Cisco Launches Webex Contact Center for Salesforce

Cisco has announced the launch of the Webex Contact Center for Salesforce during Webex One 2025. This significant development aims to unify CCaaS and CRM platforms. The integration is achieved through the Bring Your Own Channel for CCaaS Pilot program, embedding voice and digital channels from the Webex Contact Center into Salesforce Agentforce Service.

This integration allows all interactions to be managed directly within Salesforce, consolidating critical conversational data in Agentforce Service and often filtering into Data 360. This enhances AI projects across the front office, providing mutual customers access to Webex AI agents and Agentforce.

The integration simplifies the agent experience, reducing the need for system switching and administrative burdens through a centralized customer service platform. Vinod Muthukrishnan, VP & COO for Webex Customer Experience, emphasized the merging of two worlds, allowing agents to focus on providing excellent service without being hindered by multiple systems.

Alongside Cisco, AWS, Five9, and Genesys have announced similar integrations with Salesforce Agentforce Service. Cisco is rapidly expanding its cloud contact center install base, stemming from its large-scale on-premise enterprise base, and gaining new customers through strong word-of-mouth.

Many customers and prospects have installed Agentforce Service, with over 60,000 companies leveraging the app. Cisco offers tighter integration and a reputation for successful large deployments. Matthew Kravitz, Product Manager at Salesforce, noted the positive customer reception to the architecture. The Webex Contact Center is now available for early access customers, with general availability expected in Q1 2026.