In the rapidly evolving landscape of collaboration, the ability to maintain operational excellence at scale is the true differentiator for global enterprises.
For Cisco’s Collaboration Customer Success team, managing a billion-dollar book of business across international agencies requires more than just tools. It requires a seamless, secure, and intelligent ecosystem.
By deepening the partnership between Box and Webex, the Collaboration Customer Success team has transformed how we manage knowledge, drive adoption, and innovate through AI.
Key takeaways:
- Box and Webex give Cisco’s global Customer Success team a secure single source of truth that helps contractors work with consistent quality across regions
- Box AI turns years of stored knowledge into fast, usable insights, helping the team find answers quickly and reduce manual work
Together, Box and Webex are helping Cisco scale smarter by connecting content, AI, and workflows to improve customer support and decision-making
The challenge of global scale for Cisco’s Collaboration Customer Success team
Managing a high-volume market segment involves dozens of contractors across three global regions. As a result, the objective for Collaboration Customer Success was clear: Deliver the same level of professionalism, branding, and operational rigor that we do with our high-touch accounts, while maintaining a secure managed relationship with our third party vendors.
Box became the Webex foundation for this “single source of truth,” enabling consistent knowledge transfer.
We needed a centralized repository that could handle thousands of files, ranging from onboarding training and 30-60-90 day enablement plans to outbound email templates.
Box became the Webex foundation for this “single source of truth,” enabling consistent knowledge transfer nd ensuring that every contractor, regardless of their location, operates with a standardized level of precision.
Querying the past to power the future
As we scaled, the volume of data became a challenge. We were storing years of institutional knowledge in unstructured files. So when Box AI was introduced, we were early adopters.
The impact was immediate. Instead of hunting through endless threads or relying on fuzzy memories to make decisions, our team could query content directly. A prime example: a single PowerPoint file with more than 150 revisions. With Box AI, we can now query the history of that file to extract accurate metrics, moving from subjective opinions to data-driven insights in seconds.
Saving time and ensuring quality
The power of Box AI has inspired new ways of working. One of the Collaboration Customer Success program managers, Josh, began exploring “vibecoding,” using natural language to build customized prompts.
By leveraging the data stored in Box, Josh developed new automation workflows that integrated directly with our homegrown CRM. Now, the team can:
- Summarize account statuses for executive briefings
- Ingest Webex meeting summaries directly into CRM records
- Standardize success plansglobally
What started as a prototype became a native integration, saving our team countless hours of manual data entry and ensuring that our CRM remains a clean, high-fidelity record of customer health.
The next frontier: Compute-in-place
As we look toward the future, our focus is shifting to use cases where Box AI can assist in other programs that rely on unstructured data. Currently, we’re working closely with Box to integrate Box Hubs, AI-powered portals that gather intelligence from across multiple files or folders, letting users ask questions and get immediate answers with clear citations. Additionally, Box Hubs can integrate into an MCP-based workflow using Cisco’s homegrown LLM.
This represents a massive operational advantage: compute-in-place. Instead of “lifting and shifting” sensitive data into alternate storage locations, we can analyze our business content where it resides.
Instead of “lifting and shifting” sensitive data into alternate storage locations, we can analyze our business content where it resides.
We’re currently evaluating how Box AI can transform our unstructured customer feedback, such as quotes, observations, and anecdotal statements currently trapped in various spreadsheet trackers. Because this narrative data lacks traditional KPIs like Net Promoter Scores (NPS), it has historically been difficult to synthesize at scale.
By using Box AI to analyze this sentiment in place, we have been able to quickly distill raw feedback into actionable insights for our product managers. This allows them to make informed decisions about feature prioritization and roadmap strategy without the manual burden of data consolidation. This helps to ensure that our development efforts are always aligned with the true voice of the customer.
Equipping customers for success
By combining the storage and intelligence of Box with the communication power of Webex, we’ve built a framework that is repeatable, scalable, and ready for the next generation of AI-driven success.
As the Collaboration Customer Success team continues to refine our processes, we remain committed to one goal: ensuring our customers have the support they need, when they need it, powered by truly intelligent tools.
Learn about the Box Webex integration or explore more customer stories.
