# Salesteq and Webex Contact Center: an AI agent on your phone line, your agents on theirs.

**Integrations · Webex Contact Center**

Webex Contact Center lets a third party run a virtual agent inside the call flow; Cisco calls it Bring Your Own Virtual Agent, BYOVA. Salesteq hosts the connector: the caller hears the dealer's AI agent in Arabic or English, the agent books or answers, and the call is transferred to a human queue when it should be. Around it sit a chat mirror into the agent desktop and call analytics on the group's recordings.

BYOVA

Salesteq runs as a partner-hosted virtual agent in the Webex call flow

**1st** in mixed-dialect Arabic speech recognition, NADI 2026, the models that listen on the call

**17.4%** word error rate on real BMW service calls in Gulf Arabic

**1** agent desktop: humans stay in Webex, the AI runs in front of it

## A voice agent inside the Webex call flow

In the BYOVA model Webex Contact Center is the client and the vendor hosts the virtual agent as a gRPC server. Salesteq hosts that server. The contact centre authorises our service app in Control Hub, adds a virtual agent step to the flow of the entry point it wants automated, and calls reach the Salesteq voice agent with the caller's audio streamed in real time.

The agent answers in the caller's language, understands Gulf Arabic on the line, looks up the customer and the car, books service into the dealer management system where the workshop runs Keyloop or Autoline, and returns a transfer event when a person is needed. The Webex flow then routes to the human queue as it does for any other call. Nothing in the agents' desktop changes.

- Greeting, barge-in and prompts follow the flow's configuration; the agent streams its replies as audio.
- Transfer to agent, session end and custom events go back to the flow, so escalation stays under the contact centre's control.
- Tokens on every call are validated against Webex; the endpoint is never open.
- Integrated with a Saudi dealer group's Webex Contact Center on an inbound AI entry point, tested on real calls in Arabic.

## Web and WhatsApp conversations mirrored into Webex

Dealer groups whose consultants live in the Webex agent desktop can see the AI's website and WhatsApp conversations there. Salesteq emits signed events for each conversation: started, each message with its role (customer, AI, human) and media, and ended. Webex-side endpoints let an agent reply, take over, hand back and end the conversation; the first human reply pauses the AI for that customer, exactly as in Salesteq's own inbox.

This mirror is one-way on status by design: a person taking over silences the AI, and nothing a human does in Webex is echoed back as an AI action.

## Call analytics on Webex recordings

Salesteq's call analytics module connects to Webex Contact Center, pulls recordings and call metadata per queue, transcribes them with our own Arabic speech recognition and produces summaries, purpose of call and scorecards per brand. It runs at a Saudi dealer group across its brands, each brand seeing only its own queues. Calls appear in the same customer timeline as the chats, so a consultant who opens a WhatsApp conversation sees the phone calls the same customer made.

## What a dealer group needs to start

| Item | Why |
| --- | --- |
| A BYOVA subscription and our service app authorised in Control Hub | That is how Webex lets a third-party virtual agent into the flow. |
| An entry point and flow for the AI, with an escalation queue | The contact centre decides which calls the AI takes and where they go when it transfers. |
| Webex API access for recordings and queue metadata | For call analytics; read scopes only. |
| A joint test call | Greeting, a booking, a transfer and a hang-up, before any customer hears the agent. |

## Questions about Webex Contact Center

### Does Salesteq integrate with Webex Contact Center?

Yes. Salesteq runs as a partner-hosted virtual agent through Webex's Bring Your Own Virtual Agent (BYOVA) interface, mirrors web and WhatsApp conversations into the Webex agent desktop, and analyses Webex call recordings. It is integrated with a Saudi dealer group's Webex Contact Center.

### Which calls does the AI take?

Whichever entry point and flow the contact centre routes to it. A common start is the service line: booking, rescheduling and status questions, with everything else transferred to the human queue.

### Does it understand Arabic on the phone?

Yes. Our speech models placed 1st of all systems in mixed-dialect Arabic speech recognition at NADI 2026 and measured 17.4% word error rate on real BMW service calls in Gulf Arabic.

### Can the AI make outbound calls through Webex?

Outbound through Webex needs an outbound entry point and API credentials that may create tasks on the contact centre side; it is scoped per project. Inbound through BYOVA is the integration in use today.

### Do our agents change anything?

No. Humans stay in the Webex desktop. The AI handles the call or the chat in front of them and transfers with context when it should.

**Related**

- [Use case: voice and IVR](https://salesteq.com/use-cases/voice-and-ivr)
- [Salesteq and Genesys Cloud](https://salesteq.com/integrations/genesys)
- [Arabic speech recognition: 1st place at NADI 2026](https://salesteq.com/arabic-speech-recognition)
- [Why we are building our own voice AI](https://salesteq.com/blog/why-we-are-building-our-own-voice-ai)
- [AI agents for car dealers in the Gulf](https://salesteq.com/gcc)

**Sources for statements about Webex**

- Webex Help, Authorize service apps for Bring Your Own Virtual Agent (BYOVA): https://help.webex.com/en-us/article/5g8s6u/Authorize-service-apps-for-Bring-Your-Own-Virtual-Agent-(BYOVA)
- Webex for Developers, Bring Your Own Virtual Agent over gRPC: https://developer.webex.com/docs/bring-your-own-virtual-agent-over-grpc

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Source: https://salesteq.com/integrations/webex  
Updated October 2026