Collaboration portfolio, with a primary focus on Immersive systems and Mobile and Remote Access. Over the past decade in Webex support, he led the effort to bring Webex support into alignment with Cisco's global CX support teams.

Today, his time is split between product and innovation. On the product side, he focuses on the Webex administration experience, working with Webex Control Hub and Cisco/Webex Identity. On the innovation side, he drives AI Assistant solutions that deliver personalized answers for customers' most common questions.

Paul is passionate about driving change within Webex products to deliver better serviceability and self-service capabilities to customers, partners, and everyone who uses them. He is a former WebexOne speaker and a Cisco Live Hall of Fame Distinguished Speaker.

Cisco

As the current Technical Leader for Cisco's TAC in Webex Calling Technology, Luis has been at the vanguard of enhancing global support capabilities and refining the Webex Calling experience for customers and engineers alike. With a career spanning over 16 years within Cisco TAC, Luis brings a wealth of experience and a deep understanding of Cisco Collaboration products to the forefront of technological innovation.

At the heart of Luis's work is a passion for mentorship. By dedicating a significant portion of time to guide and nurture the skills of TAC engineers, Luis ensures that the next generation of technical support is prepared to meet the complex demands of modern collaboration solutions. This commitment to excellence extends beyond team development, as Luis actively contributes to the improvement of product serviceability.

Renowned for expertise in complex hybrid Collaboration implementations, Luis plays a pivotal role in assisting customers as they transition to cloud-based solutions. This expertise is underpinned by a ten-year mastery of the CCIE Collaboration Certification #40952, a testament to Luis's dedication and skill in the field.

Driven by an unwavering commitment to instigate positive change, Luis is instrumental in elevating the Webex Calling Offer. Through a focus on customer support and service enhancement, Luis not only addresses current needs but also paves the way for a more innovative and reliable future in cloud collaboration. #Teacher #Pioneer

Technical Training Class

Employee Experience

Suite

Calling

Devices

Platform/Architecture

Control Hub

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Inside the Webex Suite Developer Platform: APIs, Tools, and Practical Applications

Technical Training Class: Foundation

This session explores the Webex Developer Platform available at developer.webex.com, covering the core REST APIs across Webex Meetings, Messaging, Calling, and admin and compliance. Learn how to automate workflows, integrate Webex into existing systems, and build new experiences using the full developer toolkit—including SDKs for web, iOS, and Android, Embedded Apps, Service Apps, Guest Issuer, webhooks, and the OAuth framework. We'll highlight recent platform updates and real-world use cases. Attendees will leave knowing what the developer platform offers, where the biggest opportunities are, and how to get started.

CE credits: 1

Speakers

Cisco

Phil Bellanti is a Senior Developer Evangelist on the Cisco Webex team based in Orlando, Florida. A cloud API veteran since 2007, he joined Cisco in 2015 following its acquisition of Tropo, a real-time communications API provider. Today, Phil helps developers build with Webex by creating and delivering tech talks, workshops, webinars, and other live events. He also produces blogs, newsletters, documentation, and developer guides for both the Webex Suite and Webex Contact Center platforms.

Technical Training Class

Employee Experience

Suite

Calling

Platform/Architecture

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Extend the Power of Control Hub for Cisco Devices with Your Favorite LLMs

Technical Training Class: Foundation

This training session explores how to extend the capabilities of Control Hub by integrating its Management and Control Platform (MCP) with your favorite Large Language Models (LLMs) and external applications. Attendees will learn how to leverage Control Hub's unified cloud admin portal to seamlessly connect device management, analytics, and troubleshooting features into conversational AI tools and custom workflows. The session covers practical methods for adding MCP APIs to external apps, enabling real-time device telemetry access, workspace insights, and proactive management through natural language interfaces. By the end of this session, participants will understand how to enhance workspace administration, automate complex tasks, and deliver targeted insights directly within their preferred AI environments, empowering IT teams to optimize collaboration device deployments at scale.

CE credits: 1

Technical Training Class

Employee Experience

AI

Suite

Devices

Control Hub

Integrations

Troubleshooting

Technical Training Lab

TRAINING PASS REQUIRED

Explore Webex Calling for Government (FedRAMP)

Technical Training Lab: Foundation

Are you a federal customer stuck with an aging on-prem phone system? Time to move! This hands-on lab puts you inside a Federal Risk and Authorization Management Program (FedRAMP) Control Hub org, without the headache of production network constraints. Configure locations, set up users, deploy devices (apps and phones), and build out Auto Attendants, Call Queues (including Customer Assist), Hunt Groups, and so much more. The full Webex Calling suite is yours to explore, including Public Switched Telephone Network (PSTN) access via Cloud Connected PSTN. Come ready to build, test, and leave with real Webex Calling skills!

CE credits: 3

Speakers

Cisco

Bryan Waldmann is a Collaboration Solutions Engineer / SE Leader on the Cisco Collaboration Experience Program (CCEP). In this role, Bryan guides the Collaboration Pre-Sales trial team, working closely with customers across a range of industries. He brings deep expertise in Webex Calling, UCM/DI, US FedRAMP, and Webex Devices. Bryan has presented/spoken at multiple WebexOne and Cisco Live sessions in the past. Prior to joining CCEP, Bryan worked in the Partner space, deploying CUCM and video solutions nationwide, with a particular focus on healthcare. He successfully led conversions of hundreds of hospitals and physician sites to CUCM. Bryan lives in the Cincinnati Metro area with his wife and five children.

Cisco

Michael is the Webex Suite Product Owner for the Webex for Government Program offering across US Public Sector: Federal, Civilian, State, Local, and Education at Cisco. Prior to Cisco, Michael was at Microsoft where he held Product and Program Management roles across Operations, Licensing and Pricing, Enterprise Commerce, and Microsoft Teams where he was responsible for driving Quarterly Planning, Release Management, and Engineering Systems across the Calling Meeting and Devices Org, leading device certification programs and partner engagements for Peripherals Product categories across Teams Devices ecosystem. Michael leads by promoting inclusive team cultures in meetings and incorporating customer empathy in design thinking. He holds a MBA from Seattle University and a BS from University of Washington in Applied Mathematics.

Cisco

Rajamani Nallakaruppan is a Collaboration Solutions Engineer/TSA on the Cisco Collaboration Experience Program (CCEP) team. Specializing in Webex Calling, Dedicated Instance, Contact Center, and Devices, he leverages over a decade of experience in Cisco Unified Communications to help customers succeed. Formerly a Technical Consulting Engineer in CX, Rajamani is a frequent speaker at Cisco Live and holds a Bachelor of Engineering from Anna University.

Technical Training Lab

Employee Experience

Suite

Calling

Devices

Contact Center

Control Hub

Technical Training Lab

TRAINING PASS REQUIRED

Hands-On: Migrating Premises Contact Center Enterprise to the Cloud (with Webex Contact Center)

Technical Training Lab: Intermediate

Is your on-premises Packaged Contact Center Enterprise (PCCE) or Unified Contact Center Enterprise (UCCE) environment outdated? Join this interactive session to explore the effort and benefits of moving to Webex Contact Center. You’ll take a hands-on approach to building out a complete Contact Center Enterprise flow into Webex Contact Center, end-to-end. We’ll highlight best practices, important considerations, and major feature differences between the two solutions so you’ll be able to make an informed migration plan.

CE credits: 4

Speakers

Cisco

Expert in optimizing business and technical outcomes utilizing AI and contact center technologies in a cloud, premise, or hybrid solution.

Joe Wong is a Solutions Engineer that focuses on the whole customer experience and engagement, including those who manage and use the technology. He has 20+ years of contact center experience with 17 years focused on Cisco solutions. He is a recognized Cisco Distinguished Speaker and 5-Star Speaker at Cisco Live and WebexOne respectively. He was a Solutions Architect with Cisco's Contact Center Delivery Team for 8 years handling critical enterprise accounts and strategic engagements specializing in complex environments before joining Cisco Sales Engineering in 2022.
Prior to Cisco, he has been a customer twice and part of our partner ecosystem. Joe's expertise encompasses the entire Contact Center portfolio, large and small, with more recent blending of modern and exciting opportunities using AI services and digital channels across multiple verticals. With an extensive background in design, delivery, and support in both customer experience architecture and applications, he is constantly looking for optimizations and improvements around the customer, patient, agent, and administrator experiences.

Cisco

Gino D'Addario is a Senior Solutions Engineer that brings his passion for Customer Experience to businesses of all shapes and sizes around the globe. A Cisco veteran since 2007, he understands that an effective CX strategy is not a one-size-fits-all approach. He has no shame in asking questions, no matter how obvious they may seem, to get to the root of a customer's needs and identify a desired outcome.

A key advocate for Cisco's on-premises installed base, Gino excels at identifying the ideal architectural path to deliver rapid business value regardless of cloud appetite. He is actively involved with customers driving continued innovation on-premises, as well as those pursuing hybrid or full cloud models at their own pace.

Prior to joining Cisco's Global Specialists organization, Gino was a Customer Success Engineer in the Contact Center Business Unit handling critical accounts and strategic proactive engagements. Gino is a veteran Distinguished Speaker at Cisco Live! US and EMEA, presenting BRK/LTR/TEC sessions yearly since 2012. This is his first WebexOne event since the 2019 Contact Center Sales Summit, so please say "Hi!" when you see him!

Cisco

Matt Holbrook is a Solutions Engineer focused on helping organizations optimize business and technical outcomes through modern patient and customer engagement technologies across cloud, on-premises, and hybrid environments. With more than 20 years of experience in collaboration and contact center solutions, including over 15 years specializing in healthcare, Matt brings deep expertise in designing connected, scalable, and user-centered engagement experiences.

As a subject matter expert for native Cisco integrations with Epic EHR, Matt helps bridge the gap between complex healthcare technology environments and seamless, intuitive experiences for both patients and the teams who support them. Prior to joining Cisco, Matt spent 25 years in the Cisco partner ecosystem, giving him a broad perspective across the full solution lifecycle—from discovery and architecture through delivery, support, and ongoing optimization.

Matt’s expertise spans the Cisco contact center portfolio, with a strong focus on the evolving role of agentic services, digital channels, and intelligent automation in transforming customer and patient engagement. He is passionate about designing architectures that improve the end-to-end experience across the intelligent front door, agentic virtual interactions, and human agent engagement—enhancing outcomes for customers, patients, agents, supervisors, and administrators alike.

Technical Training Lab

AI

Customer Experience

Contact Center

Platform/Architecture

Integrations

Technical Training Lab

TRAINING PASS REQUIRED

Troubleshoot and Manage Your Organization with an AI Assistant

Technical Training Lab: Expert

In this hands-on session, we'll build an AI Assistant using the Webex Meetings MCP server to schedule and manage meetings. We'll integrate it with a Webex Bot and then build a custom MCP server using Webex APIs for advanced Control Hub administration and troubleshooting.

This session will cover:

- Using the Meetings MCP server in your IDE
- Integrating your AI Assistant with a Webex Bot
- Building a custom MCP server to expand functionality for Control Hub administration and troubleshooting using Webex APIs

CE credits: 5

Speakers

Cisco

Mo Eyad Musallam is a Technical Leader within Cisco's Collaboration TAC organization based in Krakow, Poland, specializing in the Cisco Contact Center portfolio. With more than eight years of experience in Cisco TAC, he focuses on AI and agentic development for customer experience (CX) workflows. Mo is passionate about applying AI to modern contact center support and automation and regularly speaks on AI-driven innovation in customer experience.

Cisco

Diego Manuel Jimenez Moreno is a Technical Leader at Cisco for TAC Collaboration, where he has been since 2019. With over 9 years of experience in the IT industry, he holds the CCIE Collaboration certification (#66728).

Diego has been actively involved in key events such as TAC Workshops and TAC Troubleshooting Summits, Cisco Live, and WebexOne, where he has delivered various presentations and labs. He specializes in Cisco On-Prem Collaboration, Webex Calling, and Webex Programmability, and is currently focused on Contact Center Solutions.

Passionate about automation and innovation, Diego has made significant contributions to internal projects and is currently focused on leveraging AI capabilities.

Technical Training Lab

Employee Experience

AI

Suite

Control Hub

Integrations

Troubleshooting

Technical Training Lab

TRAINING PASS REQUIRED

Using AI and Webex APIs to Develop Custom Tools and Functionality in Webex Contact Center

Technical Training Lab: Intermediate

In this session, you'll explore how to harness the power of AI to code custom tools and functionalities in Webex Contact Center. You'll use a method called Spec-Driven Development, which provides structure and guardrails for your project. You'll build AI Agents to assist you in refining your requirements, implementing your plan, testing your code, and reviewing your results.

CE credits: 4

Speakers

Cisco

Barry McLellan is a Cisco pre-sales professional with over 25 years of experience in contact center technology. He started his career as a computer programmer in 1998, then moved into the contact center world shortly after, where he spent his first years worrying about rotary phone callers and javaSDK version issues!

Since then, Barry has worked across every side of the ecosystem: as a customer, a partner, and in Cisco CX delivery — building a practical, ground-level understanding of how contact center solutions get built, deployed, and supported.
Barry currently works in technical pre-sales as a Solutions Designer with Webex Contact Center and Webex Connect, helping customers see what's possible and shaping solutions around their vision, with a focus on automation and emerging technology. Beyond that, he builds demos, middleware integrations, and technical lab guides for Cisco's partner and customer community — including contributing to hands-on lab content presented at Cisco Live — and continues to mentor others in the field as the technology evolves.

Cisco

Kevin Simpson is a Solutions Manager with the Webex Contact Center, where he passionately channels his enthusiasm for innovation, education, and enablement. He has earned a reputation for his remarkable ability to demystify complex concepts, transforming advanced topics into accessible and engaging content for individuals who are eager to learn and expand their knowledge.

Technical Training Lab

AI

Customer Experience

Contact Center

Platform/Architecture

Integrations

Technical Training Lab

TRAINING PASS REQUIRED

Webex Calling Migration Lab

Technical Training Lab: Intermediate

The focus of this lab is to actively use tools to assist with migrating configurations, users, and devices from premises-based Cisco UCM to Webex Calling. This includes instruction on the steps and best practices for the migration process, strategy, and dial plan considerations. The tools used in this lab include what's available with Control Hub, Cloud Connected UC, and third-party tooling.

CE credits: 4

Speakers

Cisco

Carl Newton is a solutions engineer on the Cisco Collaboration Experience Program (CCEP) Team, specialising in configuring customer trials of cloud collaboration solutions. With over 20 years experience in the field, he has deployed countless setups of the wider range of Cisco Collaboration solutions globally. This broad experience enables him to engage with product deployment, development and education; ensuring customers get the best solution to meet their collaboration needs.

Cisco

Jose Linero is a Senior Solutions Engineer with more than 25 years of experience driving innovation in SaaS, cloud, and AI-powered collaboration solutions. Throughout his career, he has contributed to the development and evolution of scalable Collaboration-as-a-Service platforms that transform how organizations connect, collaborate, and engage in a digital-first world.

He plays a strategic role in advancing Webex Calling, Webex Contact Center, and AI-driven customer engagement solutions, helping customers across multiple industry verticals modernize communications, elevate customer experiences, and enable intelligent hybrid work environments. By integrating automation, analytics, and AI capabilities into cloud architectures, Jose helps organizations translate technology innovation into measurable business outcomes.

Currently pursuing a Masters degree in Artificial Intelligence, Jose is deepening his expertise in machine learning, AI architectures, and intelligent systems to further bridge advanced research with real-world enterprise collaboration solutions.

As a Cisco Webex Subject Matter Expert and Hall of Fame Distinguished Cisco Live speaker, Jose is recognized for connecting AI, cloud platforms, and collaboration technologies into a cohesive vision for the future of enterprise communications.

Cisco

Amy Ryan is a Principal Solutions Engineer at Cisco with over 26 years of experience driving innovation in networking and collaboration technologies. Throughout her 16-year tenure within Cisco’s Global Collaboration Sales Engineering organization, Amy has established herself as a trusted advisor, specializing in the architecture and deployment of complex enterprise-grade solutions. Her technical expertise spans the full spectrum of calling architectures—including premise, cloud, and hybrid environments—with a particular focus on seamless cloud migrations and the implementation of robust hybrid work strategies. Amy is a recognized leader in field sales and partner enablement, having spearheaded high-impact initiatives such as Collaboration Technical Advisory Groups and Cisco’s X-Architecture programs. As a Cisco Live Hall of Fame Distinguished Speaker and a CCIE (#24677), Amy is widely respected for her ability to translate intricate technical requirements into scalable, business-aligned solutions. She continues to be a driving force in the evolution of collaboration technology and helping organizations navigate the complexities of the modern digital workplace.

Cisco

I’m a Cisco Collaboration Engineer with the dCloud team, specializing in collaboration, cloud, security, and enterprise technologies across Cisco and integrated solutions. I’m passionate about AI/ML and exploring innovative ways to apply AI, automation, and emerging technologies to improve troubleshooting, customer experiences, and technical operations. I enjoy building technical demos and lab environments that showcase integrated cloud, security, observability, and on-premises capabilities.

Technical Training Lab

Employee Experience

Suite

Calling

Devices

Platform/Architecture

Control Hub

Technical Training Lab

TRAINING PASS REQUIRED

Webex Calling Customer Assist Hands-On Lab

Technical Training Lab: Foundation

This hands-on lab offers you practical experience in configuring and deploying a foundational, voice-only call center environment using Webex Calling Customer Assist. You’ll actively set up an auto attendant, intelligent call routing, and queue management. The lab moves from theoretical knowledge to practical application, enabling you to optimize call handling, enhance customer experience, and improve agent productivity. Upon completion, you’ll be skilled in implementing a professional, streamlined voice contact solution within your Webex Calling environment.

CE credits: 3

Speakers

Cisco

Susan Parrish is a Technical Enablement Specialist at Cisco with over 20 years of experience in technology and customer-facing roles. Specializing in Webex solutions, she bridges the gap between complex software and practical application through effective adult education strategies. A 5-star instructor at WebexOne since its inception in 2022 and a 2025 Visionary Award nominee, Susan is also an active member of Women of Cisco and Women in Collaboration. She holds a Master’s in Adult Education from East Carolina University and a BS in Management of Information Systems from Mount Olive University. Outside of her professional work, she enjoys tailgating at ECU football games, traveling, and spending time at the beach.

Cisco

Vanesa Melendez is a Training Specialist currently providing training for Webex Calling and Webex Contact Center at Cisco Webex Academy. With previous experience at Broadsoft and Ericsson. She is an Panamanian graduated in Electronics Engineering with more than a decade of experience in the telecommunications field.

Technical Training Lab

Employee Experience

Customer Experience

Suite

Calling

Contact Center

Technical Training Class

TRAINING PASS REQUIRED

Design and Build an EHR-Integrated Webex AI Agent for Patient Matching and Scheduling

Technical Training Class: Intermediate

In this technical class, you'll design and build an EHR-integrated Webex AI Agent for patient identity matching and appointment management, with escalation to Webex Contact Center. We'll configure APIs against an Epic sandbox or EHR simulator, build Flow Builder logic to invoke EHR APIs (read/write) for patient matching and slot lookup, map responses back to the agent, and escalate with context to Webex Contact Center.

CE credits: 2

Speakers

Cisco

Steve Beamer is a Global Center of Excellence (CoE) Solutions Engineer at Cisco specializing in healthcare customer experience, with more than 20 years of experience designing communications, AI, and contact center solutions. He works with healthcare providers and payers to architect and deploy Epic-integrated solutions that combine Webex AI Agent, Webex Connect (CPaaS), and Webex Contact Center to streamline patient access, automate workflows, and improve engagement across the care journey. His work focuses on production deployments integrating AI, APIs, and workflow orchestration with Epic to support patient authentication, appointment management, revenue cycle operations, and service interactions. Steve is a speaker on healthcare AI and digital transformation, sharing practical approaches for building production-ready solutions that improve both patient experience and operational efficiency.

Technical Training Class

AI

Customer Experience

CPaaS

Platform/Architecture

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Agile Management of Webex Calling: There's an API for That

Technical Training Class: Expert

Webex Calling offers flexible management options, ranging from individual configuration in Control Hub to bulk provisioning and powerful public APIs. This session covers the technical essentials, including Representational State Transfer (REST), JavaScript Object Notation (JSON), serialization and deserialization, integrations, scopes, and Open Authorization (OAuth) flows. You'll learn best practices for building custom provisioning tools using a Python Software Development Kit (SDK) designed to simplify Webex Calling API consumption. Finally, we'll explore how AI can accelerate the development of your custom solutions, empowering you to manage your collaboration environment with greater speed and agility.

CE credits: 3

Speakers

Cisco

Johannes Krohn joined Cisco System in Germany in 2000. In his over 30 years of experience in the networking and telecommunication industry he worked in several IT companies gaining knowledge in engineering, system design and technologies from ATM to multiprotocol networking. In the last 20+ years he mainly focussed on IP telephony, Unified Collaboration and on-premise and cloud based collaboration solutions. As Technical Marketing Engineer working on Collaboration System Architectures he provides design guidance in key projects and is responsible to transferring new product information of Cisco Collaboration Solutions to audiences internally and externally. Technology focus areas include call routing architectures, collaboration architecture simplification and cloud collaboration. As part of the continuous development cycle he is providing input to the system level planing of future solutions. He holds a CCIE Voice.

Technical Training Class

Employee Experience

AI

Suite

Calling

Control Hub

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Master the Fleet: Optimized Operations of Cisco Devices via Control Hub

Technical Training Class: Foundation

Master your collaboration device fleet with Control Hub's modern administration and analytics. This session covers the entire device lifecycle, from bulk onboarding and zero-touch provisioning to advanced RoomOS and Microsoft Teams Rooms configurations. Learn how to move beyond basic deployment by leveraging Control Hub's remote access, AI-ranked insights, and alerting tools. Finally, we'll explore device and workspace analytics that help transform your operations from reactive "firefighting" to proactive, data-driven management—optimizing room utilization and ensuring a high-quality experience across your entire ecosystem.

CE credits: 1

Speakers

Cisco

Maria Erickson is a pre-sales Solutions Engineer for Cisco Systems’ Collaboration organization. With over two decades of experience, Maria has been driving the evolution of workplace tech — from the pioneering days of unified communications to today's complex landscape of agentic AI. Based in the greater Washington, DC area, she lives where the countryside meets the data centers, surrounded by a lively crew of nieces and nephews.

Technical Training Class

Employee Experience

AI

Suite

Devices

Control Hub

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Beyond the AI Pilot: A Flight Plan for Trusted CX at Scale

Technical Training Class: Intermediate

AI pilots are multiplying but trusted, measurable value at scale remains elusive. The challenge is not choosing another AI capability; it is creating an operating model that connects technology, people, data, governance, and outcomes across the customer journey.

In this intermediate session, contact center architects, administrators, and CX leaders will use the F.L.I.G.H.T. framework to move beyond experimentation: Find the right use case, Launch deliberately, Interact and tune, Govern and secure, Handoff with context, and Transform through measurable outcomes. Grounded in Webex Contact Center and informed by real deployments, end-to-end walkthroughs reveal the decisions that separate pilots from durable operations. This includes: where AI belongs, how it should be tuned and measured, when humans should enter the journey, and how trust is maintained as autonomy grows. Leave with practical principles for scaling AI without losing context, control, or sight of business value.

CE credits: 2

Speakers

Cisco

Krishna Tyagi is a Senior Technical Leader within the Webex Customer Experience AI FDE at Cisco Systems, working across the full Webex CX portfolio — including Webex Contact Center, AI Agent, AI Assistant, and AI Quality Management. He guides enterprise organisations through the complete AI lifecycle, from architecture and design through large-scale deployment and optimisation, partnering closely with Cisco's Product, Engineering, and AI Strategy teams.

With 21 years of industry experience, Krishna has advised C-suite leaders at organisations through complex, large-scale AI transformations. He is a Distinguished Cisco Live Speaker and a recipient of the Cisco-wide Innovation Award, presented by Cisco's CEO. He holds Cisco Generative AI Blue Belt and Business AI Practitioner credentials, is an IEEE Senior Member, and regularly publishes thought leadership on AI and customer experience. Krishna holds a Bachelor's degree in Electronics and Telecommunications Engineering and an Executive Leadership certification from Cornell University.

Technical Training Class

AI

Customer Experience

Contact Center

Platform/Architecture

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

On-Premises to Hybrid: How Cisco UCM is Evolving with Cisco Cloud

Technical Training Class: Intermediate

Discover how Cisco is extending on-premises Cisco UCM with hybrid cloud services that deliver new capabilities without requiring a full cloud migration. We'll cover the latest product updates, upcoming innovations, and the roadmap for modernizing on-premises communication through Cisco Cloud.

CE credits: 2

Technical Training Class

Employee Experience

AI

Suite

Calling

Platform/Architecture

Technical Training Class

TRAINING PASS REQUIRED

Same Platform, Different Workstyles: How Webex AI Empowers Every Role

Technical Training Class: Foundation

What if AI transformed the way every role in your organization worked?

In this interactive session, we bring that idea to life in a healthcare scenario through the lens of three different personas—sales, retail workers, and healthcare professionals—as they navigate their day with the help of Webex AI. Through live demos and role-based storytelling, you'll see how AI powers smarter communication, provides real-time insights, and enables faster decisions—reducing manual tasks, improving experiences, and making everyone's day easier to manage.

CE credits: 1

Speakers

Cisco

Hannah Thompson is a Senior Growth Product Manager for the Webex Suite at Cisco, where she drives adoption and engagement across the full portfolio, from Meetings and Messaging to AI, Vidcast, and Slido. She partners closely with customers, product, and marketing teams to bring the Webex story to life through podcasts, customer interviews, and hands-on programs. A regular voice at Cisco Live and WebexOne, Hannah is passionate about helping every role and workstyle get more value from the Webex platform.

Technical Training Class

Employee Experience

AI

Suite

Calling

Platform/Architecture

Technical Training Class

TRAINING PASS REQUIRED

Workforce Management for the Infinite Workforce

Technical Training Class: Intermediate

AI agents introduce a theoretically unlimited workforce into the contact center, which breaks every assumption traditional workforce management (WFM) was built on. In this 90-minute technical exploration, see how Webex WFM is purpose-built for the hybrid era: ML-powered forecasting that factors AI deflection rates alongside human volume, AI-optimized scheduling that matches agents to complexity rather than raw AHT, and a real-time intraday control plane that manages human and AI agents from a single surface. We'll demonstrate predictive SLA alerts with "what-if" simulations, one-click staffing actions, and automated surplus reallocation showing how workforce planning evolves from reactive queue-watching to proactive, intent-driven orchestration.

CE credits: 2

Speakers

Cisco

Siva is a Director of Product Management at Cisco, where he leads product strategy for Webex Contact Center Workforce Management. He is focused on rethinking workforce management for an AI-first world, spanning forecasting, scheduling, intraday operations, and the coordination of human and AI agents.

Technical Training Class

AI

Customer Experience

Contact Center

Technical Training Class

TRAINING PASS REQUIRED

Flow Designer: AI Agent Fulfillment, Omnichannel Engagement, Headless Flows, and MCP Integration

Technical Training Class: Intermediate

Explore how Webex Contact Center Flow Designer is evolving to support more intelligent, connected, and flexible customer journeys.

This session will examine:
AI-agent fulfillment that turns intent into action through reusable flows.
Omnichannel capabilities that extend engagement across BYO channels, live chat, SMS, and email.
Headless flows and MCP integration that connect Contact Center workflows with AI systems and enterprise tools.

Attendees will get a view of generally available capabilities, early-access innovations, and the longer-term roadmap.

CE credits: 2

Speakers

Cisco

Arun is a Director of Product Management at Cisco, working on Webex products across agentic interoperability, developer experiences, and orchestration. He focuses on building platforms that help enterprises connect AI agents, integrations, and workflows into production-grade collaboration experiences. Outside of work, he enjoys travelling, speaking, and mentoring on AI, innovation, and product.

Technical Training Class

AI

Customer Experience

Contact Center

CPaaS

Integrations

Keynote

Opening Keynote

Join us as Cisco reveals its most ambitious vision for the intelligent workplace.

See how the next wave of AI has redefined every environment where work happens—and what it means for your business, your people, and your customers.

Explore the latest product announcements, learn from leading organizations and AI innovators, and uncover the strategic shifts defining what comes next.

Speakers

Cisco

During his tenure with Cisco, Anurag has held several leadership roles in the Collaboration business, including Chief Technology and Product Officer where he led the entire Collaboration software business. He was also Vice President and Head of Engineering for Webex Meetings where he was responsible for delivering applications and services to power online meetings for millions of users worldwide.

With over two decades of experience in the Communications, Collaboration, and SaaS industries, Anurag is accomplished at building high performance global teams and creating innovative, market leading products. Anurag takes pride in being a customer-focused leader, with a proven track record of strategic thinking and executing with a strong culture of innovation.

Passionate about applying technology for good, Anurag serves on Cisco's Human Rights Advisory Council and was the founding executive sponsor of Cisco's Responsible AI Framework.

He holds a bachelor’s degree in Electronics & Communications Engineering from National Institute of Technology, Kurukshetra, India.

Cisco

Aruna drives significant revenue growth and brand value through a powerful blend of technological expertise, data science acumen, strategic storytelling, and marketing innovation.

An early adopter of marketing automation and AI, Aruna stays at the forefront of technological advancements, consistently leveraging them to disrupt competitive markets. Her leadership in SaaS marketing and enterprise technology and her vision for AI's role in shaping customer and employee experiences have made her a sought-after thought leader in the industry.

Beyond her professional achievements, Aruna is a passionate advocate for women in technology and making the STEM fields more inclusive and accessible.

Aruna has an MBA and MS in Computer Engineering from Santa Clara University and a BS in Computer Science from Bangalore Institute of Technology. She is an alumna of the CMO Leadership program at Kellogg Business School. She serves on Cal Polytechnic San Luis Obispo, Fast Company, Forbes Technology Council, and Vox Media boards.

Cisco

Jeetu Patel is Cisco’s President and Chief Product Officer. He combines a bold vision, steeped in product design and development expertise, operational rigor, and innate market understanding to create high growth businesses. He is relentlessly focused on building world class products that solve Cisco customers’ biggest problems—bringing the power of the Cisco portfolio together to connect and protect every aspect of their organization in the era of AI. Previously he was Cisco’s Executive Vice President and General Manager of Security and Collaboration where he led the strategy and development for these businesses and held P&L responsibility for the multibillion-dollar portfolio. In this role, Jeetu led with his creative vision and intense focus on innovation and swift execution.

Together with his team, he transformed and positioned our Security and Collaboration portfolios for success and growth. In both areas, he reinvigorated organic innovation, championed key inorganic investments, and drove simplification across these portfolios with a fanatical focus on design and user experience. Prior to joining Cisco in 2020, Jeetu was the Chief Product Officer (CPO) and Chief Strategy Officer (CSO) at Box, a role he pioneered. He led the company’s product and platform strategy, setting the company’s long-term vision and roadmap for cloud content management in the enterprise. He transformed Box from a single product application to a multi-product platform used by 100K customers representing 69% of the Fortune 500. The discipline, quality standards, performance metrics, and stability Jeetu instilled fueled the platform’s growth – nearly quadrupling revenues to $700M+. Box’s growth scaled to reach over 60M users with over 50% of customers using multiple products.

He also created the Box Platform business unit where he led product strategy, marketing and developer relations – driving products from incubation stage to mature offerings. Before joining Box, Jeetu was General Manager and Chief Executive of EMC’s newly acquired Syncplicity business unit, a cloud service for Enterprise File Sync Sharing (EFSS) and collaboration. One of the first SaaS-based solutions offered by EMC, Jeetu spearheaded the company’s acquisition. He created a world class leadership team, secured some of the market’s largest customers and led the group to become one of the fastest growing EFSS companies in a highly competitive market. Other key roles at EMC included CMO for the Information Intelligence Group and Chief Strategy Officer, where he drove the organic and inorganic strategy for the division’s cloud and mobile growth. Previously, Jeetu was President of Doculabs, a research and advisory firm co-owned by Forrester Research. The firm focused on collaboration and content management across a range of industries including financial services, insurance, energy, manufacturing, and life sciences. He currently serves on the board of JLL, an American commercial real estate services company. Jeetu holds a B.S. in Information Decision Sciences from the University of Illinois, Chicago, and lives in the San Francisco Bay Area with his family.

Cisco

Snorre Kjesbu is Senior Vice President & General Manager of Collaboration Devices at Cisco. He is a global citizen leading a worldwide organization responsible for the collaboration devices business ranging from IP phones to immersive video systems. Snorre’s passion for design with over 20 years of engineering experience are at the core of his belief in always providing authentic user experiences. Prior to his return to Cisco, Snorre was Executive VP of Design, Creation and Fulfillment at BANG & OLUFSEN in Copenhagen. His résumé also includes SVP at Tandberg and being responsible for R&D on wireless communication at ABB.

He and his team at ABB were awarded the Wall Street Journal Innovation award for their work on wireless sensors in 2002. Snorre holds a Master of Science from the University of Bristol and has been a guest lecturer at the Stanford Network Research Center in Stanford University. He has obtained more than 20 patents in the areas of communications and video conferencing and is on the board of directors for several IT companies. When not working, Snorre can likely be seen on a pair of skis – whether on snow or water.

Keynote

In-Person

Virtual

Employee Experience

AI

Customer Experience

Technical Training Lab

TRAINING PASS REQUIRED

AI-Powered Meetings: Build a Follow-Up Agent and Troubleshooting Assistant with Webex Model Context Protocol (MCP)

Technical Training Lab: Foundation

Imagine an AI agent that turns your meeting transcript into a follow-up Webex space with action items, or takes a meeting number and hands you back a quality analysis in seconds. Webex's new Model Context Protocol (MCP) servers make this possible by giving AI agents direct access to meeting data, transcripts, and messaging. In this hands-on lab, you'll learn what MCP is, enable the servers on a Webex org, and build two workflows: one that auto-creates a follow-up space from a transcript, and one that analyzes meeting quality and generates an HTML troubleshooting report.

CE credits: 2

Speakers

Cisco

Payven Simien is a Technical Leader at Cisco with an expertise in building AI native Automation Systems and Tools within the Webex Collaboration space. A DevNet certified professional, Payven spent time over the years designing internal systems to enhance productivity and streamline support workflows before transitioning into the forefront of AI adoption and integration. He specializes in optimizing prompt engineering, developing MCP servers, deploying and orchestrating AI Agents and workflows.

Cisco

Chad Patterson is a Technical Leader in Cisco’s Customer Experience Collaboration Engine. During his 14 years at Cisco, he has developed deep expertise in Collaboration technologies, including Telepresence and Webex. His recent work focuses on developing, scaling, and improving AI and automation tools across Cisco’s Technical Assistance Center. Chad has presented at Cisco Live and is the co-author of a book on SaaS fundamentals. He holds bachelor’s degrees in electrical engineering and computer engineering from North Carolina State University.

Technical Training Lab

Employee Experience

AI

Suite

Integrations

Troubleshooting

Technical Training Lab

TRAINING PASS REQUIRED

Build Webex AI Agents with Your Own Custom LLM

Technical Training Lab: Intermediate

In this hands-on lab, you'll learn how to connect your own custom large language model (LLM) to Webex AI Agent Studio and use it to power a Webex AI Agent. We'll walk through the full flow: exposing a model through a Chat Completions-compatible API, configuring it in Agent Studio, and testing it in a real customer-facing use case, such as a Webex Contact Center interaction. You'll leave with a practical understanding of how custom LLMs can support more flexible, domain-specific agent experiences, while giving builders more control over model behavior, responses, and integration choices.

CE credits: 2

Speakers

Cisco

Mykola Danylchuk is a Senior Technical Consulting Engineer on the Webex Contact Center Technical Assistance Center (TAC) team. He has over 10 years of experience in Cisco Collaboration and Contact Center technologies.

As the AI Subject Matter Expert (SME) for his team, Mykola is responsible for delivering technical enablement and training to fellow TAC engineers, as well as conducting technical workshops, classes, and hands-on labs for Cisco customers and partners. His primary focus is accelerating AI adoption by helping customers successfully onboard, integrate, and optimize AI capabilities within their Webex Contact Center environments.

Cisco

Rajitha Bhavani Kantheti is a Solutions Engineer within Global Collaboration Solutions Engineering org. She specializes in building cross-architecture solutions using Webex programmability to help businesses solve complex collaboration challenges. With a Master of Science in Computer Engineering from Clemson University, Rajitha brings a strong technical foundation and a passion for AI and innovation. Over the past five years at Cisco, she has developed a wide range of customer-facing and internal solutions using Webex APIs, SDKs, Webex devices, CPaaS and WxCC technologies. She also regularly delivers technical guidance and enablement to both internal teams and customers.

Technical Training Lab

AI

Customer Experience

Contact Center

Integrations

Technical Training Lab

TRAINING PASS REQUIRED

Cisco Phone 9800 Series: Setup, Customize, and Manage

Technical Training Lab: Intermediate

Take the 9800 Phone Series for a test drive to try out the latest features. The lab focuses on phones deployed to Webex Calling.

Get hands-on experience starting with unboxing, customizing per user and company requirements, and troubleshooting issues. You'll also get a chance to explore monitoring and automation aspects.

Learn how an AI-powered toolbox can elevate your productivity.

CE credits: 3

Speakers

Cisco

Nehal Mehta is an Engineering Product Manager at Cisco who believes the best solutions are born from curiosity and genuine collaboration. With nearly two decades of experience in enterprise collaboration space, he has spent his career helping organizations navigate the transition to cloud-managed ecosystems and more efficient, user-centered workflows.

While his work focuses on administrative solutions for desk phones, Nehal finds the most joy in the "how" and "why" of product development. A lifelong learner, he loves exploring new technology through hands-on experimentation and practical exercises. Whether he is diving into the latest AI advancements or untangling a complex technical challenge, Nehal thrives on brainstorming with others to find creative, practical solutions.

Nehal is always eager to connect with fellow builders and thinkers. If you are interested in discussing the future of collaboration technology or want to tackle a complex problem together over a whiteboard, he would love to chat.

Cisco

Product Manager, Cisco. David has been with Cisco over 15 years and holds a CCIE. David is an Engineering Product Manager with a focus on Collaboration endpoints.

Cisco

I’m a Cisco Collaboration Engineer with the dCloud team, specializing in collaboration, cloud, security, and enterprise technologies across Cisco and integrated solutions. I’m passionate about AI/ML and exploring innovative ways to apply AI, automation, and emerging technologies to improve troubleshooting, customer experiences, and technical operations. I enjoy building technical demos and lab environments that showcase integrated cloud, security, observability, and on-premises capabilities.

Technical Training Lab

Employee Experience

AI

Suite

Calling

Troubleshooting

Technical Training Lab

TRAINING PASS REQUIRED

Practical Guide to Webex Contact Center Troubleshooting and Flow Design

Technical Training Lab: Intermediate

Webex Contact Center technology is evolving fast, making it hard to keep up and avoid misconfigurations. Join this hands-on lab to move beyond the basics and sharpen your troubleshooting skills.

Instead of simple setup, you'll learn to build optimal voice configurations using skill-based and personalized AI routing. We'll also walk through real-world digital use cases, breaking down the logic behind end-to-end flows and integrations. Participants will leave ready to build effective solutions with the right guardrails in place to ensure their contact center runs smoothly.

CE credits: 3

Speakers

Cisco

D.K., is a member of the Cisco Customer Experience (CX) Leadership team for Cisco Collaboration technologies. With over 30 years of industry experience and more than 25 years in Cisco TAC, he is a recognized technical leader, Business Unit advisor, and collaboration expert. Throughout his career, D.K. has led strategic initiatives in product serviceability, solution interoperability, automation, and customer enablement for hybrid and cloud collaboration solutions. He has played a key role in establishing multiple TAC teams across Cisco's global Customer Experience (CX) and Global Delivery Partner (GDP) centers while actively mentoring and developing technical talent.

A CCIE Voice/Collaboration for over 20 years and a Cisco Live! & WebexOne Distinguished Speaker, D.K. is widely recognized for his expertise in SIP, Session Border Controllers (SBC), and Contact Center technologies. He regularly advises Cisco's largest telecommunications customers, helping them solve complex technical and business challenges.
Prior to Cisco, D.K. worked in software development and real-time embedded systems for telecommunications applications. He holds a degree in Computer Science and Technology. Outside of work, he enjoys reading, gardening, and traveling.

Technical Training Lab

AI

Customer Experience

Contact Center

Platform/Architecture

Integrations

Troubleshooting

Technical Training Lab

TRAINING PASS REQUIRED

Beyond the Ring: Unleashing Webex Calling AI for the Modern Enterprise

Technical Training Lab: Foundation

Step into the future of business communication in this hands-on lab exploring Webex Calling AI features. Build a real-world industry use case end-to-end using AI Assistant for Calling (Automatic Summaries and Share-on-Transfer), Ask Me Anything, and the AI Receptionist. You'll design, configure, and validate your solution with live test calls, seeing real-time summaries, intelligent call routing, and context-aware handoffs in action. Walk away with a working prototype, a deployment blueprint, and the skills to transform voice into your organization's smartest productivity asset.

CE credits: 2

Speakers

Cisco

With 17 years of experience at the forefront of Cisco's collaboration technology, I specialize in bridging the gap between complex technical infrastructure and high-level business strategy. As a CCIE-certified engineer, I don't just implement technology; I architect collaboration solutions that drive organizational productivity.

My career began in the trenches of the Technical Assistance Center (TAC), where I learned to solve the most critical, high-stakes challenges in the industry. This technical foundation allows me to speak with authority on how collaboration tools can be leveraged to solve real-world business problems.

Beyond my day-to-day work, I am a recognized voice in the industry, having presented multiple times at Cisco Connect LATAM and serving as a frequent host for live webinars within the Cisco Community. My focus is always the same: translating technical innovation into clear, measurable value for decision-makers. I am dedicated to helping our customers and partners navigate the complexities of modern collaboration, ensuring that their technology investments are fully aligned with their strategic goals and long-term business success.

Cisco

Bryan Waldmann is a Collaboration Solutions Engineer / SE Leader on the Cisco Collaboration Experience Program (CCEP). In this role, Bryan guides the Collaboration Pre-Sales trial team, working closely with customers across a range of industries. He brings deep expertise in Webex Calling, UCM/DI, US FedRAMP, and Webex Devices. Bryan has presented/spoken at multiple WebexOne and Cisco Live sessions in the past. Prior to joining CCEP, Bryan worked in the Partner space, deploying CUCM and video solutions nationwide, with a particular focus on healthcare. He successfully led conversions of hundreds of hospitals and physician sites to CUCM. Bryan lives in the Cincinnati Metro area with his wife and five children.

Cisco

Rajamani Nallakaruppan is a Collaboration Solutions Engineer/TSA on the Cisco Collaboration Experience Program (CCEP) team. Specializing in Webex Calling, Dedicated Instance, Contact Center, and Devices, he leverages over a decade of experience in Cisco Unified Communications to help customers succeed. Formerly a Technical Consulting Engineer in CX, Rajamani is a frequent speaker at Cisco Live and holds a Bachelor of Engineering from Anna University.

Technical Training Lab

Employee Experience

AI

Suite

Calling

Contact Center

Platform/Architecture

Technical Training Lab

TRAINING PASS REQUIRED

Building Custom Webex Contact Center Dashboards: Organization Visibility and Control with APIs

Technical Training Lab: Intermediate

In this 120-minute hands-on lab, learn to build a custom, real-time dashboard that provides full visibility and control over your Webex environment. We'll guide you through creating an integration, pulling organizational data, and leveraging the Search API alongside real-time data to visualize live traffic. You'll learn to implement administrative controls, such as updating settings, call control functions, and managing agent states, programmatically. Finally, we'll expand the scope by integrating broader Webex APIs, creating a unified view that extends beyond the contact center.

CE credits: 3

Speakers

Cisco

Meenakshi Sundaram Kandasamy is a Technical Consulting Engineer in the Webex Contact Center TAC team with experience in the contact center space dating back to 2007. Specializing in both on-premises and cloud solutions, he leverages his extensive background in Cisco’s portfolio to help customers succeed. He began his career as a QA Engineer for the UCCE portfolio before transitioning into his current support role for the broader on-prem and cloud contact center offerings. A frequent speaker at various Troubleshooting Summits and Cisco Live, He holds a Master of Science in Software Engineering from the Birla Institute of Technology & Science.

Cisco

Joshua Zuke is a TAC engineer for Webex Contact Center who has been working with the product since 2018 and has 17+ years of experience in the field. He continues to evolve with the technology, sharing that knowledge through presentations, trainings, and automation projects.

Technical Training Lab

Customer Experience

Contact Center

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Troubleshooting Managed and Survivability Deployments in Webex Calling

Technical Training Class: Expert

In today’s hybrid work environment, voice continuity is the backbone of business operations. Ensuring your Webex Calling environment remains resilient requires a deep understanding of Managed and Survivability Gateways, which are critical to maintaining uptime. This session covers their architecture and operational best practices in detail. Explore common failure scenarios and learn systematic approaches to resolve issues quickly through practical examples and demonstrations. Designed for network engineers and administrators supporting Webex Calling Multi-Tenant. Foundational knowledge of Webex Calling, Cisco gateways, and network architecture is recommended.

CE credits: 3

Speakers

Cisco

Esteban Valverde is a Global Technical Leader at the Cisco Technical Assistance Center (TAC), where he has spent more than 20 years working at the intersection of Collaboration, Networking, and Software Development. Today he serves on the Global Webex Calling Technical Leadership team, bringing deep expertise across Cisco's entire Collaboration portfolio — from on-premises voice platforms to Webex Calling.
Based in Research Triangle Park, North Carolina, Esteban has built his career on a simple conviction: the hardest problems deserve the sharpest tools. Beyond resolving some of Cisco's most complex customer escalations, he develops automation and augmentation tools that accelerate issue resolution and partners directly with Cisco Engineering to improve product diagnostics and serviceability. The structured troubleshooting methodologies, diagnostic tooling, and knowledge frameworks he has created empower TAC engineers and customers alike, elevating the end-to-end support experience.
Over the years, Esteban has been the technical leader behind numerous critical global Collaboration deployments, and he shares that expertise generously — through comprehensive training, meticulous documentation, and mentorship for Cisco internal teams, customers, and partners. He served as the technical reviewer of two Cisco Press Collaboration books and holds a bachelor's degree in Computer Science.

Technical Training Class

Calling

Platform/Architecture

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Migration, Simplified: Cisco UCM to Webex Calling

Technical Training Class: Intermediate

A successful migration starts with the right plan.

Join us for a practical guide to migrating from Cisco UCM to Webex Calling using Cisco's recommended PPDIO (Prepare, Plan, Design, Implement, Operate) framework. We'll cover a proven three-phase migration approach and demonstrate how Control Hub and partner tools help simplify planning, accelerate deployment, and reduce operational complexity.

CE credits: 2

Speakers

Cisco

Steven Fly is a Technical Marketing Engineer (TME) within Cisco's Collaboration Technology Group, bringing more than 20 years of experience in Cisco Unified Communications, Cisco TelePresence/video collaboration, and Webex technologies. His areas of expertise include Webex Calling, Webex Customer Assist, AI Receptionist, and Webex migration strategies. Steven has delivered multiple technical sessions and hands-on labs at Cisco Live, sharing best practices and technical expertise with customers, partners, and Cisco engineers.

Steven has worked with many of Cisco's enterprise customers and partners, helping them define and execute their collaboration strategies, architectures, and solution designs. He collaborates closely with Cisco's Webex product management and engineering teams, translating customer feedback and real-world requirements into product enhancements and future capabilities.

Technical Training Class

Employee Experience

Suite

Calling

Platform/Architecture

Control Hub

Technical Training Class

TRAINING PASS REQUIRED

The Best of Both Worlds: Designing Hybrid Collaboration Between Cisco UCM and Webex Cloud

Technical Training Class: Intermediate

Modern collaboration demands seamless interaction between on-premises and cloud users. This session explores how hybrid architectures—leveraging Cisco UCM, Video Mesh Nodes, CCUC, and Local Gateways—connect to Webex Calling to create a unified experience. Learn how to enable transparent communication, extend existing investments, and unlock cloud innovations such as AI-powered features for on-prem users. Gain practical insights into architecture patterns, design considerations, available features, and real-world deployment strategies.

CE credits: 2

Speakers

Cisco

Johannes Krohn joined Cisco System in Germany in 2000. In his over 30 years of experience in the networking and telecommunication industry he worked in several IT companies gaining knowledge in engineering, system design and technologies from ATM to multiprotocol networking. In the last 20+ years he mainly focussed on IP telephony, Unified Collaboration and on-premise and cloud based collaboration solutions. As Technical Marketing Engineer working on Collaboration System Architectures he provides design guidance in key projects and is responsible to transferring new product information of Cisco Collaboration Solutions to audiences internally and externally. Technology focus areas include call routing architectures, collaboration architecture simplification and cloud collaboration. As part of the continuous development cycle he is providing input to the system level planing of future solutions. He holds a CCIE Voice.

Technical Training Class

Employee Experience

AI

Suite

Calling

Platform/Architecture

Technical Training Class

TRAINING PASS REQUIRED

Collaboration Without Boundaries: Unified Communications Deployment and AI-Driven User Experience in Disconnected Environments

Technical Training Class: Intermediate

Learn how organizations in air-gapped environments can access the same AI-powered collaboration features as their cloud-connected counterparts. Topics include how Cisco AI PODs deliver meeting intelligence locally with no cloud dependency, voice and video deployment for disconnected users with Cisco UCM and Expressway integration, and how Cisco Meeting Server (CMS) 4 delivers a fully on-premises collaboration stack. We'll also showcase a Splunk-based unified collaboration dashboard built for disconnected environments providing a unified interface across the integrated communications stack for real-time calling health and rapid fault isolation.

CE credits: 2

Speakers

Cisco

Chris Hess is a Delivery Architect on the Cisco Customer Experience team supporting US Public Sector with a focus on sovereign, disconnected and hybrid environments. With a deep background in Cisco's portfolio-including Security, Networking, Collaboration and Webex for Government. He works closely with stakeholders to understand their requirements and architects secure and efficient solutions while overseeing the end-to-end delivery process, providing technical leadership delivering resilient, mission-ready solutions at scale.

Cisco

With a distinguished 15-year career dedicated to the US Public Sector customers, Wes Wiley serves as a Solutions Engineer at Cisco, where he helps our most important and complex customers navigate the complexities of modern collaboration. Over the last seven years, Wes has been instrumental in supporting the Department of War, architecting secure and resilient environments that empower mission-critical operations. His expertise lies in translating intricate technical infrastructure into actionable strategies that drive user adoption and operational efficiency. Wes is passionate about leveraging Webex technology to solve the unique challenges faced by public sector organizations, ensuring they remain agile and connected in an evolving hybrid landscape.

Technical Training Class

AI

Calling

Integrations

Troubleshooting

Quick Takes

Context is King: The Next Generation of Customer-Centric AI Agents

How to create highly personalized, seamless CX experiences.

This session takes a deeper look into how to leverage AI Concierge to create highly personalized, seamless experiences that move beyond basic self-service and embrace sophisticated agentic systems.

The most effective AI agents combine three critical capabilities: persistent memory, contextual awareness, and multi-agent orchestration. Together, these capabilities transform AI from a transactional tool into an intelligent digital workforce capable of understanding nuanced customer needs, adapting to changing circumstances, and delivering precise, effective resolutions. By designing AI agents that can remember, reason, coordinate, and act, organizations can create differentiated customer experiences that drive higher satisfaction, faster problem resolution, and stronger long-term loyalty.

The future of customer engagement lies not in single AI models, but in orchestrated ecosystems of intelligent agents working together to deliver truly personalized outcomes at scale.

Speakers

Cisco

Arunabh Bhattacharjee is a Senior Product Manager at Cisco focused on agentic AI for automation, orchestration and AI-powered customer experience (CX). He leads product for Webex Contact Center in orchestration and platform integrations, helping enterprises build seamless omnichannel journeys and connect external systems to achieve business outcomes. Across multiple roles spanning more than 13 years at Cisco in product management, engineering, and solution leadership, Arunabh has translated complex technology into practical, scalable product direction. He is a Cisco Live Distinguished Speaker, a contributor to the Webex developer ecosystem, a published author and speaker on the Webex developer platform, and co-author of publications on orchestration and AI agents.

At WebexOne, attendees will leave with practical ways to use agentic AI for building orchestration, learn about context, APIs, AI agents, MCP, and Flow Designer to modernize customer journeys. Based in Toronto, Canada he also enjoys hackathons and building side projects that keep him close to hands-on problem solving.

Cisco

Sam Watson is a Product Marketing Manager at Webex, leading strategic initiatives across the Webex Customer Experience portfolio. He brings more than a decade of experience in customer experience and enterprise communications, with expertise spanning customer journey orchestration, Webex AI Agent, CPaaS, and both cloud and on-premises contact center technologies. His work spans product strategy, positioning and messaging, launches, sales enablement, and cross-functional programs that help bring customer experience innovation to market.

Quick Takes

In-Person

Customer Experience

Breakout

Make Every Call Count: The Future of Intelligent, Secure Calling

Modernize communications across every deployment: cloud, on-premises, and hybrid.

Explore how Cisco is redefining enterprise calling with AI-powered experiences, trusted security, and resilient communications across Webex Calling, Cisco UCM, and hybrid deployments. Cisco Calling product leaders will share the latest innovations helping organizations modernize at their own pace, protect reliability and control, and future-proof their communications strategy for what’s next.

Speakers

Ameriprise Financial

Ellery Heiniemi is a technology executive responsible for enterprise collaboration, calling, contact center, and AI platforms at Ameriprise Financial. With deep experience leading communications transformation in a highly regulated industry, Ellery focuses on how organizations can use cloud communications, AI, and automation to strengthen customer relationships, empower employees, and drive business outcomes. Ellery is passionate about the future convergence of calling, collaboration, and AI, and the role these technologies will play in transforming the way people work and connect.

Cisco

Amey leads Product Management for Cisco Calling including cloud Calling, on-premise Unified Communications Manager (UCM) and Broadworks. Cisco calling is an easy to use, mobile integrated, enterprise grade, innovative calling phone system that is easy to setup and manage for IT admins, with best-in-class security & global availability. He is passionate about innovation and evolving the calling experience from hearing, to seeing, to doing; empowering people to have a richer calling experience with Webex and leveraging cloud capabilities for the new era of hybrid work. Prior to Cisco, Amey built Microsoft Teams calling and meetings from ground up and grew Teams adoption to millions of users. He also led Product management for Microsoft's Azure cloud IaaS/PaaS services across different verticals segments including sovereign clouds and government verticals. He has extensive experience working at large companies as well as startups, building innovative products and bringing them to market. Amey brings more than 25 years of experience in areas such as product management, design, cloud engineering in productivity software at Microsoft Office, natural language processing, machine learning with search and NUI experiences, hardware integration for audio and video and analytics. He has developed 20 patents over his career. Amey has a B.Tech from Indian Institute of Technology, Bombay and a Masters from North Carolina State University. He lives in Seattle with his family and enjoys outdoor activities such as hiking and kayaking in his free time.

Cisco

Sonu Arora is Senior Director of Product for Webex Calling at Cisco, where she leads product management for one of the world’s most widely used calling platform. With over 20 years of experience spanning engineering and product leadership, Sonu has helped shape collaboration technologies at both Cisco and Microsoft — including contributions to Skype, Microsoft Teams, and Azure Infrastructure. She’s passionate about building products that connect people, simplify work, and scale globally. Sonu brings a unique blend of technical depth and customer-first thinking to every conversation. Sonu resides in Seattle area with her husband and two daughters.

In-Person

Breakout

Employee Experience

AI

Calling

Roundtable

Grow in the SMB Market with Webex Wholesale: Innovation, Insights, and AI

A compelling roadmap with partner-led success stories.

Discover how Webex Wholesale is driving innovation and growth for partners serving the SMB market worldwide. This session showcases our latest AI innovations, including AI-Receptionist and Partner Hub insights, and gives a sneak peek into the roadmap. The session features a panel of three industry-leading partners sharing real-world success stories, challenges, and achievements, and offers direct access to our Collaboration leaders. Ideal for partners eager to leverage Webex Wholesale for a competitive advantage.

Roundtable

In-Person

AI

Roundtable

Modern Healthcare: Improving Access, Care Team Collaboration, and Patient Experience

How AI agents, secure collaboration, and connected workplaces can reduce friction across the care journey.

Join healthcare leaders to discuss how AI agents, secure collaboration, and connected workplaces can reduce friction across the care journey. Explore strategies for improving patient access, supporting care teams, enabling flexible work models, and streamlining operations through intelligent automation.

This interactive peer-to-peer roundtable is an opportunity to share challenges, exchange best practices, and discuss how organizations are improving efficiency, engagement, and the human experience in modern healthcare.

Speakers

GetixHealth

Roundtable

In-Person

Employee Experience

AI

Customer Experience

Suite

Calling

Devices

Contact Center

CPaaS

Platform/Architecture

Control Hub

Quick Takes

Cisco Devices: One Room. Every Meeting Platform.

Easily join Webex, Teams, Google, or Zoom meetings with one tap.

Your teams use multiple collaboration platforms—sometimes all in the same day. Regardless of your primary platform, people often need to meet colleagues, customers, and other stakeholders across many different platforms. Discover how the unique architecture of RoomOS enables AI-powered Cisco devices to enhance the experience across native Webex, Microsoft Teams Rooms, Zoom Rooms, and Google Meet. One device gives teams the maximum flexibility and choice to work their way, while protecting your AI infrastructure investments.

Speakers

Cisco

Gabrielle D. Varatharajah is the Senior Product Manager for Microsoft Teams Meeting Experiences on Cisco Devices. She is responsible for Microsoft Teams Rooms and Cisco Webex Video Integration for Microsoft Teams (VIMT), Cisco's Cloud Video Interop solution. She sets the product strategy and roadmap, working across engineering and partner teams to deliver seamless, market-leading Microsoft Teams meeting experiences across Cisco's video device portfolio.

Quick Takes

In-Person

Employee Experience

Devices

Breakout

AI in the Contact Center: A Conversation with CX Leaders

A candid look at real-world AI wins, walls, and the path to success.

The AI hype is loud. The reality is more nuanced, and much more interesting. Join the customers for a conversation about deploying Webex Contact Center, AI Assistant, and AI Agent in the real world.

What ROI have they experienced? Where did they hit walls? What were the security considerations around AI? What does their AI roadmap look like, and how does it align to where the industry is heading?

From navigating implementation barriers to charting a new path using agentic CX, this session offers a transparent look at how leaders are turning AI ambition into tangible business value.

Speakers

HD Supply

James McEvoy is the Director of Information Technology at HD Supply, where he leads the enterprise Salesforce teams to optimize contact center performance and elevate the customer experience. Currently, he is leading the critical Salesforce CTI integration portion of a major Webex Contact Center transition, modernizing HD Supply's multiple contact centers with AI and Machine Learning solutions. Backed by deep expertise in both Salesforce and SAP platforms, James has built an IT leadership career spanning the distribution, technology, and professional services sectors. He lives in Atlanta, Georgia, with his wife Stefany, four children, and three dogs.

In-Person

Breakout

Customer Experience

Quick Takes

Face Off: A Race to Create Meeting-Ready Workspaces in Minutes

Watch as we unbox, provision, and join a meeting live on stage.

Workspace setup is about to become a competitive sport. In this session, we’ll put the value of an integrated, all-in-one system to the test with a live faceoff to see who can get a Cisco Desk Pro G2 unpacked, provisioned, and meeting-ready the fastest.

Come place your bets, cheer for your favorite setup strategy, and see what happens when cables, components, and manual steps get taken out of the equation. Along the way, we’ll show how integrated devices can simplify deployment, reduce friction for IT and AV teams, and help create meeting-ready workspaces in minutes.

Speakers

Cisco

Marisa Rutti is a Product Marketing Manager at Cisco. With a passion for new technology, she enjoys discussing the value of collaboration devices and how they can create more productive experiences within the workplace. Over her 10 years at Cisco, she has contributed to industry and IoT solutions. Prior to joining Cisco, Marisa held positions within the high-tech partner community and start-ups, building expertise in storytelling, product, and digital marketing.

Cisco

With more than 20 years of experience at Cisco, Simon Brough believes that the best work happens when people are truly connected. As a Senior Business Development Manager, Simon translates complex business challenges into simple, high-impact workplace solutions. He is a passionate advocate for technology that doesn't just function, but actively enables teams to perform at their best. Simon's career is defined by his commitment to building tools that support the way we work today, and the way we will work tomorrow.

Quick Takes

In-Person

Employee Experience

Devices

Control Hub

Roundtable

Next-Gen Financial Services: Balancing Innovation, Compliance, and Customer Trust

Using secure AI, customer insights, and intelligent collaboration to personalize service while managing risk.

Join financial services leaders to discuss how institutions are balancing innovation, compliance, and customer trust in a digital-first world. Explore how secure AI, customer insights, intelligent automation, and collaboration platforms can help personalize service while managing regulatory complexity and risk.

This interactive peer-to-peer roundtable will focus on practical strategies for adopting technology responsibly, improving customer and employee experiences, and maintaining the highest standards for security and compliance.

Speakers

Markel

Stephanie McKeon is a Principal Infrastructure Engineer at Markel, where she leads workplace technology and collaboration initiatives that support a connected global workforce. She has played a key role in modernizing Markel’s collaboration spaces using the latest Cisco devices to create a consistent experience that allows employees to walk into any office around the world and confidently join, host, and collaborate in meetings with ease. She recently led a large-scale headquarters renovation which established a new standard for Markel’s workplace technology and employee experience.

When not focused on designing and deploying modern meeting spaces, Stephanie enjoys spending time with her family attending baseball games and concerts and escaping to the beach whenever she can.

Roundtable

In-Person

Employee Experience

AI

Customer Experience

Suite

Calling

Devices

Contact Center

CPaaS

Platform/Architecture

Control Hub

Quick Takes

The Trust Equation: Mastering Secure AI in CX with AI Agent 360

Achieving continuous lifecycle management of AI agents.

As AI agents take on more customer interactions, CX leaders must balance innovation with accountability. Autonomy without accountability becomes a liability. AI Agent 360 was built to solve this.

This session explores how to govern AI agents at scale while maintaining customer trust, compliance, and operational excellence. Learn how security and observability provide the foundation for monitoring behavior, mitigating risk, detecting performance drift, and continuously optimizing AI agents to deliver measurable business and customer outcomes.

Speakers

Cisco

Abhiram leads the AI GTM function for the Customer Experience Business at Cisco. He is based out of Melbourne, Australia. Using AI in the CX space is his favourite domain. In his role, he works with early customers on their CX transformation by leveraging AI and also helps define the strategy to make the broader Cisco customer and partner community be successful with Cisco's AI portfolio for their CX requirements. He has previously worked at Google and Uniphore in the same space.

Quick Takes

In-Person

Customer Experience

Breakout

Future-Proofed Workplaces: Powering an AI-Ready Infrastructure

Leveraging Cisco devices for the last mile of your AI infrastructure.

Intelligent workplaces are where people and AI intersect.

Cisco devices, powered by Cisco RoomOS and NVIDIA AI/ML, enable intelligent workplace experiences that propel your teams forward. Beyond industry-leading video conferencing devices, they can be a critical component of your AI infrastructure and an extension of your network.

Join this session to see what that looks like in practice. It starts with helping employees find the right place to work, using digital signage, space mapping, room booking, and wayfinding to remove the guesswork. From there, AI agents keep team interactions equitable, so work flows to the right people instead of stalling on logistics. As conditions change throughout the day, the workplace adapts with them, staying comfortable and productive rather than static. And behind it all, IT teams get the insights they need to optimize the experience and know exactly where to prioritize their next investment.

Speakers

Cisco

Chris Palermo is a Global Leader within Cisco's Devices Center of Excellence, helping organizations reimagine the workplace through collaboration technology, smart and sustainable buildings, AI, and employee experience.

With nearly 30 years of experience in the collaboration industry, Chris works closely with Cisco customers, partners, and product teams to shape strategies that help organizations create workplaces people actually want to use. His expertise spans enterprise collaboration, workplace transformation, hybrid work, smart buildings, and the future of work.

Chris has been recognized as one of the Top 50 Unified Communications Influencers and was named a LinkedIn Top Voice for his thought leadership in workplace design and sales presentations. Through his writing, speaking, and social media presence, he shares practical, real-world insights on technology adoption, workplace experience, and business transformation.

A frequent speaker at Cisco and industry events worldwide, Chris is known for blending technology trends, business outcomes, and engaging storytelling into highly rated presentations that resonate with both technical and business audiences.

Asahi Beverages

James Parry leads Infrastructure, Cloud & Workplace Services for Asahi Beverages across Australia and New Zealand. A technology leader with extensive experience in modern workplace transformation, cloud platforms, infrastructure operations, and digital employee experience, James specializes in turning technology strategy into measurable business outcomes. He is known for building high-performing teams, driving operational excellence, and delivering large-scale transformation programs that enable organizations to work smarter, more securely, and more collaboratively.

Cisco

Andy currently serves as product marketing leader for our portfolio of video collaboration devices, including Cisco Room Bars and Kits, and Cisco Board Pro series. Andy has been a member of the collaboration product marketing team for over 12 years. Prior to his current role, he has held product marketing roles for a wide range of Cisco collaboration devices, and on-premises and cloud collaboration solutions. Andy has over 25 years’ experience supporting a range of diverse technologies in business management, marketing, product management, and engineering leadership roles with technology manufacturers, software development, and channel partner organizations. He has a Master of Engineering degree in Electrical and Electronic Engineering and a Diploma in Marketing from the Charted Institute of Marketing. Andy lives with his family in the UK, and enjoys listening to music, going to festivals and playing the guitar (not very well).

Duke Energy

Mark Cook serves as vice president, telecom, infrastructure, critical infrastructure operations (CIOPS) and operations for Duke Energy. In this role, he leads the teams who ensure reliable, resilient and secure networking and communication capabilities across the company’s footprint in addition to the foundational infrastructure upon which applications and grid control systems rely. His organization also supports all enterprise technology needs including end user support services and audio/visual equipment.

Mark joined Duke Energy in 2000 and has held a variety of roles in information technology including application development and support for finance, customer and cybersecurity, server and storage support, and end user support. He led Finance IT for
Duke Energy’s mergers with Progress Energy and Cinergy and spearheaded a multi- year IT transformation program.

Mark earned a Bachelor of Arts in business from Thomas Moore University. He currently serves on the board of the Charlotte Cystic Fibrosis Foundation and sits on customer advisory boards for Cisco, Dell, Dynatrace, and World Wide Technology
(WWT). He enjoys giving back to his local community through nonprofit organizations including Apparo, Safe Alliance, and Young Black Leadership Alliance (YBLA).

In-Person

Breakout

Employee Experience

AI

Suite

Devices

Platform/Architecture

Control Hub

Quick Takes

Call Coordinator for Webex Calling: Prioritize Every Important Call

AI-powered call screening and responses from anywhere.

Learn how Call Coordinator for Webex Calling helps busy professionals stay responsive without answering every call. This feature screens incoming calls, identifies urgent or high-value callers, and notifies users wherever they are. Users can answer immediately, send a quick message, or invite the caller to schedule a meeting, ensuring important conversations are addressed quickly while reducing interruptions from lower-priority calls.

Speakers

Cisco

Teney is a Product Marketing Manager in the Webex Calling team. He has spent much of his career in the unified communications industry during the transition from on-premises to the cloud.
Teney received undergraduate and MBA degrees in Marketing from Santa Clara University. He lives in Honolulu, Hawaii.

Quick Takes

In-Person

Calling

Technical Training Class

TRAINING PASS REQUIRED

How to Get Your AI Agent to Do What You Actually Want: A Prompt Engineering Session

Technical Training Class: Intermediate

LLM-based AI agents are powerful but can be hard to control: They may ask for information users don’t have or fail to follow procedures correctly, even when those procedures are clearly defined in the instructions or knowledge base. This session shows how to design prompts that guide agents to behave reliably and do what you actually want.

CE credits: 2

Technical Training Class

AI

Customer Experience

Contact Center

Platform/Architecture

Technical Training Class

TRAINING PASS REQUIRED

From Infrastructure to Intelligence: How Cisco Reimagined Voice Support with AI Agents

Technical Training Class: Foundation

Contact center leaders once viewed voice as an infrastructure pathway: route the call, create the case, move on. With AI agents in Webex Contact Center, it can become a smarter, more adaptive part of the customer journey.

In this session, Cisco’s customer support leadership shares how they rethought voice operations with AI agents, shifting from infrastructure-first workflows to an agile model built for continuous optimization. Learn the business case, cross-channel AI strategy, lessons learned, and best practices for scaling AI-assisted support across a global enterprise. For implementation details, attend the companion technical session: Under the Hood: How Cisco Deployed Webex Contact Center and AI Agents for Intelligent Automation.

CE credits: 1

Speakers

Cisco

Kate Baldwin is the Director for Global Delivery inside of Cisco’s Customer Experience (CX) organization, responsible for critical support teams such as the TAC Frontline, Global Licensing Organization, Portfolio Activation and the TAC Global Escalations team. She has previously led the CX Centers Strategic Programs Office, as well TAC Delivery and Technical Leader teams in the Webex, Collaboration, and Service Provider Networking technology groups.

Kate's current focus is transforming a manual frontline support model into an AI-driven resolution ecosystem that enhances the customer experience and eliminates unnecessary cases. Ask her about how Cisco has evolved to enhance self-service and the lessons learned in using AI across voice, chat, and email channels.

Cisco

Kenneth is a senior Technical Leader with over 25 years at Cisco, where he began his career supporting Cisco Unified Communications Manager and Cisco IP Phones. He is currently a part of the Customer Experience Engineering organization, focusing on Cisco's Collaboration solutions. His key focus for the past few years has been bringing automation and intelligence to our customer support experiences with AI, including using Cisco's own technologies such as Webex Contact Center.

He holds a Bachelor of Computer Engineering from Clemson University as well as his Cisco Certified Internetworking Expert (CCIE) Voice.

Technical Training Class

AI

Customer Experience

Contact Center

Platform/Architecture

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Bridging the Gap: Seamless Coexistence of On-Premises and Cloud Collaboration Solutions

Technical Training Class: Intermediate

As organizations modernize their collaboration environments, the path from on-premises solutions (like Cisco UCM, Unity Connection, and Microsoft Active Directory) to cloud-based services (such as Webex Calling and Entra ID) introduces new challenges and opportunities. This session explores architectural patterns and best practices for hybrid deployments that deliver a seamless, secure, and productive user experience. Attendees will learn how to maintain coexistence, enable interoperability, and plan for a phased transition to the cloud.

CE credits: 2

Speakers

Cisco

Johannes Krohn joined Cisco System in Germany in 2000. In his over 30 years of experience in the networking and telecommunication industry he worked in several IT companies gaining knowledge in engineering, system design and technologies from ATM to multiprotocol networking. In the last 20+ years he mainly focussed on IP telephony, Unified Collaboration and on-premise and cloud based collaboration solutions. As Technical Marketing Engineer working on Collaboration System Architectures he provides design guidance in key projects and is responsible to transferring new product information of Cisco Collaboration Solutions to audiences internally and externally. Technology focus areas include call routing architectures, collaboration architecture simplification and cloud collaboration. As part of the continuous development cycle he is providing input to the system level planing of future solutions. He holds a CCIE Voice.

Technical Training Class

Employee Experience

Suite

Calling

Devices

Platform/Architecture

Technical Training Class

TRAINING PASS REQUIRED

Bringing Live Video Support into the Webex Contact Center Agent Desktop

Technical Training Class: Intermediate

This session demonstrates a complete end-to-end flow: an end user initiates a support request from a Webex video device, gets routed to a Webex Contact Center agent, and connects via live video — all without the agent leaving the desktop. Use cases include kiosks, healthcare check-ins, retail assistance, and remote expert support.

CE credits: 2

Speakers

Cisco

Rajitha Bhavani Kantheti is a Solutions Engineer within Global Collaboration Solutions Engineering org. She specializes in building cross-architecture solutions using Webex programmability to help businesses solve complex collaboration challenges. With a Master of Science in Computer Engineering from Clemson University, Rajitha brings a strong technical foundation and a passion for AI and innovation. Over the past five years at Cisco, she has developed a wide range of customer-facing and internal solutions using Webex APIs, SDKs, Webex devices, CPaaS and WxCC technologies. She also regularly delivers technical guidance and enablement to both internal teams and customers.

Technical Training Class

Employee Experience

Customer Experience

Suite

Devices

Contact Center

Technical Training Class

TRAINING PASS REQUIRED

Webex Edge Connect: Mastering Design and Deployment for Meetings, Calling, and Dedicated Instance

Technical Training Class: Intermediate

Webex Edge Connect provides private network peering that bypasses the public Internet, directly linking your network to the Webex backbone for Meetings and Calling services, enabling your organization to gain access to the latest Webex innovations.

In this session, we'll cover the Edge Connect solution in detail, including key design considerations for different architecture types, deployment best practices, and the latest updates to the offering.

A foundational understanding of Webex Meetings and Calling products is recommended to fully benefit from the session content.

CE credits: 2

Speakers

Cisco

Richard Murphy is a Technical Marketing Engineer and a Technical Leader within the Cisco Collaboration Technology Group business unit. He is a member of the Webex Technical Marketing Engineering (TME) team, concentrating on the Webex Edge, On-Premises AI and Meetings services. This encompasses Edge Connect, Collaboration AI POD, Video Mesh, Edge Audio, Cisco Meeting Server, and Webex Meetings.

Technical Training Class

Employee Experience

Suite

Calling

Platform/Architecture

Quick Takes

Modernize Your On-Prem Contact Center

A practical path to AI, digital channels, and the cloud.

Legacy infrastructure doesn't have to mean legacy results. Have an on-premises contact center? You don't need a total "rip and replace" to start delivering a more modern customer experience.

In this session, we'll explore how to bridge the gap between your current on-premises environment and the future of CX. Learn how to layer Webex AI Agent, AI Assistant, and digital-first channels directly onto your existing setup to drive immediate operational impact, boost agent productivity, and deliver the personalized support your customers expect today.

Speakers

Cisco

Paula Goldrich is a dynamic Product Marketing Leader for Webex Customer Experience Solutions, recognized for her inquisitive nature and passion for storytelling. With over a decade of experience spanning CPaaS, CCaaS, UCaaS, and retail operations, Paula brings a distinctive perspective on customer needs, stakeholder priorities, and market trends. She excels at elevating the Webex Customer Experience portfolio, launching innovative products and features, and navigating the rapidly evolving customer experience landscape. Paula's unique background empowers her to connect with diverse audiences and drive impactful results. Paula holds a B.S. in Marketing and a B.A. in Psychology from Rutgers University. She currently resides in New Jersey.

Quick Takes

In-Person

Customer Experience

Breakout

The Agentic AI Edge: Rewiring Customer Experience from the Inside Out

Turn AI into outcomes with a secure, proven agentic CX platform.

AI is reshaping customer experience—from the contact center to every customer touchpoint across the enterprise. As AI assistants, AI agents, and intelligent workforce solutions become embedded throughout the customer journey, organizations have a unique opportunity to deliver faster service, more personalized experiences, greater operational efficiency, and stronger business outcomes.

As AI takes on a more active role in customer interactions and business processes, success depends on more than deployment alone. CX leaders must ensure AI is trusted, governed, secure, and continuously optimized. We'll discuss emerging best practices for monitoring and managing AI performance, securing AI agents and their access to enterprise systems, maintaining human oversight, and establishing the visibility and accountability needed to scale AI with confidence.

Speakers

Cisco

Manoj leads the product team shaping AI agents for customer experience at Cisco, with a focus on building intelligent, autonomous experiences that transform how businesses serve their customers. A full-stack developer turned product manager, he joined Cisco through the IMImobile acquisition and is based in Hyderabad, India, where he lives with his wife and son. Outside work, he enjoys cricket, travel, and good conversations over coffee.

Community Health Network

Tim Messenger has spent two decades supporting the telephony environment at Community Health Network. Prior to working in IT, Tim spent time doing low voltage cabling and phone system installation, as well as a few years working in Emergency Medicine before returning to the world of IT. Initially starting as a contractor at CHNw for the E911 location mapping project, then joining the Voice Services/UC Team as an analyst supporting Nortel, and eventually Cisco Call Manager and UCCX. In 2012, he accepted a position as a Contact Center analyst supporting the UCCE IP/IVR environment. Then assisted in the migration to UCCE CVP.

In 2017, a specific Contact Center Team was created, with Tim as the manager. During this time, he and his team assisted in many environment upgrades, support, and enhancements. In 2024, CHNw began the process of building the first WxCC contact centers, setting the stage for a full migration from UCCE. Tim and his team migrated over 120 contact centers and over 400 IVRs as well as deploying centralized scheduling and triage for Primary Care practices. During this they also worked with Cisco and Presidio to develop the first deployment of WxCC AI for a pilot program for a rescheduling agent integrated with the existing practice IVRs. After the pilot was completed, the UC Contact Center Team deployed the AI Rescheduling Agent to an additional 50 practices.

Currently, they are working on the next use cases covering New Appointment Scheduling, Registration, as well as Bill Pay/Payment Plans. Tim and his team continue to evolve to support the growing changes of the Contact Center world to help ensure the patients and care givers at Community Health Network have the best experience and care as possible.

In-Person

Breakout

Customer Experience

Technical Training Lab

TRAINING PASS REQUIRED

Hands-On AI in Webex Contact Center: Building Connected Experiences from Self-Service to Agent Assistance

Technical Training Lab: Intermediate

Modern customer experience is moving from reactive bots to proactive, agentic systems. This hands-on lab walks through eight technical missions: Topic Analytics for friction discovery, autonomous AI Agents in Webex AI Studio, agent-to-agent collaboration via MCP, the Cisco AI Assistant for human augmentation, AI routing for outcome-driven agent matching, and AI Quality Management evaluating 100% of interactions. Built for IT leaders and CX architects ready to stop managing isolated AI tools and start building a connected experience. Leave with working configurations and operational patterns.

CE credits: 4

Speakers

Cisco

Krishna Tyagi is a Senior Technical Leader within the Webex Customer Experience AI FDE at Cisco Systems, working across the full Webex CX portfolio — including Webex Contact Center, AI Agent, AI Assistant, and AI Quality Management. He guides enterprise organisations through the complete AI lifecycle, from architecture and design through large-scale deployment and optimisation, partnering closely with Cisco's Product, Engineering, and AI Strategy teams.

With 21 years of industry experience, Krishna has advised C-suite leaders at organisations through complex, large-scale AI transformations. He is a Distinguished Cisco Live Speaker and a recipient of the Cisco-wide Innovation Award, presented by Cisco's CEO. He holds Cisco Generative AI Blue Belt and Business AI Practitioner credentials, is an IEEE Senior Member, and regularly publishes thought leadership on AI and customer experience. Krishna holds a Bachelor's degree in Electronics and Telecommunications Engineering and an Executive Leadership certification from Cornell University.

Cisco

Barry McLellan is a Cisco pre-sales professional with over 25 years of experience in contact center technology. He started his career as a computer programmer in 1998, then moved into the contact center world shortly after, where he spent his first years worrying about rotary phone callers and javaSDK version issues!

Since then, Barry has worked across every side of the ecosystem: as a customer, a partner, and in Cisco CX delivery — building a practical, ground-level understanding of how contact center solutions get built, deployed, and supported.
Barry currently works in technical pre-sales as a Solutions Designer with Webex Contact Center and Webex Connect, helping customers see what's possible and shaping solutions around their vision, with a focus on automation and emerging technology. Beyond that, he builds demos, middleware integrations, and technical lab guides for Cisco's partner and customer community — including contributing to hands-on lab content presented at Cisco Live — and continues to mentor others in the field as the technology evolves.

Cisco

Mykola Danylchuk is a Senior Technical Consulting Engineer on the Webex Contact Center Technical Assistance Center (TAC) team. He has over 10 years of experience in Cisco Collaboration and Contact Center technologies.

As the AI Subject Matter Expert (SME) for his team, Mykola is responsible for delivering technical enablement and training to fellow TAC engineers, as well as conducting technical workshops, classes, and hands-on labs for Cisco customers and partners. His primary focus is accelerating AI adoption by helping customers successfully onboard, integrate, and optimize AI capabilities within their Webex Contact Center environments.

Technical Training Lab

AI

Customer Experience

Suite

Contact Center

Platform/Architecture

Integrations

Technical Training Lab

TRAINING PASS REQUIRED

Exploring the Webex Developer Ecosystem

Technical Training Lab: Intermediate

This hands-on lab shows participants the possibilities inside the Webex Developer Ecosystem and how it can be used for automation. We'll focus on real use cases to showcase how the different functionalities can be integrated into organizations.

This session will enable you to:
Understand Webex API concepts and capabilities, create secure Webex integrations with OAuth 2.0, build interactive Webex Bots using Python and adaptive cards, deploy Webex service apps for administrative automation, and
explore agentic apps and Webex MCP servers.

CE credits: 4

Speakers

Cisco

Adam Weeks is a lifelong developer with a passion for learning, teaching, and building applications, with over 20 years of industry experience. As a Technical Leader on the Webex Developer Relations team at Cisco, Adam focuses on building AI-powered solutions and developer tools that extend the Webex platform, turning ideas into working software that helps developers and customers get more out of the ecosystem. A Cisco Distinguished Speaker, he has presented worldwide to audiences of all sizes, from intimate workshops to the large conferences. Adam is a native Floridian, and when he's not at the keyboard, you'll find him on the water somewhere in Central Florida.

Cisco

Phil Bellanti is a Senior Developer Evangelist on the Cisco Webex team based in Orlando, Florida. A cloud API veteran since 2007, he joined Cisco in 2015 following its acquisition of Tropo, a real-time communications API provider. Today, Phil helps developers build with Webex by creating and delivering tech talks, workshops, webinars, and other live events. He also produces blogs, newsletters, documentation, and developer guides for both the Webex Suite and Webex Contact Center platforms.

Cisco

Diego Manuel Jimenez Moreno is a Technical Leader at Cisco for TAC Collaboration, where he has been since 2019. With over 9 years of experience in the IT industry, he holds the CCIE Collaboration certification (#66728).

Diego has been actively involved in key events such as TAC Workshops and TAC Troubleshooting Summits, Cisco Live, and WebexOne, where he has delivered various presentations and labs. He specializes in Cisco On-Prem Collaboration, Webex Calling, and Webex Programmability, and is currently focused on Contact Center Solutions.

Passionate about automation and innovation, Diego has made significant contributions to internal projects and is currently focused on leveraging AI capabilities.

Technical Training Lab

AI

Integrations

Technical Training Lab

TRAINING PASS REQUIRED

Integrating Customer Journey Data Services for Enhanced Customer Experiences

Technical Training Lab: Expert

Stop treating every interaction as if it's the customer's first. In this lab, we go under the hood of Customer Journey Data Services (CJDS) to build a "memory" for your contact center. You'll move beyond simple data capture to true journey orchestration, learning how to propagate persistent context across IVR, AI Agents, and the Agent Workspace. We'll explore JDS actions in detail, showing you how to trigger real-time, event-driven workflows that respond to customer behavior the moment it happens. If you want to build smarter, more responsive customer journeys, this is the session for you.

CE credits: 5

Technical Training Lab

AI

Customer Experience

Devices

Contact Center

Integrations

Technical Training Lab

TRAINING PASS REQUIRED

Getting Started with Webex Calling: Hands-On Lab

Technical Training Lab: Foundation

Enhance your cloud-based calling skills with this interactive, accelerated hands-on lab focused on Webex Calling. During this four-hour session, you'll engage in practical exercises including configuring Public Switched Telephone Network (PSTN) connections, using key features, and managing call routing through Webex Control Hub. By utilizing a simulated environment to practice efficient call handling, explore advanced mid-call functions, and master call flow management, you'll gain the skills necessary to optimize your organization’s telephony infrastructure and communication systems.

CE credits: 3

Speakers

Cisco

Susan Parrish is a Technical Enablement Specialist at Cisco with over 20 years of experience in technology and customer-facing roles. Specializing in Webex solutions, she bridges the gap between complex software and practical application through effective adult education strategies. A 5-star instructor at WebexOne since its inception in 2022 and a 2025 Visionary Award nominee, Susan is also an active member of Women of Cisco and Women in Collaboration. She holds a Master’s in Adult Education from East Carolina University and a BS in Management of Information Systems from Mount Olive University. Outside of her professional work, she enjoys tailgating at ECU football games, traveling, and spending time at the beach.

Cisco

Vanesa Melendez is a Training Specialist currently providing training for Webex Calling and Webex Contact Center at Cisco Webex Academy. With previous experience at Broadsoft and Ericsson. She is an Panamanian graduated in Electronics Engineering with more than a decade of experience in the telecommunications field.

Technical Training Lab

Employee Experience

Suite

Calling

Devices

Contact Center

Control Hub

Technical Training Lab

TRAINING PASS REQUIRED

Ignite Collaboration with Webex AI: AI Features to Transform Admin, Employee, and Customer Experiences

Technical Training Lab: Intermediate

Join this immersive lab to unlock AI's potential across Webex. Discover how AI transforms collaboration and customer interactions, boosting productivity and engagement. Gain practical experience setting up AI in Control Hub using the Cisco AI Assistant for management and analytics. Explore AI-powered calling, smart meeting insights, Vidcasts, and Slido engagement. Learn to implement the AI Receptionist and optimize Customer Assist with sentiment analysis. Master Webex AI, connect with experts, and get an overview of advanced AI Agent capabilities in Webex Contact Center.

CE credits: 4

Speakers

Cisco

With a career spanning over 25 years, Electronic Engineer and 18-year Cisco veteran Vladimiro Lerena combines deep technical expertise with a passion for innovation. An active CCIE in Collaboration and a recognized distinguished speaker at Cisco Live, Vladimiro currently leads initiatives to harness the power of AI to transform business processes for organizations throughout Latin America.

Technical Training Lab

Employee Experience

AI

Customer Experience

Suite

Calling

Contact Center

Control Hub

Technical Training Lab

TRAINING PASS REQUIRED

Advanced Webex Calling: Mastering Multi-Site Dial Plans and Cisco UCM Integration

Technical Training Lab: Expert

Migrating from on-premises Cisco UCM to cloud collaboration requires seamless integration of established dialing habits. This session tackles hybrid enterprise dial plan complexities. Learn to design multi-site configurations, manage extension overlaps, and use virtual lines and translation patterns for granular routing. Through real-world scenarios, you'll master call routing verification, outbound permissions, and advanced troubleshooting for legacy coexistence. Ideal for admins ready to architect complex, enterprise-grade calling solutions.

CE credits: 5

Speakers

Cisco

Carl Newton is a solutions engineer on the Cisco Collaboration Experience Program (CCEP) Team, specialising in configuring customer trials of cloud collaboration solutions. With over 20 years experience in the field, he has deployed countless setups of the wider range of Cisco Collaboration solutions globally. This broad experience enables him to engage with product deployment, development and education; ensuring customers get the best solution to meet their collaboration needs.

Cisco

Rajamani Nallakaruppan is a Collaboration Solutions Engineer/TSA on the Cisco Collaboration Experience Program (CCEP) team. Specializing in Webex Calling, Dedicated Instance, Contact Center, and Devices, he leverages over a decade of experience in Cisco Unified Communications to help customers succeed. Formerly a Technical Consulting Engineer in CX, Rajamani is a frequent speaker at Cisco Live and holds a Bachelor of Engineering from Anna University.

Cisco

I’m a Cisco Collaboration Engineer with the dCloud team, specializing in collaboration, cloud, security, and enterprise technologies across Cisco and integrated solutions. I’m passionate about AI/ML and exploring innovative ways to apply AI, automation, and emerging technologies to improve troubleshooting, customer experiences, and technical operations. I enjoy building technical demos and lab environments that showcase integrated cloud, security, observability, and on-premises capabilities.

Technical Training Lab

Employee Experience

Suite

Calling

Contact Center

Platform/Architecture

Integrations

Troubleshooting

Roundtable

AI Across Industries: What's Working, What's Stalled, and What's Next

How AI is showing up in real workflows, team experiences, and customer-facing moments, and what leaders are learning along the way

The most interesting AI conversations are happening in the messy middle: where early ideas meet real teams, real workflows, and real customer expectations. This roundtable brings leaders together to trade concrete use cases across industries — where an approach proven in financial services might transfer to government, or a solution built for healthcare could reshape retail. The value is practical cross-pollination: surfacing applications one industry has already solved that others haven't yet tried.

Speakers

First Horizon Bank

Jason O'Dell currently serves as VP, Voice Services for First Horizon Corporation. Under his leadership, the Voice Services Team supports the company’s telecommunications network across an expansive 12-state footprint. O’Dell is driven to discover innovative, cost-effective and risk-compliant solutions that improve the company’s ability to serve clients and communities.

O’Dell turned his love for computers into a career, beginning as a Support Specialist with MEDex Regional Laboratories. He has more than 20 years’ experience in the IT industry, including 20 years in the banking industry. He joined First Horizon in 2017 from Capital Bank, where he served as IT manager for six years. Prior to Capital Bank, he worked with GreenBank for eight years, building and leading their IT team.

Jason has won two Webex One Customer Awards while at First Horizon for “Customer Experience Extrodinaire” and the “Webex Luminary” Awards.

CarShield

American Eagle

Joseph McQueen leads enterprise collaboration strategy at American Eagle Outfitters, where he has driven full Webex Suite adoption across a complex retail environment of 1,000+ stores and 4,200 users. With more than 15 years of continuous Webex experience dating back to Cisco’s 2007 acquisition, he has overseen the transition from CUCM to Webex Calling, the standardization of 300+ custom conference rooms, and the integration of Meetings, Messaging, Webinars, and Contact Center into daily retail operations.

Joseph is the architect behind AEO’s extensive Webex automation platform. His team has built 50+ custom bots and API integrations that have transformed store provisioning from a one-hour manual process into a five-minute, fully consistent workflow. These solutions connect Webex with Meraki, ServiceChannel, Jira, and internal store systems to deliver automated device provisioning, intelligent ticket enrichment, real-time alerting, and AI-assisted support. The same platform is now expanding into Webex Contact Center AI agents designed to reduce seasonal staffing needs and preserve institutional knowledge.

His work emphasizes practical scale: 4,572 devices under management, “Real Vision Rooms” combining Cisco Codec EQ, Pro Ceiling Microphones, and wireless cameras, and the integration of Cisco EQ into AEO’s Town Hall for accessible large-scale Webex Webinars. The results include dramatically faster deployments, higher operational consistency, and a measurable shift of support effort from repetitive tasks to higher-value problem solving.

At Webex One, Joseph shares a retail practitioner’s view of what full-suite Webex adoption looks like when automation, device strategy, and AI are treated as core operational capabilities rather than side projects.

Roundtable

In-Person

AI

Quick Takes

Collaboration Without Compromise: On-Premises, Cloud, or Hybrid

Giving you complete choice and flexibility in your deployment.

Not every organization is the same—and your deployment shouldn't be either.

This session covers how Webex supports the full spectrum of deployment models: cloud, hybrid, and on-premises. We'll walk through the latest innovations—including Cisco AI PODs, Hybrid Calling, and more—that give teams the flexibility to deploy and manage collaboration on their own terms, while keeping users connected and productive regardless of environment. Whether you're all-in on cloud, hybrid, or committed to on-premises, Webex meets you there.

Speakers

Cisco

Ashish is a Sr. Director of Product Management for the Webex Media Platform, where he leads the Media AI strategy within Cisco’s Collaboration Technology Group. He is also responsible for On-premise and Hybrid meeting products and oversees the Webex Edge portfolio. Before joining the Webex team, Ashish was instrumental in bringing several industry-first Telepresence and IP Phone products to market. He holds a Master’s degree in Computer Science and an MBA from the University of Iowa, and is the inventor on 17 U.S. patents spanning multimedia communications, wireless technology, and video conferencing.

Quick Takes

In-Person

Suite

Breakout

The Fast Track to Smarter Meeting Rooms

Simplify AV deployment and eliminate room complexity.

Many meeting rooms are still built from disconnected components, custom programming, and multi-vendor workflows that slow deployment and drive costs higher.

In this session, you’ll learn how Cisco’s integrated approach helps IT and AV teams create smarter, repeatable workspaces with less complexity and lower TCO.

We’ll explore new devices and innovations including Room Kit Pro G2, IP cameras, and audio peripherals, and showcase how Cisco brings video, audio, networking, and management together into one orchestrated room experience. We’ll also explore how agentic capabilities can make rooms more adaptive, automated, and easier to operate over time.

Speakers

The D. E. Shaw Group

AMD

Justin Watts CTS, ITIL, MTA, EAVA, ECS is the Director IT, Global Infrastructure Services at AMD in Austin, Texas. He has spent more than 30 years in collaboration related endeavors ranging from staging and live production to IT centric collaboration technologies. Justin has wide ranging experience in the corporate audio-visual space with a specific focus in large scale technology companies having worked at Google, Facebook, Apple, and now AMD.

Justin is also an active AVIXA volunteer where his efforts include teaching yearly at the InfoComm show as a Senior Faculty Instructor. He is currently the Chair of the Content and Learning Commitee and has also served on Standards Committees, the Diversity Council, the Certification Steering Committee and the Tech Manager’s Council. Along with holding his CTS and ITIL certification, he has also been recognized as a 40 under 40 by SCN magazine and as AV Living Legend #75 by Commercial Integrator Magazine.

Cisco

Gyorgy is the Product Marketing Lead for Cisco room devices, room accessories, and Workspace Designer. He's an experienced B2B marketer with expertise in driving success with product marketing, solutions marketing, and content strategy, from strategy to execution, at Fortune 500 companies (Cisco, IBM, Verint) and high-growth startups (Verba Technologies).

In-Person

Breakout

Employee Experience

AI

Devices

Technical Training Class

TRAINING PASS REQUIRED

A Practical Guide to Deployment of the Webex App with Cisco UCM Calling

Technical Training Class: Intermediate

This session covers everything you need to deploy the Webex App with Cisco UCM calling — architecture, deployment models, and key configuration steps. We'll dig into service discovery, authentication, security, user provisioning, and calling resiliency so you leave with the knowledge to deliver a smooth, enterprise-grade collaboration experience.

CE credits: 2

Speakers

Cisco

Shane Long is a Technical Marketing Engineer (TME) within the Workplace Technology Group, focusing on all things Webex app. This includes deployment, best practices and integrations, with a particular focus on Webex App with Unified CM calling. Prior to working on Webex, Shane mainly focused on Cisco Jabber. Shane began working at Cisco as part of collaboration engineering in 2007, and became a TME in 2012. Shane is passionate about helping customers overcome any collaboration deployment blockers they may have

Technical Training Class

Employee Experience

Suite

Calling

Platform/Architecture

Control Hub

Technical Training Class

TRAINING PASS REQUIRED

Hybrid Architecture for Webex: Where On-Premises Control Meets Cloud Innovation

Technical Training Class: Intermediate

Hybrid architecture decisions are easier when teams understand what should stay on-premises, what belongs in the cloud, and how the pieces work together. This intermediate session introduces Webex hybrid architecture concepts, common benefits, and practical considerations for making the most of current capabilities while preparing for what comes next.

CE credits: 2

Speakers

Cisco

Trevor Peddle is a Product Management Technical Leader and Collaboration Architect at Cisco, with broad expertise across calling, contact center, meetings, messaging, devices and the wider collaboration portfolio. He has more than 30 years of technology experience spanning cloud, on-premises and hybrid architectures and is a CCIE Collaboration and Chartered Engineer. Trevor consults with customers, partners and technical teams, delivering education and enablement that helps them understand complex technology choices and turn them into practical business outcomes.

Technical Training Class

Employee Experience

Suite

Platform/Architecture

Technical Training Class

TRAINING PASS REQUIRED

From Insight to Action: AI-Powered Troubleshooting with MCP Integrations for Webex Control Hub and ThousandEyes

Technical Training Class: Intermediate

Managing user experience at scale means correlating signals across multiple platforms — fast, and with limited resources. This session shows how Model Context Protocol (MCP) integrations for Webex Control Hub and ThousandEyes create an AI-driven troubleshooting platform that turns raw telemetry into actionable insight.

CE credits: 2

Speakers

Cisco

Rafat is a Systems Architect at Cisco Systems with dual CCIE certifications in Voice and Collaboration technologies. He brings over 15 years of experience delivering and supporting Cisco collaboration solutions across diverse industries, including large financial institutions, healthcare, and hyperscale accounts. Rafat's expertise spans both on-premises and cloud collaboration products, with a strong focus on cross-architecture integrations involving Collaboration and Observability platforms. Previously, he contributed as a Collaboration Architect within Cisco's Advanced Services team and gained deep technical insights as a TAC engineer supporting Cisco's collaboration portfolio.

Technical Training Class

AI

Control Hub

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Agentic AI in Action: A Practical Guide to the Design, Implementation, and Operation of Contact Centers

Technical Training Class: Intermediate

Manual scripting and complex custom coding are no longer the only path. This session is a practical guide to using agentic AI tools to design, deploy, and operate Webex Contact Center. We'll walk through three real-world applications showing how agentic tools interact with system environments, write code, and translate human intent into complex technical configurations.

CE credits: 2

Technical Training Class

AI

Customer Experience

Contact Center

Platform/Architecture

Integrations

Quick Takes

The Art of Sound: Elevating Audio Experiences in the Modern Workplace

Learn how to optimize the audio experience in your workplace.

High-quality sound is essential for inclusive video meetings, yet meeting room audio often remains the most complex part of AV. Join this session to learn how modern room audio solutions simplify deployment with plug-and-play installation over IP and embedded edge AI, delivering clear, equitable sound throughout the room. You'll also discover how improved manageability helps IT deploy and manage audio across meeting spaces, from conference rooms to large auditoriums, as part of the broader workspace ecosystem.

Speakers

Cisco

Anna is a Senior Product Manager for Collaboration Devices at Cisco, based in Oslo, Norway. She specializes in AV over IP peripherals, driving innovation across both software and hardware to deliver exceptional audio experiences. Her goal is simple and ambitious: every voice should be heard. Whether you sit at the front of the room or the back, join from the office or remotely, or connect through any meeting platform, Anna is focused on ensuring people have an equal voice in every conversation. Through her expertise and dedication, she plays a key role in shaping the future of collaboration technology—fostering more connected, inclusive, and equitable communication experiences for teams worldwide.

Quick Takes

In-Person

Employee Experience

Devices

Breakout

AI Where You Work: The Power of Connected Intelligence Across the Webex Suite

Bring intelligence into every workstream.

The most powerful AI isn't a separate tool you have to go find—it’s one that lives right where the work is already happening.

In this session, discover how Webex Suite delivers AI that understands collaboration in context, surfacing the right information, insights, and assistance at the right time to help teams move from conversation to action without switching apps.

Join us to see how connected AI across Webex Suite is turning everyday interactions into smarter outcomes for your organization with intelligent support that understands the full picture of how teams collaborate while helping leaders stay ahead without adding complexity.

Speakers

Labcorp

John Grande serves as the Director of Voice Services at Labcorp, where he leads a high-performing global collaboration team responsible for the strategic vision and operational execution of the organization’s enterprise-wide communication infrastructure. In this capacity, John oversees the delivery of secure, scalable, and high-performance solutions that underpin Labcorp’s mission-critical global operations.

With a deep background in telecommunications and network architecture, John is a driving force behind Labcorp’s digital transformation initiatives. He specializes in the modernization of legacy voice platforms and the integration of advanced unified communication technologies, ensuring that the company’s infrastructure remains agile and aligned with evolving business objectives. His leadership is defined by a commitment to operational excellence and the pursuit of seamless connectivity that empowers a global workforce.

Under John’s guidance, his global team has successfully established Webex as the enterprise standard for collaboration. His strategic oversight has resulted in the deployment of over 400 Cisco endpoints and the support of 20,000 active Webex users. Currently, his team facilitates an average of 60,000 monthly meetings, with a strong focus on driving AI-led productivity. Notably, John has championed the adoption of AI-powered features, achieving an 85% utilization rate for Post-Meeting Summaries across the organization.

John resides in Florida with his wife, Charlene. Outside of his professional endeavors, he is an avid outdoorsman who enjoys spending time in local parks and on the coast with his dogs. He is also a dedicated craftsman who enjoys refining his carpentry skills.

Cisco

Molita is a Product Marketing Lead at Cisco focusing on the all-in-one, AI-powered Webex Collaboration Suite that is built for today’s modern work.

In-Person

Breakout

Employee Experience

AI

Suite

Quick Takes

Powering the Workplace with Agentic AI

How AI agents in Cisco devices become your team’s digital workforce.

Your people are ready with the AI tools they need to succeed. But is your workplace ready?

Join this session to see how AI agents built into Cisco devices help remove the friction and elevate the workplace experience. Explore the Translator, Notetaker, Director, and Workspace Advisor Agents to see how AI can silently work in the background to ensure the best possible experience, both in a meeting and beyond.

Speakers

Cisco

Quick Takes

In-Person

Employee Experience

Devices

Control Hub

Roundtable

Government & Public Sector: Modernizing Services with Secure, Resilient Platforms

Trusted, resilient workplaces that help agencies connect and deliver secure, scalable services to the communities and citizens they serve.

Join government, utilities, education, and public service leaders to discuss how trusted, secure, and resilient workplaces can support both employee collaboration and citizen service delivery at scale. Explore strategies for connecting teams across offices, improving operational continuity, expanding access to services, and strengthening community engagement.

This interactive peer-to-peer roundtable will focus on how secure collaboration, intelligent automation, and scalable digital platforms can help agencies deliver reliable, trusted experiences for employees and the communities they serve.

Speakers

Cisco

Chris Palermo is a Global Leader within Cisco's Devices Center of Excellence, helping organizations reimagine the workplace through collaboration technology, smart and sustainable buildings, AI, and employee experience.

With nearly 30 years of experience in the collaboration industry, Chris works closely with Cisco customers, partners, and product teams to shape strategies that help organizations create workplaces people actually want to use. His expertise spans enterprise collaboration, workplace transformation, hybrid work, smart buildings, and the future of work.

Chris has been recognized as one of the Top 50 Unified Communications Influencers and was named a LinkedIn Top Voice for his thought leadership in workplace design and sales presentations. Through his writing, speaking, and social media presence, he shares practical, real-world insights on technology adoption, workplace experience, and business transformation.

A frequent speaker at Cisco and industry events worldwide, Chris is known for blending technology trends, business outcomes, and engaging storytelling into highly rated presentations that resonate with both technical and business audiences.

Rutgers University

Avram Paris is the Enterprise Video Conferencing hardware and software manager at Rutgers, The State University of New Jersey, serving primarily as the lead strategist for video conferencing and web conference platforms. With over 25 years of experience in IT, starting with a C64, Avram specializes in modernizing digital workflows and scaling collaboration tech. Recently, Avram spearheaded a multi-million dollar refresh of over 100 rooms, with 300 more on the horizon. Avram holds an MBA from Rutgers and is a lifelong passionate technologist who enjoys hobbies ranging from building custom PC’s to hobby farming.

Roundtable

In-Person

Employee Experience

AI

Customer Experience

Suite

Calling

Devices

Contact Center

Platform/Architecture

Control Hub

Breakout

Phones Built for Your Frontline Workforce

Explore the latest Cisco phones built for customer-facing teams.

Frontline employees are often the closest point of contact with customers, patients, students, and the public, which makes reliable communication mission critical.

In this session, you’ll learn how the Cisco Desk Phone 9800 Series, including the new Wireless Phone 9821, helps organizations support desk-based, shared-space, and mobile frontline workflows.

We’ll explore how these devices deliver consistent call quality, strong device security, and reliable wireless connectivity across environments such as healthcare, retail, education, and public-facing spaces. You’ll also learn how IT teams can simplify deployment, support scalable communications, and give frontline teams the tools they need to stay connected when every interaction matters.

Speakers

Cisco

Ashley Prettyman is a Product Manager Lead in Cisco Collaboration Devices, specializing in driving innovative products through their full lifecycle—from initial concept, development, market launch, and ongoing feature enhancement. With over 13 years of experience in new product development, Ashley brings a broad expertise spanning product portfolio management, hardware and software development, vendor relations, product marketing, supply chain operations, and partner and customer engagements.

Before joining Cisco, Ashley worked at a global oil and gas company in supply chain and portfolio management providing valuable experiences across industries. She holds a bachelor’s degree in Industrial Distribution from Texas A&M University. Outside of work, she enjoys exploring diverse cultures and cuisines through traveling and maintains an active lifestyle playing soccer and pickleball.

Cisco

Marisa Rutti is a Product Marketing Manager at Cisco. With a passion for new technology, she enjoys discussing the value of collaboration devices and how they can create more productive experiences within the workplace. Over her 10 years at Cisco, she has contributed to industry and IoT solutions. Prior to joining Cisco, Marisa held positions within the high-tech partner community and start-ups, building expertise in storytelling, product, and digital marketing.

In-Person

Breakout

AI

Devices

Control Hub

Technical Training Class

TRAINING PASS REQUIRED

Under the Hood: How Cisco Deployed Webex Contact Center and AI Agents for Intelligent Automation

Technical Training Class: Intermediate

Cisco TAC set out to bring the same intelligent automation powering web and chat to the voice channel. Using Webex Contact Center's built-in AI Agents, we replaced traditional IVR menus with natural language intent detection and built autonomous case creation flows complete with real-time entitlement checks and optional SMS-based input. This session covers our journey from migration through iterative proof-of-concept (POC) refinement and the design decisions that worked—and those that didn't. For the leadership perspective on shifting from infrastructure pathway to intelligent solution, see our companion session: From Infrastructure to Intelligence: How Cisco Reimagined Voice Support with AI Agents.

CE credits: 2

Speakers

Cisco

Kate Baldwin is the Director for Global Delivery inside of Cisco’s Customer Experience (CX) organization, responsible for critical support teams such as the TAC Frontline, Global Licensing Organization, Portfolio Activation and the TAC Global Escalations team. She has previously led the CX Centers Strategic Programs Office, as well TAC Delivery and Technical Leader teams in the Webex, Collaboration, and Service Provider Networking technology groups.

Kate's current focus is transforming a manual frontline support model into an AI-driven resolution ecosystem that enhances the customer experience and eliminates unnecessary cases. Ask her about how Cisco has evolved to enhance self-service and the lessons learned in using AI across voice, chat, and email channels.

Cisco

Kenneth is a senior Technical Leader with over 25 years at Cisco, where he began his career supporting Cisco Unified Communications Manager and Cisco IP Phones. He is currently a part of the Customer Experience Engineering organization, focusing on Cisco's Collaboration solutions. His key focus for the past few years has been bringing automation and intelligence to our customer support experiences with AI, including using Cisco's own technologies such as Webex Contact Center.

He holds a Bachelor of Computer Engineering from Clemson University as well as his Cisco Certified Internetworking Expert (CCIE) Voice.

Technical Training Class

AI

Customer Experience

Contact Center

CPaaS

Platform/Architecture

Technical Training Class

TRAINING PASS REQUIRED

Troubleshooting Webex Calling Endpoint Cloud Redundancy

Technical Training Class: Intermediate

This session explores Webex Calling endpoint registration and high availability across the Webex App, IP phones, and room devices. Attendees will gain a deep understanding of registration flows and the cloud redundancy mechanisms that ensure seamless connectivity during disruptions. We'll cover practical troubleshooting techniques and best practices for diagnosing registration and redundancy challenges. Ideal for IT administrators and engineers, this session provides actionable insights to maximize reliability and optimize the user experience in your Webex environment.

CE credits: 2

Speakers

Cisco

As the current Technical Leader for Cisco's TAC in Webex Calling Technology, Luis has been at the vanguard of enhancing global support capabilities and refining the Webex Calling experience for customers and engineers alike. With a career spanning over 16 years within Cisco TAC, Luis brings a wealth of experience and a deep understanding of Cisco Collaboration products to the forefront of technological innovation.

At the heart of Luis's work is a passion for mentorship. By dedicating a significant portion of time to guide and nurture the skills of TAC engineers, Luis ensures that the next generation of technical support is prepared to meet the complex demands of modern collaboration solutions. This commitment to excellence extends beyond team development, as Luis actively contributes to the improvement of product serviceability.

Renowned for expertise in complex hybrid Collaboration implementations, Luis plays a pivotal role in assisting customers as they transition to cloud-based solutions. This expertise is underpinned by a ten-year mastery of the CCIE Collaboration Certification #40952, a testament to Luis's dedication and skill in the field.

Driven by an unwavering commitment to instigate positive change, Luis is instrumental in elevating the Webex Calling Offer. Through a focus on customer support and service enhancement, Luis not only addresses current needs but also paves the way for a more innovative and reliable future in cloud collaboration. #Teacher #Pioneer

Technical Training Class

Employee Experience

Suite

Calling

Devices

Platform/Architecture

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

Collaboration AI PODs: Bringing AI to On-Premises Environments

Technical Training Class: Foundation

This introductory session explores Cisco Meeting Server, the on-premises solution that brings video, audio, and web communications together, as well as Collaboration AI PODs, which deliver cloud-grade AI features for on-premises deployments. You'll learn about the latest features, as well as the hardware, integration points, and use cases for Collaboration AI PODs.

CE credits: 1

Speakers

Cisco

Richard Murphy is a Technical Marketing Engineer and a Technical Leader within the Cisco Collaboration Technology Group business unit. He is a member of the Webex Technical Marketing Engineering (TME) team, concentrating on the Webex Edge, On-Premises AI and Meetings services. This encompasses Edge Connect, Collaboration AI POD, Video Mesh, Edge Audio, Cisco Meeting Server, and Webex Meetings.

Technical Training Class

Employee Experience

AI

Suite

Platform/Architecture

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Cisco 9800 Phone Series: A Technical Exploration

Technical Training Class: Intermediate

This session goes deep on the Cisco 9800 Series — starting with what's new in PhoneOS, then spotlighting the 9821 wireless phone's hardware attributes and integration potential. We'll also cover the Action Button and how it handles emergency alerts, external integrations, and complex multi-event workflows.

CE credits: 2

Speakers

Cisco

Product Manager, Cisco. David has been with Cisco over 15 years and holds a CCIE. David is an Engineering Product Manager with a focus on Collaboration endpoints.

Technical Training Class

Employee Experience

Suite

Calling

Devices

Integrations

Breakout

Bring AgenticOps to Life with Control Hub and Cisco Devices

Automate management, troubleshoot faster, and simplify operations with AI.

IT teams are stretched thin by complex troubleshooting, growing ticket queues, and the daily work of managing devices, workspaces, users, and collaboration services.

In this session, you’ll learn how new AI capabilities in Control Hub help teams automate common tasks, catch issues earlier, and move from symptoms to resolution faster. You'll also learn how you can continually optimize your workspaces to increase user adoption.

We’ll cover how Cisco Cloud Control brings Control Hub into a unified AgenticOps platform, giving admins easier access to a simplified experience. You’ll also learn about new innovations like AI Canvas for natural language troubleshooting, and Control Hub AI integration with agent platforms including Microsoft Copilot and Amazon Quick.

You’ll walk away from this session with clear examples of use cases your teams can try now.

Speakers

Cisco

Nirav is a Director of Product Management at Cisco, and manages a team responsible for Control Hub - the management platform for the Webex Collaboration suite of products. This encompasses the areas of partner and customer onboarding, user management, administration, licensing, and service provisioning across all the Webex GTM channels. Nirav joined Cisco as a product manager helping build and then successfully launching Cisco’s cloud-based instant messaging product, Webex Messenger/Jabber. He led the initial onboarding of several marquee early adopter customers onto the new product and grew it to 4.5 million users. Subsequently, Nirav led the building of a cloud-based service for automating the provisioning of Cisco’s entire collaboration portfolio of products. This resulted in reducing operational costs, while significantly improving customer satisfaction by cutting down of provisioning times by over 90% and a significant reduction in support cases. Nirav has over 20 years of experience in building enterprise software and has previously held product management positions at Oracle, and BEA Systems. He holds a bachelor’s degree in computer engineering from the University of Pune, and a MBA for San Jose State University.

Cisco

Marte is a Product Marketing Manager for Cisco Devices. She thrives on telling stories on how technology can change the world for the better.

In-Person

Breakout

Employee Experience

AI

Suite

Devices

Control Hub

Technical Training Lab

TRAINING PASS REQUIRED

Architecting Webex Calling for Your Industry: A Vertical-Specific, Persona-Based Hands-On Lab

Technical Training Lab: Foundation

Get ready to build! In this hands-on lab, you'll design real Webex Calling Multi-Tenant solutions for your industry: Healthcare, Retail, Finance, Education, or Government (non-FedRAMP). Pick your vertical and dive in: add users, configure Public Switched Telephone Network (PSTN), provision devices, and set up Auto Attendants, Call Queues, Hunt Groups, AI Receptionist, Role-Based Access Control (RBAC), and the latest AI Calling features. No theory, just real workflows, real use cases, and real skills you can use immediately. Let's get to work!

CE credits: 3

Speakers

Cisco

Bryan Waldmann is a Collaboration Solutions Engineer / SE Leader on the Cisco Collaboration Experience Program (CCEP). In this role, Bryan guides the Collaboration Pre-Sales trial team, working closely with customers across a range of industries. He brings deep expertise in Webex Calling, UCM/DI, US FedRAMP, and Webex Devices. Bryan has presented/spoken at multiple WebexOne and Cisco Live sessions in the past. Prior to joining CCEP, Bryan worked in the Partner space, deploying CUCM and video solutions nationwide, with a particular focus on healthcare. He successfully led conversions of hundreds of hospitals and physician sites to CUCM. Bryan lives in the Cincinnati Metro area with his wife and five children.

Cisco

Rajamani Nallakaruppan is a Collaboration Solutions Engineer/TSA on the Cisco Collaboration Experience Program (CCEP) team. Specializing in Webex Calling, Dedicated Instance, Contact Center, and Devices, he leverages over a decade of experience in Cisco Unified Communications to help customers succeed. Formerly a Technical Consulting Engineer in CX, Rajamani is a frequent speaker at Cisco Live and holds a Bachelor of Engineering from Anna University.

Technical Training Lab

Employee Experience

AI

Suite

Calling

Devices

Contact Center

Platform/Architecture

Technical Training Lab

TRAINING PASS REQUIRED

AI by Design for Collaboration

Technical Training Lab: Intermediate

In this hands-on lab, you'll explore the full spectrum of Webex AI for collaboration. We'll walk through how AI by design is embedded throughout the Webex experience, from Meetings and Messaging to Calling and Devices. You'll configure and test Cisco AI Assistant capabilities, including summaries, translations, message rewrites, and action extraction, and experience how features such as AI Notes, intelligent camera and audio enhancements, and smart meeting controls integrate into real-world workflows.

CE credits: 4

Speakers

Cisco

Shane Long is a Technical Marketing Engineer (TME) within the Workplace Technology Group, focusing on all things Webex app. This includes deployment, best practices and integrations, with a particular focus on Webex App with Unified CM calling. Prior to working on Webex, Shane mainly focused on Cisco Jabber. Shane began working at Cisco as part of collaboration engineering in 2007, and became a TME in 2012. Shane is passionate about helping customers overcome any collaboration deployment blockers they may have

Cisco

I’m a Cisco Collaboration Engineer with the dCloud team, specializing in collaboration, cloud, security, and enterprise technologies across Cisco and integrated solutions. I’m passionate about AI/ML and exploring innovative ways to apply AI, automation, and emerging technologies to improve troubleshooting, customer experiences, and technical operations. I enjoy building technical demos and lab environments that showcase integrated cloud, security, observability, and on-premises capabilities.

Technical Training Lab

Employee Experience

AI

Suite

Calling

Devices

Technical Training Lab

TRAINING PASS REQUIRED

Securing Webex with Identity Management, Zero Trust Encryption, and Data Compliance

Technical Training Lab: Intermediate

Learn how to configure and manage Webex identity and security capabilities, such as:

Identity, Authentication, and Authorization: Provision Webex users from Cisco Duo using SCIM 2.0, explore settings and licensing templates, and configure SSO using both SAML and OIDC

End-to-End (E2E) Encryption: Examine Webex zero trust end-to-end encrypted meetings and calling, along with media watermarking and deepfake detection

Compliance: Investigate compliance for Webex Meetings, Messaging, and Calling, including data retention, eDiscovery with Webex Compliance Hub, and DLP/AMP with Secure Access

CE credits: 4

Speakers

Cisco

Niket has 15 years of experience in Cisco Unified Communications, UCaaS, and Data Center. Prior to his current role , he worked with Cisco cloud managed services as a technical architect for white glove cloud uc offerings for banks & service providers , as a technical lead for TAC for the UC team. Niket holds a CCIE in Collaboration, Master in Microlectronics , Bachelors in Electronics, Bachelors in Telecommunications engineering . He is currently a Solutions Engineer focused on collaboration for global enterprise with focus on cloud calling, contact center architectures, AI and hybrid work.

Cisco

Scott Kiewert is a Technical Marketing Engineer in the Collaboration Technology Group (CTG) at Cisco. He helps to provide best practice guidelines for Cisco Unified Communications Manager and Webex. His main areas of focus are on-premises collaboration and Webex identity, security, privacy, and APIs. He has authored questions for multiple Cisco certification exams and holds an active CCIE Collaboration certification.

Cisco

Matt Jordy is a Principal Technical Marketing Engineer in the Collaboration Technology Group at Cisco. He provides collaboration solutions design and deployment guidance to the Cisco sales force and Cisco's customers and partners around the world. His primary technology focus is on-premises and cloud collaboration security.

Technical Training Lab

Employee Experience

Suite

Calling

Platform/Architecture

Control Hub

Troubleshooting

Technical Training Lab

TRAINING PASS REQUIRED

Transform Customer Engagement: Mastering Webex AI Receptionist with Customer Assist

Technical Training Lab: Intermediate

Modernize your customer experience by building a seamless, AI-driven communication flow. In this hands-on lab, you will deploy the Webex AI Receptionist to automate call routing and build intelligent knowledge bases, then integrate it with Webex Calling Customer Assist to empower your human agents. Gain practical experience configuring advanced workflows—including skill-based routing and Text-to-Speech—to deliver a sophisticated, high-touch support environment.

CE credits: 3

Speakers

Cisco

Eddy Chandra has over 20 years of experience with Cisco UC product/solutions. He is CCIE, Meraki and VMware certified professional. Currently in Cisco’s CX Collaboration Product Management role, he provides architectural guidance, best practices, and strategic recommendations to help customers maximize the value of Cisco’s Collaboration solutions. He focuses on Webex Calling migrations, working closely with BE product and engineering teams to streamline migration processes for enterprise customers and partners transitioning from on-premises to cloud-based solutions.

Cisco

Kal (Kalpesh) Patil has over 20 years of experience with Cisco UC product/solutions. He is CCIE-Collaboration and AITECH certified professional. In his customer facing and consulting role he is involved in developing strategy, architecture, design and deployment of large-scale Unified Collaboration solutions for on-prem and cloud transitions. He has architected and deployed Cisco UC solution in large Retail, Healthcare and IT verticals.

Technical Training Lab

Employee Experience

AI

Customer Experience

Suite

Calling

Contact Center

CPaaS

Platform/Architecture

Integrations

Technical Training Lab

TRAINING PASS REQUIRED

Deploying Advanced AI Workflows: Proactive Campaigns, Autonomous Agents, and Intelligent Handoffs

Technical Training Lab: Expert

Master the technical architecture of the AI-augmented contact center. This session covers orchestrating complex workflows using Webex. You'll learn to configure proactive outbound campaigns, build autonomous AI Agents with secure backend API integrations, and implement intelligent handoffs between AI and human experts. We'll explore using the Model Context Protocol (MCP) to bridge AI Agents with enterprise data and tools. Discover how to leverage real-time assistance and multi-agent orchestration to create secure, automated customer journeys at scale.

CE credits: 5

Speakers

Cisco

Juan Corral is a senior Partner Enablement and Go-To-Market (GTM) specialist within Cisco’s Global Collaboration Partner Sales organization, bringing more than 30 years of accumulated experience in the collaboration and communications space. Based in Madrid, Spain, Juan focuses on Customer Experience (CX) and Contact Center Channel and is responsible for driving worlwide partner readiness, designing comprehensive enablement programs, and executing enablement plans that empower Cisco CX partners to successfully adopt and deliver advanced Webex Contact Center solutions.

With extensive international experience executing high-impact worldwide partner events, Juan focuses on simplifying complex systems, streamline operational readiness, and accelerating time-to-market for Cisco's channel ecosystem. Juan's recent work centers on expanding partner capabilities in emerging contact center technologies and artificial intelligence integrations. He leads hands-on technical bootcamps and localized training delivery across AMER, EMEAR and APJC regions to ensure partner engineers are fully equipped to deploy and optimize Cisco Collaboration suites.

Cisco

Sebastian Hernandez is a Partner Solutions Engineer at Cisco, leading Webex Customer Experience technical readiness across EMEA. A CCIE Collaboration holder with over 25 years in the technology industry, he has held roles in sales engineering, product management, solution consulting, and industry analysis at companies like Zoom, Gartner, Vodafone, and other integrators and service providers. His work focuses on driving success in selling, implementing, and deploying AI-powered Webex Customer Experience solutions.

Technical Training Lab

AI

Customer Experience

CPaaS

Platform/Architecture

Integrations

Technical Training Lab

TRAINING PASS REQUIRED

Webex Calling Administration Professional exam [Partner Only]

The Webex Calling Administration Professional exam for Cisco Partners validates that you can deploy, configure, and maintain Webex Calling environments in production. It is designed for IT professionals, system administrators, and partner engineers responsible for day-to-day operations.

The exam tests hands-on competency across the core administrative domains: user and device management, call flow and dial plan configuration, feature provisioning, and troubleshooting. Passing confirms you can stand up a working deployment, optimize it for performance, and resolve issues without escalation. For Partners, the credential is a concrete signal of delivery capability. It demonstrates that your team can implement Webex Calling correctly the first time, reduce support overhead, and support customer growth on cloud telephony. Credentialed administrators bring verified expertise in Webex Calling architecture, configuration, and best practices.

Speakers

Cisco

Susan Parrish is a Technical Enablement Specialist at Cisco with over 20 years of experience in technology and customer-facing roles. Specializing in Webex solutions, she bridges the gap between complex software and practical application through effective adult education strategies. A 5-star instructor at WebexOne since its inception in 2022 and a 2025 Visionary Award nominee, Susan is also an active member of Women of Cisco and Women in Collaboration. She holds a Master’s in Adult Education from East Carolina University and a BS in Management of Information Systems from Mount Olive University. Outside of her professional work, she enjoys tailgating at ECU football games, traveling, and spending time at the beach.

Cisco

Vanesa Melendez is a Training Specialist currently providing training for Webex Calling and Webex Contact Center at Cisco Webex Academy. With previous experience at Broadsoft and Ericsson. She is an Panamanian graduated in Electronics Engineering with more than a decade of experience in the telecommunications field.

Technical Training Lab

Employee Experience

Suite

Calling

Platform/Architecture

Control Hub

Keynote

Morning Keynote

Introducing the latest AI innovations that drive real-world results.

Hear from customers and technology leaders to learn how AI is powering new ways to modernize operations, reimagine customer experience, and scale work across their businesses.

You’ll leave with ideas to accelerate AI adoption and drive impact in your own organization.

Speakers

Cisco

Aruna drives significant revenue growth and brand value through a powerful blend of technological expertise, data science acumen, strategic storytelling, and marketing innovation.

An early adopter of marketing automation and AI, Aruna stays at the forefront of technological advancements, consistently leveraging them to disrupt competitive markets. Her leadership in SaaS marketing and enterprise technology and her vision for AI's role in shaping customer and employee experiences have made her a sought-after thought leader in the industry.

Beyond her professional achievements, Aruna is a passionate advocate for women in technology and making the STEM fields more inclusive and accessible.

Aruna has an MBA and MS in Computer Engineering from Santa Clara University and a BS in Computer Science from Bangalore Institute of Technology. She is an alumna of the CMO Leadership program at Kellogg Business School. She serves on Cal Polytechnic San Luis Obispo, Fast Company, Forbes Technology Council, and Vox Media boards.

Cisco

Espen Løberg leads Product Management for Webex video devices. Espen joined Cisco with the acquisition of Tandberg in 2010, and since then he's managed Cisco's Video Conferencing and Telepresence business through several market transitions. When Espen isn’t passionately discussing the future of work, he enjoys spending time in the outdoors with family and friends. He holds a Master of Science from the Norwegian University of Science and Technology and lives and works in Oslo.

Cisco

Amit Barave is Vice President and General Manager for Cisco's Webex Suite and AI, where he leads a multi-billion-dollar SaaS business delivering collaboration solutions to enterprises worldwide. His portfolio includes Webex messaging, meetings, calling, events, and customer experience platforms, all enhanced by AI capabilities.

Amit has shaped Webex's AI strategy and led the transformation of the Webex Suite to meet the demands of hybrid work. Under his leadership, the product team has advanced AI-powered collaboration while driving customer value and market leadership.

Throughout his career at Cisco, Amit has held leadership roles across product, engineering, and business functions. He launched industry-first products in TelePresence Cloud Services and IP-Radio communications, scaling them to market-leading positions. His track record includes sustained growth across large-scale product lines and successful business transformations.

Amit holds an MBA from the Haas School of Business at UC Berkeley and has been awarded 17 US patents in communications technologies. His technical expertise spans general management, product strategy, artificial intelligence, SaaS platforms, enterprise software, and go-to-market execution.

Cisco

Snorre Kjesbu is Senior Vice President & General Manager of Collaboration Devices at Cisco. He is a global citizen leading a worldwide organization responsible for the collaboration devices business ranging from IP phones to immersive video systems. Snorre’s passion for design with over 20 years of engineering experience are at the core of his belief in always providing authentic user experiences. Prior to his return to Cisco, Snorre was Executive VP of Design, Creation and Fulfillment at BANG & OLUFSEN in Copenhagen. His résumé also includes SVP at Tandberg and being responsible for R&D on wireless communication at ABB.

He and his team at ABB were awarded the Wall Street Journal Innovation award for their work on wireless sensors in 2002. Snorre holds a Master of Science from the University of Bristol and has been a guest lecturer at the Stanford Network Research Center in Stanford University. He has obtained more than 20 patents in the areas of communications and video conferencing and is on the board of directors for several IT companies. When not working, Snorre can likely be seen on a pair of skis – whether on snow or water.

Cisco

Vinod Muthukrishnan is Vice President & Chief Operating Officer of Cisco’s Webex Customer Experience Business Unit, where he leads Go-To-Market, Customer, and Business Operations. A serial entrepreneur and product visionary, Vinod is passionate about solving real customer pain points and building high-performing teams and communities.

He joined Cisco through the acquisition of CloudCherry, a startup he co-founded and led as CEO, which laid the foundation for Webex Experience Management. Vinod has also held leadership roles at Uniphore and Webex Contact Center, driving innovation in AI and CPaaS. A former Merchant Marine officer and early pioneer in mobile trading, he now mentors founders, serves on the SaaSboomi Governing Council, and co-chairs the USISPF Startup Connect Program. Vinod lives in the Bay Area with his family and a vocal Husky, and spends weekends strategizing cricket plays with his amateur league team.

Cisco

Christian Bigsby is Senior Vice President of Workplace Resources at Cisco where he leads the company’s global real estate and facilities organization. In this role, he is responsible for shaping environments that support business performance, employee experience, and long-term growth across the company’s more than 15 million square foot real estate portfolio.

Since joining Cisco in 2018, Christian and his team have been leading Cisco’s workplace transformation to support a more hybrid working environment. There, he guides portfolio strategy and large-scale capital projects while ensuring the reliability and performance of building infrastructure. The initiatives his team drives also support energy management and sustainability efforts to improve operational efficiency and reduce environmental impact across the portfolio.

With more than 30 years of experience in the real estate industry, Christian has worked in various roles across the space, including interior designer, facility manager, and real estate director. He started his career at pharmaceutical and biotechnology company GSK where he remained for over two decades. His work focused on aligning real estate investments with evolving business needs while optimizing cost, efficiency, and employee engagement. It was there that he developed a strong operational foundation but also a deep appreciation for the people, trades, and disciplines that bring workplaces to life each day. As he progressed through the different degrees of leadership in GSK’s real estate organization, to director and then vice president, he cultivated a leadership philosophy rooted in empathy, collaboration, and partnership across functions.

Christian is very involved in the local community in which he resides and serves on the board of the Marbles Children’s Museum in Raleigh, North Carolina. He holds a Bachelor of Science degree in Design from Cornell University in Ithaca, New York.

United Airlines

A strategic, top performing executive with 15+ years of proven leadership success across multiple IT functions. Innovative and solutions-focused visionary with a consistent record delivering mission-critical enterprise solutions, to maximize return on investment and strategic business outcomes.

Western Digital

Keynote

In-Person

Virtual

Employee Experience

AI

Customer Experience

Technical Training Class

TRAINING PASS REQUIRED

Getting the Best Out of Webex Calling When Migrating from Cisco UCM

Technical Training Class: Intermediate

Webex Calling offers a comprehensive, enterprise-grade feature set to address a wide array of business requirements. When moving to Webex Calling from Cisco UCM, focusing too much on replicating Cisco UCM features one-for-one will lead to a suboptimal solution. This session helps you understand the challenges and offers guidance on reaching an optimal Webex Calling deployment, while reducing implementation effort by using existing tools that gather Cisco UCM configuration data to drive the Webex Calling setup.

CE credits: 2

Speakers

Cisco

Johannes Krohn joined Cisco System in Germany in 2000. In his over 30 years of experience in the networking and telecommunication industry he worked in several IT companies gaining knowledge in engineering, system design and technologies from ATM to multiprotocol networking. In the last 20+ years he mainly focussed on IP telephony, Unified Collaboration and on-premise and cloud based collaboration solutions. As Technical Marketing Engineer working on Collaboration System Architectures he provides design guidance in key projects and is responsible to transferring new product information of Cisco Collaboration Solutions to audiences internally and externally. Technology focus areas include call routing architectures, collaboration architecture simplification and cloud collaboration. As part of the continuous development cycle he is providing input to the system level planing of future solutions. He holds a CCIE Voice.

Technical Training Class

Employee Experience

Technical Training Class

TRAINING PASS REQUIRED

Your Data, Your Model, Your Flow: Enhance Customer Experience with Agentic Apps

Technical Training Class: Foundation

Generic AI is not enough when your workflows demand domain-level accuracy. This session explores the transformative potential of integrating custom models into your automation strategy using "Bring Your Own LLM" capabilities within AI Studio for AI agents and real-time assistants.

Attendees will learn to leverage developer tools to orchestrate complex agentic workflows, ensuring call flows, AI Agents, and AI Assistants are deeply aligned with their organization's unique data and operational requirements.

CE credits: 1

Speakers

Cisco

Soundarya Muthuvel is a tinkerer at heart and a Technical Product Manager at Cisco, where she leads CRM Desktop Integrations for Webex Contact Center along with healthcare-focused product initiatives. Her work sits at the intersection of contact center workflows, enterprise AI, and real-world customer care.

Technical Training Class

AI

Customer Experience

Suite

Contact Center

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Troubleshooting Webex Video Integration for Microsoft Teams

Technical Training Class: Intermediate

VIMT works great — until it doesn't. When devices end up stuck in the Teams lobby as "unverified," the root cause is rarely the device itself. This session unpacks how VIMT actually works under the hood, the trusted-device model that controls lobby bypass, and the failure patterns that show up most often in real customer cases. You'll leave with a clearer architecture picture and a practical first-check playbook.

CE credits: 2

Speakers

Cisco

Chad Patterson is a Technical Leader in Cisco’s Customer Experience Collaboration Engine. During his 14 years at Cisco, he has developed deep expertise in Collaboration technologies, including Telepresence and Webex. His recent work focuses on developing, scaling, and improving AI and automation tools across Cisco’s Technical Assistance Center. Chad has presented at Cisco Live and is the co-author of a book on SaaS fundamentals. He holds bachelor’s degrees in electrical engineering and computer engineering from North Carolina State University.

Technical Training Class

Devices

Platform/Architecture

Integrations

Troubleshooting

Technical Training Class

TRAINING PASS REQUIRED

RoomOS 26: Smarter Devices. Smarter Workspaces.

Technical Training Class: Intermediate

Cisco collaboration devices are becoming more intelligent, more capable, and more valuable with every release.

Join us for an in-depth look at the latest innovations in RoomOS 26 and discover how they transform Cisco devices into intelligent workplace platforms—not just powerful video endpoints. We'll showcase the newest capabilities released over the past four months, demonstrate how they improve everyday collaboration experiences, and preview what's coming next.

CE credits: 2

Speakers

Cisco

Charlie Thorpe brings a wealth of experience and innovation to his role as a Technical Marketing Engineer within Cisco's Collaboration Technology Group, serving as a key member of the Collaboration Technical Marketing Engineering (TME) team. Charlie specializes in technologies such as Microsoft Teams Rooms, RoomOS, Desk Series, Sharing, and Webex Edge for Devices, driving impactful solutions across Cisco's collaboration portfolio. Before stepping into his current role, Charlie excelled as a Technical Solutions Architect on the EMEA Webex SE team, where he led initiatives around Webex SaaS offerings-including Webex Messaging, Meetings, Calling, and Hybrid Services. Since joining Cisco in 2010, he has consistently championed the adoption and evolution of collaboration technologies. Charlie's career journey also includes four years at Nortel as a Systems Engineer in the Enterprise Sales organization, where he focused on IP telephony, contact centers, and data networking. Prior to Nortel, he spent 15 years at BT, developing a strong foundation in the communications industry and establishing himself as a trusted expert in the field.

Technical Training Class

Employee Experience

Suite

Devices

Technical Training Class

TRAINING PASS REQUIRED

Webex as an Agentic Platform: MCP, A2A, and the Future of Intelligent Automation

Technical Training Class: Foundation

AI agents are only as useful as the tools and workflows they can reach.

In this session, we'll explore Webex as an agentic platform. You'll learn how external tools connect into Webex via inbound Model Context Protocol (MCP), how Webex exposes its own capabilities to AI agents via outbound MCP, and what's on the horizon with Agent-to-Agent (A2A) workflows. You'll see live demos of MCP in action and walk away knowing how to build it for your organization. Whether you're a Webex power user, administrator, or developer, this session provides the foundation to plan for the agentic future.

CE credits: 1

Speakers

Cisco

Adam Weeks is a lifelong developer with a passion for learning, teaching, and building applications, with over 20 years of industry experience. As a Technical Leader on the Webex Developer Relations team at Cisco, Adam focuses on building AI-powered solutions and developer tools that extend the Webex platform, turning ideas into working software that helps developers and customers get more out of the ecosystem. A Cisco Distinguished Speaker, he has presented worldwide to audiences of all sizes, from intimate workshops to the large conferences. Adam is a native Floridian, and when he's not at the keyboard, you'll find him on the water somewhere in Central Florida.

Technical Training Class

AI

Customer Experience

Platform/Architecture

Integrations

Technical Training Lab

TRAINING PASS REQUIRED

Understanding AI in Webex Contact Center: Best Practices, Pitfalls, and Pro Tips

Technical Training Lab: Foundation

In this session, you’ll learn about the latest AI features in Webex Contact Center to make your business more efficient. You’ll discover how to set up AI agents and assistants, connect them technically, and enhance LLM engines for optimal results. Beyond the basics, you’ll explore how to build business use cases using omnichannel capabilities while leveraging advanced AI features like the Model Context Protocol (MCP) and the Agent-to-Agent (A2A) framework, which speeds up complex tasks by sharing data seamlessly. Finally, you’ll use AI Quality Management (QM) to analyze customer sentiment and trends, and learn how to use coaching suggestions to improve agent performance.

CE credits: 2

Speakers

Cisco

D.K., is a member of the Cisco Customer Experience (CX) Leadership team for Cisco Collaboration technologies. With over 30 years of industry experience and more than 25 years in Cisco TAC, he is a recognized technical leader, Business Unit advisor, and collaboration expert. Throughout his career, D.K. has led strategic initiatives in product serviceability, solution interoperability, automation, and customer enablement for hybrid and cloud collaboration solutions. He has played a key role in establishing multiple TAC teams across Cisco's global Customer Experience (CX) and Global Delivery Partner (GDP) centers while actively mentoring and developing technical talent.

A CCIE Voice/Collaboration for over 20 years and a Cisco Live! & WebexOne Distinguished Speaker, D.K. is widely recognized for his expertise in SIP, Session Border Controllers (SBC), and Contact Center technologies. He regularly advises Cisco's largest telecommunications customers, helping them solve complex technical and business challenges.
Prior to Cisco, D.K. worked in software development and real-time embedded systems for telecommunications applications. He holds a degree in Computer Science and Technology. Outside of work, he enjoys reading, gardening, and traveling.

Technical Training Lab

AI

Customer Experience

Suite

Contact Center

Platform/Architecture

Integrations

Troubleshooting

Breakout

One Workforce, One Solution: Aligning Humans and AI for Exceptional CX

Meet the first AI-native WEM solution built for the agentic workforce.

Customer experience has always depended on workforce performance, but today's workforce looks fundamentally different than it did just a few years ago. As AI agents and AI assistants increasingly handle customer interactions, automate workflows, and support employees in real time, organizations must rethink how they engage, manage, and optimize the people and technologies responsible for delivering customer outcomes.

In this session, discover how Webex AI Workforce Engagement Management (WEM) is evolving to support a new workforce of human employees and AI agents. Learn how you can apply workforce planning, performance management, quality assurance, and coaching across both human and AI to improve efficiency, elevate customer experiences, and drive business results.

The future of CX isn’t powered by humans or AI alone–it’s driven by how effectively organizations manage them together.

Speakers

Cisco

Manali Dongre is a product leader at Cisco, where she heads the team driving Agent, Supervisor, and Analyzer Experiences for Webex Contact Center within Cisco’s Collaboration Group. A passionate advocate for inclusive design, she also leads Accessibility and Inclusivity initiatives across the Collaboration portfolio, ensuring Cisco’s products are usable by all. Since joining Cisco in 2020, Manali has been at the forefront of delivering innovative, user-centered experiences that enhance productivity and collaboration. She lives in Mumbai, India with her husband and their cat, Izzy.

Cisco

Since starting in the CCaaS space back in 2012, Jess has found a passion for CX through navigating the complexity of the market, while also recognizing (and relating to) the need for continuous innovation in the contact center. Throughout her time in this space, Jessica has held various roles in Product Marketing, Competitive Intelligence, and Sales and Channel Enablement giving a well-rounded depth of knowledge applied to her communication practices and endless curiosity in a rapidly changing environment. Now as a Director of Product Marketing at Webex by Cisco, Jessica champions thought leadership and AI innovation to keep us all immersed in the requirements and changes of the CX and EX landscape.

In-Person

Breakout

Customer Experience

Roundtable

Beyond the AI Pilot: Securing, Governing, and Scaling Agentic AI

Exploring the shift from AI pilots to agent-enabled work, and the trust, governance, and readiness questions leaders are navigating

AI is moving quickly from experimentation toward more autonomous, agent-enabled workflows, creating new questions around trust, governance, security, and readiness. This peer roundtable will explore the broader industry shift from AI pilots to scaled adoption, including what leaders are watching, where risks and opportunities are emerging, and how organizations are thinking about responsible growth as AI becomes more embedded in day-to-day work.

Speakers

Deutsche Telekom AG

Sebastian Leuser is a Solution Architect at Deutsche Telekom with more than 20 years of experience in enterprise communications, collaboration, and customer experience technologies. His work sits at the intersection of collaboration, customer experience, AI, security, and data privacy with a strong focus on turning innovative technologies into solutions that are secure, scalable, and ready for real-world use.

As one of the lead architects for Deutsche Telekom’s migration to Webex Contact Center, Sebastian has helped shape the architecture and transformation of a large, highly complex enterprise environment. His experience spans technical strategy, integration, automation, and the security and data privacy requirements that come with deploying cloud technologies in a global organization.

Sebastian is particularly interested in how AI is reshaping collaboration and customer experience and how organizations can embrace these new capabilities without compromising trust, security, or privacy. He enjoys challenging conventional approaches, connecting technology with business needs, and sharing practical lessons learned from large-scale transformations.

For Sebastian, great architecture is not just about making technology work. It is about making innovation usable, secure, and valuable for the people who ultimately depend on it.

Cisco

Keith Griffin is a Cisco Fellow in the collaboration group focused on AI and Machine Learning in the office of CTO. He is also the site leader for Cisco in Galway, Ireland where he is based. Keith formed Collaborations AI/ML technology strategy in 2016 and helped to form Cisco’s Responsible AI framework from initial machine learning data privacy through to today’s responsible AI framework for generative AI and large language models.

He leads technology scouting for Collaboration M&A and investments, Cisco’s Collaboration IP, Patent and Research strategy and has been Cisco’s top inventor for collaboration technology for over ten years.

Akamai Technologies

Nikki Parsons boasts a remarkable career spanning over 20 years in the information technology sector, with a specialized focus on infrastructure. Currently holding the position of Vice President of IT Engineering at Akamai Technologies, Nikki oversees the Network, Unified Communications, Messaging, and Service Delivery teams. Having joined Akamai in 2014, Nikki embarked on a mission to redesign and modernize the enterprise's unified communications and collaboration platforms. Her strategic efforts laid a robust pre-pandemic foundation, facilitating a seamless transition to a fully remote and highly productive workforce within a matter of days. Over the ensuing years, Nikki has spearheaded the reimagination of IT's service delivery, fostering a frictionless hybrid experience that concurrently propels employee productivity. In recognition of her outstanding contributions, Nikki was honored as the inaugural IT Winner of Akamai's most prestigious award, the Danny Lewin Award, in 2021. Beyond her professional endeavors, Nikki is deeply committed to cultivating a workplace culture characterized by trust, transparency, and professional independence. Her dedication to fostering inclusivity is evident in her recent appointment as the Chair of Akamai’s Enterprise Women’s Network. During her leisure time, Nikki indulges in outdoor activities, such as hiking and running, and maintains a commitment to physical fitness through strength training and participation in Orangetheory Fitness. Notably, throughout her tenure in the Bay Area, she has accomplished the impressive feat of completing seven marathons.

Roundtable

In-Person

AI

Breakout

Zero Trust, Zero Compromise: Securing Every Interaction Across Webex

How Webex protects every interaction, by design.

Every user verified. Every device checked. Every interaction secured. Zero trust isn't a buzzword, it's how Webex is built.

In this session, you’ll learn how Webex delivers a consistent, resilient, and secure experience across every interaction, every device, and every deployment by fusing security directly into its core fabric, enforcing zero trust, defending against deepfakes, and governing AI to preemptively protect against evolving threats.

Speakers

Cisco

Raj is Director of Product Management at Cisco and responsible for the strategy, product management, and go to market for Webex platform for US and Global Public Sector that includes Federal Civilian, State, Local and Education, Defense Industrial Base, and National Security and Defense. In addition, Raj is also leads the strategy and product management of Webex expansion into new country/region through data residency, data sovereignty and sovereign clouds solutions, as well as encryption and key management technologies. Previously, Raj also led the strategy and product management for Security, Identity Management, Compliance, Partner ecosystem and established Webex as best-in-breed secure Collaboration platform. Raj has 15+ years of enterprise product management experience at leading technology companies, including Cisco, Microsoft, and Amazon. Raj holds a Master’s degree in the Computer Science from University of Florida and a Bachelor's degree in Electrical Engineering from Indian Institute of Technology (IIT).

Cisco

Michael is Cisco’s Director of Product Management overseeing Collaboration Market Access, Webex Suite Security, Scheduling & Calendar Systems, and other Webex back-end services. With over a decade of experience in cloud solutions, Michael has been pivotal in leading key projects such as the OBTP “Green Join Button,” Video Integration for Microsoft Teams, and Zero Trust Security for Webex. Michael's career began at General Electric, where he led the Video Communications team, managing video conferencing, satellite, and internal cable television systems for GE Power Systems. He was also the first to implement an internal webcasting network at GE. Prior to his role at Cisco, Michael worked at TANDBERG for over 8 years, where he played a significant role in designing solutions and architectures for many key customers starting with US Southwest region, expanding to all of US, and later world-wide.

In-Person

Breakout

Employee Experience

AI

Suite

Roundtable

Modern Healthcare: Improving Access, Care Team Collaboration, and Patient Experience (2nd Run)

How AI agents, secure collaboration, and connected workplaces can reduce friction across the care journey.

Join healthcare leaders to discuss how AI agents, secure collaboration, and connected workplaces can reduce friction across the care journey. Explore strategies for improving patient access, supporting care teams, enabling flexible work models, and streamlining operations through intelligent automation.

This interactive peer-to-peer roundtable is an opportunity to share challenges, exchange best practices, and discuss how organizations are improving efficiency, engagement, and the human experience in modern healthcare.

Roundtable

In-Person

Employee Experience

AI

Customer Experience

Suite

Calling

Devices

Contact Center

CPaaS

Platform/Architecture

Control Hub

Technical Training Class

TRAINING PASS REQUIRED

Modernize Your Contact Center: Route Business Processes and Bring Your Own Channel in Webex Contact Center

Technical Training Class: Intermediate

Organizations across all verticals want to improve customer service by adding new channels. The Webex Contact Center Work Items Framework makes this possible by routing any type of interaction giving organizations the flexibility to adapt and deliver on their business outcomes.

At the heart of this framework is Bring Your Own Channel (BYOC), which lets organizations extend Webex Contact Center to any digital messaging platform, like Webex Messaging, Microsoft Teams, or LINE.

We'll explore real-world use cases and live demos showing how to onboard new channels and turn every interaction into a measurable business outcome.

CE credits: 2

Speakers

Cisco

Victor is a Solutions Engineer within the Customer Experience Center of Excellence, where he supports customers worldwide.
His journey at Cisco started as as a System Engineer more than 25 years ago, and evolved as he transitioned into a Collaboration specialist. Over the years, Victor has honed his expertise, particularly focusing on Contact Center, CPaaS and AI. He was also part of the Webex Solutions Developer Group where he specialized in building cross-architecture solutions that enable businesses to achieve their objectives.

Technical Training Class

Customer Experience

Contact Center

Platform/Architecture

Integrations

Technical Training Class

TRAINING PASS REQUIRED

What's New in Cisco Unified Border Element (CUBE)?

Technical Training Class: Intermediate

CUBE Enterprise has served as Cisco’s flagship on-premises session border controller (SBC) for more than two decades. This intermediate session starts with a CUBE refresher and configuration best practices for first-time attendees, then covers new capabilities introduced in recent releases, including virtual DSP. You’ll also get a brief look at how Local Gateway (LGW) and Survivability Gateway (SGW) support Webex Calling deployments.

CE credits: 2

Technical Training Class

Employee Experience

Suite

Calling

Contact Center

Platform/Architecture

Technical Training Class

TRAINING PASS REQUIRED

Customize the Contact Center: What's Possible with APIs, SDKs, and AI

Technical Training Class: Foundation

Webex Contact Center is more than a powerful out-of-the-box solution—it's a programmable platform.

In this session, we'll explore the full developer surface: REST APIs for data and configuration, Flow Designer for custom call routing, SDKs for building and embedding agent desktop experiences, and AI tools like AI Agent Studio and Model Context Protocol (MCP) integrations. Whether you're a customer or a partner, this session is your roadmap to extending and customizing Webex Contact Center.

CE credits: 1

Speakers

Cisco

Adam Weeks is a lifelong developer with a passion for learning, teaching, and building applications, with over 20 years of industry experience. As a Technical Leader on the Webex Developer Relations team at Cisco, Adam focuses on building AI-powered solutions and developer tools that extend the Webex platform, turning ideas into working software that helps developers and customers get more out of the ecosystem. A Cisco Distinguished Speaker, he has presented worldwide to audiences of all sizes, from intimate workshops to the large conferences. Adam is a native Floridian, and when he's not at the keyboard, you'll find him on the water somewhere in Central Florida.

Technical Training Class

AI

Customer Experience

CPaaS

Platform/Architecture

Integrations

Technical Training Class

TRAINING PASS REQUIRED

Considerations For Designing Rooms with AVoIP

Technical Training Class: Intermediate

In this session, we’ll explore Cisco’s IP peripheral portfolio including how each device works and how IP peripherals differ from traditional directly connected room peripherals. We’ll also look at the operational advantages including simplified support, centralized monitoring, lifecycle management, and deeper visibility through Control Hub.

The session will move from products to architecture, showing how Cisco collaboration and Cisco networking come together to make advanced room experiences possible. With Cisco switches providing the IP foundation for power, connectivity, segmentation, QoS, discovery, and reliable transport, collaboration devices can be placed flexibly, managed consistently, and scaled across many room types. We’ll highlight how this combined Cisco architecture enables cleaner deployments, better troubleshooting, and more predictable experiences.

We’ll also explore practical design patterns for advanced spaces, including distributed audio and video, divisible rooms, and rooms that can operate independently or combine into larger collaboration environments using the same IP infrastructure. We’ll show how Cisco speakers, microphones, and cameras work together to enable richer audio experiences, smarter camera behavior, and more natural meetings.

Attendees will leave with a clear understanding of how AVoIP works, how Cisco IP peripherals and Cisco networking products complement each other, and what to consider when designing reliable, manageable, and flexible collaboration rooms at scale.

CE credits: 2

Speakers

Cisco

Astrid Kongelf Jensen is the Product Manager for Camera Intelligence and Workplace Sensor Intelligence at Cisco. She is in charge of setting the strategy and backlog for three camera intelligence teams and a real time ML-team. Since joining Cisco, she has worked across software engineering and product management, including leading product management for the Microsoft Teams Rooms integration. She now focuses on multicamera setups and camera calibration, always pushing for the best possible quality and usability, even in the most advanced rooms.

Technical Training Class

Employee Experience

Suite

Calling

Devices

Platform/Architecture

Control Hub

Troubleshooting

Technical Training Lab

TRAINING PASS REQUIRED

From AI Agent to AI Workforce: Scaling Beyond the First Bot

Technical Training Lab: Intermediate

You've built your first AI agent. Now what? In this session, we'll explore how to evolve from a single virtual assistant into a fully scaled AI workforce within your contact center. Learn how to design multiple specialized AI agents, enable handoffs between bots and human agents, and create end-to-end customer journeys. We'll cover real-world architecture patterns and best practices for scaling AI. Whether you're expanding an existing deployment or planning your next phase, this session will give you the practical insights needed to move from isolated automation to enterprise-wide impact.

CE credits: 2

Speakers

Cisco

Hi, I'm Raad Al-Jawahiry, a Cloud Contact Center Engineer at Cisco Meraki, where I help design, implement, and optimize customer engagement solutions using Webex Contact Center and AI-powered technologies. My focus is on delivering scalable, intelligent customer experiences that improve operational efficiency while enhancing the experience for both customers and support teams.

I have over a decade of experience across contact center, collaboration, networking, and cloud technologies, with a strong background in designing and supporting enterprise communication platforms. Prior to joining Cisco, I held technical roles across Cisco partners and customers, earning my CCNA and CCNP Collaboration certifications along the way.

I am passionate about making AI accessible and practical for organizations looking to transform their customer experience. In 2025, I presented at Cisco Live EMEA on AI-powered virtual assistants in contact centers and later delivered the sold-out hands-on lab, "From Zero to AI: Building Your Webex AI Agent from Scratch," at WebexOne. I also supported attendees as a subject matter expert at the Contact Center and AI experience booths throughout the event.

At WebexOne 2026, I'm excited to continue the journey with "From AI Agent to AI Workforce: Scaling Beyond the First Bot," where we'll explore how organizations can move beyond a single virtual assistant and build a coordinated AI workforce that works alongside human agents to deliver exceptional customer experiences.

Technical Training Lab

AI

Customer Experience

Contact Center

Platform/Architecture

Technical Training Lab

TRAINING PASS REQUIRED

Collaboration AI PODs Lab

Technical Training Lab: Foundation

This lab provides a comprehensive introduction to the Cisco Collaboration AI PODs. Participants will gain practical, hands-on experience deploying, managing, and integrating AI-driven collaboration tools within a Cisco Meeting Server environment. You'll leave with a solid understanding of the architecture and the operational workflows required to leverage the Collaboration AI PODs effectively.

CE credits: 1

Speakers

Cisco

Richard Murphy is a Technical Marketing Engineer and a Technical Leader within the Cisco Collaboration Technology Group business unit. He is a member of the Webex Technical Marketing Engineering (TME) team, concentrating on the Webex Edge, On-Premises AI and Meetings services. This encompasses Edge Connect, Collaboration AI POD, Video Mesh, Edge Audio, Cisco Meeting Server, and Webex Meetings.

Cisco

Roshin Thovarai is a Principal Software Engineer and Lead Architect at Cisco Webex. He spearheads the Architecture of Collaboration AI POD, Webex Video Mesh, Hybrid Data Security, and Webex Hybrid Services. With deep expertise in architecting ultra-secure conferencing, on-premise AI, and hybrid infrastructure, Roshin is dedicated to driving the next generation of AI enabled, scalable and secure collaboration technology.

Technical Training Lab

AI

Suite

Devices

Platform/Architecture

Integrations

Troubleshooting

Keynote

Closing Keynote: Webex Customer Awards

Join us for the 5th Annual Webex Customer Awards ceremony

This isn't just an awards show; it’s a front-row seat to the future of work. Witness how the world’s most forward-thinking organizations are using Webex and Cisco technology to push boundaries, reimagine collaboration, and drive real-world impact.

Be part of an unforgettable evening dedicated to the visionaries shaping the future of employee and customer experiences.

Speakers

Cisco

Aruna drives significant revenue growth and brand value through a powerful blend of technological expertise, data science acumen, strategic storytelling, and marketing innovation.

An early adopter of marketing automation and AI, Aruna stays at the forefront of technological advancements, consistently leveraging them to disrupt competitive markets. Her leadership in SaaS marketing and enterprise technology and her vision for AI's role in shaping customer and employee experiences have made her a sought-after thought leader in the industry.

Beyond her professional achievements, Aruna is a passionate advocate for women in technology and making the STEM fields more inclusive and accessible.

Aruna has an MBA and MS in Computer Engineering from Santa Clara University and a BS in Computer Science from Bangalore Institute of Technology. She is an alumna of the CMO Leadership program at Kellogg Business School. She serves on Cal Polytechnic San Luis Obispo, Fast Company, Forbes Technology Council, and Vox Media boards.

Keynote

In-Person

Virtual

Employee Experience

AI

Customer Experience

Keynote

Closing Keynote: Luminary Fireside Chat

Tom Brady takes the stage

Join us for a compelling keynote fireside chat with 7x Super Bowl Champion Tom Brady, discussing the power of collaboration, leadership, and resilience in moments of pressure and transformation. Drawing from experiences on the field and in the boardroom, the conversation will uncover how high-performing teams build trust, adapt through adversity, and sustain excellence in an ever-changing, AI powered world.

Speakers

Tom Brady is one of the most accomplished athletes of all time, celebrated for his unmatched focus, discipline, and sustained excellence. A seven-time Super Bowl champion, he holds the record for the most titles by a quarterback and has made 10 Super Bowl appearances and 18 division titles, earning him a place among the greatest competitors in sports history. Brady has since built a legacy as an entrepreneur, broadcaster, author, and philanthropist, currently serving as lead analyst for FOX Sports' NFL broadcast.

Cisco

During his tenure with Cisco, Anurag has held several leadership roles in the Collaboration business, including Chief Technology and Product Officer where he led the entire Collaboration software business. He was also Vice President and Head of Engineering for Webex Meetings where he was responsible for delivering applications and services to power online meetings for millions of users worldwide.

With over two decades of experience in the Communications, Collaboration, and SaaS industries, Anurag is accomplished at building high performance global teams and creating innovative, market leading products. Anurag takes pride in being a customer-focused leader, with a proven track record of strategic thinking and executing with a strong culture of innovation.

Passionate about applying technology for good, Anurag serves on Cisco's Human Rights Advisory Council and was the founding executive sponsor of Cisco's Responsible AI Framework.

He holds a bachelor’s degree in Electronics & Communications Engineering from National Institute of Technology, Kurukshetra, India.

Keynote

In-Person

Virtual

Employee Experience

AI

Customer Experience