Today at Cisco Live EMEA, Cisco announced Webex Contact Center for ServiceNow.
The new integration promises to bring voice and digital channels directly into ServiceNow so agents can work cases without constantly switching tools.
Cisco framed the launch as part of its ‘Connected Intelligence’ vision, and positioned the integration as a way to connect people, data, and AI in day-to-day service operations.
The company said the offer is designed for organizations using ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM), with beta planned for March and general availability targeted for calendar year Q3 2026.
What Webex Contact Center For ServiceNow Adds
Cisco describes Webex Contact Center for ServiceNow as a native CCaaS solution that goes beyond embedded computer telephony integration (CTI).
The goal is to pull core interaction handling and context into the ServiceNow agent workspace, so voice calls, digital interactions, case data, and workflows sit in one working environment.
The announcement also aligns with what Cisco calls ServiceNow’s strategy to support native, best-of-breed CCaaS integrations.
In Cisco’s framing, Webex Contact Center becomes the engagement layer, while ServiceNow remains the system of record for cases and related service workflows.
According to Radhika Josyula, Group Vice President of Product Management, Strategic Partnerships at ServiceNow, “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.”
Why The ServiceNow Angle Matters For Enterprise CX Teams
For enterprise contact centers, ServiceNow is often where the work already happens, especially for IT service desks and customer service teams that run on structured case workflows.
Cisco’s key bet here appears to be that if the agent lives in ServiceNow, then the contact center stack has to meet the agent there.
That matters because ‘agent desktop sprawl’ still drags down performance. Cisco calls out context switching as a root cause of slower resolution and higher error rates, and it says the integration is designed to reduce that friction by keeping interaction controls and customer context inside one workspace.
There is also a procurement and architecture signal in this move.
CCaaS vendors have spent years selling the idea of a consolidated suite. Meanwhile, ServiceNow has grown into a platform many CIOs and operations leaders treat as a backbone for service delivery.
A native CCaaS integration suggests the center of gravity is shifting toward the workflow platform, with CCaaS increasingly expected to plug in cleanly.
Key Capabilities Cisco Highlights
Cisco lists several features aimed at both agents and supervisors, and it ties many of them to speed of resolution and operational visibility.
Voice And Digital Channels Inside ServiceNow
Cisco says voice, web chat, and SMS are available natively in ServiceNow. That would let teams handle common omnichannel entry points while keeping the case record, knowledge, and workflow actions close at hand.
Interaction Controls And Call Handling
Cisco says agents can answer, hold, transfer, consult, and place outbound calls without leaving the ServiceNow interface. That is a practical productivity claim because it targets the “tab flipping” that often shows up in higher average handle time.
Automatic Screen Pops For Context
Cisco says relevant customer, case, and interaction data can appear when an interaction is delivered. In theory, that reduces time spent searching for context and also supports cleaner wrap-up because data is already aligned to the case.
Real-Time AI Assistance
Cisco says agents can use Webex Contact Center capabilities such as AI-powered transcription and voice intelligence, combined with ServiceNow Now Assist features for summaries, recommendations, and workflow automation. That combination is notable because it implies a layered model: contact center AI for the live conversation, and workflow AI for next-best actions and case follow-through.
Integrated Reporting And Analytics
Cisco says supervisors can combine interaction data with ServiceNow reporting for a broader operational view. It also points to forecasting, scheduling, quality management, and workforce engagement improvements, based on unified insights across engagement and workflow data.
What This Signals About The ‘Native CCaaS’ Race
Cisco’s announcement lands in a market where differentiation is moving away from basic omnichannel checklists and toward how well platforms connect.
Enterprises want AI that can act on context, and they want workflow systems that do not break when a voice call becomes a case, or when a chat becomes an escalation.
If Webex Contact Center can act as the engagement backbone while ServiceNow drives workflow and data governance, that pairing could appeal to large organizations trying to standardize service operations. It could also raise the bar for competitors that still rely on looser CTI-style integrations that keep agents hopping between windows.
Additionally, Cisco has hinted at a broader orchestration play. The company says the contact center integration is one part of its ServiceNow solution, and it describes using interaction and ServiceNow data to trigger proactive communications and to support AI agents that can resolve interactions autonomously, then route to humans when needed.
What To Watch Next
From a CX leadership perspective, the next questions are practical: how ‘native’ will the experience feel in real deployments, and how much configuration will teams need to align routing, data models, and workforce processes.
AI is also the wild card, because outcomes will depend on how well transcription, summarization, and workflow automation perform under real contact center pressure.
Still, the direction is clear. The future contact center looks less like a separate island and more like a service workflow layer with engagement built in.
If this integration delivers on the promise of fewer tool hops and faster resolution, it will be a blueprint other vendors will need to match.
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