MetriNote – Cisco Unveils “Connected Intelligence” with Native AI WFM and Routing

Author: Layne Haaksma, Senior Research Analyst

What's the news?

On Feb. 10, 2026, at Cisco Live Amsterdam, Cisco announced a significant expansion of its AI-powered customer experience (CX) portfolio under a new “Connected Intelligence” vision. The core of the announcement is the introduction of native, ground-up AI capabilities for the Webex Platform for CX, designed to bridge the gap between human agents and AI-driven automation. Key highlights include:

• AI Intelligent Forecasting and Scheduling (beta Q1 CY26) – A native workforce management (WFM) capability that uses real-time data to predict staffing needs for both human and AI agents, including tracking how AI agents deflect interactions to optimize budgeting
• AI Routing (beta Q1 CY26) – Leveraging native AI and machine learning to analyze customer intent and sentiment in real-time, matching customers with the most suitable agent without complex manual configurations
• Translator Agent for Contact Center (beta H2 CY26) – A speech-to-speech translation tool that preserves a speaker's original tone and inflection, allowing global enterprises to scale talent without language-proficiency barriers
• Deep ServiceNow integration (beta Q1 CY26) – A native integration allowing Webex Contact Center to act as the contact center-as-a-service (CCaaS) backbone within the ServiceNow environment, supporting real-time transcription and AI guidance
• On-premises AI parity – Bringing the Cisco AI Assistant (including real-time assist and wrap-up summaries) to Webex Contact Center Enterprise for on-premises customers