HubSpot Webex Contact Center Integration
Embed Webex Contact Center features inside HubSpot CRM for Cisco UCCX, UCCE, PCCE, Genesys, and Expertflow CC — enabling agents to serve customers within HubSpot CRM.
Unlock Webex Contact Center Telephony (CTI) inside HubSpot with featuring embedded call control, AI assistance, WebRTC softphone, Teams expert transfer, and full omnichannel history.
What makes us different
Agent Assistance
Real-time AI suggests actions, provides knowledge base links, live transcription, translation, and wrap-up codes — all within HubSpot Webex Contact Center
Embedded WebRTC webphone
Agents connect via browser-based WebRTC phone without requiring hardware or installed softphones. (Cisco requires Mobile Agent for UCCE or PCCE for UCCX deployments.)
Digital channels
Unified interaction history for voice, video, WhatsApp, SMS, Facebook Messenger, Viber, and Telegram — fully integrated within SAP CRM.
Expert Transfer to MS Teams
Agents can transfer or consult with subject matter experts (SMEs) on Microsoft Teams for complex cases, ensuring quick resolutions.
1-Start Conversation | Account Popup & Agent States
Enable instant screen pops with full customer history inside HubSpot. Agents auto-sync their status across voice and digital channels, eliminating the need to switch between applications.
Agents receive live AI-powered call support with suggested actions, instant knowledge base articles, and real-time transcription/translation, ensuring faster, accurate resolutions.
3-HubSpot Webex Conter Center Call Controls
Embedded CTI toolbar adapts to live call states—allowing agents to accept, hold, resume, end calls, transfer, and conference—all within HubSpot.
Multi-Channels & Chat Switching
An agent can handle multiple conversations across various channels (voice, video, WhatsApp, SMS, Facebook Messenger, Viber, Telegram) with a unified interaction history, including recordings and transcriptions. The HubSpot CRM updates automatically to match the active conversation for efficient workflow management.
5-Expert Transfer & Embedded WebPhone:
Agents consult or transfer calls to non-contact center experts on MS Teams, facilitating smooth handoffs and expert collaboration directly within HubSpot CRM.
6-Phone Call Activity & Wrap-up states:
Webex agents log wrap-up notes, call summaries, and business insights directly into HubSpot CRM, with activity records capturing key call metadata for analysis and reporting.
