Help & Support
Elevate Your Agents with AgentExchange Solutions
Have Questions?
Webex Contact Center for Salesforce
Integrate AI-Powered Webex Contact Center with Salesforce
- Industries
- Horizontal Product
- Business Need
- SalesProductivityCustomer Service
- Requires
- Sales CloudService Cloud
- Compatible With
- Financial Services CloudHealth CloudGovernment Cloud
Unify Webex Contact Center voice with Salesforce Service Cloud Voice. Give agents a single workspace for customer context, native telephony, AI-powered workflows, and faster service without switching applications.
Compatibility
- RequiresThis solution requires these products in order to work. Before you implement the solution, check that you have these products.
- Sales CloudService Cloud
- Compatible WithThis solution is tested to work with and extends the value of these products, but doesn't require them.
- Financial Services CloudHealth CloudGovernment Cloud
- Salesforce Editions
- EnterpriseUnlimitedDeveloper
App Details
- Version
- Webex Contact Center for Service Cloud Voice/ver 1.1 1.1.0
- Listed On
- 08/17/2026
- Latest Release
- 08/17/2026
- Supported FeaturesNo LimitsThis product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in HelpLightning ReadyOptimized for Salesforce orgs that use Lightning Ready.AgentforceAgentforce solutions are customizable, conversational, AI assistants. They boost Salesforce user productivity in a safe way by facilitating everyday business interactions across a wide range of workflows and tasks. Learn MoreManaged PackageThis product is installed in your Salesforce org as a managed package and receives automatic upgrades.Lightning App BuilderReady to use in the Salesforce Lightning App Builder.Accessible SolutionThis company indicates that their solution meets certain accessibility standards. To learn more, review the Accessibility Conformance Report provided by the company. We don't independently audit a solution's accessibility.
- No LimitsLightning ReadyAgentforceManaged PackageLightning App BuilderAccessible Solution
- Package ContentsIf this app is a managed package, the custom apps, tabs, and objects that it contains don't count against your Salesforce allocations. If this app is not a managed package, allocations apply. Learn More in Help
- Custom Objects: 6Custom Tabs: 2Custom Apps: 0
- Lightning Components
- Global: 2App Builder: 1Community Builder: 0
- Languages
- English
Security
Additional Details
Webex Contact Center for Salesforce Service Cloud Voice brings Webex Contact Center voice capabilities directly into the Salesforce Lightning Service Console. Agents can handle customer calls in the Service Cloud Voice Omni-gadget, see relevant Salesforce context, and keep interaction data connected to the customer record without switching applications. Built for Salesforce Service Cloud Voice with Bring Your Own Telephony (BYOT), the integration lets Webex Contact Center flows create and update Salesforce VoiceCall records, execute Salesforce Omni-Channel flows for routing and automation, and pass call variables for screen pops and downstream workflows. Administrators can configure the contact center definition, credentials, presence status mappings, flow variables, permission sets, remote site settings, and phone-number translation rules. The solution supports WebRTC calling, call recording controls, recording playback, and real-time transcription so teams can deliver faster service, improve data quality, and give supervisors a more complete view of customer interactions inside Salesforce.
Need help?
Cisco Systems, Inc
San Jose, California, USA
For help with this integration, open a case with Cisco TAC at https://cisco.com/go/tac.