Cisco Live in Barcelona, held earlier this month, stayed true to form to previous Cisco events, with the company taking big swings and making significant announcements.

One of these was the debut of Webex Contact Centre for ServiceNow, a native integration that turns ServiceNow into a full customer engagement hub. This, the company explained, will enable businesses to serve customers faster, agents can work smarter, and experiences feel effortless. 

The company noted that today’s service teams lose time switching tools while customers repeat themselves, elaborating that Webex Contact Centre for ServiceNow removes that friction by unifying voice, digital channels, data, and AI in one workspace, where agents already work. The business impact is that agents can resolve issues faster, customers feel understood, and businesses scale service without adding complexity.

However, the Webex Contact Centre announcement was part of a bigger picture, and part of the company’s vision of Connected Intelligence. This, Cisco explained, entails 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.’’

The Webex Contact Center for ServiceNow is a good example of Connected Intelligence being used to both benefit an industry and its customers. Just a few of the benefits of this integration include:

• Omnichannel engagement inside ServiceNow: Customers move from chat to voice without restarting, while agents handle every interaction in one ServiceNow workspace powered by Webex Contact Center. 
• AI-powered agent assistance and automation: Webex AI and ServiceNow workflows guide agents in real time, reducing handle time and helping newer agents resolve complex issues confidently. 
• Unified reporting for smarter decisions: Supervisors see interaction performance and case outcomes together, enabling better staffing, coaching, and service optimization across Webex Contact Center and ServiceNow. 

• 360-degree customer context at first contact: Automatic screen pops surface history, cases, and sentiment instantly, so customers don’t repeat themselves and agents resolve issues faster. 
• Intelligent routing that gets it right the first time: ServiceNow data and Webex routing connect customers to the best-qualified agent, improving first-contact resolution and customer satisfaction. 

As is usual with the announcements made at the Cisco Live event, there is a bit of a lag between the announcement and the actual availability, with the Webex Contact Center for ServiceNow offering becoming available around March 2026.

However, what is becoming fascinating is that already, barely two months into 2026, we are seeing clear examples that artificial intelligence doesn’t stand alone.

A couple of weeks ago we heard Microsoft speaking about the need for contextually aware AI, and now Cisco elaborating on Connected intelligence and why this is important shows some real-world benefits of embracing AI.

Hopefully we will hear more about Connected Intelligence as the months unfold, and what it can mean in real world scenarios.