Updated on February 10, 2026 • 6 min read
Cisco Announces the Webex Contact Center for ServiceNow
Director of Content & Market Research
February 10, 2026
Cisco has introduced the Webex Contact Center for ServiceNow.
The integration embeds cornerstone capabilities from the Webex Contact Center into ServiceNow Customer Service Management (CSM) for a closer integration.
These capabilities include voice and digital channels, interaction controls, automatic screen pops, agent assistance, and integrated reporting.
By embedding these solutions, mutual customers may minimize agent screen hopping, pool customer support data on a central platform, and utilize that data to better power AI implementations in the contact center and beyond.
Cisco also announced at Cisco Live 2026 in Amsterdam that it will integrate the Webex Contact Center with ServiceNow ITSM (IT Service Management).
In doing so, the tech giant converges customer and IT service, which can have numerous benefits in terms of standardizing enteprise service management, aligning contact center and IT teams, and combining voice of the customer and voice of the employee insights.
“As data flows seamlessly across CRM, customer service management, IT service management, and the contact center, every interaction becomes more intelligent, contextual, and efficient,” wrote Vinod Muthukrishnan, VP & GM Webex Customer Experience at Cisco, in a company blog post.
“Whether you are supporting internal service teams or customer-facing contact centers, your agents can now manage all voice and digital interactions alongside critical data in a single, familiar interface. The result? Faster resolution times and a simplified workflow that allows your employees to focus on what matters most: the customer.”
Consider the contact center agent experience today. Still, reps switch between multiple systems, despite the age-old promises of a “single pane of glass” customer view.
As a result, resolutions slow, awkward pauses arise, and the risk of error multiples.
Yet, integrations like this, which assign a primary interface for customer service, help lower the 'context-switching' tax that has long hampered agent productivity.
Zeus Kerravala, Principal Analyst at ZK Kerravala, also shared his enthusiasm for how the new integration model could help bridge the gap between Cisco’s expansive networking infrastructure and customer experience.
“The real value for enterprises lies in the synergy between Webex’s voice data and ServiceNow’s Now Assist AI, which transforms basic interactions into actionable insights within a single system of record,” he said.
“As organizations face mounting pressure to scale personalized service, this unified approach effectively eliminates silos, offering a true 360-degree view of the customer journey that is essential for modern CSM and ITSM workflows.”
In 2025, Cisco announced similar CCaaS-CRM integrations with Salesforce Service Cloud (now Agentforce Service) and Epic.
As such, this is only its latest move to build a more open ecosystem that unifies data and contact center capabilities, embedding the latter into core business processes and systems.
Yet, the alignment with ITSM makes this a differentiative offering, and perhaps more appealing in organizations where customer support and IT leaders work closely to reimagine service experiences.
Meanwhile, ServiceNow has previously announced similar integrations with Five9, Genesys, and Zoom, with these partnerships aiding its status as a CRM market disruptor, according to Rebecca Wetteman, CEO & Principal Analyst at Valoir.
“The more ServiceNow can reduce integration costs, offer customers real choice, and bring data from multiple streams into their data fabric to train and inform AI, the stickier ServiceNow becomes in any CX environment.”
Cisco has confirmed that the Webex Contact Center for ServiceNow will enter Beta in March, targeting general availability in Q3, 2026.
Webex Contact Center and Webex Contact Center Enterprise customers may then leverage the offering alongside the existing computer telephony integration (CTI)
Before then, Cisco customers can apply to participate in the Beta program by contacting their account manager.
More Cisco Contact Center Announcements
Alongside Webex Contact Center for ServiceNow, Cisco unveiled several additional announcements during its annual Amsterdam event aimed squarely at customer support leaders.
Webex Enables Live Language Translation
Cisco embedded another AI agent into Webex with the introduction of its Translator Agent for Contact Center, which will enter Beta in the second half of 2026.
Created in partnership with EZDubs, the agent utilizes large language models (LLMs) and neural speech models to translate voice conversations in real time.
In doing so, the agent improves upon similar industry solutions that chain speech-to-text, translation engines, and text-to-speech, which enabled voice translation but not in real time, resulting in long, awkward pauses during conversations.
Cisco suggests that its innovation will also be able to maintain the agent’s voice characteristics, maintaining human-to-human connections.
The Translator Agent is just the latest AI agent Cisco has added to the Webex Contact Center, having already released one for self-service and teased a Quality Assurance (QA) agent that helps keep the customer-facing agent in check.
Notably, it’s also the first such AI agent to be released for contact centers, although voice AI experts Krisp and Sanas have released live language translation within their apps, targeting contact centers.
Outcome-Based Routing Enters the Fray
AI routing in the Webex Contact Center will become available in Beta before the close of March 2026.
The solution analyzes rep data to match the customer with the person who is most likely to drive a specified outcome, whether that’s customer satisfaction, call duration, sales conversions, etc.
Importantly, contact centers can configure outcomes by intent, optimizing results across different contact reasons.
However, the selling point of this technology is that there is much less configuration involved. Instead, the AI engine is analyzing intent, sentiment, and customer context to route customers in a way that improves experiences and reduces operational complexity.
Webex Workforce Optimization (WFO) Gets a Boost
Cisco also announced that AI Intelligent Forecasting and Scheduling for the Webex Contact Center will enter Beta by the end of next month.
Like other contact center workforce management (WFM) solutions, it will comprise forecasting models - and integrations to third-party models - to automatically predict demand.
From there, it automatically creates schedules, accounting for employee contracts, preferences, and local labor laws.
Yet, what makes Cisco’s offering different is in how its WFM also forecasts customer demand for AI and escalations, which is crucial to help measure the impact and downstream effects of AI implementations, which are so often overlooked.
Lastly, Cisco has made Performance Management module within its Webex WFO portfolio generally available, which features quality assurance (QA), coaching, and analytics-based reporting.
Cisco Continues to Innovate for On-Premise Customers
While some traditional on-premise vendors hurry organizations to the cloud, Cisco has doubled down on meeting its customers where they are.
In doing so, it’s not just sustaining its legacy contact center infrastructure but modernizing it to help on-premise customers innovate without reimagining their entire architecture.
At Cisco Live EMEA 2026, Cisco doubled down on this commitment, announcing on-premises availability for the Cisco AI Assistant and Real-Time Assist (formerly Suggest Responses), with Wrap-Up Summaries set to follow in the second half of the year.
Finally, Real-Time Transcription is also coming before next month closes in a Beta, allowing on-premise contact centers to apply various other AI technologies, including conversational analytics.