One solution. Every agent.
Human or AI.

The first AI-native WEM solution built to manage human and AI agents as one—so you can meet SLAs, reduce attrition, and prove AI ROI simultaneously.

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Stop managing two workforces. Start running one.

Webex AI WEM treats AI and humans as a single, high-performance ecosystem—eliminating blind spots and driving better operational efficiency.

Staff accurately for humans & AI

Know exactly how much volume your AI agents will absorb and right-size human staffing around what's left.

Stabilize service levels

Eliminate intraday surprises with automated recommendations and proactive adjustments.

Reduce cost-to-serve

Optimize resources by offloading routine demand to AI while elevating human agents to complex technical issues.

Improve visibility across the workforce

Break down silos by synthesizing human and AI agent metrics into a single, actionable dashboard that helps elevate agent performance and automation efficacy.

Every capability.
One unified workforce.

Predict demand with precision. Automate forecasting and shift adjustments to ensure SLA stability even during unexpected spikes.

Higher SLA attainment with fewer surprises
Lower labor costs through precise staffing
Improved agent satisfaction and retention

Explore Workforce Management

Evaluate 100% of interactions across human or AI agents using NLP and LLMs to surface quality issues before they become CSAT crises.

Improved CSAT/NPS through consistent experiences
Reduced compliance and brand risk
Faster identification of systemic CX issues

Explore Quality Management

Surface the insights agents need to self-improve and give supervisors the data to coach on what matters—not just what's easiest to measure.

Increased first contact resolution (FCR)
Higher agent productivity and engagement
More impactful, scalable coaching

Deliver real-time intelligence that guides agents, automates routine tasks, and summarizes interactions to keep your team competitive.

Reduced average handle time (AHT)
Faster onboarding to new systems/processes
Improved consistency across channels and agents

Explore AI Assistant for CX

Deliver continuous, AI-led simulations and scenario-based training so new hires hit proficiency faster and experienced agents stay current as AI evolves around them.