Your Contact Center
Reimagined
NextPointe Contact Center powered by Cisco Webex — AI-driven queues, real-time analytics, and omnichannel support built for teams that move fast.
Webex Calling vs Customer Assist
NextPointe Contact Center includes everything in Webex Calling, plus the full Customer Assist layer on top.
Tools that empower every agent
Give your team real-time visibility, instant context, and AI assistance — all inside the Webex app.
Agents see live queue stats, identify high-volume moments, and join or leave queues on demand — all without leaving the Webex app.
Instantly surface caller information the moment a call comes in — name, history, account details — configured by admins to fit your workflow.
Agents select from pre-configured reasons after every call. Supervisors get ranked analytics on wrap-up usage directly in Control Hub.
Full visibility. Real control.
Supervisors get realtime and historical analytics in the Webex app — with the tools to step in when it matters most.
Live stats per queue, agent availability, longest wait times — plus historical trends, filtering by date and queue, and wrap-up analytics. All in one view.
See live call sentiment across all agents. Access AI summaries mid-call, then message, monitor, whisper, or barge to guide your team in real time.
Understand what customers are calling about at scale. Identify patterns, prepare staff proactively, and reduce call volume through smarter self-service.
Built-in AI. No extra setup.
Cisco Webex AI works natively across every feature — from the moment a call rings to post-call follow-up.
Answer every call.
Around the clock.
Deploy a 24/7 AI-powered receptionist that answers calls, resolves routine questions, schedules appointments, and transfers callers — all without human intervention.
- Answer calls automatically after hours and on weekends
- Handle FAQs, scheduling, and call transfers without agents
- Free your team to focus on high-value interactions
- Powered by the Webex AI Agent engine
Know why they’re calling
before you pick up.
Caller Intent surfaces a brief AI-generated summary of the caller’s likely need directly in the incoming call notification — giving agents context before the conversation starts.
- AI summary appears instantly in the call notification
- Pulls from prior conversations and AI Receptionist history
- Boosts first-call resolution and reduces handle time
- No agent action required — works automatically
The right answer,
right when you need it.
Context-aware response suggestions appear live inside the Webex app as customers speak. Agents get instant, relevant answers pulled directly from your knowledge base.
- Suggestions update in real time as the conversation evolves
- Answers sourced from your org’s knowledge base and support docs
- Helps new agents respond like veterans from day one
- Keeps conversations efficient and on track
Every call, captured.
Nothing slips through.
AI Call Summaries automatically generate after every interaction. Live summaries with notes and action items — and the ability to share them on transfer — are coming in H1 2026.
- Post-call AI summaries — available now
- Live in-call summaries with notes & action items — H1 2026
- Share summaries seamlessly on call transfer — H1 2026
- No manual note-taking required for agents
Beyond voice — SMS & WhatsApp
NextPointe Contact Center extends to text channels. Manage voice, SMS, and WhatsApp conversations from a single unified platform.
SMS Queues
Handle inbound text conversations routed through the same queue system as voice — all inside the Webex app.
WhatsApp Queues
Send and receive WhatsApp messages alongside SMS from a single interface. Read receipts included.
Conversation Notes
Add internal notes per customer conversation for team coordination and context continuity.
Agent Status Management
Available / Unavailable with custom reasons — consistent across all channels so supervisors always know agent capacity.
Ready to upgrade
your contact center?
Talk to the NextPointe team and get started with Webex Customer Assist today. We’ll walk you through everything.
Powered by Cisco Webex · Fully managed by NextPointe