·
3 minute read
The Brief: Cisco introduces Webex Calling Hybrid, a solution that extends Webex Calling cloud capabilities to organizations running Cisco Unified Communications Manager (UCM).
Designed for enterprises that require on-premises calling due to reliability, security, or compliance needs, the hybrid model allows customers to retain UCM while accessing cloud-based services through a Webex Calling trunk.
Webex Calling Hybrid supports modular deployment and introduces capabilities such as cloud PSTN, centralized cloud administration through Control Hub, AI-powered calling features, enterprise mobility with Webex Go, enhanced customer queueing, and core enterprise calling services delivered from the cloud.
The solution enables organizations to modernize calling environments without fully migrating to the cloud, while preserving existing UCM investments.
Discover full details of the announcement about Webex Calling Hybrid at blog.webex.com.
Source: WebexWebex Calling Hybrid Extends Cloud Capabilities To Cisco UCM Environments
Analyst Perspective: Webex Calling Hybrid shows Cisco taking a practical view of the constraints and priorities enterprises manage every day.
Many organizations operate mature UCM environments that meet strict uptime, security, and compliance expectations, making full cloud migration impractical. Through extending cloud capabilities into these environments, Cisco enables modernization without forcing architectural change.
The modular nature of the hybrid portfolio allows organizations to activate specific services based on operational readiness rather than broad transformation timelines. This approach supports continuity while introducing cloud-driven efficiency in targeted areas.
Control Hub brings everything together under one management experience, making it easier to oversee mixed environments. Instead of forcing rapid change, the model supports steady progress while respecting the operational realities enterprises face.
Preserving On-Premises Reliability While Accessing Cloud Innovations
For organizations that rely on Cisco UCM for mission-critical calling, Webex Calling Hybrid opens the door to cloud innovation without forcing a major overhaul.
Teams keep the on-premises system they trust, while adding cloud services where they make the most sense. This model fits especially well in regulated industries where compliance and data residency matter. Cloud capabilities can roll out gradually, helping reduce pressure on existing telephony infrastructure.
Control Hub plays a central role, offering one place to manage users, features, analytics, and troubleshooting across environments. This makes it easier to adopt modern capabilities without compromising reliability, security, or operational confidence that enterprises expect.
Source: WebexAI-Powered Enhancements for Productivity and Customer Experience
AI plays an important role in how Webex Calling Hybrid improves calling experiences for both employees and customers.
For instance, AI Receptionist takes on repetitive front-line tasks, handling inbound calls and routing requests without manual intervention. At the same time, AI Assistant for Webex Calling supports users during and after conversations with real-time insights, summaries, and clearly defined action items. Meanwhile, Customer-facing teams benefit from Webex Calling Customer Assist, which provides queue awareness, sentiment indicators, and suggested responses directly in the Webex app.
These AI capabilities are designed to fit naturally into existing workflows rather than disrupt them. By keeping intelligence embedded in familiar tools, Cisco helps organizations increase productivity, maintain consistency, and deliver more responsive service while continuing to rely on the trusted UCM platform.
Flexible Cloud Services and Enterprise Mobility
Flexibility is a defining element of Webex Calling Hybrid, particularly in how organizations approach cloud calling and mobility. With Cloud PSTN, businesses can reduce reliance on on-premises systems and support global operations through certified providers.
Webex Go extends enterprise calling to mobile devices, allowing users to place and receive business calls using their native phone dialer. When needed, calls can transition smoothly into Webex meetings.
At the same time, core services like IVR, voicemail, auto attendant, and recording shift to the cloud, making scaling far more efficient. This combination streamlines operations, supports a more mobile workforce, and helps control costs, all while maintaining UCM as the reliable core of the calling environment.
Modernizing Enterprise Communications with Hybrid Flexibility
Cisco’s existing communications portfolio forms a cohesive ecosystem that makes Webex Calling Hybrid a natural extension of its offerings.
Through addressing pain points such as infrastructure complexity, compliance constraints, and slow adoption of cloud innovation, the hybrid model is well-suited for enterprises seeking gradual modernization.
Organizations Poised to Gain
Webex Calling Hybrid is particularly valuable for organizations that must balance reliability, security, and compliance with modernization efforts. Customers who stand to gain the most include:
- Finance & Banking: Organizations requiring strict regulatory compliance and uninterrupted calling services
Healthcare & Life Sciences: Hospitals, clinics, and research institutions where secure, reliable communication is critical - Government & Public Sector: Agencies managing sensitive data and complex operational requirements
- Retail & Manufacturing: Enterprises with distributed operations needing consistent connectivity across locations
- Global Enterprises: Companies operating across multiple regions with varying compliance regulations
Challenges and Mitigation for Hybrid Adoption
Switching to a hybrid model comes with its hurdles—think legacy systems, compliance checks, and policy alignment.
The good news? Phased deployment and modular options, managed through Control Hub, let organizations adopt new features gradually, keeping everything running smoothly without disrupting day-to-day operations.
What’s Next
The next phase for Webex Calling Hybrid will likely focus on broadening AI capabilities and enhancing cloud integration for enterprise calling. Cisco may introduce additional automation for administrative tasks, improved reporting, and new tools for workforce productivity.
Expect ongoing updates to cloud PSTN, mobile calling with Webex Go, and customer queueing solutions to support complex operations across industries. Organizations may also see more granular deployment options, allowing hybrid features to be activated site-by-site or user-by-user with minimal disruption.
Receive timely updates and expert perspectives on workplace communication and collaboration. Subscribe to our newsletter to stay informed and make smarter decisions.
