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88%

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4.2 out of 5.

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Cisco Systems

Supporting Partner

Overview

Cisco is the global technology leader revolutionizing the way organizations connect and protect in the AI era. With industry leading AI-powered solutions and services, Cisco enables its customers, partners and communities to unlock innovation, enhance productivity and strengthen digital resilience.

Cisco.com

Sponsored Sessions

  • Yes
    IT Business Leader
    Agentforce Service
    Integration
    Intermediate
    Theater
    All Sessions
    Salesforce Events Mobile App required. Please bring your headphones and use Live Session Audio to hear audio and view captions.
    This session highlighted the integration of Cisco's WebEx platform with Salesforce to enhance customer engagement through AI-driven, omnichannel experiences. Key innovations included proactive customer outreach, AI-powered self-service, and seamless handoffs between automated systems and human agents, all backed by robust security measures. A demonstration showcased how WebEx AI agents and Salesforce's Service Cloud streamline customer interactions, reduce agent workload, and improve customer satisfaction through personalized, efficient support. Additionally, the session discussed a customer success story where a healthcare company leveraged this integration to reduce patient churn and improve agent efficiency by unifying disparate systems and adopting proactive communication strategies.
    <html><head></head><body><p>• The integration of Cisco's WebEx platform and Salesforce Service Cloud enables proactive customer communication, AI-powered self-service, and seamless omnichannel experiences to enhance customer satisfaction.</p><p>• A live demonstration showed how AI-driven tools like Einstein Copilot provide real-time insights, streamline agent workflows, and improve response times by automating repetitive tasks and enabling effective human-AI collaboration.</p><p>• A healthcare company reduced patient churn and enhanced agent productivity by adopting this unified solution, demonstrating the value of integrating CRM data with AI-powered contact center technologies.</p></body></html>
    https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987452679001hdxy
    Hear how Webex & Salesforce integration streamlines contact center workflows and breaks down silos.
    Explore the measurable impact of integration on agent performance, supervisor visibility, and overall CX quality.
    Get insights on how to use unified platforms for seamless, efficient, and connected customer journey management.
    <a href="https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987452679001hdxy">Report a Concern</a>
    Theater
    Live Session Audio Icon
    This session is first come, first seated. You do not have a reserved seat.
    Visible
    Yes
    Campground
    Moscone North
    4:00 p.m. Tuesday, Oct 14
    Tuesday, Oct 14
    Join us to see how Webex and Salesforce integration streamlines contact center workflows, boosts agent performance, and enhances CX — all within a connected Salesforce environment.

    , Sales Director, Cisco Systems, Inc.

    , CX Solutions Engineer, Cisco

    • Tuesday, Oct 144:30 PM - 4:50 PM PDT
  • Yes
    Operations
    Agentforce Service
    Integration
    Intermediate
    Theater
    All Sessions
    Salesforce Events Mobile App required. Please bring your headphones and use Live Session Audio to hear audio and view captions.
    This session explored the integration of AI and data-driven solutions to enhance customer experience, emphasizing the importance of context and personalization in every interaction. The speaker highlighted the challenges of traditional AI implementations, such as containment rates that often worsen customer satisfaction, and introduced the concept of active data, which captures real-time customer sentiment and behavior. A new AI-powered concierge agent was unveiled, designed to orchestrate complex, multi-agent systems while maintaining context and ensuring seamless interactions across channels. The session concluded with real-world examples, including a senior care facility's successful deployment of AI for appointment rescheduling, demonstrating the tangible impact of AI on both operational efficiency and customer satisfaction metrics like CSat and NPS.
    <html><head></head><body><p>• Active data, which captures real-time customer sentiment and context, is vital for delivering personalized and predictive customer experiences.</p><p>• The newly introduced AI concierge agent orchestrates multi-system and multi-agent interactions, enabling seamless customer journeys with proactive and human-like engagement.</p><p>• A successful case study demonstrated how AI improved customer satisfaction and operational efficiency, with a senior care facility achieving a 4.06 out of 5 willingness to use AI among a demographic aged 55 to 91.</p></body></html>
    https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987451912001hlIV
    Identify AI challenges and opportunities to enhance CX through proactive engagement via digital channels.
    Explore strategies to integrate AI in CX initiatives to drive meaningful, measurable outcomes with best practices.
    Hear actionable ideas to develop CX strategies to build lasting loyalty and deliver sustained business value.
    <a href="https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987451912001hlIV">Report a Concern</a>
    Theater
    Live Session Audio Icon
    This session is first come, first seated. You do not have a reserved seat.
    Visible
    Yes
    Moscone South
    Content Pavilion
    8:00 a.m. Thursday, Oct 16
    Thursday, Oct 16
    Discover how to create standout customer experiences by blending proactive engagement, digital channels, and AI. This session explores where to start, key challenges, and strategies for real results.

    , VP/COO, Webex Customer Experience, Cisco

    • Thursday, Oct 168:30 AM - 8:50 AM PDT

    • Every year, Dreamforce exceeds my expectations in value and actionable takeaways — it’s truly worth every minute.

    Ali Waguespack

    Senior Delivery Manager, Kicksaw