Cloud-based platforms, omnichannel engagement, and artificial intelligence are redefining how institutions and enterprises interact with citizens and customers, raising expectations around availability, consistency, and service quality.
With extensive experience in large-scale contact center and customer experience projects, José Jordao, Business Unit Manager at Axians Portugal, shares Axians’ strategic vision for CCaaS, the role of Webex Contact Center by Cisco, and how technology integration and human interaction come together to deliver truly unified service without barriers.
Why has Webex become a strategic foundation for modern contact centers?
Webex has become a strategic foundation because it offers what modern contact centers need most: a cloud-native, secure, and highly scalable platform that evolves continuously and integrates seamlessly with Cisco’s communications ecosystem. Its strong compliance posture and unified omnichannel capabilities, spanning voice, digital channels, and Artificial Intelligence (AI) automation, make it suitable for any industry and for the wide range of clients we serve.
For Axians, adopting Webex reflects a deliberate commitment to partnering with the most innovative and proven technologies in the market, ensuring customers receive best-in-class experiences. By combining Webex’s capabilities with Axians’ integration expertise, organizations gain intelligent, flexible, and future-ready customer experience platforms.
Why develop a CCaaS offering today in a market shaped by chatbots, AI, and rising competition?
A CCaaS model is essential, especially in the public sector, where organizations face increasing interaction volumes and greater expectations for speed and flexibility. Public institutions must be able to scale to tens of thousands of monthly voice and digital interactions, integrate AI-driven automation, and maintain consistent service levels, something that is impractical with on-premises infrastructure. CCaaS accelerates innovation, simplifies updates, and supports conversational AI, enabling public services to meet citizen expectations.
How does Axians differentiate its Webex Contact Center offering through omnichannel and AI-enabled integration?
Axians differentiates itself through its ability to deeply integrate the Webex platform with each client’s infrastructure, systems, and business processes. True omnichannel continuity is preserved across all touchpoints, including voice, chat, messaging, email, and digital channels, ensuring that context is never lost.
AI, including voice and digital bots, allows automation from the first interaction. Axians rapidly delivers real-world use cases, from intent-based routing to ITSM and CRM integrations and low-code workflow design, ensuring technical robustness and smooth, continuous service evolution.
How does a flagship public sector use case demonstrate unified contact and service without barriers?
Large-scale Axians projects, whether public or private, demonstrate these principles by consolidating multiple services behind a single, unified point of contact and enabling seamless transitions across all channels.
This approach removes barriers for customers, accelerates response times, and ensures consistent experiences regardless of the service requested. The architecture delivered by Axians is modular and scalable, making it easy to replicate across different departments, regions, or business units, and proving its value as a repeatable blueprint for omnichannel transformation.
How does Axians enable convergence between technology and human interaction for an end-to-end experience?
Axians achieves this convergence by combining smart automation with effective human support. Bots manage triage, authentication, and data collection, while agents receive full contextual information to resolve issues faster and more accurately.
This is reinforced by strong governance, comprehensive reporting, continuous training, and dedicated support teams, ensuring the platform remains stable, efficient, and aligned with each organization’s strategic goals.
How will Webex Contact Center and CCaaS evolve to deliver seamless, AI-enhanced service without barriers?
Webex will continue to evolve with more advanced AI models, deeper cross-channel orchestration, and increasing proactivity in customer engagement. Future capabilities include richer messaging, integrated video, application-based workflows, and automation that extends across both front-office and back-office processes.
For Axians clients, this evolution means progressively unifying all customer interactions into a single, intelligent ecosystem that is secure, automated, and continuously improving, delivering true service without barriers.