Media Release 17th October 2025
Uniting NSW.ACT wins the global ‘2025 Cisco Webex One Award for Collaboration Champion’
Uniting NSW.ACT has won the ‘2025 Cisco Webex One Award for Collaboration Champion’.
The prestigious global award was presented at an event in the US last week.
Andrew Dome, Uniting NSW.ACT’s Chief Digital & Information Officer said: “This award is fantastic recognition of the great work Craig Mendel and our team at Uniting did in co-partnering with Cisco and Optus on the development and implementation of our Agentic AI tool Jeanie.
“We’re delighted to receive this award and incredibly proud of the hard work the team has put into this project.
Jeanie is being used in Uniting’s Home and Community Care Contact Centre.
“Not only does this allow our customers cancel services 24 x 7, and without wait times, but it's also proving to be an incredible success with a customer satisfaction rating of 4/5,” he said.
“Uniting NSW.ACT has transformed our service delivery by adopting Webex Contact Center and Webex Calling, moving from fragmented communication to a unified, efficient system.
Webex by Cisco is a leading provider of AI-powered collaboration and customer experience solutions.
“Over the past year, we have achieved an impressive 98.7% good quality calls rating across 732,900 total call legs, ensuring reliable connections for both clients and employees.
“Now, 93% of calls are routed correctly to one of 18 regional teams on the first attempt - a significant jump from less than 60% previously.
Uniting NSW.ACT was also a finalist in the AI Innovator: Customer Experience category for demonstrating “vision, foresight, and innovation.”
|
Media contact:
|
Andrew Bradley Media & Public Affairs Manager |
About Uniting
Uniting NSW.ACT contributes to the work of the Uniting Church in NSW and the ACT, through social justice advocacy, community services and spiritual care. We provide services for people through all ages and stages of life, and drive solutions to systemic issues so people experiencing disadvantage can live their best lives. Our purpose is to inspire people, enliven communities and confront injustice. We value diversity and always welcome everyone exactly as they are.