Sessions

Discover speakers and content you can only find at WebexOne


Opening keynote

8:15 a.m. – 9:30 a.m.

True collaboration is an inclusive experience. And in today’s work environment it has never been more important to connect and collaborate across the barriers that keep us apart. Join us for a fascinating look into the Webex of the future – see our latest innovations for seamless collaboration and learn about how we’re powering inclusive experiences.

During today’s keynote, you’ll hear from Cisco executives including Chuck Robbins, Chairman & CEO, Jeetu Patel, SVP/GM Security & Applications, and Javed Khan, SVP/GM Collaboration plus many more. You’ll hear about how we are enabling a broader partner ecosystem, and see why, when the world needs to work, the world works on Webex.

Key Takeaways:

  • Hear our strategy for making a better Webex for you
  • See innovative experiences for 10x better than in-person interactions
  • Discover how you can take advantage of a unified platform

Speakers:

Chuck Robbins, Cisco Systems
Jeetu Patel, Cisco Systems
Javed Khan, Cisco
Abhay Kulkarni, Cisco
Lorrissa Horton, Cisco


Seamless Collaboration

9:40 a.m. – 10:00 a.m.

The future of work is now and the way we work and connect must extend beyond the office. We’re amid the world’s largest work-from-home experiment and with new, blended workstyles, businesses must rethink how tools and devices can help teams securely collaborate.

Welcome to the reinvented Webex—the reliable technology and security you know—now with even more innovation and intelligence. We’ve empowered smarter, safe remote and hybrid work experiences for over 300 million users around the globe.

Learn how Webex simplifies collaboration with deeper integrations to streamline your important workflows and embedded AI that so you can focus on what matters most while securely connecting with all your devices, all from one single app.

Speakers:

Abhay Kulkarni, Cisco
Domineek Brooks, Cisco
John Seaton, Cisco
Annemarie Hauge, Cisco
Travis Isaacs, Cisco

10:10 a.m. – 10:30 a.m.

Join this session to hear senior executives describe their collaboration challenges and opportunities facing their organization. Hear about the pros and cons of supporting multiple collaboration tools. Discover why they chose Cisco Webex as their cloud collaboration partner to help achieve their strategic priorities.

Speakers:

Abhay Kulkarni, Cisco
Craig Thomas, T-Mobile
Gary Hagen, Amgen

10:40 a.m. – 11:00 a.m.

Did you know that Webex, in addition to being the world’s favorite meetings solution, can also provide secure, modern cloud calling services for your business?

That’s right, you can connect any of our secure and scalable cloud or on-premises calling services like Webex Calling, UCM Cloud or UCM to the Webex app, turning it into your communications super hub with full business calling capabilities. Business Calling from anywhere has never been easier.

Join us for this session so you can learn more about Calling in Webex, our latest features and how to reimagine your calling business workflows with the power of Webex.

Speakers:

Lorrissa Horton, Cisco

11:20 a.m. – 11:40 a.m.

Organizations of all shapes and sizes, from the smallest startup through the world’s largest corporations, and everyone in between are benefitting from the flexible and scalable capabilities of the Webex platform. Listen to a panel of business leaders talk about the unique challenges that faced them in 2020, and why they chose Cisco Webex to enable their remote working and return to office strategies.

Speakers:

Scott Edwards, Cisco
Kelly Boyer, Royal Caribbean Group
Barbara Nesbitt, School District of Pickens County, SC
Mike Santimaw, Rent-A-Center

11:50 a.m. – 12:10 p.m.

You’ve heard us talk about all the advantages of Webex’s single, integrated collaboration platform: consistent user experience, enhanced productivity, simplified management, low TCO, security, and the list goes on.

But, now, you can get a third-party perspective from industry experts. Some of the industry’s leading analysts will join us in this session to discuss their take on different collaboration deployments, the business and economic benefits, and share their recent analysis of the benefits of single platform versus multi-vendor approaches.

Please join analysts from Nemertes and Wainhouse for an insightful discussion on the next generation in business collaboration.

Speakers:

Mark Straton, Cisco
Marc Beattie, Wainhouse Research
Bill Haskins, Wainhouse Research
Robin Gareiss, Nemertes Research
Irwin Lazar, Nemertes Research


Customer Experience

9:40 a.m. – 10:00 a.m.

The market has shifted from call centers to contact centers and now to “experience centers” where customer experience is the measurement of success. In today’s experience center, customers expect to reach out via their preferred channel, self-serve when convenient, and when they speak to an agent, they expect a solution the first time.

Cisco is a customer-obsessed culture that extends not only to our customers, but to their customers as well.

Hear from Contact Center General Manager Omar Tawakol as he walks through Cisco Contact Center’s strategy for leveraging a next generation platform, artificial intelligence, experience management, and collaboration tools to create amazing customer experiences for end users.

Speakers:

Omar Tawakol, Cisco

10:10 a.m. – 10:30 a.m.

In today’s modern customer engagement economy, customer and agent experiences are directly tied to the power of the technology that supports them. Speed of innovation, scalability, and reliability are only as good as the foundational architecture that successive layers are built on.

Cisco has re-defined the standard for the next generation contact center platform of the future, which requires five essential attributes: a native, multi-cloud foundation, openness and extensibility, universal accessibility, intelligence and insight, and orchestration.

Hear from Cisco Contact Center CTO Ryan Plant about how this new platform represents a “tectonic platform shift” that will be the industry-leading contact center of the future.

Speakers:

Ryan Plant, Cisco

10:40 a.m. – 11:00 a.m.

Learn about the all-new Webex Contact Center, the new benchmark for modern contact centers. Built on a brand new, next-generation, fully customizable cloud platform it provides the perfect balance of an out-of-the-box ready, yet open and flexible solution that can scale to multi-thousands of agents in the cloud.

Watch as Cisco Contact Center product leaders demonstrate how you can delight customers by giving them the answers they need, in any channel they prefer, with astonishing speed.

Speakers:

Nikki Heyder, Cisco
David Wiener, Cisco

11:20 a.m. – 11:40 a.m.

How do you create exceptional customer experiences? Contact centers play an essential role in shaping a company’s direction and have become a strategic imperative to driving customer loyalty, innovation and business growth. No other part of your organization touches customers more closely.

In this session, Vinod Muthukrishnan, Chief Growth Officer of Cisco Contact Center, will sit with DeAnna Woody of OceanX and Tamara Jensen of T-Mobile to discuss why they chose Cisco Contact Center for their most important asset: customer experience. Join us as we discuss business challenges and key forces that drove their need for innovation and change in their contact center technology, and why Cisco was the clear solution to meet their business needs.

Speakers:

Vinod Muthukrishnan, Cisco
Tamara Jensen, T-Mobile
DeAnna Woody, OceanX

11:50 a.m. – 12:10 p.m.

Is there a real ROI for a cloud contact center deployment? This session will explore in detail a Webex Contact Center deployment, the value the customer received, and the specific value levers impacted.

Speakers:

Zachary Taylor, Cisco
Art Schoeller, Forrester Research



Closing Keynote

12:20 p.m. – 1:00 p.m.

As we close out the first day, join us for two thoughtful discussions focused on the future. In the first, Javed Khan, SVP/GM of Cisco Collaboration sits down with CXOs from IBM, T-Mobile, Under Armour, and the Dallas Cowboys to share inspiring views of the future and how they are re-imagining work in a post-pandemic world.

Speakers:

Javed Khan, Cisco
Fletcher Previn, IBM
Matt Messick, Dallas Cowboys
Gerald Charles, Under Armour
Craig Thomas, T-Mobile


Keynote Sessions

True collaboration is an inclusive experience. And in today’s work environment it has never been more important to connect and collaborate across the barriers that keep us apart. Join us for a fascinating look into the Webex of the future – see our latest innovations for seamless collaboration and learn about how we’re powering inclusive experiences.

During today’s keynote, you’ll hear from Cisco executives including Chuck Robbins, Chairman & CEO, Jeetu Patel, SVP/GM Security & Applications, and Javed Khan, SVP/GM Collaboration plus many more. You’ll hear about how we are enabling a broader partner ecosystem, and see why, when the world needs to work, the world works on Webex.

As we close out the first day, join us for two thoughtful discussions focused on the future. In the first, Javed Khan, SVP/GM of Cisco Collaboration sits down with CXOs from IBM, T-Mobile, Under Armour, and the Dallas Cowboys to share inspiring views of the future and how they are re-imagining work in a post-pandemic world.

Speakers:

Javed Khan, Cisco
Fletcher Previn, IBM
Matt Messick, Dallas Cowboys
Gerald Charles, Under Armour
Craig Thomas, T-Mobile

Inclusive collaboration achieves greater productivity and more engaged relationships. We can create our best work with tools that connect people, teams, ideas, and workflows with a single click, gesture, or simply our voice. See how we can help you build smart workplace experiences in the office, home, or wherever you work.

Get a view into Webex security, analytics, and management to make your collaboration environment run smoothly. And you’ll see first-hand how Webex powers the customer experience like no other, giving everyone the advantage of better-than-being there interactions – together.

As we close out our inaugural event, this is one session you won’t want to miss!

Aruna Ravichandran, CMO for Cisco Collaboration sits down with futurists and thought-leaders Soraya Darabi and Josh Bersin to talk about reimagining a new future in the wake of this global experiment in remote work.

Aruna Ravichandran, Cisco
Soraya Darabi, TMV
Josh Bersin, Global Industry Analyst


Seamless Collaboration

Bring your virtual events to life with Webex, whether it be webinars, conferences or townhalls. Did you know that 87% of people think at least 50% of events should be virtual moving forward? Since virtual events are here to stay, use Webex to standout against the crowd and make your sessions something people look forward to. Hosting your events on Webex will give your audience a VIP experience and allow you to do more than the standard voice over powerpoint with features such as live-streaming, live chat, polls and Q&A. From this session, you will take away tips and tricks on how to create a great quality, unique, interactive and unmatched virtual event on Webex.

When people must attend events on a different platform, they will think “I wish they would have used Webex.”

As we see team collaboration solutions set to overtake email as the method knowledge workers use get their work done, it highlights the importance of flexibility within your collaboration app. Yes, Webex is an open platform built for in interoperability, but how does this benefit your users while executing their everyday workflows? In this session we demonstrate how our intuitive and friction free integrations allow you bring together the core features of Webex within the workflow tools you use on a daily basis. We explore the deep and meaningful integrations Webex has offer, such as embedding any application into Webex, as well as integrations with the industry leading workflow tools such as Salesforce and ServiceNow etc., as well as previews to new and exciting workflow integrations to come.

Collaborating with distributed teams can be challenging, but Webex Rooms has you covered. Discover how you can supercharge collaboration with RoomOS, the powerful cloud-based operating system for Webex Rooms devices. See the latest innovations that deliver experiences that are better than being there and enable teams to seamlessly collaborate and co-create with ease.

The Webex single platform advantage gives users an integrated experience across meeting, messaging, and calling—backed by a single point of security and IT administration with the Webex Control Hub.

The Webex Control Hub gives IT administrators visibility into the user experience. The Webex Control Hub helps you drive user adoption with an analysis of what’s working and what could be improved. It allows real-time meeting troubleshooting and enables IT administrators to join meetings in real-time to help.

Webex provides the most secure user experience with user controls to prevent meetings being crashed by unwanted users, control who can join meetings, and when they can share—and even expel unwanted users.

We’ll outline a successful adoption plan, illustrating how you can plan, measure and deliver a successful Webex upgrade or deployment by focusing on the needs of users, challenges faced by admins and delivery of successful business outcomes.

​The session will illustrate the advantages of a digital led approach to user change management and successful technical transitions for IT admins, including strategies to drive adoption in specific industries with a persona-based approach that recognizes the different demands in each vertical​.

We’ll also share resources you can take home to use on your adoption journey, including our Webex Adoption Toolkits, Upgrade program packs, On demand Classes, and our Webex community and loyalty programs.

You’ve heard us talk about all the advantages of Webex’s single, integrated collaboration platform: consistent user experience, enhanced productivity, simplified management, low TCO, security, and the list goes on.

But, now, you can get a third-party perspective from industry experts. Some of the industry’s leading analysts will join us in this session to discuss their take on different collaboration deployments, the business and economic benefits, and share their recent analysis of the benefits of single platform versus multi-vendor approaches.

Please join analysts from Nemertes and Wainhouse for an insightful discussion on the next generation in business collaboration.

The state of how we work is changing rapidly. In just a few months we’ve gone through the biggest disruption of the workplace in 100 years. And through it all, the companies thriving are those that have adapted to the new normal and embraced change. Listen in on this future focused panel, as top industry analysts discuss this seminal moment of change and how technology is evolving to support the new way of working.

Enterprises often have mixed vendor solutions in their communications suite, but their end users need to be productive without the friction in user experience across disparate solutions. Cisco is now enabling customers to use our best of class endpoints with Microsoft Teams meetings.

We leverage Microsoft's Cloud Video Interop (CVI) and Direct Guest Joint integrations to offer our customers an easy and elegant user experience with thier Webex Rooms endpoints or standard SIP devices with Microsoft Teams meetings.

Did you know that Webex, in addition to being the world’s favorite meetings solution, can also provide secure, modern cloud calling services for your business?

That’s right, you can connect any of our secure and scalable cloud or on-premises calling services like Webex Calling, UCM Cloud or UCM to the Webex app, turning it into your communications super hub with full business calling capabilities. Business Calling from anywhere has never been easier.

Join us for this session so you can learn more about Calling in Webex, our latest features and how to reimagine your calling business workflows with the power of Webex.

2020 shifted the world’s perspective on working from home and now 82% of leaders plan to permit employees to work remotely after the pandemic. While working from home has a lot of benefits, it can also result in long hours hunched of a laptop or battling home distractions. In this session, learn about the range of purpose-built devices for any working space that helps reduce meeting fatigue, background distractions, and makes connecting with people easy. Empower your teams at home with the right devices and solutions to keep them going!

We’re making some big changes to your Webex meetings and calling experience, now all integrated into the Webex app.

We have a new elegant UX that provides intuitive in-meeting controls, new layouts and easy to use video breakout rooms. We now deliver interruption less meetings. Webex filters outs most common noises around you, as you meet with and talk to people, with innovative and industry leading built-in noise suppression feature . You’ll also learn about media enhancements that give you great video even with low-bandwidth challenges. And we’ll be implementing a new codec that provides richer and better meeting experiences at lower bandwidth.​

We can extend many of these rich meeting capabilities to the calling side as well. And we’ll show you why business calling with Webex has never been better. You can connect any of our secure and scalable cloud or on-premises calling services like Webex Calling, UCM Cloud, UCM, HCS or BroadWorks to the Webex app, turning it into your communications super hub with full business calling capabilities and a comprehensive list of enterprise calling features right from your mobile phone or desktop app.​

Give us 20 minutes; we’ll bring you the best meetings and calling experience.

Today, there are many ways to work but few ways to be truly focused and productive. Indeed, the cost of inefficient meetings in the US is an estimated $37 billion per year, while 15% of knowledge worker time is lost because of multiple communication platform and the resulting inefficiencies. Workers often use as many as 30 apps each day to get work done and the transition, ramp-up, and management time and costs can be staggering.

But there is a better way to work: The Webex app brings together all the collaboration workloads you need or just the one(s) you want. You have one app to message, call, meet, and share—with unparalleled security, integrated analytics, and the kind of intelligence only focused AI collaboration can deliver.

Come learn how the singular Webex app can transform the way you get work done.​

Today’s multi-generational workforce requires an increasing need for an agile, flexible workspace, and in turn more intelligent tools. Cisco Webex Rooms is using automation, AI, sensors, and analytics to help remove friction throughout the day and drive behavior changes that keep workers safe and productive. Learn how Webex Rooms helps you tackle these new challenges including providing more private ad-hoc meeting space, and better insight into room utilization.

Learn how Aon, a global professional services organization operating in 120 countries with 50,000 colleagues, leverages Webex for video conferencing, events, collaboration, and cloud calling. Rajeev Khanna, CTO and SVP of Information Technology Platform Services for Aon, provides insight on how the Webex platform enables the entire Aon organization to operate seamlessly in the cloud across multiple geographies while meeting stringent security and regulatory requirements.

Hear how the scalability and extensibility of the cloud-hosted Webex solution enabled Aon to move quickly to enable 98 percent of the workforce to work from home when the pandemic hit, fundamentally changing the way the company conducts business internally and with clients. Khanna also shares the importance of investing in organizational change management to maximize user adoption and absorption and fully realize all of the benefits of the technology.

Join this session to hear senior executives describe their collaboration challenges and opportunities facing their organization. Hear about the pros and cons of supporting multiple collaboration tools. Discover why they chose Cisco Webex as their cloud collaboration partner to help achieve their strategic priorities.

Organizations of all shapes and sizes, from the smallest startup through the world’s largest corporations, and everyone in between are benefitting from the flexible and scalable capabilities of the Webex platform. Listen to a panel of business leaders talk about the unique challenges that faced them in 2020, and why they chose Cisco Webex to enable their remote working and return to office strategies.

Hear from a panel of senior IT executives as they describe how the Cisco Webex platform has allowed them to transition to cloud collaboration with hybrid on-premises and cloud solutions that allow them to deploy new users and sites at their own pace. Learn how they were able to extend the value of their existing on-premises investments. Hear how Webex helped them to provide consistent user experiences, minimizing disruption, as they implemented new cloud workloads.

The way we work has forever changed. The hybrid worker has emerged out of necessity with employees becoming remote overnight. Safety, tailored technology, and real-estate optimizations become paramount as enterprises plan to reintroduce their workers back into the office. From knowing when a desk space has been sanitized to touchless experiences, offices are being redesigned and re-imagined to optimize for collaboration and productivity of the future. Join us as we discuss new devices tailored for the new style of work.

The future of work is now and the way we work and connect must extend beyond the office. We’re amid the world’s largest work-from-home experiment and with new, blended workstyles, businesses must rethink how tools and devices can help teams securely collaborate.

Welcome to the reinvented Webex—the reliable technology and security you know—now with even more innovation and intelligence. We’ve empowered smarter, safe remote and hybrid work experiences for over 300 million users around the globe.

Learn how Webex simplifies collaboration with deeper integrations to streamline your important workflows and embedded AI that so you can focus on what matters most while securely connecting with all your devices, all from one single app.

The world of work changed in 2020. Remote work became the new normal. For many, this was their first experience of remote working at scale. As we enter 2021, organizations need to embrace hybrid workstyles. Many workers will continue to work from home, while many others will be making their first tentative steps to return to the office.​

Join this session to hear how the Cisco Webex app, platform, and new intelligent devices are delivering seamless collaboration experiences. Hear how they are enabling remote workers to stay connected, engaged, and productive—ready for their return to the office. And discover how Cisco Webex Control Hub is empowering IT with comprehensive management and analytics.

As you plan for employees’ safe return to the office as part of a hybrid workforce strategy, discover how the intelligent workplace, powered by the Cisco Webex app, platform, and integrated devices is keeping workers safe and productive.

Join this session to hear about how new Webex devices that are transforming the office desktop experience​. Hear how Webex Room systems are helping maintain social distancing and removing barriers to productive meetings.​ And about new mobile devices to enable deskless workers to collaborate and be productive on the move.

Get insights from Webex Control Hub that help IT, HR, and Workplace Resources teams manage a safe return to the office and optimize real estate utilization.

With the explosion of API’s, customers demand integrations of their applications to work together. This includes hardware. With collaboration, how do we ensure that 3rd party vendor integrations with Webex and Webex Room devices provides premium user experiences?

Join this session to learn more about how to build on our open Webex platform, become an ecosystem partner and be a part of the newly launched Webex Certification and Webex for Startups program.

Real time video conferencing, and team collaboration applications have transformed how the modern workforce interacts and makes connections. However, the benefit of having instant access to colleagues and stakeholders can come with a cost. Many workers are facing an information overload, and having difficulty driving the work forward while going from one meeting to another without pause. Enter Webex! In this session we demonstrate how Webex advanced AI & machine learning capabilities are adding intelligence, context, organization and automation to your everyday workflows; enabling you to meet & message smarter not harder.

Did you know you can integrate your Cisco calling and meetings solutions with Microsoft Teams and Slack? Elevate your Microsoft Teams or Slack experience by adding integrated, enterprise-class calling capabilities from Webex that can be extended to your workforce, across all collaboration workstreams. Save money and get a more complete collaboration experience.

Cisco Webex Rooms are intelligent video collaboration devices, but did you know they're also customizable? This session will highlight the tools available for you to create custom experiences, with real-world examples of how to use them and the surprising functionality that they can deliver in any space.


Customer Experience

Artificial intelligence is one of the most exciting technological innovations of the modern age and is being used to solve a number of problems for the contact center. AI offers new ways to automate tasks, create new efficiencies, and augment the performance of agents to empower them to achieve more and provide better customer experiences.​

Join Nikki Heyder, Product Manager of Cisco’s Contact Center AI portfolio, to hear about how Cisco is powering contact centers with AI to deliver fast, intuitive self-service, and create “super agents” who are empowered with context, insights, and intelligence to deliver timely, accurate responses that improve customer satisfaction, loyalty, and lifetime value.

Cloud contact centers are an attractive destination with significant tangible business benefits for you and your customers’ experiences. But ”getting there” may be a challenge for today’s on-premises contact centers.​

​Join Zack Taylor, Director of Business Development, Cisco Contact Center as he takes you through the best practices for making cloud transition a reality. Learn the strategic and tactical steps and considerations for charting your path, and the key strategies to ensure seamless cross-functional stakeholder consensus.

Cisco continues to innovate its on-premises solution for SMB contact centers, bringing advanced cloud capabilities and flexible licensing that help you bridge your on-premises contact center to the cloud, and meet the growing expectations of your employees and customers.

Join Girish Variyath - Product Line Manager, Cisco Contact Center, and Jade Lentz - Business Analyst, Cisco Contact Center, for this exciting review of the latest release and future direction of Cisco’s Unified Contact Center Express, and the programs in place to help you in your path to the cloud.

Customers have high expectations for brands and service providers. They want solutions and services they can trust. They want a brand or provider's purpose that aligns with their values, and they want elevated experiences that enable them to act. In today's current environment, heightened expectations create new opportunities, including opportunities to transform contact centers. Companies and service providers that succeed, particularly when confronted with global disruptions of business, work modes, and service delivery, act with intention and clarity in fundamental ways.

In this session, presented by Deloitte Consulting, hear from contact center experts Marc Mancher, Principal at Deloitte, Shelly Metschan, Managing Director at Deloitte, and Jason Manstof, Principal at Deloitte, as they navigate the ins and outs of a digital contact center transformation and the foundational drivers for success.

For those who want the “inside scoop” on how to design and deploy our award-winning Webex Contact Center solution, and seamlessly integrate it with the rest of your contact center infrastructure, you’re in the right place.

Join Arunabh Bhattacharjee, Engineer, for this in-depth technical session on what you need to know to enable all the critical elements of your contact center, and the best path with the least amount of risk to bringing your contact center and customer experiences to the future.

The market has shifted from call centers to contact centers and now to “experience centers” where customer experience is the measurement of success.

In today’s experience center, customers expect to reach out via their preferred channel, self-serve when convenient, and when they speak to an agent, they expect a solution the first time.

Cisco is a customer-obsessed culture that extends not only to our customers, but to their customers as well.

Hear from Contact Center General Manager Omar Tawakol as he walks through Cisco Contact Center’s strategy for leveraging a next generation platform, artificial intelligence, experience management, and collaboration tools to create amazing customer experiences for end users.

Every business wants to have great relationships with their customers, but not everyone achieves this goal - even if they claim to be customer-centric. According to Cisco’s global contact center survey, 53 percent of contact centers report into a CX executive, and yet 72 percent of contact center executives say that fragmented customer experiences are one of their top 5 business challenges.​

Join Vinod Muthukrishnan, CX pioneer and Chief Growth Officer of Cisco Contact Center, for this fascinating conversation on what it takes to make CX a strategic priority, and the critical role the contact center plays in the customer journey to drive competitive differentiation and better business outcomes.​

Setting up an on-premises contact center requires planning. The deployment of the components required to build a contact center alone can span across days or weeks. As customers look for a packaged and “ready-to-run” cloud-based contact center platform, one that has been created by and supported by the vendor, Cisco offers the intuitive and easy to configure Cisco Webex Contact Center platform.

See how Cisco Webex Contact Center addresses customers’ omni-channel customer service needs. In this session, we will show you the basics of how to configure your Cisco Webex Contact Center instance for agent call routing in just 15 minutes! Get a glimpse of the new drag-and-drop flow control builder designed for Webex Contact Center business users.​

Customers are requiring more modern customer experiences and businesses are relying on technology to keep up with those expectations. Specifically, the areas of Artificial Intelligence, Experience Management, and programmable platforms are being utilized to change how the Contact Center operates.​

Cisco has been an innovator and thought leader in the contact space for two decades. Hear from Cisco Collaboration and Contact Center executive leadership as they discuss Cisco’s contact center vision for the future, how it integrates as part of the collaboration technology portfolio and how Cisco will continue to create technology to power next-gen customer experiences.

Is there a real ROI for a cloud contact center deployment? This session will explore in detail a Webex Contact Center deployment, the value the customer received, and the specific value levers impacted.​

Join leading collaboration and contact center industry analysts Sheila McGee-Smith, Principal Analyst with McGee-Smith Analytics and Blair Pleasant, Principal Analyst with COMMfusion for a thought-provoking dialogue about the future of customer experience.

In this session, these experts will provide:​

  • Insightful analysis on the state of the cloud contact center market
  • How cloud contact centers impact business outcomes​
  • Major buying criteria and decision points observed​
  • Reflections on Cisco’s strategy and customer value
  • What’s ahead–predictions and market vision​

Learn about the all-new Webex Contact Center, the new benchmark for modern contact centers. Built on a brand new, next-generation, fully customizable cloud platform it provides the perfect balance of an out-of-the-box ready, yet open and flexible solution that can scale to multi-thousands of agents in the cloud.

Watch as Cisco Contact Center product leaders demonstrate how you can delight customers by giving them the answers they need, in any channel they prefer, with astonishing speed.

How do you create exceptional customer experiences? Contact centers play an essential role in shaping a company’s direction and have become a strategic imperative to driving customer loyalty, innovation and business growth. No other part of your organization touches customers more closely.

In this session, Vinod Muthukrishnan, Chief Growth Officer of Cisco Contact Center, will sit with DeAnna Woody of OceanX and Tamara Jensen of T-Mobile to discuss why they chose Cisco Contact Center for their most important asset: customer experience. Join us as we discuss business challenges and key forces that drove their need for innovation and change in their contact center technology, and why Cisco was the clear solution to meet their business needs.

In today’s modern customer engagement economy, customer and agent experiences are directly tied to the power of the technology that supports them. Speed of innovation, scalability, and reliability are only as good as the foundational architecture that successive layers are built on.

Cisco has re-defined the standard for the next generation contact center platform of the future, which requires five essential attributes: a native, multi-cloud foundation, openness and extensibility, universal accessibility, intelligence and insight, and orchestration.

Hear from Cisco Contact Center CTO Ryan Plant about how this new platform represents a “tectonic platform shift” that will be the industry-leading contact center of the future.

Large contact centers have unique challenges to meet the evolving needs of your customers and employees. Cisco is taking massive strides in helping large enterprises build secure, consistent, and collaborative contact center experiences that help you build lasting relationships with your customers.​

​Join Rajen Goel, Senior Manager, Product Management of Cisco Contact Center Product Management, and Jade Lentz, Business Analyst, Cisco Contact Center, to learn about the latest release and future direction of Cisco’s Unified Contact Center Enterprise solution, and the exciting programs in place to help you transition thoughtfully to the cloud.

See how the all-new Webex Contact Center was designed to be not just a "contact" center, but a customer experience center.

Built on a brand new, next-generation, fully customizable cloud platform it provides the perfect balance of an out-of-the box ready, yet open and flexible solution that can scale to multi-thousands of agents in the cloud.

Join Carlos Guadamuz, Business Development Manager, Cisco Contact Center, for an end-to-end demonstration of some of the exciting new Webex Contact Center features, including seamless transfer from AI-powered voice and chat Virtual Agents to live agents with full context history, customization of the new modular, extensible agent desktop, and integration with Webex Experience Management agent desktop widgets.

Cisco’s portfolio of contact center AI solutions improve agent and customer experiences, providing agents the needed context and intelligence to deliver timely, accurate responses, and improving customer satisfaction by giving customers intuitive 24/7 self-service access to your business online or over the phone.

Join Kumaran Ponnambalam, Software Development Manager of Cisco’s Contact Center AI portfolio, to learn how to design and deploy AI-powered features and APIs with your Cisco contact center platform. In this session, Nikki will review the architecture components and demonstrate how easy it is to implement your Virtual Agents, APIs, and much more.

Imagine trying to build a deeper relationship with someone you don’t know anything about. Their likes, their dislikes, and past experiences. It would be challenging if not impossible, and yet this is what it’s like for your front-line employees every day as they try to build relationships with your customers. This is why we developed Webex Experience Management.​

Join Michael Gravel, Global CX Practioner, for this exciting deep dive on how Webex Experience Management works. In this session, Michael will walk you through the key capabilities of the solution and demonstrate how to design and deploy customer journey maps, surveys, dashboards, and more.

An integrated workforce optimization (WFO) suite is vital for your contact center team to deliver exceptional customer experiences. It empowers contact centers of all sizes to optimize agent performance.

Join Brian Cole, Technical Marketing Engineer of Cisco Contact Center, as he take a deep dive into the Webex Workforce Optimization suite of applications. Then watch a live demo to see quality management, workforce management, and WFO analytics in action!


Channel Partner

Accelerate growth and lock in customer loyalty by integrating your Cisco BroadWorks calling with Webex for messaging and meetings. Working together with Cisco you have a clearly superior portfolio to the competition that will protect and defend your cloud calling customer base in these challenging times. Webex for BroadWorks is the down-market offer with features and packages optimized for businesses from the micro to the mid-market and is designed to make upsell easy, while adding integrated Cisco devices further improves revenue potential.

Go to market with the only truly unified collaboration-rich app that is simple, flexible and secure, driving productivity to new levels for your customers.

The market momentum is building, as enterprise leaders define their strategies to move their collaboration workloads to the cloud. Gain the first-mover advantage, as Cisco on-premises Unified Communications Manager customers start to navigate their cloud journey.

Enterprise customers expect enterprise-grade features, security, scalability, and reliability, with minimal disruption. Most cloud providers can’t deliver the goods. Cisco is uniquely capable of providing customers multiple paths to the cloud, based on customer strategic business requirements, as opposed to facing a one-size-only cloud migration strategy. Find out how you can win the enterprise cloud migration, with a Cisco cloud solution that will delight your customers.

The collaboration opportunity of a lifetime is in front of us. We are working and living in a new era, where collaboration solutions have become the lifeblood for businesses to stay connected and productive. Together we have helped customers persevere through unprecedented times, and together we will shape the future of the collaboration market.

In this session, Cisco executives will share this unprecedented collaboration opportunity, our vision and strategy to seize the opportunity, along with big wins, new use cases, and portfolio announcements. Hear about the power of partnerships.

Today’s Collaboration market is undergoing a digital and workplace transformation. In response, Cisco Partners need to ensure their sales team are engaged with their customer’s key decision makers and within new buying centers. The EMPOWER Workplace Transformation program enables and supports the delivery of increased long-term value across the entire customer lifecycle by following simple, practical and proven principles.

In this session you learn the Empower program can help you ncrease sales velocity and monetize services throughout the customer lifecycle.

A massive shift from on-premises PBXs to cloud alternatives is underway. The fastest growth is happening in the mid and large enterprise segments. To capitalize and grow business, partners need to deliver a complete and integrated collaboration experience. Learn how Webex gives you the advantage in capturing this once in a generation cloud UC migration revenue windfall. Find out about aggressive programs that will help you build profitable, recurring revenue streams in the large, growing cloud collaboration market.

The cloud contact center market is growing fast - a $10B recurring revenue opportunity by 2023. This brings enormous opportunities for Cisco partners. To expand your business, Cisco’s award-winning Webex Contact Center CCaaS can be integrated with your own offers, enabling you to tap into this explosive growth opportunity.

​Join Mark Leone, Business Development Manager at Cisco Contact Center, for this in-depth session on all the programs and tools in place to help partners create profitable differentiated solutions for your customers.

The advantages of enterprise calling and collaboration as a service are well documented. So what are the best practices you can adopt to help your customers get to the cloud, on a timeline that meets their strategic objectives, without disrupting their business?

Learn how to add cloud offers to on-premises deployments and migrate customers smoothly at their own pace. Upsell new cloud services, increase recurring revenues and be part of your customers cloud migration plan.

Learn how the Cisco Webex is uniquely positioned to complete against RingCentral, Zoom, and Microsoft Teams. Engage the Competitive War Room for additional help understand how to position Cisco Webex and ensure we are competitively positioned.

The rapidly evolving business climate continues to challenge our customers. These challenges require them to be nimble and establish very clear business and technical priorities. Through compelling value propositions, simplified offers, and competitive pricing, Cisco Partners are uniquely positioned to address these challenges while driving stickiness through long term agreements.

In this session, you will hear from a Cisco sales leader on how to apply these new and simplified offers to capture this large recurring revenue opportunity.

The way people work is changing, setting new demands on every workspace. Cisco devices and Webex Rooms provide a significant competitive advantage in advancing the hybrid workplace. With built-in intelligence, analytics, and a customizable platform that provides a 360-degree view, from the home office to the headquarters, you can deliver power experiences and insights to your customers across their entire work ecosystem. Join us to discover how you can grow revenue and differentiate as you help customers connect, collaborate, and optimize their transition to the new world of work.

Webex single platform advantage not only makes for the best-integrated user experience but the best IT admin experience because it's all your collaboration solutions together, including calling, messaging, meeting, and integrated devices. Webex Control Hub provides a single view to manage, control, and monitor the Webex collaboration platform. It helps you and your customers administer site and user settings, security and device management, and provides comprehensive real-time troubleshooting and diagnostics. Find out how to drive adoption of collaboration tools, lower your total cost of ownership, and delight your customers with Webex.

The cloud contact center market is growing exponentially and represents a $10B recurring revenue opportunity by 2023. With increased agility, flexibility, scale, and less capital investment, the cloud gives businesses access to feature innovation and velocity, and the ability to staff up and down as their business requires.

Cisco’s transformation of its contact center business, strategy, and portfolio has only just begun. Join leaders from the Cisco Contact Center team for this discussion on how Cisco is creating exciting new opportunities to help partners excel in the growing cloud contact center market.

Partners serving government organizations have a unique opportunity to lead their customers into the future. COVID accelerated the move to cloud, and government cloud adoption is continuing to grow. Learn about solutions built with the Webex SDK for legislatures, courts, and community monitoring that will open doors, or inspire your own development. For US Federal partners, see what’s new for Webex for Government FedRAMP.

DP Venkatesh, Global Strategic Partners Leader for Cisco Collaboration, will moderate a panel session with Cisco Collaboration partners World Wide Technology and Veracity Networks. Hear how organizations’ attitudes towards work are changing and reshaping the collaboration landscape and how its impacting buyer and end user preferences and expectations. Get a partner’s perspective on how they are adapting and responding to the new way of working.

Customers of all shapes and sizes have migrated to the Webex Cloud and now is the time for partners to go all-in on Cisco Webex. Webex Cloud technology brings your business innovation, flexibility, and agility paired with the security and global scalability you can expect with Cisco. Come hear the inside story about how our customers have decided to go all-in with Cisco Webex collaboration. Learn about their journey from decision to implementation and their insights about successful partner collaboration.

As enterprises look to migrate their collaboration workloads to the cloud, Cisco Webex Calling is a natural choice for that journey. Webex Calling offers a pure multi-tenant calling service that is available globally in more than 80 countries. It offers a complete collaboration experience for any workspace by integrating natively with Webex Meetings, messaging, Contact Center and devices portfolios - all managed securely from a single pane of glass management i.e. Control Hub.

Cisco Webex Control Hub provides partners the ability to manage customer instances at scale. ​ Partner Hub is your launching point for all your customer-centric workflows, including trials and subscription lifecycle management. Integrate via API’s to add value to your existing OSS/BSS.​

​Join us to hear the latest on Webex Control Hub innovations available to partners.​

Collaboration technology is critical now more than ever with end-user needs continuously evolving. Scientists collaborating on a new vaccine, doctors treating patients, teachers educating our next generation, frontline workers supporting the infrastructure that supports our daily lives and all who are working from home or the office—what do they have in common? They all need a secure, intelligent collaboration platform to support them in their day-to-day activities, Webex.

Webex is where work happens. Webex enables customers to chat, call, meet, and collaborate effectively, so they can focus on what matters most. Webex has the global network, the reliability, the most trusted collaboration solution for enterprises worldwide.


Business Solutions

In this session, industry veteran and widely recognized unified communications and collaboration expert, Jim Lundy, Founder, CEO and lead analyst at Aragon Research highlight trends, directions and vendor assessments in unified communication and collaboration, contact centers, digital work hubs, and collaboration AI. Jim provides a unique perspective on the strategic intersection of unified collaboration, contact centers, and AI and how this will transform business’s ability to deepen customer relationships, improve customer experiences and supercharge contact center and business productivity while dramatically lowering total costs.

The new era of work in the service industry demands that frontline professionals have digital and virtual capabilities to empower them to be more efficient, productive and collaborative. From oil rigs to manufacturing to public sector infrastructure - Cisco Webex Expert on Demand enables hands-free, voice-activated, real-time video collaboration between frontline workers and remote experts using the industry leading augmented reality, RealWear HMT-1 headset.

The solution enables real-time expertise on the job to enable the frontline to instantly troubleshoot, identify issues and solutions faster while lowering overall operating expenses.

Learn more about how Expert on Demand delivers the power of collaboration by connecting the frontline to the entire enterprise with Webex.

We’re entering a new era of work. The emergence of hybrid working has driven us to reimagine how people work, where they work and how work gets done. Organizations must now examine how to move forward — continuing to support remote working arrangements, ensuring a safe return to the office and reimagining the future workplace. Technology, especially collaboration technology, will be a key enabler. Join us to discover how Webex is powering the next-generation of work from the home office to the office and beyond.

When software and hardware are made by the same vendor – there's more control over the user experience. Whether it’s Webex meetings, phones, video devices or headsets – usability, and customer delight is at the core of the Cisco Webex. Analyst Brent Kelley puts Cisco to the test as he talks about usability and collaboration experience as he compares Cisco devices against the competition.

The first generation of cloud calling are not adequate for a real unified communication experience. Companies need a seamless experience that extends beyond the initial chat and VoIP solutions. Companies can learn about the new buying criteria for finding the most innovative UCaaS solution for their business.

Industry veteran, Bill Haskins, from Wainhouse Research explains the criteria that every IT leader should know before purchasing their next system.

​Bill will explain the features that should be included in a solution and the benefits that companies receive by choosing the right UCaaS solution. Bill Haskins will also outline how to prepare your team for a successful UCaaS deployment.

The new Webex single platform for government is built for public organizations around the globe combining calling, meetings, and messaging in a single app that works with intelligent Cisco devices and native security tools to enable you to work done when you're in the office, working remotely, or on the go.​

The Webex app, will allow customers to call, meet and message with one solution bringing market-leading Webex collaboration capabilities together for customers, partners, and vendors. By connecting cloud or on-premise Cisco calling services like Unified Communications Manager Cloud for Government (UCMC-G) or Unified Communications Manager (UCM) to the unified app, you can make calls from any device with your business number. In between calls and meetings, you can stay connected by chatting and sharing files with colleagues in dedicated and persistent team spaces. ​

You’ll be able to meet face to face instantly, one on one – or with your whole team. FedRAMP customers will be able to enjoy seamless integration with intelligent Webex Room devices and personal video devices like the DX-80. Proximity pairing capabilities such as pair/share and join/share will allow you to connect wirelessly to Webex devices to join meetings, present and share files and make calls. The Webex unified app will allow you to connect and simplify your organization’s communications with a single end to end collaboration service.

Today, healthcare organizations are navigating an increase in their remote workforces and a heightened awareness of safety measures as their workforce transitions back into the workplace. All while continuing to provide patient care while expanding telehealth and virtual care options. Jeffrey Sturman, Senior Vice President and Chief Information Officer, Memorial Health System, and Renee Patton, Cisco Global Director of Education and Healthcare will discuss how Memorial Health System keeps its campuses and doctors connected to effectively work together. Learn how they are innovating patient care and IT infrastructure today for an even better tomorrow.

We are in unprecedented times in Education. Schools are opening and then closing. Worldwide, 91% of students are being impacted by school closures, and 53% feel disengaged. It's more critical now than ever to reach students wherever they might be: at home, in classrooms, or in other locations, and to re-open campuses safely. Cisco Webex enables education institutions to deliver classes in-person, virtually, or a combination of both. Ignite student learning before, during and after class with Webex.

Join us to explore Webex for Education, hear how educators are using this technology, and learn how Cisco securely connects your classroom so students can learn anywhere, anytime.

Today, healthcare happens anywhere; in the hospital, at home, at school and on the road. Demand for telehealth and virtual care has never been higher for both patients and clinicians alike, which means it's more important than ever for healthcare providers to take advantage of digital healthcare solutions that enhance your patient care experience. ​

The future of both patient engagement and clinician experience starts with Webex technology. From working and collaborating remotely, virtually meeting over high-quality video with patients and specialists face-to-face or triaging patients remotely – Webex has you covered. Join us to learn how Webex helps you deliver the next evolution of virtual healthcare.

Businesses today are faced with a bewildering set of cloud collaboration solutions, and new single platform architectures are emerging as a leading choice for small, mid-market, and large enterprise buyers. Learn about the benefits of integrating unified communications and collaboration platforms. Nemertes Research's Irwin Lazaar, a highly respected and widely published expert compares the benefits and TCO of a multi-vendor versus single platform approach based on their most recent research.


Collaboration IT

Managing a multi-cluster Cisco Unified Communications Manager network just got a whole lot easier. Attend this session to find out how Webex Cloud-Connected UC brings the power of cloud to your Unified CM administrative experience.

Cloud-Connected UC provides a single pane of glass view of all your Unified CM systems from a cloud-based connection, accessible from Webex Control Hub.

Hear the latest on how Cloud-Connected UC brings new insights through an analytics and telemetry dashboard, to help optimize system performance and user experience. Discover the benefits and efficiencies you can get when your troubleshooting and upgrade management are cloud-connected. Get a confident start to your cloud journey.

Remote video conferencing is now a foundation for part of work. However, a video conferencing without great audio doesn't serve us well. Background noise impedes our ability to work from anywhere – home, café, parks, train stations, airports. Babblelabs, now a part of the Cisco Collaboration Intelligence team, brings remarkable AI wizardry to speech processing - dramatically improving speech comprehension in live collaboration experiences, across the the full range of Webex use-cases, software and devices. Come learn about the audio challenge and see demos of the magic coming to Webex.​

Collaboration technologies are a lifeline of every organization – and managing them is more important than ever. Today, it’s vital to have visibility into rich business insights, along with diagnostics to triage high-priority issues fast.

Webex Control Hub delivers a centralized, single pane of glass supporting all phases of the Service Lifecycle, from Configuration through Optimization, with a focus on analytics, interactive reports, and detailed insight to help understand how Webex services are used.

Join us as we discuss how you can identify user experience issues and troubleshoot them quickly. Also, understand how you can use analytics to track user adoption, measure your return on investment, and help your workforce be more productive.

With attractive cloud calling offerings being available customers are willing to transition existing on-premises calling implementations to benefit from the benefits of cloud calling. Transitioning the existing on-premises installation to the cloud is a fundamental part of an enterprise cloud strategy. Webex Calling enables workplace transformation without business disruption through partial migrations with seamless interworking between Webex Calling and the on-premises call control during the transition period. In this session we will discuss strategies for transition from Unified Communications Manager to Webex Calling covering interworking options, PSTN options, and user and device migration.

With today’s rapidly growing remote workplace, organizations are looking for a secure collaboration solution that provides high service quality and a superior meeting experience for their employees and customers. Cisco Webex is constantly innovating and evolving the Webex cloud platform to improve the user experience while saving costs, enhancing security, and improving your network performance.

Join us to learn the latest on Webex Edge Audio, Webex Edge Connect, and Webex Edge Video Mesh service offerings, and understand the differences between each service, the configuration requirements, and common deployment scenarios.

Today, IT admins are not only required to provide the best user experience, but they also have to manage other functions in a typical IT organization.

Cisco Webex Control Hub enables you to take charge of all Cisco Collaboration services. The new organization Health Tool in Control Hub provides a progress report of your deployment through a gamified scoring mechanism. Using intuitive, easy to understand, and insight driven action items, an admin can figure out how to best set up their organization, measure adoption and monitor performance.

Join us to learn how you can use Webex Control Hub as a coach to reduce setup times, self-diagnose adoption challenges, pinpoint quality issues and take actions to improve the user experience.

In this session, we will take you on the journey from Cisco Jabber to the Webex app. We will begin by highlighting the benefits of the Webex app over Cisco Jabber, and why you should join us on this journey today. The steps that can be taken to minimize change and impact to your admin processes and end users, will be covered. We will focus on a workload migration approach, where we take calling, messaging and meetings to the modular Webex app, so you are covered not matter what workloads you need today!

Now more than ever, IT administrators need to stay productive, however, whenever, and wherever they work. That’s why it’s critical to support them with a modern, unified experience across collaboration platforms, locations, and workflows. Webex Control Hub delivers on this promise across collaboration solutions with a single admin experience and improves productivity and efficiency through smarter and simpler workflows, whether your collaboration solution is on your premises or in the cloud.

Join us for a preview of upcoming capabilities for your on-premise collaboration deployments. We will discuss various capabilities such as in-app help and notifications, Meeting Site support, UCM, CMS and headset management, and much more.

Cisco collaboration brings a renewed focus to personalized user centric experiences leveraging cutting edge AI. Filter out the noise and focus on what matters most with Message Highlights. Find out how Webex Assistant has simplified booking in Webex Rooms. Capture every detail with real-time transcription and closed captioning during the meeting, as well as recordings and transcripts after the meeting. Introducing new ways to customize your conversations, not only for you, your employees but also your customers.

Real world collaboration includes working with people in different countries – with people outside of your company, and with contractors. Cisco’s built-in and optional extended security capabilities keep your data safe and protect your users in real-world collaboration scenarios.

Cisco Webex is the only company that enables secure cross-company collaboration – with the ability to create data loss prevention policies that protect users even when they collaborate across company lines – and anti-malware to protects you from files introduced by users outside of your company. Webex makes it easy to collaborate across borders – with no need to set up separate email handles. And Webex provides you with granular controls like ethical walls, space classifications and group policies that enable you to give different levels of access to different types of employees.

As more and more people transition to remote work for confidential meetings– it’s more important than ever to keep those meetings secure – whether you’re working on top secret code that won’t be revealed to the public for years or need to have a private conversation about financial or health care matters.

​Webex gives your the ability to control who attends the meetings, have private meetings that can be locked and the ability to expel unwanted attendees.

​Additionally for meetings that require an extra layer of security – Webex has been providing optional E2E encryption capabilities for over 12 years – giving you control over the encryption keys.