Today, I am proud to announce the official launch of Webex Contact Center in India. Hosted in our dedicated local data center in Mumbai, this next-generation, AI-powered platform is designed to help Indian enterprises and multinational corporations redefine how they connect with their customers.
This launch marks a significant milestone in our commitment to the Indian market. By bringing our full-scale, cloud-native contact center solution to local infrastructure, we are empowering businesses to deliver faster, more personalized, and highly secure customer experiences that meet the unique demands of the Indian landscape.
Webex Contact Center in India Now Available
Organizations across India can now leverage a sophisticated, AI-powered contact center platform featuring:
- Intelligent AI Agents and Assistants: Empower both customers and agents with automated support that accelerates resolution times, reduces operational load, and drives self-service.
- Seamless, Omnichannel Engagement: Engage customers seamlessly across channels such as email, WhatsApp, and SMS—delivering consistent, context-aware experiences at every touchpoint.
- Advanced Workforce Optimization: Equip supervisors with real-time insights and tools to monitor performance, coach effectively, and continuously elevate service quality.
- Deep CRM Integration: Provide agents with rich, unified customer context to enable truly personalized and efficient interactions.
Local Residency, Security, and Compliance
We understand that for all businesses, trust is built on security and compliance. Like cloud calling, delivering a cloud contact center in India requires navigating a complex regulatory landscape, such as Department of Telecommunications (DoT) guidelines for OSPs. Beyond data residency, businesses must also manage intricate requirements for PSTN connectivity, call auditability, and secure record-keeping. We recognize that these operational hurdles can be a significant burden for organizations looking to innovate.
That is why our new local infrastructure is built with compliance at its core. By hosting Webex Contact Center in Mumbai, we provide:
- Data Residency: Ensuring that sensitive customer data, call recordings, and audit logs remain within the region.
- Enhanced Security: Utilizing Cisco’s industry-leading security framework to protect every interaction.
- High Performance: Delivering the reliability and low latency that modern, digital-first businesses demand.
Modernizing Communications from Webex Calling to Webex Contact Center
We recognize that the most effective customer experiences are built on a foundation of seamless communication. Last year, we expanded our Webex Calling offer in India delivered through two local data centers in Chennai and Mumbai, with a fully regulated solution delivered through Cloud Connect partners Airtel, Tata Communications, and Tata Tele Business Services. The addition of Webex Contact Center creates a powerful, unified ecosystem.
By leveraging both Webex Calling and Webex Contact Center on our local infrastructure, organizations can break down silos between their internal teams and their customer-facing agents. This better-together approach ensures that the right expertise is always just a click away, enabling faster resolution times and a more cohesive brand experience for your customers.
A Continued Investment in India
This launch is part of a long-term, strategic investment in India’s digital growth. We provide the infrastructure that fosters innovation and enables Indian enterprises to scale globally while maintaining local compliance.
As we continue to evolve our platform with new AI capabilities and deeper integrations, our focus remains on one goal: equipping your teams with highly secure, scalable, and intelligent collaboration solutions.
The launch of Webex Contact Center in India is a major step forward in our mission to power inclusive and exceptional customer experiences. We invite you to explore how this new platform can transform your operations and help you build deeper, more meaningful connections with your customers.
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