New Delhi – American network technology giant Cisco said it plans to expand its Webex Contact Center and Webex Calling services in India, with new data centres in Mumbai and Chennai expected by the second quarter of 2026.
This move aims to enhance call quality, reduce latency and bolster security for Indian enterprises and multinational corporations operating in the country, said a top executive.
“The reality is simple: you win or lose customers every day based on the experiences you deliver,” said Jeetu Patel, President and Chief Product Officer, Cisco.
“AI is how you deliver those experiences at scale, and Webex Contact Center brings together AI and human agents to make it easier than ever to deliver consistent quality with speed,” Patel added.
The expansion is part of Cisco’s broader strategy to grow its Webex ecosystem, which also includes planned launches in Saudi Arabia.
The company stated that locally hosted solutions would provide advanced AI capabilities, improved call quality, reduced latency and enhanced security for Indian organisations and multinationals operating in the country.
In addition to the regional rollout, Cisco unveiled enhancements to its Webex Customer Experience portfolio, including a new AI-powered tool for supervisors, Webex AI Quality Management, expected to be generally available in early 2026.
The platform is designed to allow supervisors to assess and coach both human and AI agents through a single interface, providing real-time insights and performance recommendations.
Cisco said its AI tools, including the Webex AI Agent and Cisco AI Assistant, are already generally available for cloud and on-premises customers, with beta support for more than 50 languages planned by the fourth quarter of 2025.
The company also announced deeper integrations with Salesforce, Amazon Web Services and Epic Systems to enable more connected customer journeys.
The Salesforce integration will allow organisations to manage Webex interactions within the Service Cloud Voice platform, while AWS integration with Amazon Lex supports conversational AI interfaces for voice and chat.
Epic Systems integration enables contact centre agents to provide tailored support through electronic health records.
Cisco said the updates are intended to help organisations overcome challenges from legacy systems and fragmented workflows, enabling contact centres to deliver faster and more personalised service.
