Enterprise Connect 2025 brought the usual buzz from everyone in the Collab and Contact Center Space. From AI and integrations in Contact Center to subtle hybrid work updates for meetings and chat, these announcements from the Collab giants continues to set to redefine how we collaborate in 2025…
Here’s everything you need to know from what Cisco and Microsoft announced.
Microsoft Teams – Key Takeaways:
- New Live chat widget rolling in out this spring for small businesses. This allows website visitors to chat with sales or customer support team in Microsoft Teams. There’s also a Live chat widget which will provides a dashboard for managing conversations, notifications for incoming chat requests, and an option to view previous customer interactions.
- Teams Chat will be getting a new @nearby feature that allows people to easily connect with other colleagues who are physically close by to them. This helps encourage face to face chats when people may not realise that colleagues are in the same or adjacent office.
- Teams meeting recap is now supported for webinars, and the limit for town halls has been increased to 50,000 attendees.
- Teams channels: Loop comes to Teams Channels by allowing users to add a Loop workspace tab to standard channels.
- On a security front, Teams has now introduced the automatic blocking of malicious files, detection of sensitive information during screen sharing. This used a combination of Defender and DLP.
- Teams Phone is getting new features like SMS messaging in US and Canada, as well as barge/whisper/monitor/takeover for team leads in groups and when using Call Queues.
- In Teams Rooms the new recommender feature will suggests suitable meeting rooms to facilitate easier in-person collaboration. The facilitator agent will also be coming to Teams Rooms (in preview now) to take notes for you in meeting which can co edited by attendees.
The big annoucement on the Microsoft Teams front was of course the annoucement of Teams Phone extensibility for Dynamics 365 Contact Center and for certified ISV solutions such as Luware which are coming soon public preview.
Cisco Webex – Key Takeaways
- Cisco who are firmly on the AI drive, unveiled their vision for agentic AI collaboration, alongside new AI-powered features for their Webex platform. They said general availability of their Webex AI Agent was due before Easter!
- Agents upgrade: with new features coming for Cisco AI Assistant for Webex Contact Center, including suggested responses and real-time transcription for agents.
- Teams Rooms: Cisco announced that AirPlay support on Cisco Devices in Microsoft Teams Rooms mode would also be coming soon.
- Line of Business Agent integration: The new Cisco AI Agents allow agents in Webex Contact Center to integrate with other enterprise apps like Sales force, Dynamics and ServiceNow to improve workflows and customer support with APIs and connectors. This will allow for workflows automation.
Read more.
https://www.webex.com/us/en/live-events/enterprise-connect-2025.html