CSCO · News · 20260911N

Webex Context Center Launch

CISCO SYSTEMS, INC. · 2026-09-11 · Importance 30 · Surprise 42

Cisco is repositioning its Webex customer experience offering from a traditional contact center toward a “context center” that preserves customer history across interactions. The initiative, described as “agentic CX,” uses AI agents to coordinate broader customer relationships rather than handle only transactional chatbot requests. Cisco’s AI Agent 360 unified control plane is intended to support secure, observable, and accountable AI-agent deployments across customer-service touchpoints.

Key facts

• Cisco highlighted building secure and observable AI agents through a unified control plane called AI Agent 360 for its Webex context center initiative. source
• Cisco is transforming traditional contact centers into "context centers" within its Webex customer experience division. source
• Cisco highlighted the Webex context center initiative at "The AI ROI in Contact Center Summit." source
• Vinod Muthukrishnan is VP and GM of Webex customer experience and described the shift as "agentic CX." source