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Presales Reference

WxCC Demo Guides

Step-by-step guides for demonstrating key Webex Contact Center use cases. Open a card to see exactly what you need and what to do.

Tier 1 — Lead with these
Demo Details

Demonstrate Webex AI Agent handling a patient inquiry end-to-end without a live agent, then handing off seamlessly with full context intact.

Objective
Show that routine interactions — appointment lookups, prescription refill requests, billing questions — can be fully resolved by AI, freeing agents for complex cases.
Steps
  1. 1Call the inbound number. Let the AI Agent greet the caller and present self-service options.
  2. 2Choose a common use case (e.g. "Check my appointment"). Walk through the natural language conversation — no menu presses.
  3. 3Show the AI Agent confirming and resolving the request without agent involvement. Pause here — let it land.
  4. 4Place a second call and request something the bot can't resolve. Show the escalation to a live agent, with full conversation transcript pre-loaded on the agent desktop.
  5. 5Highlight the zero repeat context — the agent already knows why the patient called.
Talk Track Tips
→Lead with the stat: healthcare contact centers handle 60–70% repeat, routine calls. AI Agents handle those.
→Emphasise no-code flow building — clinical or ops staff can update the bot without IT.
→If the audience includes IT, show the webhook/API integration point where the bot pulls live patient data.
Demo Details

Show how Webex AI surfaces real-time suggestions, transcribes the call live, and generates a post-call summary automatically — reducing handle time and after-call work.

Objective
Prove that AI makes every agent perform like your best agent, and eliminates the manual burden of note-taking and wrap-up.
Steps
  1. 1Log in as the agent and set status to Available. Connect an inbound call. Draw attention to the live transcription panel — show it updating word-by-word in real time.
  2. 2As the caller mentions a topic (e.g. billing dispute), point out Agent Answers surfacing relevant KB articles and suggested responses automatically.
  3. 3Have the agent use a suggested response. Show how it reduces dead air and keeps the conversation moving.
  4. 4End the call and immediately show the auto-generated call summary — sentiment, key topics, action items — populated before the agent touches wrap-up.
  5. 5Show the summary written to the CRM/patient record with one click.
Talk Track Tips
→Quantify it: average after-call work runs 60–90 seconds per call. Auto-summary eliminates most of it.
→For healthcare audiences, stress that the transcript is the compliance record — no more manual note disputes.
→If the audience pushes back on accuracy, show the agent can edit the summary before saving — AI assists, agent confirms.
Demo Details

Walk through the full agent desktop experience — from logging in and going available, to handling a call, transferring, and wrapping up.

Objective
Show how intuitive and unified the agent desktop is, and how it reduces the tool-switching and screen chaos that agents deal with today.
Steps
  1. 1Open the Webex CC Agent Desktop and log in as the agent. Show the single-browser experience — no separate softphone, no multiple apps.
  2. 2Set status to Available. Accept an inbound call and show the screen pop pulling patient/caller data immediately.
  3. 3Show the interaction controls — hold, mute, transfer, conference — and execute a warm transfer to a specialist queue.
  4. 4Show handling a second channel simultaneously (chat or email) in the same desktop without dropping the call.
  5. 5Complete wrap-up: select disposition code, add notes, close. Show how fast the cycle is.
Talk Track Tips
→Ask the audience how many applications their agents use today. Then show how many you just replaced.
→Highlight the desktop is fully customisable — widgets, layouts, and integrations can be tailored per team.
→If they're on Finesse today, draw the direct contrast — same concept, radically simpler.
Demo Details

Show supervisors their real-time command centre — live queue stats, agent states, and the ability to intervene in calls directly from the browser.

Objective
Give supervisors confidence they can manage their floor without leaving their desk or relying on lagged reports.
Steps
  1. 1Log in as the supervisor. Show the live queue panel — calls waiting, average wait time, agents available — all updating in real time.
  2. 2Click into an active agent. Show their current call duration, channel, and state.
  3. 3Demonstrate silent monitoring — join the call without the agent or caller knowing. Then switch to whisper coaching — speak only to the agent.
  4. 4Show barge-in — join the call as a full participant when needed.
  5. 5Pull up the team performance panel — show which agents are in after-call work too long, and reassign or message them directly.
Talk Track Tips
→Ask supervisors: "How do you currently know if a call is going badly?" — then show barge/whisper as the answer.
→Highlight that all of this works for remote and hybrid teams — no physical floor required.
→For larger orgs, show multi-team or multi-site views in the same dashboard.
Tier 2 — Supporting Use Cases
Demo Details

Demonstrate the visual drag-and-drop flow designer — showing how routing logic, IVR menus, and call treatments are built and changed without coding or vendor tickets.

Objective
Replace the fear of "it takes 6 weeks and a change request to update our IVR" with a live demonstration of a change made in minutes.
Steps
  1. 1Open Webex CC Flow Designer and load the demo flow. Highlight how readable it is visually.
  2. 2Make a live change: add a new menu option (e.g. "Press 4 for pharmacy") by dragging a node and wiring it up.
  3. 3Show a business hours condition — open hours route to queue, after-hours route to voicemail or callback.
  4. 4Publish the flow and call the inbound number immediately to prove the change is live. This moment always lands.
  5. 5Show a HTTP Request node — explain this is how the flow talks to Epic, Salesforce, or any API in real time.
Talk Track Tips
→The live publish-and-call moment is the demo's best surprise. Build to it.
→Ask: "Who owns your IVR changes today?" — then show they could own it themselves.
→For technical audiences, open the HTTP node and show the JSON request/response to an external API.
Demo Details

Show how voice, chat, and email interactions all route through the same engine and land in a unified agent desktop — no channel silos.

Objective
Address the "our patients want to chat and text, not just call" objection with a live demonstration of channels working together.
Steps
  1. 1Open the patient portal demo page and initiate a chat as the patient.
  2. 2On the agent desktop, show the chat interaction arriving in the same queue view as voice — same routing rules, same agent pool.
  3. 3Accept the chat. Show the agent handling it while simultaneously on a voice call — demonstrate concurrent interaction capacity.
  4. 4Escalate the chat to a voice call — show the transition is seamless and the chat history carries over.
  5. 5Pull up the supervisor view and show all channels represented in the same real-time dashboard.
Talk Track Tips
→Many healthcare orgs are voice-only today. Frame this as where their patients already are.
→Emphasise that routing rules are shared — one place to manage skills, priority, and overflow across all channels.
Demo Details

Show how patients are offered a callback instead of waiting on hold, and how the system manages that promise reliably.

Objective
Directly address one of healthcare's biggest patient satisfaction pain points — hold time — with a concrete, working solution.
Steps
  1. 1Call the inbound number during a simulated busy period. Have the IVR announce the estimated wait time and offer a callback option.
  2. 2Accept the callback. Show the caller's position held in queue — they hang up but don't lose their place.
  3. 3On the supervisor dashboard, show the callback request in the queue alongside live calls.
  4. 4When the agent becomes available, show the system dialling the patient back automatically and the call connecting.
  5. 5Show the agent desktop pre-populated with the original callback reason so the patient doesn't have to repeat themselves.
Talk Track Tips
→Ask the room: "What's your current HCAHPS score for wait time?" — callback directly moves that metric.
→Mention scheduled callbacks — patients can pick a specific time slot, not just "as soon as possible."
Tier 3 — Targeted Buyers
Demo Details

Walk through Cisco Analyzer — real-time dashboards and historical reports — showing the depth of data available out of the box.

Objective
Give ops and data buyers confidence that they'll have the visibility they need without needing a custom BI tool from day one.
Steps
  1. 1Log in as the supervisor and open Cisco Analyzer. Start with a real-time dashboard — show live call volume, SLA, and agent state widgets.
  2. 2Switch to historical. Pull a queue performance report for the last 30 days — show abandonment rate, AHT, and FCR trends.
  3. 3Show how to filter by team, queue, or time range — demonstrate the self-service nature of the tool.
  4. 4Create a custom visualisation by dragging a new metric onto a dashboard. Save and share it.
  5. 5Show scheduled report delivery — a report emailed to leadership every Monday morning, automatically.
Talk Track Tips
→Ask: "How do you get your contact centre reports today?" — manual exports and spreadsheets is the usual answer.
→Mention the API — data can be pushed to Power BI, Tableau, or any existing BI tool if needed.
Demo Details

Demonstrate how Webex CC connects to the tools healthcare organisations already run — Epic, Salesforce Health Cloud, and Microsoft Teams.

Objective
Remove the "but will it work with our systems?" objection by showing live integrations with the platforms they already own.
Steps
  1. 1Call the inbound number. Show the Epic screen pop on the agent desktop — patient name, MRN, last appointment, and open cases — surfaced automatically from caller ID.
  2. 2Show the agent updating a Salesforce case directly from the agent desktop widget — no tab switching.
  3. 3Show Teams presence integration — the agent can see if a specialist is available in Teams and transfer the call to them directly.
  4. 4Open the Flow Designer HTTP node — briefly show how any REST API integration is configured (for IT audiences).
Talk Track Tips
→Ask before the demo which systems they use — tailor this section to show exactly their stack.
→Epic screen pop is almost always the biggest reaction from healthcare audiences. Lead with it.
→For Teams-heavy orgs, the presence and transfer integration removes a key objection to moving off UCCE.
Demo Details

Show call recording, quality scoring workflows, and how supervisors use recordings to coach agents — all within the Webex CC platform.

Objective
Address compliance requirements and agent development needs in a single platform, eliminating the need for a separate QM tool.
Steps
  1. 1Log in as the supervisor and navigate to the recording library. Find a recent call and play it back — show the waveform, transcript, and metadata side by side.
  2. 2Open a quality scorecard. Walk through scoring a call — compliance checklist, soft skills, resolution quality.
  3. 3Show the agent coaching workflow — supervisor attaches a note and a specific clip timestamp, agent receives it in their desktop.
  4. 4Show retention and access controls — recordings stored per policy, accessible only to authorised roles. Key for HIPAA conversations.
Talk Track Tips
→For healthcare, frame recording retention as a compliance requirement, not just a nice-to-have.
→Ask if they currently have a separate QM platform — if yes, position this as a consolidation opportunity.
→The AI-generated transcript on the recording playback is a natural bridge back to the AI Assist story.