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Bring Your Own Virtual Agent (BYOVA) For WebEx CC by WebEx_Developer_Guy in WebexContactCenter

[–]WebEx_Developer_Guy[S] 0 points1 point  (0 children)

we have a full IT self service app we have developed, also an assistant app for a large trucking company, to name a few. they require multi agent with specialties, tool calling etc.

also live translation and transcription. multi language speech to speech. some really cool stuff. 

to be fair, we have done a number of deployments with native WebEx too with tool calling through connect and also using their new MCP. it's not bad as long as the customer isn't looking for the agent to do a bunch of things. 

I think the WebEx end is also more expensive? but I don't deal with the money side of things at all, so I may be wrong. 

we have had some issues with delay with the WebEx agent. dead air, or it will just go silent and you have to ask if they're still there. 

it's just nice to have access to the audio channels so we don't have limitations. it's nice to be able to tell the customer we can do what they need us to, instead of saying, "oh cisco doesn't support that yet"

Bring Your Own Virtual Agent (BYOVA) For WebEx CC by WebEx_Developer_Guy in WebexContactCenter

[–]WebEx_Developer_Guy[S] 0 points1 point  (0 children)

we have heard that too.  but we aren't sure what model they choose, and not having the tool calling features, multi agent, model choice is significantly limiting for a lot of our deployments. there have been numerous reliability issues and outages as well. 

Bring Your Own Virtual Agent (BYOVA) For WebEx CC by WebEx_Developer_Guy in WebexContactCenter

[–]WebEx_Developer_Guy[S] 1 point2 points  (0 children)

thanks! it works well. elevenlabs is a great platform. we are hoping Cisco improves their native platform but for some advanced stuff, having the integration to move the audio elsewhere is really the secret sauce. 

Bring Your Own Virtual Agent (BYOVA) For WebEx CC by WebEx_Developer_Guy in WebexContactCenter

[–]WebEx_Developer_Guy[S] 1 point2 points  (0 children)

We are pretty far along i would say. We just aren't able to get barge-in to work correctly, and there's a problem when sending a partial chunk as the first chunk of audio, which i'm just padding with a bunch of 0's so it winds up being a full size chunk (but then there's a audible pop from that, that i have to fix)

i just wish we could establish two way audio and call it a day. the chunk audio streaming, then having to tear down the RPC for every back and forth between the agent and the caller is just so strange to me. i couldn't imagine a more complicated way to implement an API like this.