I’m incredibly proud that Gartner has named Cisco a Challenger in the 2026 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS). This recognition reflects our strong market momentum, our ability to execute, and the progress we’ve made in the critical capabilities Gartner assessed. It also reflects our ability to serve organizations of all sizes across all geographies.
We respect Gartner’s assessment, and we have continued our momentum since the evaluation period. We’ve introduced numerous industry-leading innovations, including Dialog, AI Agent 360, and native AI capabilities for Workforce Engagement Management (WEM). These innovations reinforce our belief that Cisco has a complete, differentiated vision for customer experience, one that positions us to lead in the agentic era. Era in which organizations need connected customer journeys, human and AI agents with the context and safeguards to act with confidence, and consistent global experiences that meet regulatory requirements. Dialog extends customer context across the entire journey, AI Agent 360 helps organizations observe and secure AI agents across the entire lifecycle, and native AI WEM capabilities bring intelligence to human and AI workforce.
Strength of our CX Portfolio
Webex Customer Experience has always focused on delivering exceptional, frictionless customer experiences. That is the promise of Connected Intelligence and the operating model Cisco is building for enterprise CX. Our strategy rests on four connected pillars: an intelligent front door, context-driven orchestration, an extensible AI-native platform, and trust and security by design. Together, they connect customer experience technologies into a system that remembers, learns, acts, and improves with every interaction.
I want to highlight three areas of strength that Gartner recognized us for:
- Integrated communications platforms: Webex Contact Center is a strong option for organizations that use or plan to bundle it with Webex Calling. By bringing together CCaaS, CPaaS, and UCaaS, the platform simplifies administration and contracting while helping organizations connect employee collaboration with customer experiences, manage costs, and improve efficiency. With our recent announcement of Dialog, we’re extending the platform across the life of the customer relationship. Dialog brings customer and enterprise context together so AI agents can carry understanding across channels and interactions, supporting a more continuous customer experience.
- Advanced AI security: Webex Contact Center combines strict access controls and industry-leading certifications with Cisco AI Defense, helping organizations equip AI agents with adaptive guardrails against attacks such as jailbreaks and prompt injection. Building on that foundation, AI Agent 360 brings together AI management, security, and observability through Splunk, helping organizations test, monitor, secure, and optimize AI agents throughout their lifecycle.
- Global solutions: Cisco brings extensive contact center experience, worldwide support through our own teams and broad channel partner network, and a global footprint. Our governance and data resilience capabilities, together with region- and country-specific sovereign cloud deployments, help customers meet local data residency requirements and deliver consistently in each market.
These combined strengths support a compelling enterprise proposition: connect customer engagement with employee collaboration, advance AI adoption with security and governance in mind, and scale deployments with support from Cisco’s worldwide services and partner network.
Beyond the capabilities covered in this evaluation, we also offer flexible on-premises, hybrid, and cloud deployment options, so organizations can choose the model that best fits their needs.
Our unwavering commitment to deliver frictionless customer experiences
Customers do not experience a business as a collection of channels, systems, and teams. They experience one company. They know when that company recognizes them, remembers their last conversation, and gets them the right help. They feel the disconnect when it does not.
Connected Intelligence, together with the power of One Cisco, helps close that gap. Cisco connects the foundation, from the underlying network to the applications where customers and employees engage. That is the opportunity in front of us: move beyond disconnected moments and create experiences that feel continuous, personal, and trusted.
For additional details, download a complimentary copy of the 2026 Magic Quadrant for Contact Center as a Service report. We’re grateful to our customers and partners for their continued support and trust in Webex Contact Center. Together, we’re shaping the future of customer experience in the agentic era.
Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Jason Bridge, Megan Fernandez, Pri Rathnayake 19 October 2026.
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Gartner does not endorse any company, vendor, product or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner’s business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this publication, including any warranties of merchantability or fitness for a particular purpose.
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