Unified Cisco Webex Contact Center with Multilingual AI for the State Bank of Pakistan

The Challenge

SBP needed to reach both local and international audiences through the channels each naturally uses, rather than forcing everyone through the same phone line. International contacts increasingly expect to reach an organization over WhatsApp rather than a traditional call, while local callers and chatters needed to be served in the language they actually speak Urdu or Roman Urdu, not just English. Meeting that on a channel-by-channel basis with separate, disconnected tools would have meant maintaining several systems that don’t talk to each other, with no single, consistent way to apply the same language support across all of them.

Our Approach

We deployed Cisco Webex Contact Center (WxCC) as a single, cloud-based, highly scalable foundation and built every channel on top of it rather than alongside it:

• Cisco Webex Contact Center (WxCC) as the unified, cloud based platform underneath every channel, in place of separate per channel tools
• WhatsApp Voice Calling integration, giving international contacts a way to reach SBP by voice over WhatsApp, alongside traditional calling
• PSTN calling, retained and integrated as a first-class channel alongside WhatsApp voice, not replaced by it
• Third-party AI integration supporting Urdu, Roman Urdu, and English, so self-service and language handling aren’t limited to English only logic
• The same AI language support extended to WhatsApp chat and Facebook chat, so text-based channels get identical multilingual capability to voice, rather than a separate, lesser experience

The Result

SBP now runs a single, unified cloud contact center that handles PSTN calling, WhatsApp voice calling, and WhatsApp and Facebook chat side by side with one third-party AI layer understanding Urdu, Roman Urdu, and English across every one of those channels, instead of separate tools with inconsistent language support bolted on per channel.

Solution stack: Cisco Webex Contact Center (WxCC), WhatsApp Voice Calling integration, PSTN, third-party multilingual AI (Urdu, Roman Urdu, English), WhatsApp and Facebook chat integration

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