Cloud contact centers, with bots that know when to hand over.
Cloud work alongside the on-prem platforms: new Webex Contact Center tenants built from nothing, and digital channels on Webex Connect where chatbots and AI agents take the simple requests and pass everything else to a person who already has the context.
- Platform
- Webex Contact Center · Webex Connect · Engage
- Channels
- Voice · WhatsApp · web chat
- Languages
- Arabic and English, right to left
- Certified
- Cisco Webex Contact Center Expert, 2025
Standing up a tenant.
- 01Tenant and telephonyA new tenant, PSTN integration, numbers and entry points, so calls can actually arrive.
- 02People and teamsAgents, supervisors, teams, skills and queues, with the profiles and permissions that keep supervisors out of each other's reports.
- 03FlowsIVR and routing flows in the flow designer: menus, queue treatment, callbacks, business hours and holiday handling.
- 04Digital channelsWhatsApp and web chat through Webex Connect and Engage, sharing the same queues and the same reporting as voice.
Where the AI sits.
A bot is only useful if it knows its limits. The flows I build answer the repetitive questions, verify the customer where that is needed, and then hand over the moment the request stops being routine, carrying everything already collected into the agent's screen.
The customer never repeats themselves, the agent starts with context, and the containment rate is honest, because the handover is a designed step rather than a failure.
An invented example, not a client conversation.
Arabic is not an afterthought.
Most of the customers on these flows write in Arabic. That means right-to-left layouts in every template, careful handling of encodings between systems, and prompts and buttons that read naturally rather than being translated word for word. I have chased Arabic characters through import and export bugs more than once, and the lesson sticks: test the whole round trip, not just the screen.