Cisco Webex Contact Center Integration
Embed AI-powered Webex Contact Center in the agent workspace
Install Trend
View Install Data
| Date | Install Count | Change |
|---|---|---|
| 2026-09-09 | 0 | - |
About
**Bring Webex Contact Center voice into the ServiceNow agent workspace**
Webex Contact Center Voice Connector embeds Cisco Webex Contact Center telephony and routing into ServiceNow's native Contact Center Integration Framework (CCIF) agent experience. Organizations can use Webex Contact Center as the voice and routing engine while ServiceNow remains the single pane of glass for handling customer interactions.
Agents get native call controls, WebRTC voice handling, presence synchronization, real-time transcription, and mid-call and post-call voice summaries directly on the ServiceNow record. Conversation context is also available to ServiceNow workflows, including Now Assist, to support richer case assistance, follow-up actions, and wrap-up quality.
**Key capabilities:**
- **Native CCIF integration:** Integrates Webex Contact Center voice and routing into the ServiceNow agent workspace.
- **Unified agent experience:** Enables agents to accept, hold, resume, transfer, conference, and complete voice interactions without switching desktops.
- **Webex Contact Center-powered routing:** Uses existing Webex Contact Center telephony, routing, WebRTC, and recording capabilities.
- **Real-time productivity powered by Webex AI:** Delivers live transcription plus mid-call and post-call voice summaries on the interaction record.
- **Now Assist context enablement:** Makes conversation context available for AI-assisted case work and follow-up workflows.
**Benefits:**
- Reduce agent context switching and manual wrap-up.
- Keep voice interaction data aligned with ServiceNow records.
- Improve agent productivity, service consistency, and customer follow-through.
- Establish a foundation for future omnichannel expansion.
Key Features
Native ServiceNow Contact Center Integration Framework (CCIF) experience for Webex Contact Center voice interactions.
- Inbound voice work delivery into the ServiceNow agent workspace.
- Native call controls for supported voice handling actions such as answer, hold, resume, mute, keypad, and end call.
- Agent presence synchronization between ServiceNow and Webex Contact Center.
- Native wrap-up flow and interaction context in ServiceNow.
- Real-time transcript support associated with the ServiceNow interaction record.