Voicea (now part of Cisco Webex) - Detailed Review
Productivity Tools
Voicea (now part of Cisco Webex) - Product Overview
Introduction to Voicea (now part of Cisco Webex)
Voicea, now integrated into Cisco Webex, is a significant addition to the Webex suite of productivity tools, particularly in the AI-driven category. Here’s a brief overview of its primary function, target audience, and key features.Primary Function
Voicea’s main function is to provide real-time voice transcription and AI-driven meeting assistance. This technology is aimed at enhancing collaboration and productivity within meetings and other collaborative environments.Target Audience
The primary target audience for Voicea includes users of Cisco Webex, which encompasses a broad range of professionals and organizations. This includes teams using Webex Meetings, Webex Calling, and Webex Contact Center. Additionally, it caters to users who need advanced collaboration tools, such as those in corporate settings, remote teams, and any organization relying on video conferencing and collaboration software.Key Features
Real-Time Transcription
Voicea provides real-time transcription of meetings, ensuring that all discussions are accurately captured and easily accessible.Meeting Summaries and Highlights
The AI assistant, known as EVA, generates meeting summaries and highlights key points, making it easier to review and follow up on important items.Action Items and Notes
Voicea allows users to create action items, set reminders, and share links directly into various task management and collaboration tools like Slack, Microsoft Teams, and Trello.Integration with Webex
Voicea is being integrated into the Webex cloud, enhancing the security and functionality of the Webex suite. This includes potential integrations with other AI features like facial recognition to identify speakers in meeting transcripts.Accessibility Features
The Webex Assistant, powered by Voicea, offers closed-captioning and real-time transcripts, which are particularly beneficial for hearing-impaired participants.Voice Commands
Users can control various meeting tasks using voice commands with the Webex Assistant, such as booking a room, extending a meeting, and creating action items. By integrating Voicea into Webex, Cisco aims to enhance the collaborative experience, improve productivity, and provide more inclusive and accessible meeting solutions. Voicea (now part of Cisco Webex) - User Interface and Experience
User Interface and Experience
The user interface and experience of Voicea, now integrated into Cisco Webex, are centered around enhancing productivity and simplifying collaboration through AI-driven features.
Voice Commands and Automation
The Webex Assistant, powered by Voicea’s automated speech recognition engine, allows users to interact with the system using voice commands. This is initiated by the wake word “OK Webex,” which prompts the assistant to respond visually and audibly. Users can command the assistant to perform various tasks such as creating action items, booking a room, extending a meeting, and more. This hands-free control enables a safe and touchless work environment, making it easier to manage meetings without manual intervention.
Real-Time Transcripts and Closed-Captioning
The interface provides real-time transcripts and closed-captioning, which are particularly beneficial for hearing-impaired participants. These features ensure that all details of the meeting are captured and can be reviewed later, enhancing accuracy and record-keeping.
Meeting Highlights and Notes
Users can capture meeting highlights in multiple ways, including voice-activated trigger words, selecting and highlighting text, and using voice commands. This feature helps in summarizing key points and action items, ensuring that important information is not missed.
Customization
The Webex Assistant allows for customization through “Webex Assistant skills,” which enable organizations to create specific commands tailored to their business needs. This can be done in collaboration with third-party developers and partners, making the interface adaptable to various user requirements.
Accessibility and Productivity
The interface is designed to be highly accessible, with features like closed-captioning and post-meeting editing and distribution of notes and highlights. This enhances productivity by allowing users to focus on the discussion rather than taking notes, and it ensures that all participants, including those with hearing impairments, can fully engage with the meeting content.
Overall User Experience
The overall user experience is streamlined and intuitive, with a focus on automating mundane tasks to free up users’ time for more critical interactions. The AI-powered features ensure that meetings are more efficient, and the follow-up actions are well-documented and easily accessible. This results in a more engaging and productive meeting experience, where users can interact naturally without the need for manual note-taking or other administrative tasks.
Conclusion
In summary, the user interface of Voicea within Cisco Webex is user-friendly, highly automated, and focused on enhancing collaboration and productivity. It offers a seamless and inclusive experience, making it easier for users to engage effectively in meetings.
Voicea (now part of Cisco Webex) - Key Features and Functionality
The Integration of Voicea into Cisco Webex
The integration of Voicea into Cisco Webex brings several key features that significantly enhance productivity and collaboration, all driven by advanced AI technologies.
Real-Time Transcription
Voicea’s AI engine provides real-time transcription of meetings, which is now a part of the Webex suite, starting with Webex Meetings and extending to Webex Calling and Webex Contact Center. This feature allows users to see a live transcript of the conversation, making it easier to follow and reference key points discussed during the meeting.
Meeting Summaries and Highlights
The AI assistant, known as EVA, generates meeting summaries and highlights important items that require follow-up. This automation helps users quickly identify action items and key decisions made during the meeting, saving time and ensuring nothing is missed.
Task Management and Integration
EVA can integrate with various task management and collaboration tools such as Slack, Microsoft Teams, Confluence, Zendesk, Trello, and Zapier. Users can command EVA to create tasks, set reminders, and share links directly into these third-party apps, streamlining their workflow and enhancing productivity.
Facial Recognition and Speaker Identification
By combining Voicea’s transcription capabilities with Webex’s existing AI features, such as facial recognition, the system can identify who is speaking in meeting transcripts. This feature enhances the accuracy and usefulness of the meeting records, making it clearer who said what during the discussion.
Voice Commands and Automation
The Webex Assistant, powered by Voicea’s technology, allows users to automate common collaboration tasks using voice commands. For example, users can book a room, extend a meeting, or take notes with simple voice instructions, freeing them to focus on the meeting itself.
Closed-Captioning and Post-Meeting Editing
The Webex Assistant also provides closed-captioning during meetings and allows for post-meeting editing and distribution of transcripts, notes, and action items. This ensures that all meeting content is accessible and can be reviewed or shared easily after the meeting.
Security and Infrastructure
Voicea’s technology is being moved to the Webex cloud, a global network of more than two dozen data centers. This transition is expected to enhance the security of the meeting records generated by Voicea, providing a more secure environment for sensitive information.
Benefits
- Increased Efficiency: Real-time transcription and automated task management save time and streamline workflows.
- Accessibility: The features provide an alternative for users with disabilities, making technology more inclusive.
- Multitasking: Users can perform tasks hands-free, allowing them to focus on other activities during meetings.
- Enhanced Collaboration: Clearer meeting records and automated summaries improve collaboration by ensuring all participants are on the same page.
These features, integrated into the Webex platform, leverage AI to make meetings more productive, efficient, and accessible, aligning with Cisco’s goal of enhancing “cognitive collaboration” through advanced AI capabilities.
Voicea (now part of Cisco Webex) - Performance and Accuracy
Performance and Accuracy
Voicea, as part of Cisco Webex, has made significant strides in speech recognition and transcription accuracy. Here are some key points:Speech Enhancement and Noise Reduction
Speech Enhancement and Noise Reduction: Cisco Webex Meetings, leveraging Voicea technology, has demonstrated superior performance in removing noise and reverberation compared to other video conferencing systems like Zoom and Microsoft Teams. This is achieved through advanced speech enhancement algorithms that have improved speech quality more than 2X and reduced computing requirements significantly.Transcription Accuracy
Transcription Accuracy: The Automated Speech Recognition (ASR) engine used by Webex has shown continuous improvement in transcription accuracy. For instance, the Word Error Rate (WER) has seen a 36% incremental improvement from June 2020 to February 2022. This engine is optimized for video conferencing, which differs from other speech recognition use cases like phone calls or voice assistants.Real-Time Transcription and Translation
Real-Time Transcription and Translation: Webex offers real-time closed captions, transcription, and translation capabilities, supporting over 100 languages. This enhances the inclusivity and accessibility of meetings, making them more engaging for participants from diverse linguistic backgrounds.Limitations and Areas for Improvement
Despite the advancements, there are several areas where Voicea and Webex could improve:Technical Difficulties and Glitches
Technical Difficulties and Glitches: Like any AI-driven system, Voicea can experience technical issues that disrupt meetings or calls. Ensuring high reliability and providing adequate support for troubleshooting are crucial to maintain seamless operations.Language and Accent Recognition
Language and Accent Recognition: While the system has improved significantly, it still faces challenges with recognizing and interpreting diverse accents and languages. Continuous updates and training on a wide variety of accents and languages are necessary to enhance accuracy.Privacy Concerns
Privacy Concerns: Collecting and analyzing customer data raises ethical and legal concerns. Ensuring compliance with data protection regulations and prioritizing customer privacy is essential.Scripted Conversations and Personalization
Scripted Conversations and Personalization: Voice AI systems, including those in Webex, often rely on scripted conversations, which can lack the flexibility and personal touch of human interactions. Improving the ability to adapt to individual preferences and unique circumstances is vital for building stronger customer relationships.Emotional Intelligence
Emotional Intelligence: Voice AI systems struggle to empathize or comprehend complex emotions, which can hinder the establishment of genuine connections with customers. Addressing this limitation could enhance the overall effectiveness of interactions. In summary, Voicea, as part of Cisco Webex, offers high-performance speech recognition and transcription capabilities, but it is important to address the technical, linguistic, and personalization challenges to further enhance its effectiveness and user experience. Voicea (now part of Cisco Webex) - Pricing and Plans
The Pricing Structure for Cisco Webex
The pricing structure for Cisco Webex, which includes the features formerly associated with Voicea, is organized into several plans, each with distinct features and pricing.
Webex Call Plan
Price
$15.30 per license per month.
Features
- Unlimited VoIP local and long-distance cloud calling with HD audio.
- International calling with per-minute billing.
- 6-way conference calling.
- Auto attendant with extensions.
- Visual voicemail (available in the Control Hub dashboard only).
- Call waiting, hold, transfer, and forwarding.
- Contact list management.
- Video meeting features including desktop and mobile app usage, breakout rooms, screen sharing, meeting waiting room, and more.
- Collaboration features such as team chat messaging, public/private channels, audio messaging, user presence, and file sharing.
- Security features including end-to-end encrypted meetings and HIPAA compliance.
Webex Suite Meet Call Plan
Price
$22.50 per license per month.
Features
- All features from the Webex Call Plan.
- Additional video meeting features: 24-hour meetings with up to 200 participants, 10GB cloud meeting storage, closed captioning, meeting highlights, live polling/Q&A, toll dial-in access, post-meeting transcript, and more.
- Enhanced collaboration features: ability to add/remove participants from messaging workspace.
- Additional security features: encrypted cloud recordings.
Webex Enterprise Plan
Price
Custom pricing, contact sales for details.
Features
- All features from the Webex Suite Meet Call Plan.
- Advanced voice calling features: call barging, call queueing, call routing, call recording, customer callback, skills-based routing, advanced IVR, and more.
- Enhanced video meeting features: up to 1,000 meeting participants, local and unlimited cloud meeting recording, meeting live streaming to YouTube/Facebook Live, simultaneous interpretations.
- Additional collaboration features: Webex APIs, Webex Go access.
- Advanced security features: dedicated account representative, FedRAMP authorization, enterprise-grade custom retention policies for messages/files.
Free Option
Webex Free Plan
Price
Free.
Features
Unlimited meetings up to 40 minutes per meeting, up to 100 attendees per meeting, screen sharing with annotation, unlimited whiteboards, local recording, calendar service integration, advanced noise cancellation, unlimited messaging, and basic security features. This plan does not require a credit card and has no surprise charges.
Each plan is designed to cater to different business needs, from basic calling and meeting requirements to more advanced and enterprise-level features.
Voicea (now part of Cisco Webex) - Integration and Compatibility
Integration with Webex Calling
Voicea, as part of the Webex ecosystem, integrates seamlessly with Cisco Webex Calling, a cloud-based phone system. This integration allows for advanced call recording and compliance features. For instance, Eleveo, a certified recording provider, can integrate with Webex Calling to record communications using a cloud-based active recorder. This setup involves configuring the Cisco Webex Control Hub to designate Eleveo as the recording provider and specifying which users are to be recorded. The Webex Calling platform then sends copies of all calls to the Eleveo Recorder via the SIPREC protocol.Compatibility Across Devices
Webex Calling supports a wide range of devices, including the Webex App for desktop and mobile, Cisco IP phones, Cisco Desk devices, and Cisco Room systems. This ensures that users can access and utilize Webex features across various platforms and devices, enhancing collaboration and communication.AI-Driven Capabilities
The Webex Collaboration AI Portfolio includes several AI-driven features that enhance the collaboration experience. These features include audio intelligence (noise removal, music mode, and voice optimization), language intelligence, camera intelligence, and collaboration insights. These capabilities are integrated into Webex meetings and calling, making the experience more inclusive and supportive for hybrid work environments.Specific Use Cases and Compatibility
For specific use cases like overhead paging, Webex Calling may require additional compatible devices. For example, when migrating from an on-prem CM system to Webex Calling, users might need devices like the Algo 8301, which is fully integrated with overhead paging amplifiers like the Valcom V-2001A. This ensures that the paging functionality remains intact despite the migration to a cloud-based system.Platform Compatibility
While the provided resources do not specifically detail Voicea’s compatibility with various operating systems, the broader Webex platform is generally compatible with a range of environments. For instance, Webex applications can run on Windows, macOS, and mobile operating systems. However, for detailed compatibility with specific AI voice technology, it is essential to refer to the system requirements for each Webex application or tool.Conclusion
In summary, Voicea, as part of Cisco Webex, integrates well with Webex Calling and supports a variety of devices and platforms, enhancing collaboration and communication with AI-driven features. For specific compatibility and integration needs, users should refer to the detailed configuration guides and supported device lists provided by Cisco. Voicea (now part of Cisco Webex) - Customer Support and Resources
Customer Support Options in Cisco Webex
When considering the customer support options and additional resources provided by Cisco Webex, which now includes the capabilities of Voicea, here are some key points to note:
Voice Call Support in Webex
Cisco Webex Support allows for the integration of voice calls during support sessions. This feature enables both customers and support representatives to communicate more effectively. To participate in a voice call, users need a computer with a sound card, speakers, and a microphone, or a headset with an integrated microphone. The Audio Setup Wizard can be used to fine-tune computer settings for optimal audio quality.
Starting and Managing Voice Calls
Support representatives can start or end voice calls during a session. Up to two participants can speak at a time, and the microphone can be passed between participants to control who speaks. Customers or other support representatives can leave and rejoin voice calls without ending the entire support session.
AI-Powered Assistance
The Cisco AI Assistant for Webex Contact Center is a significant resource that provides AI-powered assistance to agents and supervisors. This includes automated guidance, context, insights, and summaries to optimize customer interactions. Features such as AI Agent Transfer Context Summaries, Dropped Call Summaries, and Agent Wellbeing help in managing and improving the customer experience. The AI Assistant also includes analytics like Topic Analytics and Automatic CSAT Scoring to help in identifying key call drivers and training agents.
Remote Support Capabilities
Cisco Webex Support offers extensive remote support capabilities, allowing support teams to view customers’ screens, control their desktops, demonstrate new features in real-time, and transfer files directly. This can be done securely over the Cisco Collaboration Cloud, with encryption technologies like SSL and AES ensuring the security of support sessions.
Cloud Connected Audio
For audio conferencing, Cisco Webex Cloud Connected Audio provides a cost-effective and unified meeting experience. This service integrates audio, video, and web conferencing across any device, eliminating the need for separate audio solutions and reducing PSTN transport and termination costs.
Additional Resources
Cisco Webex provides various additional resources, including access to remote computers, servers, and point-of-service systems for resolving issues, running patches, and installing updates. The platform also offers network-based recording and WebACD queue management. For further assistance, users can contact Cisco sales or access resources through the Cisco partner ecosystem.
These features and resources are designed to enhance the efficiency and effectiveness of customer support, leveraging AI and cloud-based technologies to deliver high-quality service.
Voicea (now part of Cisco Webex) - Pros and Cons
Advantages
Enhanced Productivity
Webex AI significantly boosts productivity by providing real-time summaries, action items, and answers from the AI Assistant. This helps in streamlining meetings and post-meeting work.
Multilingual Support
Webex offers real-time translation in 13 spoken languages and 100 different captioned languages, making it ideal for global teams and multilingual environments.
Advanced Collaboration Tools
Webex provides features like in-meeting whiteboards, breakout rooms, and polling, which enhance collaboration and engagement during video conferences.
AI-Powered Summaries and Transcriptions
The AI Assistant generates accurate and comprehensive meeting summaries, transcriptions, and live captions, reducing the need for manual note-taking.
Improved Customer Experience
Webex AI enables agents to quickly resolve issues, improve interactions, and provide richer customer experiences through proactive and personalized communications.
Security and Reliability
Webex offers end-to-end encryption, password-protected meetings, and data residency options, ensuring high security and reliability standards.
Integration with Other Tools
Webex seamlessly integrates with various applications such as Microsoft Teams, Google Workspace, Salesforce, and Slack, making it a versatile tool for different workflows.
Disadvantages
Cost
Webex is generally more expensive compared to other video conferencing tools like Zoom and Microsoft Teams, which can be a significant drawback for budget-conscious organizations.
User Interface
Some users find the menu system and user experience (UX) of Webex hard to navigate intuitively, which can lead to a learning curve.
Audio Glitches
Non-Webex users may experience glitches with audio when connecting, which can disrupt meetings.
Migration Challenges
Migrating from legacy Webex systems or other Cisco products like Cisco Unified Communications Manager (CUCM) can be difficult, especially with regards to voicemail integration and device management.
Limited Customization
Webex Calling lacks some of the comprehensive feature sets and customization options available in CUCM, such as Call Admission Control (CAC) and advanced dial rules.
These points highlight the key benefits and drawbacks of using Cisco Webex’s AI-driven productivity tools, helping you make an informed decision based on your specific needs and requirements.
Voicea (now part of Cisco Webex) - Comparison with Competitors
Voicea (Cisco Webex)
Voicea, integrated into Cisco Webex, offers a range of features that enhance meeting productivity. Here are some of its unique aspects:Key Features
- Real-time Transcripts and Notes: Voicea provides real-time transcripts, closed-captioning, highlights, and notes during meetings, which can be edited and distributed post-meeting.
- Voice Commands: With the Webex Assistant, users can automate common collaboration tasks using voice commands, such as booking a room or extending a meeting.
- Integration with Webex: Being part of the Cisco Webex ecosystem, Voicea seamlessly integrates with other Webex tools like Webex Meetings and Webex Devices, making it a comprehensive solution for enterprise collaboration.
Alternatives and Comparisons
Otter.ai
Otter.ai is another prominent tool in the AI-driven productivity space, particularly known for its meeting transcription capabilities.Key Features
- Real-time Transcripts: Like Voicea, Otter.ai provides real-time transcripts of meetings, but it also includes features like speaker identification and keyword extraction.
- Cross-Platform Compatibility: Otter.ai can integrate with various platforms, including Zoom, Google Meet, and Microsoft Teams, offering more flexibility in terms of meeting environments.
Notion AI
Notion, enhanced with AI capabilities, serves as a comprehensive productivity tool that goes beyond just meeting transcripts.Key Features
- Document Generation and Search: Notion AI can generate text, autofill databases, and create summaries of pages. It also allows users to ask specific questions about their stored information, making it a powerful tool for document management and search.
- Task Management: Notion integrates well with task management, allowing users to organize their workflow from brainstorming to final execution, which is different from Voicea’s focus on meeting productivity.
ChatGPT
ChatGPT, while not specifically focused on meeting transcripts, is a versatile AI tool that can assist with a wide range of productivity tasks.Key Features
- Versatile Use Cases: ChatGPT can help with tasks such as brainstorming ideas, drafting emails, coding, and summarizing documents. It acts more like a personal assistant compared to Voicea’s meeting-centric features.
- Continuous Interaction: ChatGPT allows for continuous interaction, where you can build on your initial prompt to get more specific or detailed responses, which is useful for tasks beyond meeting notes.
Conclusion
Voicea, as part of Cisco Webex, excels in providing real-time meeting transcripts and voice command capabilities, making it ideal for organizations already invested in the Webex ecosystem. However, if you need more flexibility in terms of platform integration or additional features like document management and task automation, alternatives like Otter.ai and Notion AI might be more suitable. For general productivity and versatile AI assistance, ChatGPT could be a valuable addition to your toolkit. Each tool has its unique strengths, so the best choice depends on your specific business needs and priorities. Voicea (now part of Cisco Webex) - Frequently Asked Questions
Frequently Asked Questions about Voicea
What is Voicea and how does it integrate with Cisco Webex?
Voicea is a voice AI technology company that Cisco acquired to enhance the Webex suite with real-time transcription and AI-driven meeting assistance. Voicea’s platform, led by its AI assistant EVA, provides real-time transcription, meeting summaries, and highlights items that require follow-up, integrating these features into Webex Meetings, Webex Calling, and Webex Contact Center.What features does Voicea’s AI assistant, EVA, offer?
EVA, the Enterprise Voice Assistant, listens to meetings, takes notes, and captures highlights, actions, and recaps. It can create tasks, set reminders, and share links into various third-party apps like Slack, Microsoft Teams, Trello, and Zapier. EVA also supports live closed-captioning in over 40 languages and integrates with more than 20 productivity tools.How does Voicea impact the productivity of meetings?
Voicea transforms meetings by converting speech into actionable items such as tasks, agendas, reminders, and notes. This helps participants leave meetings with fewer follow-ups and more clarity on what needs to be done. The real-time transcription and automated note-taking allow participants to focus on the discussion rather than taking notes.Will Voicea continue to support other video conferencing apps?
No, Cisco plans to eventually end Voicea’s support for competing online meeting apps. Instead, Cisco will offer a free license to Webex for those customers, integrating Voicea’s features exclusively into the Webex suite.What are the voice commands available with Webex Assistant (formerly Voicea)?
Using the wake word “OK Webex,” users can command the assistant to perform various tasks such as creating action items, booking a room, extending a meeting, and more. The full list of commands includes automating mundane meeting tasks and providing real-time transcripts and closed-captioning.How does Voicea enhance accessibility in meetings?
Voicea provides closed-captioning in over 40 languages, which is particularly beneficial for hearing-impaired participants. This feature allows them to follow the text of the meeting in real-time, enhancing their participation and engagement.Are there any additional costs for using Voicea’s features in Webex?
Cisco plans to offer basic voice transcription and other services at no additional charge to Webex subscribers. However, customers will need to pay a premium to access some of Voicea’s more advanced features.Which languages does the AI Assistant support currently?
Currently, the AI Assistant for Webex supports English only, but more language support is planned for the future.How do I access the AI Assistant features in Webex?
The AI Assistant features are controlled by your organization’s administrator. If you cannot see the AI Assistant, you should contact your administrator to check if the features are enabled for your organization. Additionally, some AI features are available as a paid add-on for Webex Contact Center.Can I use Voicea with other productivity and collaboration tools?
Yes, Voicea integrates with a wide range of productivity and collaboration tools, including Asana, Basecamp, Confluence, Evernote, Trello, Microsoft Teams, and many others. This allows users to create tasks, set reminders, and share information directly into these platforms.