Cisco Webex Contact Center Service Offer Disclosure

Publisher

Cisco Systems, Inc. (Cisco Trust Portal)

URL

https://trustportal.cisco.com/c/dam/r/ctp/docs/privacydatasheet/collaboration/webex-contact-center-offer-disclosure.pdf

Published

2026-06-01

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Claims citing this source

• The generative and agentic AI table lists 7 features in the Webex Contact Center disclosure and 5 in the Webex Contact Center Enterprise disclosure. fact in context
• An Offer Disclosure is scoped to a commercial offer rather than to a product family so a customer buying 2 Cisco contact centre offers is covered by 2 different disclosures. inference in context
• An Offer Disclosure states that it complements the General Disclosures and the Cisco Online Privacy Statement and each disclosure carries its own precedence and annual review wording in its preamble. fact in context
• 3 of the 4 disclosures read follow the same section order: an overview then data handling with collection purpose and retention then storage and processing then access and sharing then security with access control and encryption and reports and resources and finally artificial intelligence. field-pattern in context
• Table 2 in an Offer Disclosure lists customer systems information categories and is where retention periods for telemetry events and configuration data are published. field-pattern in context
• Table 3 in a cloud Offer Disclosure lists data centre locations and the Webex Contact Center disclosure lists 12 Cisco locations plus 11 AWS regions while the Webex Contact Center Enterprise disclosure lists 7 Cisco locations and names no AWS regions and the Webex Engage disclosure lists 7 AWS regions and names no Cisco owned data centre. fact in context
• An Offer Disclosure is a Cisco document type that states for 1 named offer what personal data it handles for what purpose how long it is kept where it is stored and processed who it is shared with and what security controls apply. inference in context
• The Cisco Webex Contact Center Service Offer Disclosure is the document covering the cloud contact centre product, and it carries the full section set: an overview, data handling with tables 1 to 3, security with the access and controls table at table 6, and an artificial intelligence section with table 7. fact in context
• None of the 7 sources read for this topic addresses the 90-day AI Agent transcript retention or the 180 day debug log retention the AI Agent Studio guide states, so those figures are neither confirmed nor contradicted. inference in context
• Content generated by the AI Agent and AI Assistant is retained per the customer's configured settings while active and deleted within 60 days of termination. fact in context
• Whether the 36 month historical reporting figure in the offer disclosure describes the same data as the 13-month Webex Analyzer figure in the draft migration guide cannot be determined; neither document uses the other's terminology. inference in context
• Cisco names Calabrio as an optional subprocessor that may receive voice communication recordings, screen recordings and workforce optimization content for quality management, workforce management, analytics and cloud infrastructure storage. fact in context
• The same data category names carry unrelated retention regimes across the 3 offer disclosures: events data is 36 months or configured in the cloud contact centre, 60 days with an undefined longer tier in the Enterprise product, and 6 months live plus 2 years archived in Webex Engage. inference in context
• End user phone numbers and their associated call detail records are retained for 1 year while a customer is active and for 1 year after termination. fact in context
• Cisco states that the cloud Webex Contact Center offer does not use customer content or customer systems information to train or fine-tune its generative or agentic artificial intelligence. fact in context
• The cloud Webex Contact Center trust package names payment card industry certification, 4 ISO standards, business continuity certification, service organisation control reporting, health information compliance, the German cloud computing catalogue, a cloud security alliance registration and European cloud code of conduct adherence. fact in context
• Cisco states that chat, email, short message and social media digital channel transcripts are retained for 6 months through Cisco Engage with a further 18 months available on request. disputed in context
• Cisco holds a French health data hosting certification for Webex Contact Center provisioned in the European Economic Area and states that customers relying on it must select a region within that area for data storage. fact in context
• Historical reporting data in cloud Webex Contact Center is retained for 36 months while a customer is active. fact in context
• Agent and user generated data in cloud Webex Contact Center, covering recordings, transcripts, call associated data, digital content and historical reporting, is deleted within 60 days of termination or expiration. fact in context
• The Webex Contact Center offer disclosure publishes no fixed period for voice recordings and transcriptions while a customer is active, stating instead that they are retained per the customer's configured settings. fact in context
• The cloud offer disclosure names 7 generative and agentic artificial intelligence features and points each at its own transparency note: agent answers and suggested responses, agent burnout detection, auto customer satisfaction, call summaries and handoff to agent, topic analysis, workforce optimization enhancements, and Webex AI Agent. fact in context
• The offer disclosure names Google as providing transcription through its contact centre artificial intelligence service and Microsoft Azure as providing the AI Agent and AI Assistant services, alongside Eleven Labs and Nuance for text to speech and Deepgram and Soniox for speech to text. fact in context
• The offer disclosure enumerates 6 circumstances in which cross-border transfers of personal data may still occur despite a data residency selection, including collaboration outside the region, technical support, optional functionality, registration on a Cisco platform, ordering information and mobile push notifications. fact in context
• Cisco states that when a subscription is purchased it creates, processes and stores the information in the United States regardless of the regional cloud the accounts are later provisioned in. fact in context
• In cloud Webex Contact Center administrative data, host and usage information and telemetry data are each retained 1 year active and 1 year after termination, configuration data 60 days in both states, and events data 36 months or per configured settings active with 1 year after termination. fact in context
• No current source confirms the 13-month call detail record retention or the 6-month European figure that Cisco's draft migration guide offers as configurable examples; the current offer disclosure gives 1 year for call detail records and defers recordings to the customer's setting. inference in context

Cite this source record

APA

WarmTransfer. (2026, June 1). Cisco Webex Contact Center Service Offer Disclosure. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-trustportal-wxcc-offer-disclosure

BibTeX

@misc{warmtransfer-cisco-trustportal-wxcc-offer-disclosure,
  title  = {Cisco Webex Contact Center Service Offer Disclosure},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-trustportal-wxcc-offer-disclosure},
  note   = {Cisco Systems, Inc. (Cisco Trust Portal), accessed 2026-09-05}
}