An improved experience of Webex Customer Experience Essentials includes AI-powered tools that enhance customer assistance. We announced the launch of the improved experience, called Webex Calling Customer Assist, on March 18, 2025 at Enterprise Connect. All the associated resources, such as the admin portal, app, and documentation reflect the new naming convention from May 2025.

The following features will be added to Webex Calling Customer Assist in future releases:

  • AI Assistant for agents—AI Assistant provides real-time call summaries, action items, notes, transcriptions, and translations to agents.

  • Call sentiment for supervisors—AI-powered real-time call sentiment monitoring gives supervisors instant visibility into the sentiment of ongoing agent calls.

  • Advanced auto attendant—AI-powered speech recognition allows callers to navigate menus effortlessly using their voice. Text-to-speech helps easily create and change announcements, and multilevel menus provide improved navigation to ensure that customers are efficiently guided to their intended destination.

  • Click-to-call—A browser-based feature allows customers to connect with your organization directly through their web browser, makes it easier for them to call you.

With this improved experience, there’s no impact on:

  • Features or functionality—All existing features continue to work as they do today.

  • License—All the existing Customer Experience Essentials licenses, agents, supervisors, and queues automatically transition to Customer Assist, at no additional cost.

New experience updates

This improved experience brings the following changes:

  • Renaming across platforms—Partner Hub, Control Hub, User Hub, and Webex App refer to Customer Experience as Customer Assist.

    The name change appears in Control Hub across features such as Queue management under Services, Analytics, Reports, and License.

  • CSV import/export template—The Customer Experience Essentials header updates to Customer Assist. We recommend using the latest template when preparing the CSV import file. Uploading a CSV file with the old Customer Experience Essentials header results in an error.

  • Microsoft Teams integration—In Cisco Call integration with Microsoft Teams, the Customer Experience cross-launch option changes to Customer Assist.

  • Documentation—All related documentation reflects the new Customer Assist name.