Unified Cisco Webex Contact Center with Multilingual AI for The Regulatory Bank of Pakistan

The Challenge

The Regulatory Bank of Pakistan 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 were reaching the bank over traditional international calling, which carries real per-minute cost at volume — moving that traffic to WhatsApp Voice Calling was a deliberate way to cut that cost, not just a channel preference. At the same time, local callers and chatters needed to be served in the language they actually speak — Urdu or Roman Urdu, not just English. Meeting both needs 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 lower-cost way to reach the bank by voice over WhatsApp instead of traditional international calling, alongside PSTN
• 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 Webex Contact Center’s own native AI doesn’t support these languages, so a third-party AI engine was integrated specifically to close that gap, rather than limiting self-service 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

The Regulatory Bank of Pakistan 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, and at a lower cost for international voice traffic than traditional calling.

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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