Wednesday, February 11, 2026
Cisco Webex has expanded its partnership with ServiceNow by launching Webex Contact Center for ServiceNow, a cloud-native customer engagement platform built directly into ServiceNow’s ecosystem. The new solution tightly integrates with ServiceNow’s Customer Service Management (CSM), Customer Relationship Management (CRM), and IT Service Management (ITSM), enabling organizations to unify customer interactions, data, and workflows within a single operational framework.
Unlike traditional contact center tools that rely on basic computer-telephony integration, this offering creates a fully unified agent workspace where voice calls, digital messages, customer data, and automated workflows converge in real time. Consequently, businesses gain a comprehensive 360-degree view of every customer interaction across channels, improving context, efficiency, and decision-making. At the same time, cloud-based omnichannel capabilities and embedded AI assistants further enhance service delivery.
Through this integration, Webex Contact Center embeds voice and digital engagement directly into the ServiceNow agent console. As a result, agents can handle calls, manage chats, access case details, and complete workflows from a single interface eliminating the need to switch between multiple applications. This streamlined approach reduces friction, shortens resolution times, and improves overall productivity.
Moreover, the solution introduces several powerful capabilities designed for both agents and supervisors. First, automatic screen pops instantly display relevant customer, case, and interaction data as soon as an engagement arrives, allowing agents to respond with greater context and confidence. Second, real-time AI assistance provides live call transcription and voice intelligence from Webex, while ServiceNow’s Now Assist delivers smart summaries, recommendations, and workflow automation. Together, these capabilities enable faster, more accurate decision-making.
In addition, integrated reporting and analytics combine Webex interaction data with ServiceNow insights to support forecasting, scheduling, quality management, and workforce engagement. This unified analytics layer helps organizations optimize staffing, monitor performance, and continuously improve service outcomes.
Overall, Webex Contact Center for ServiceNow represents a significant step toward intelligent, connected customer service where communications, AI, and enterprise workflows operate as one cohesive system.
"Our partnership with Cisco brings voice and digital engagement together with AI, data, and workflows directly inside ServiceNow. By offering Webex Contact Center as a native option, those that rely on ServiceNow can meet customers where they are and resolve requests end to end with greater speed and intelligence. Together, we're not just we’re transforming how customers, agents, and employees engage to deliver better service experiences at scale," said Radhika Josyula, group vice president of product management and strategic partnerships at ServiceNow.
In conclusion, this launch strengthens both Cisco and ServiceNow’s position in the modern contact center market empowering enterprises to deliver faster, smarter, and more seamless customer experiences at scale.
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