Agentic Index
Infobip vs Webex AI Agent (2026)
Both put AI agents in front of customers on voice and digital channels, and they start from different places. That verdict is the Agentic Index coverage score, graded from each vendor's own published materials.
Webex AI Agent is Cisco's add on for its own contact centers, Webex Contact Center and the Unified CCE family. Autonomous agents work toward a goal with up to ten actions, including MCP tools and Webex Connect flows, alongside scripted agents for tightly defined tasks, all inside existing routing, reporting and administration. Infobip's AgentOS stands on its own on Infobip's messaging network, with agents that pick tools, a model chosen per agent, a Quality center for test runs and handoff to Infobip's Inbox, at a public starting price. Webex keeps contact center data in one of eight regions, while Infobip places each account in one of five named data centers. Choose Webex AI Agent when your contact center already runs on Cisco, and Infobip when you want agents and messaging reach without a contact center platform underneath.
This comparison is published by Agentic Index, an independent agentic AI vendor research platform. Infobip and Webex AI Agent are each graded against the same 14 capability Agentic Index taxonomy, from the vendor's own public materials under the Agentic Index verification standard, alongside 955 researched vendors. No vendor pays for placement and no vendor has reviewed this page. How this evidence is graded
Choose Infobip if
- You do not run a Cisco contact center and want agents without buying one.
- You want to choose the language model for each agent.
- Agents need Viber, Kakao, Line, Zalo, Telegram or Apple Messages for Business.
- The price should be public, with AgentOS from $530 a month plus a fee per outbound interaction and inbound free.
- Saved test groups and cases should check an agent before each release.
Choose Webex AI Agent if
- Your contact center runs on Webex Contact Center, Unified CCE or Packaged CCE, and agents should use its routing and reporting.
- Contact center data has to stay in one of eight regions, including the UK, Canada, Japan, Singapore or Australia.
- Some requests need scripted agents that follow defined rules, and others autonomous agents that work toward a goal.
- Knowledge base syncs should wait for a reviewer's approval before the agent uses new content.
- Transcripts should stay until a full administrator grants access to them.
| Feature | I Infobip |
W Webex AI Agent |
|---|---|---|
| Action & orchestration | ||
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Integrations & Tool Calling Ability to connect agents to real systems through native integrations, OAuth-authenticated actions, custom tools, APIs, webhooks, or MCP-compatible tools. |
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InfobipIntegrations & Tool Calling In the Tools section a customer adds three kinds of tool to each agent, a Component, an MCP server or an Exchange application, which let the agent call APIs, execute backend logic, retrieve external data and trigger automated workflows. Components encapsulate reusable logic and can orchestrate multiple API calls or backend processes for complex integrations. MCP servers are configured with a name, endpoint URL, HTTP headers for authentication tokens, and an Allowed functions field naming which actions the server may take when called, so each connection is authenticated and scoped. Exchange applications are selected from a published integrations catalog. Underneath sits the messaging estate the agent acts through, more than fifteen natively integrated channels each with its own API, plus the modular CPaaS X stack. Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05 |
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Webex AI AgentIntegrations & Tool Calling Each autonomous agent carries up to ten actions. MCP client actions connect outside tools and authenticate with OAuth2 client credentials, an API key or custom headers, and each tool run is logged as a success or failure. Fulfillment actions run Webex Connect Flow Builder flows, the route by which an agent reaches back office and CRM systems through Cisco's integration layer, and custom transfer actions route to another AI agent, a person, voicemail or a hunt group. Input entities the action needs are defined in a table or a JSON schema and filled from the conversation. MCP actions cannot be edited once created, so a change means a new action. Sourcehelp.webex.com/en-us/article/ncs9r37/webex-ai-agent-studio-administration-guideread 2026-10-11 |
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Workflow Orchestration Ability to sequence, branch, retry, route, and combine deterministic workflow nodes with autonomous agent steps. |
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InfobipWorkflow Orchestration An AI agent can be set up as an orchestrator that coordinates other agents. The customer adds subagents from a list, and the orchestrator delegates tasks to specialized agents, combines their responses and controls conversation routing, with the agents table showing how many subagents each orchestrator has connected. Each agent's Description field is what other agents read to decide when to call it. Beneath that, Automation Studio builds journey flows and chatbots that route on rules, triggers and Customer Profiles data, and the Agent connector element drops an AI agent into a chatbot so deterministic flows and autonomous agents combine in one path. Agents themselves execute multi-step tasks, calling tools in sequence to reach a goal. Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05 |
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Webex AI AgentWorkflow Orchestration An autonomous agent works toward a goal written as instructions, deciding from the conversation which of its actions to run and collecting the inputs each needs, while multistep back office work runs in Webex Connect Flow Builder flows the agent calls, with a fulfillment timeout set between 10 and 30 seconds. Custom transfers pass a conversation from one AI agent to another or to a person, announced or silent, so a team can split work across specialist agents. Scripted agents follow defined rules for structured tasks alongside them, and a tenant can hold up to 100 agents of both kinds. Sourcehelp.webex.com/en-us/article/ncs9r37/webex-ai-agent-studio-administration-guideread 2026-10-11 |
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Triggers & Channel Coverage How agents wake up and where they work: schedules, webhooks, message events, CRM events, inbox events, chat, email, voice, and collaboration tools. |
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InfobipTriggers & Channel Coverage Agents work across WhatsApp, SMS, RCS, MMS, email, voice, live chat, video, in-app messaging, mobile push, Viber, Messenger, Instagram, Telegram, Apple Messages for Business, Kakao, Line and Zalo, each with its own API page, all flowing through the same system. Work starts in three ways, inbound when a customer reaches out on any supported channel, event-driven when Automation Studio journey flows are triggered by customer behavior or profile changes, and scheduled when journeys start on dates. Voice is built in, with a Transfer call to AI agent element placing an agent inside an IVR flow, and Broadcast handles outbound at volume. Sourceinfobip.com/docs/automation-studioread 2026-09-05 |
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Webex AI AgentTriggers & Channel Coverage Calls and digital chats reach the agent through the contact center's own entry points and routing, in Webex Contact Center, Webex Contact Center Enterprise, Unified CCE, Packaged CCE and, in an alpha release, Unified CCX. Digital agents come with the voice subscription order, and Webex Connect Flow Builder hands chats to an agent through its Virtual Agent V2 activity. The agent answers before a customer reaches a person and hands back into the same queues. On voice, callers can interrupt the agent mid reply, and a session closes after three prompts in a row go unanswered. Cisco names voice and chat as the channels, without SMS or WhatsApp. Sourcehelp.webex.com/en-us/article/ncs9r37/webex-ai-agent-studio-administration-guideread 2026-10-11 |
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| Knowledge & context | ||
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Knowledge Grounding & RAG Ability to ground agent behavior in company data through document ingestion, retrieval, external knowledge APIs, semantic search, or RAG layers. |
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InfobipKnowledge Grounding & RAG Knowledge agents are specialized agents for retrieving information from documents, URLs and files, built for FAQ-style interactions, and they sit alongside a Knowledge Base shared component available across AgentOS. Quality center has a dedicated Knowledge agents section that validates responses against expected answers and tracks quality over time, against a persistent body of content the customer curates. General-purpose AI agents reach the same material through tools and components. The Customer Profiles data platform is a separate database of customer profiles and events. Sourceinfobip.com/docs/ai-agents/knowledge-agents/overviewread 2026-09-05 |
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Webex AI AgentKnowledge Grounding & RAG Knowledge bases take files such as PDFs, Word documents, Excel workbooks and CSV files, written articles and website crawls, up to 2GB and 100 files per knowledge base, 10MB per file and 300 pages per PDF, and one knowledge base can serve several agents. A crawl reaches up to 250 pages at a depth of up to two links, across up to 10 URL patterns and 10 subdomains, and spreadsheets can hold up to 3,000,000 characters. Web sources show a syncing status while content is extracted, and with content approval on, a sync waits as pending approval until someone approves or declines the changes. Payment card, personal and health data are meant to stay out of knowledge bases. Sourcehelp.webex.com/en-us/article/ncs9r37/webex-ai-agent-studio-administration-guideread 2026-10-11 |
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Memory & State Persistence Ability to persist context across a run, conversation, workflow, user, team, or longer-term memory layer. |
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InfobipMemory & State Persistence Customer Profiles is AgentOS's customer data platform, holding person and company profiles, attributes, segments and behavioral events, with interaction history available to AI agents so they can personalize responses and make context-aware decisions across sessions. Agents also carry session state within a conversation, and past sessions can be viewed through Session history. Customer Profiles is a store the customer loads and queries, not state the agent forms and retains, and Infobip has no agent memory product, no scope, lifetime or deletion control for retained agent state, and no memory entry in the AgentOS product set. Sourceinfobip.com/docs/customer-profilesread 2026-09-05 |
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Webex AI AgentMemory & State Persistence Within a conversation the agent fills input entities and keeps them for its actions, and global variables pass values into reports. Each session starts fresh. The studio keeps no memory that carries what a customer said in one conversation into the next, and transcripts are purged automatically after 90 days. Sourcehelp.webex.com/en-us/article/ncs9r37/webex-ai-agent-studio-administration-guideread 2026-10-11 |
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| Control & trust | ||
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Human Oversight & Guardrails Approval steps, consent checkpoints, escalation rules, structured guardrails, policy constraints, and pause/resume controls. |
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InfobipHuman Oversight & Guardrails Guardrails are a field in the agent's Advanced settings with their own configuration page, where the customer selects content filters that detect and block harmful content in agent conversations, controlling what the agent can and cannot discuss. Release control sits with the customer too, since a configured agent stays a draft until a named version is created and explicitly activated for production, with earlier versions available to roll back to. Each MCP server carries an Allowed functions list naming what it may do when called. When automation reaches its limit the conversation transfers to Inbox with the complete history, so the customer does not have to start over with the human agent, who works with an Inbox copilot. Infobip does not describe an approval step before an individual agent action goes out. Sourceinfobip.com/docs/ai-agents/ai-agents/configure-guardrailsread 2026-09-05 |
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Webex AI AgentHuman Oversight & Guardrails Agent handover to a human is on by default for every autonomous agent, and custom transfers send callers to a person, a queue or voicemail. Built in guardrails keep the agent from unethical or harmful replies, the instruction optimizer tones down abusive or overly strong wording for the team to accept or discard, and knowledge syncs can be held for a person to approve. EU deployments show an AI transparency notice by default, and previews can show it too. No person approves an individual action before it runs. Sourcehelp.webex.com/en-us/article/ncs9r37/webex-ai-agent-studio-administration-guideread 2026-10-11 |
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Security, Identity & Governance RBAC, SSO, auditability, encryption, least-privilege tool access, compliance posture, and data handling policy. |
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InfobipSecurity, Identity & Governance Infobip is audited regularly against ISO/IEC 27001, 27017, 27018 and 22301 and the ISAE 3000 standard, assessed annually, with certificates available for download at infobip.com/certificates and a full or summary copy of current reports provided on written request. It also holds a HIPAA attestation under SSAE 18, and its sub-processor list, data transfer agreement, data retention notice and privacy notice are all public at named URLs. Single sign on works through any SAML 2.0 identity provider with SP-initiated flow, with identity-provider groups mapped to custom roles and re-synchronized on every login, and role-based access control with predefined and custom roles governs per-feature permissions. Admins can set two-factor authentication to be remembered or required at each login, and password validity and maximum login attempt policies, IP safelisting and separate API access permissions complete the controls. Infobip's identity, authentication and fraud prevention products are things it sells to its customers, not controls over the customer's own tenant. Sourceinfobip.com/docs/essentials/manage-my-account/account-settingsread 2026-09-05 |
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Webex AI AgentSecurity, Identity & Governance Five administrator roles, full, contact center service, provisioning, read only and supervisor, govern AI Agent Studio through Control Hub or Webex Connect, and custom roles can carry narrower permissions such as viewing the audit log. Transcript access is off by default until a full administrator grants decryption through the enterprise profile, tenant encryption keys sit in a key management service, no Cisco employee accesses raw audio or text during inference, and recording playback switches off when payment card data is detected. Webex as a whole holds ISO/IEC 27001 certification and supports HIPAA and GDPR use, but no certification is tied to AI Agent itself, and MCP actions do not support group level access control. Sourcehelp.webex.com/en-us/article/ncs9r37/webex-ai-agent-studio-administration-guideread 2026-10-11 |
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Observability & Auditability Traces, logs, execution histories, metrics, audit events, and debugging detail for production agent behavior. |
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InfobipObservability & Auditability Insights and Analytics, one of the five AgentOS products, monitors AI agent performance, tool usage and session tracking through dedicated dashboards, with every interaction across all five products feeding it and the output covering performance metrics, root causes and AI-driven recommendations. Tool usage and session tracking record what an individual agent did, not only an aggregate. From inside an agent, Go to Session history opens previous sessions with their analytics, and View as code renders the running configuration. Changes are tracked separately, since agents autosave up to ten draft versions, named versions are created and activated deliberately, and version history records what was live when. Infobip does not describe an immutable audit log with actor and timestamp for configuration changes. Sourceinfobip.com/docs/insights-and-analyticsread 2026-09-05 |
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Webex AI AgentObservability & Auditability Session lists and session details show each conversation an agent handled, filtered by test sessions, handovers, errors or downvoted replies, and MCP tool runs record success or failure. Analytics count sessions, sessions resolved with no human involved, handovers, messages and users, each with daily averages, and custom reports cover AI agent call records and outcome distribution, with scripted agents adding views for training, responses and curation. Each publish saves a version, and change logs record who changed what, where and when, searchable by admins, AI agent developers and custom roles with audit log access. Sourcehelp.webex.com/en-us/article/ncs9r37/webex-ai-agent-studio-administration-guideread 2026-10-11 |
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Deployment & Data Residency Deployment modes and options, including SaaS, dedicated cloud, VPC, on-prem, hybrid, local runtime, and self-hosting. |
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InfobipDeployment & Data Residency AI agents are available only in five data centers, Europe (EU1), Sweden (SE1), Germany (FR4), India (MUNM) and United States (NY2), so an account sits in a named region across three continents and the customer can tell which. Infobip publishes its full legal tier openly, a sub-processor list, a data transfer agreement, a data retention notice and a privacy notice, each at its own public URL, plus an infrastructure overview and network connectivity options. Infobip offers no self service or other way for the customer to choose or move their region, placement appears to be set at account provisioning, and there is no on premise, private cloud or single tenant deployment. Sourceinfobip.com/docs/ai-agents/ai-agents/overviewread 2026-09-05 |
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Webex AI AgentDeployment & Data Residency Contact center data is stored in one of eight regions, the United States, the United Kingdom, the European Union, Canada, Japan, Australia, Singapore and India, and Webex AI Pro US and Europe engines serve customers in the US and the EU. GPU based model and speech processing can run outside the home region, Azure OpenAI runs globally for several regions, and EU inference stays in the EU even during failover. Cisco's residency tables disagree with each other in places, so exact processing locations outside the EU carry some uncertainty. Sourcehelp.webex.com/en-us/article/9qrsly/data-security,-privacy,-and-residency-in-webex-contact-centerread 2026-10-11 |
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| Solution readiness | ||
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Prebuilt Agents, Templates & Packs Ready-made workflows, packaged employees, templates, blueprints, industry solutions, and role-specific agents that reduce time-to-value. |
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InfobipPrebuilt Agents, Templates & Packs Agent instructions can be filled from predefined templates, Appointment booking agent, Order status assistant and Sales representative, and Automation Studio has its own predefined and custom templates to speed up journey and chatbot creation. Agents move as units, since an existing agent can be duplicated, exported to a .export file and imported into another workspace. Components are reusable logic blocks selected from a list and shared across agents. AgentOS itself ships as five named products a customer switches on. The template set is small, and there is no browsable marketplace of ready made agents. Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05 |
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Webex AI AgentPrebuilt Agents, Templates & Packs A new AI agent starts from scratch or from a predefined template, for scripted and autonomous agents alike, and a tenant holds up to 100 agents across both types. Each agent's details export as JSON. Cisco does not name the templates outside the studio itself. Sourcehelp.webex.com/en-us/article/ncs9r37/webex-ai-agent-studio-administration-guideread 2026-10-11 |
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| Platform extensibility | ||
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Model Flexibility & Routing Ability to work across multiple foundation models, route tasks to different models, or let buyers bring their own providers and keys. |
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InfobipModel Flexibility & Routing Under Advanced settings when configuring an AI agent, the Model field lets the customer select the LLM that best matches its requirements for reasoning capability, latency and cost, so each agent can run on a different model. It sits alongside Guardrails and structured output in the same settings panel, and the Instructions field acts as the system prompt for the underlying language model. Third party agents reaching Infobip through MCP are a matter of interoperability, not model choice. Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05 |
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Webex AI AgentModel Flexibility & Routing Each agent runs on an AI engine the team picks from the Webex AI Pro family, with standard, US and Europe variants in 1.0 and 2.0 versions and the 1.0 engines due for deprecation. Pro 2.0 handles multilingual contact centers, while the US and Europe engines are English only, and scripted agents run on Webex AI Agent Pro engines with Swiftmatch. The engines are Cisco's own packaging over models that include Azure OpenAI, and a team cannot pick a model provider directly. Sourcehelp.webex.com/en-us/article/ncs9r37/webex-ai-agent-studio-administration-guideread 2026-10-11 |
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APIs, SDKs & MCP Extensibility Composability layer: stable APIs, SDKs, MCP tool consumption/serving, custom tools, and integration into internal systems. |
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InfobipAPIs, SDKs & MCP Extensibility Infobip publishes an API reference, SDKs, release notes, an integrations catalog and a public roadmap, all reachable without a login, plus Postman collections, a GitHub organization and a developer Discord. Every channel is exposed as its own REST API, and the modular CPaaS X stack is sold specifically for platforms building on top. On the agent side, MCP servers let an Infobip agent call outside systems with scoped allowed functions, and an agent's configuration can be viewed as code, exported to a portable file and imported elsewhere, with structured output constrained by a customer-defined JSON schema. Components let a developer encapsulate backend logic the agent then calls, and Exchange applications add partner integrations. Sourceinfobip.com/docs/apiread 2026-09-05 |
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Webex AI AgentAPIs, SDKs & MCP Extensibility Webex for Developers carries Webex Contact Center APIs and a web SDK for contact center applications. Agents themselves are built, tested and published inside the studio, with each agent's details exportable as JSON, and the MCP support in the studio points outward to other tools. Sourcedeveloper.webex.com/webex-contact-center/docs/webex-contact-centerread 2026-10-11 |
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Testing, Debugging & Optimization Testing, debugging, scoring, retries, fallbacks, quality gates, and optimization loops for improving agent workflows before and after deployment. |
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InfobipTesting, Debugging & Optimization AgentOS ships Quality center, a set of tools to monitor, evaluate and improve agent response quality, where the customer creates test groups, defines test cases, runs tests and reviews results to confirm agents behave as expected. For Knowledge agents it validates responses against expected answers and tracks quality over time, producing a scored comparison. Separately, the build flow has a step before publishing, Test an AI agent, that validates agent responses and behavior, and agent versioning lets a team activate a specific version and roll back a bad one. The tests run against the customer's own agent. Sourceinfobip.com/docs/ai-agents/quality-center/overviewread 2026-09-05 |
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Webex AI AgentTesting, Debugging & Optimization Agents can be previewed at creation, while being edited and after deployment, through a preview widget, a chat preview or a voice preview, with voice preview available through Control Hub. The Sessions page separates test sessions from live ones and filters handovers, errors and downvoted replies, and scripted agents have their own test and curation views in analytics. Autonomous agents have no saved test cases with pass or fail results. Sourcehelp.webex.com/en-us/article/ncs9r37/webex-ai-agent-studio-administration-guideread 2026-10-11 |
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| Specialist automation | ||
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Browser & Computer Use Browser, desktop, or remote/local computer control for workflows that cannot be handled through stable APIs alone. |
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InfobipBrowser & Computer Use An Infobip agent reaches other systems through three tool types, all programmatic, Components running backend logic, MCP servers called at an endpoint URL with scoped allowed functions, and Exchange applications from the integrations catalog, and its output side is the messaging estate of more than fifteen channels, each with its own API. AgentOS offers no browser control, hosted session, virtual desktop or interface automation, and nothing in the agent configuration offers a browser, a screen or a pointer. Sourceinfobip.com/docs/ai-agents/ai-agents/configure-ai-agentread 2026-09-05 |
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Webex AI AgentBrowser & Computer Use Agents act through MCP tools, Webex Connect flows and transfers, and website crawls feed knowledge bases when content is added. No hosted browser, remote desktop or screen control is part of the studio. Voice agents collect keypad entries from callers, with digit timeouts and lengths of up to 32 characters, but never drive another system's screen. Sourcehelp.webex.com/en-us/article/ncs9r37/webex-ai-agent-studio-administration-guideread 2026-10-11 |
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Pricing snapshot
Sourced from the Index pricing dataset · open each vendor's profile for full detail.
| Pricing | I Infobip |
W Webex AI Agent |
|---|---|---|
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Entry price Lowest public entry point |
AgentOS starts at $530 a month for the platform, plus a processing fee from $0.07456 per outbound interaction. Channel messaging is pay as you go, priced per message by country and message type. Pricing is customized on expected message volume. | No public price. AI Agent is an add on to the Webex Contact Center Flex 3.0 license, or ordered through Cisco Commerce Workspace for Webex Contact Center Enterprise and Cisco's Unified contact centers. |
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Pricing confidence How public the numbers are |
Public, partial | Contact only |
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Billing Primary billing axis |
Per message and per interaction, by channel and destination country, on top of a monthly AgentOS platform fee. | An add on to the contact center license, metered in a unit Cisco does not disclose. |
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Variable cost Workload / overage exposure |
High variable cost | Medium variable cost |
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Free tier / trial Try before you buy |
No free tierTrial
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No free tierTrial
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Buying motion Self-serve vs sales call |
Mixed | Sales call |
Webex AI Agent is a Cisco product, sold as an add on to Webex Contact Center Flex 3.0 or through Cisco Commerce Workspace, with no public price. Cisco notes that model and speech processing can run outside the chosen region for customers outside the EU. Infobip runs its agents in five named data centers and does not let the customer choose among them.
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