Voice agent for Webex as telephone provider

[Pooja P]

Hi Team,

We have built a voice assistant for creating the incident, but ServiceNow is now supporting Twilio / genesys as telephone provider.

But we have a requirement to use Webex as provider , is someone developed it or how we can achieve this.

Thanks,

Pooja

[Albert Horvath]

Hello,

ServiceNow is continuously expanding the list of supported telephony providers. As far as I remember, Webex is among the providers on the roadmap and is expected to become available later this year (Safe Harbor applies).

There was an excellent presentation on this topic two days ago (21/07/2026), providing a good overview of the upcoming capabilities and roadmap. The session was recorded, and the recording should be published online shortly.

You can keep an eye on this page for the recording and related updates:
ServiceNow Exchange AI Academy – Building Secure & Personalized Experiences.

Regards, Albert

[Pooja P]

Sure Albert , let me check on this

[Tanushree Maiti]

Hi @Pooja P 

Leverage this stored app connector.

Cisco Webex Contact Center CTI Connector 

Key features

Integration with Cisco Webex Contact Center:

• Seamlessly integrates with Cisco Webex Contact Center platform, enabling real-time data exchange and synchronization.
• Provides a unified view of customer interactions across both platforms.

Incident and Case Logging:

• Automatically logs incidents or cases in ServiceNow based on customer interactions or specific triggers within Cisco Webex Contact Center.
• Captures essential details such as customer information, issue description, and priority level.
• Enhances visibility and tracking of customer issues.

Customer Information Lookup:

• Enables agents to quickly and efficiently look up customer information directly from from ServiceNow
• Accesses customer records, account details, and interaction history stored in ServiceNow.
• Improves agent productivity and customer service experience.

Interaction Logging:

• Automatically logs customer call details such as Call Associated Data variables as Interactions in ServiceNow and creates Phone Logs
• Facilitates knowledge management and process improvement.

[Pooja P]

This is not for voice agent i believe.