Agenda
The WebexOne agenda is packed with expert insights, real-world stories, and learning opportunities to help prepare you for what's next with AI.
*The agenda builder opens September 10 exclusively for technical training classes and labs. Starting September 22, the mobile app will let you build your agenda for all other sessions. We’ll be adding more sessions, times, and speakers soon. Agenda is subject to change.
No results found
FILTER
Reset filters 
Reset filters
TRACKS
- Breakout
- Keynote
- Quick Takes
- Roundtable
- Technical Training Class
- Technical Training Lab
TOPICS
- AI
- CPaaS
- Calling
- Contact Center
- Control Hub
- Customer Experience
- Devices
- Employee Experience
- Integrations
- Platform Architecture
- Suite
- Troubleshooting
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, together, we'll "vibe code" a tailored solution. Using an iterative approach to product design and user experience, we'll turn your feedback into prompts and leverage the latest AI-powered UX tools to live-code a solution.
This unique, innovative session explores user-centered creative problem-solving in an engaging environment where you'll actively participate in shaping future-ready contact center experiences.
This unique, innovative session explores user-centered creative problem-solving in an engaging environment where you'll actively participate in shaping future-ready contact center experiences.
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.
Technical Training Lab
TRAINING PASS REQUIRED
Claude AI Lab: 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 Claude Code, Claude Cowork, and Claude chat, 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.
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.
Technical Training Lab
TRAINING PASS REQUIRED
Enterprise Reporting with Splunk Cloud: Modernizing Contact Center Reporting and Analytics
Technical Training Lab: Intermediate
Traditional Cisco Unified Intelligence Center (CUIC) reporting is evolving alongside the needs of modern contact centers. This hands-on session explores how Splunk Cloud enables full reporting parity with CUIC while introducing built-in analytics for deeper operational insights. Attendees will learn how to build real-time and historical reports, leverage pre-built KPIs, and unify contact center data with broader enterprise data, creating a single, scalable platform for reporting and decision-making.
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.
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.
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.
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.
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.
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.
Join us to explore how to leverage your existing hardware for smart building IoT, workspace management, and sustainability. Learn how to turn your office into a "magnet, not a mandate" by optimizing space, energy, and employee experience with the solutions you already own.
Join us to explore how to leverage your existing hardware for smart building IoT, workspace management, and sustainability. Learn how to turn your office into a "magnet, not a mandate" by optimizing space, energy, and employee experience with the solutions you already own.
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.
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.
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.
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
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
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.
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.
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.
Technical Training Lab
TRAINING PASS REQUIRED
From Pain Points to Power Moves: Webex Calling Design in Action
Technical Training Lab: 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.
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.
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.
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.
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.
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.
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.
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.
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.
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, SMS queuing, and Text-to-Speech—to deliver a sophisticated, high-touch support environment.
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.
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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
Technical Training Lab
TRAINING PASS REQUIRED
Workspace Designer: Building Smarter Spaces and Custom Rooms
Technical Training Lab: Intermediate
Design smarter hybrid workspaces with the lead developers of two powerful free tools: Workspace Designer and Video Room Calculator. Build custom room designs, optimize camera and microphone placement for complex spaces, optimize Cinematic Meeting setups, and use AI image generation to transform your floor plans into polished, professional proposals. Ideal for those with a foundational understanding of video conferencing and room design.
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.
- 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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!
Technical Training Class
TRAINING PASS REQUIRED
Webex Contact Center Enterprise (CCE) Fusion: Single-Call, Single-RPC, Any S2S Provider
Technical Training Class: Expert
Speech-to-Speech (S2S) models from OpenAI, Google, and Amazon Web Services (AWS) are transforming voice AI, yet contact centers often struggle with cloud latency and data residency. Webex Contact Center Enterprise (CCE) Fusion runs S2S fulfillment on-prem, with a single-call, single Remote Procedure Call (RPC) media path that is 5–6 times faster than conventional designs. This session delivers the reference architecture, production performance data, and a deployment blueprint to integrate pluggable providers—including OpenAI Realtime, Gemini Live, Nova Sonic, Azure Voice Live, and Bring Your Own (BYO)—to help you achieve real-time voice AI without vendor lock-in.
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!
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Technical Training Class
TRAINING PASS REQUIRED
The Enterprise AI Flight Manual with Webex Contact Center
Technical Training Class: Intermediate
Every enterprise has an AI mandate, but 74% fail to scale. This session shows you how to be in the 26% that succeed. Built for business and technical leaders, it's an operational playbook backed by Cisco Customer Experience AI solution capabilities—covering how to find the right use case, launch voice-first AI agents, govern at scale, design seamless human-AI handoffs, and compound value across your contact center. You'll get insider patterns from real deployments, an honest look at what works, what doesn't, and what's coming, and the F.L.I.G.H.T. framework to put it all into action.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Breakout
One Workforce, One Solution: Aligning Humans and AI for Exceptional CX
Meet the first AI-native WEM platform 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.
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.
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.
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.
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.
Explore the latest product announcements, learn from leading organizations and AI innovators, and uncover the strategic shifts defining what comes next.
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.
You’ll leave with ideas to accelerate AI adoption and drive impact in your own organization.
Keynote
Closing Keynote: Webex Customer Awards
Join us for the 5th Annual Webex Customer Awards ceremony - the ultimate red-carpet celebration of innovation. 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.
Be part of an unforgettable evening dedicated to the visionaries shaping the future of employee and customer experiences.
Keynote
Closing Keynote: Luminary Fireside Chat
Don't miss the closing keynote, a special luminary speaker will be joining us. Hint, it's one of the most legendary names in sports.
Stay tuned! More session info is coming soon.
