At Cisco Live EMEA, we showcased our vision of Connected Intelligence —connecting people, data, and AI to create experiences that are smarter, more seamless, and more human.
Connected Intelligence is how we orchestrate every interaction: people working with people, empowered by AI; people collaborating with AI in real time; and AI handling the heavy lifting behind the scenes. As part of that vision is our steadfast belief that the best customer experiences are built on open, flexible platforms that integrate seamlessly with the systems businesses already rely on to deliver exceptional experiences every day.
That’s why we’re excited to announce that Webex is deepening its collaboration with ServiceNow to deliver a native, modern customer experience solution—bringing our industry recognized Webex Contact Center together with ServiceNow to streamline how customers, agents, and supporting teams engage.
Webex Contact Center for ServiceNow: a native CCaaS solution
Webex Contact Center for ServiceNow is built for businesses that rely on ServiceNow for Customer Service Management (CSM) and IT Service Management (ITSM). The solution brings enterprise-grade voice and digital channel capabilities directly into ServiceNow, enabling service teams to resolve issues faster and deliver more personalized experiences from the environment they use every day.
Moving beyond embedded CTI, the solution aligns with ServiceNow’s strategy to support native, best-of-breed CCaaS integrations—creating a unified agent environment where voice calls, digital interactions, data, and workflows come together seamlessly. With Webex Contact Center acting as the CCaaS backbone of their ServiceNow environments, businesses gaining a 360-degree view of every customer across channels, cloud-based omnichannel capabilities, and AI assistant capabilities to scale service efficiently.
“This partnership integrates Cisco’s Webex Contact Center into ServiceNow’s AI Platform, connecting voice and digital channels directly with AI, data, and workflows. Organizations resolve customer requests faster without switching between systems. Together, we’re transforming how customers, agents, and employees engage to deliver better service experiences at scale.”
– Radhika Josyula, Group Vice President of Product Management, Strategic Partnerships
The contact center integration is just one part of our solution with ServiceNow, with the Webex Customer Experience portfolio enabling the orchestration of customer and employee experiences end-to-end. Businesses can leverage interaction and ServiceNow data to trigger proactive communications and enable AI agents to resolve interactions autonomously. When human assistance is needed, intelligent omnichannel routing uses ServiceNow data to connect customers to the best-suited agent, improving interaction quality and first-contact resolution.
A unified workspace powers faster, more personalized service resolutions
Agents today are often forced to juggle multiple applications just to resolve a single request. This constant context switching slows resolution, increases errors, and adds friction to the agent experience.
Webex Contact Center for ServiceNow eliminates this challenge by embedding voice and digital engagement directly into the ServiceNow agent workspace. Agents manage interactions, access customer and case data, and complete workflows from a single interface—without switching tools.
With ServiceNow as the system of record and Webex Contact Center powering engagement behind the scenes, agents stay focused, work more efficiently, and deliver more consistent service.
Key features for agents and supervisors
Native voice and digital channels
Engage customers and employees on their channel of choice with voice, web chat, and SMS available natively in ServiceNow—bringing customer engagement, case data, and workflows together in one workspace, reducing app switching for agents.
Call and interaction controls
Voice and digital interaction controls are fully integrated into the ServiceNow interface, enabling agents to answer, hold, transfer, consult, and place outbound calls without leaving their workspace. Agents can easily manage engagement and focus on the customer, reducing friction and improving productivity during live interactions.
Automatic screen pops
Relevant customer, case, and interaction data in ServiceNow is presented the moment an interaction is delivered. This immediate context reduces handle time, improves accuracy, and simplifies post-interaction wrap-up.
Real-time AI assistance
Agents benefit from AI-powered transcription and voice intelligence from Webex Contact Center, combined with Now Assist capabilities within ServiceNow for AI summaries, recommendations, and workflow automation.
Integrated reporting and analytics
Supervisors gain a more comprehensive operational view by combining interaction data with ServiceNow reporting. Unified insights support more accurate forecasting, smarter scheduling, improved quality management, and stronger workforce engagement—turning data into action across the service organization.
Join the beta program
Webex Contact Center for ServiceNow will enter Beta in March, with general availability targeted for CY Q3 2026. It will be available for Webex Contact Center and Webex Contact Center Enterprise.
Join the Beta program to experience voice and digital engagement natively within ServiceNow, and provide feedback that helps shape the final release. Contact your Webex account manager or reach out to the sales team to request access.
Resources
About The Author
