The Center of CX: Updates https://www.contactcentercx.com/updates New Market Watch items, newly researched vendor profiles and research corrections from The Center of CX, newest first. en Wed, 30 Sep 2026 12:00:00 +0000 FCC adopts narrower robocall consent revocation rules and seeks comment on more https://www.contactcentercx.com/market-watch#mw-2026-09-30-fcc-tcpa-revocation-adopted mw-2026-09-30-fcc-tcpa-revocation-adopted Wed, 30 Sep 2026 12:00:00 +0000 Market Watch The FCC adopted its Report and Order in CG Docket 02-278 (FCC 26-67) on 30 September 2026, three commissioners approving. Consumers can stop one category of informational robocall and keep the others, and callers can designate the method for revoking consent. A further notice asks about shorter honoring times and revocation by reply text. Aircall research published https://www.contactcentercx.com/vendors/aircall research-aircall Thu, 24 Sep 2026 12:00:00 +0000 Vendor research Our research on Aircall: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-24. Alvaria research published https://www.contactcentercx.com/vendors/alvaria research-alvaria Thu, 24 Sep 2026 12:00:00 +0000 Vendor research Our research on Alvaria: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-24. AnywhereNow research published https://www.contactcentercx.com/vendors/anywhere-now research-anywhere-now Thu, 24 Sep 2026 12:00:00 +0000 Vendor research Our research on AnywhereNow: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-24. Luware research published https://www.contactcentercx.com/vendors/luware research-luware Thu, 24 Sep 2026 12:00:00 +0000 Vendor research Our research on Luware: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-24. Avaya research published https://www.contactcentercx.com/vendors/avaya research-avaya Wed, 23 Sep 2026 12:00:00 +0000 Vendor research Our research on Avaya: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-23. Bright Pattern research published https://www.contactcentercx.com/vendors/bright-pattern research-bright-pattern Wed, 23 Sep 2026 12:00:00 +0000 Vendor research Our research on Bright Pattern: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-23. Enghouse Interactive research published https://www.contactcentercx.com/vendors/enghouse research-enghouse Wed, 23 Sep 2026 12:00:00 +0000 Vendor research Our research on Enghouse Interactive: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-23. UJET research published https://www.contactcentercx.com/vendors/ujet research-ujet Wed, 23 Sep 2026 12:00:00 +0000 Vendor research Our research on UJET: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-23. Vonage research published https://www.contactcentercx.com/vendors/vonage research-vonage Wed, 23 Sep 2026 12:00:00 +0000 Vendor research Our research on Vonage: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-23. 8x8 research published https://www.contactcentercx.com/vendors/8x8 research-8x8 Tue, 22 Sep 2026 12:00:00 +0000 Vendor research Our research on 8x8: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-22. Cisco Webex Contact Center research published https://www.contactcentercx.com/vendors/cisco research-cisco Tue, 22 Sep 2026 12:00:00 +0000 Vendor research Our research on Cisco Webex Contact Center: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-22. Dialpad research published https://www.contactcentercx.com/vendors/dialpad research-dialpad Tue, 22 Sep 2026 12:00:00 +0000 Vendor research Our research on Dialpad: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-22. Odigo research published https://www.contactcentercx.com/vendors/odigo research-odigo Tue, 22 Sep 2026 12:00:00 +0000 Vendor research Our research on Odigo: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-22. Puzzel research published https://www.contactcentercx.com/vendors/puzzel research-puzzel Tue, 22 Sep 2026 12:00:00 +0000 Vendor research Our research on Puzzel: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-22. RingCentral RingCX research published https://www.contactcentercx.com/vendors/ringcentral research-ringcentral Tue, 22 Sep 2026 12:00:00 +0000 Vendor research Our research on RingCentral RingCX: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-22. Zoom Contact Center research published https://www.contactcentercx.com/vendors/zoom research-zoom Tue, 22 Sep 2026 12:00:00 +0000 Vendor research Our research on Zoom Contact Center: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-22. Amazon Connect research published https://www.contactcentercx.com/vendors/amazon-connect research-amazon-connect Mon, 21 Sep 2026 12:00:00 +0000 Vendor research Our research on Amazon Connect: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-21. Content Guru research published https://www.contactcentercx.com/vendors/content-guru research-content-guru Mon, 21 Sep 2026 12:00:00 +0000 Vendor research Our research on Content Guru: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-21. Five9 research published https://www.contactcentercx.com/vendors/five9 research-five9 Mon, 21 Sep 2026 12:00:00 +0000 Vendor research Our research on Five9: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-21. Genesys Cloud CX research published https://www.contactcentercx.com/vendors/genesys research-genesys Mon, 21 Sep 2026 12:00:00 +0000 Vendor research Our research on Genesys Cloud CX: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-21. Talkdesk research published https://www.contactcentercx.com/vendors/talkdesk research-talkdesk Mon, 21 Sep 2026 12:00:00 +0000 Vendor research Our research on Talkdesk: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-21. NICE CXone research published https://www.contactcentercx.com/vendors/nice-cxone research-nice-cxone Sat, 19 Sep 2026 12:00:00 +0000 Vendor research Our research on NICE CXone: fit, findings with their sources, where it breaks, what it takes to run, and what to ask for. Validated 2026-09-19. Salesforce reports major disruption across hundreds of Hyperforce production instances on 16 September https://www.contactcentercx.com/market-watch#mw-2026-09-16-salesforce-hyperforce-disruption mw-2026-09-16-salesforce-hyperforce-disruption Wed, 16 Sep 2026 12:00:00 +0000 Market Watch Salesforce's status record shows a major service disruption from 07:50 to 15:26 UTC on 16 September 2026, with delays, errors and trouble reaching services or opening support cases. Salesforce said a full investigation of trigger and cause would follow; no root cause was posted on the record when checked. Salesforce closes its acquisition of Fin, the company formerly named Intercom https://www.contactcentercx.com/market-watch#mw-2026-09-10-salesforce-completes-fin mw-2026-09-10-salesforce-completes-fin Thu, 10 Sep 2026 12:00:00 +0000 Market Watch Salesforce completed the purchase of Intercom, Inc., now called Fin, on 10 September 2026 under a merger agreement signed on 15 June 2026. Salesforce says Fin will keep serving its existing customers as part of its AI Labs unit. FCC circulates draft order narrowing how robocall consent revocations must be honored https://www.contactcentercx.com/market-watch#mw-2026-09-09-fcc-tcpa-revocation-draft mw-2026-09-09-fcc-tcpa-revocation-draft Wed, 09 Sep 2026 12:00:00 +0000 Market Watch The FCC circulated a draft order in CG Docket 02-278 for its 30 September 2026 meeting. Callers could treat an opt-out as covering only the category of informational calls it targets and name exclusive opt-out methods. The Commission adopted the order on 30 September 2026; the item of that date records the vote. Amazon Connect agentic CX designer reaches general availability https://www.contactcentercx.com/market-watch#mw-2026-09-02-amazon-connect-agentic-cx-designer-ga mw-2026-09-02-amazon-connect-agentic-cx-designer-ga Wed, 02 Sep 2026 12:00:00 +0000 Market Watch AWS made its no-code canvas for building voice and digital self-service with AI agents and rule-based steps generally available. It runs in N. Virginia, Oregon, Canada Central, Tokyo, Seoul, Singapore, Sydney, Frankfurt and London. The announcement gives no pricing. FCC removes 14 voice providers from Robocall Mitigation Database, orders their traffic blocked https://www.contactcentercx.com/market-watch#mw-2026-09-02-fcc-rmd-removals mw-2026-09-02-fcc-rmd-removals Wed, 02 Sep 2026 12:00:00 +0000 Market Watch The FCC Enforcement Bureau removed 14 providers that did not fix deficient database certifications or answer show cause orders. Other U.S. voice and intermediate providers were given two days to start blocking all of their traffic. Genesys releases Contextual Intelligence and AI Control Plane, dates Navigator and Orchestrator https://www.contactcentercx.com/market-watch#mw-2026-09-02-genesys-xperience-agentic mw-2026-09-02-genesys-xperience-agentic Wed, 02 Sep 2026 12:00:00 +0000 Market Watch At Xperience 2026 Genesys said Contextual Intelligence and the AI Control Plane for Genesys Cloud are available now. It expects Genesys Cloud Navigator to be generally available between 1 November 2026 and 31 January 2027, and Orchestrator between 1 February and 30 April 2027. Microsoft ends twice-yearly Dynamics 365 release waves and retires Release Planner https://www.contactcentercx.com/market-watch#mw-2026-08-25-microsoft-retires-release-waves mw-2026-08-25-microsoft-retires-release-waves Tue, 25 Aug 2026 12:00:00 +0000 Market Watch Microsoft said Dynamics 365, Power Platform and Dataverse capabilities will be published continuously on the AI at Work roadmap from September 2026. Roadmap items with preview or GA dates from 1 June 2026 move there, and Release Planner is to be retired by 15 November 2026. EU Digital Omnibus on AI enters into force, pushing back high-risk AI Act deadlines https://www.contactcentercx.com/market-watch#mw-2026-07-27-eu-ai-omnibus-in-force mw-2026-07-27-eu-ai-omnibus-in-force Mon, 27 Jul 2026 12:00:00 +0000 Market Watch Regulation (EU) 2026/1744 appeared in the EU Official Journal on 24 July 2026 and took effect on 27 July. Stand-alone high-risk system rules now apply from 2 December 2027 and product-embedded ones from 2 August 2028. General AI Act provisions still apply from 2 August 2026. Cisco stops taking new orders for Webex WFO recording, quality and workforce tools https://www.contactcentercx.com/market-watch#mw-2026-07-25-cisco-webex-wfo-last-order mw-2026-07-25-cisco-webex-wfo-last-order Sat, 25 Jul 2026 12:00:00 +0000 Market Watch Cisco's end of life notice for Webex WFO set 25 July 2026 as the last order date for 28 SKUs, including call recording, quality management and workforce management. Renewals and changes end 30 July 2027 and support ends 31 July 2031. Cisco lists Webex Contact Center native features among migration options. Avaya ends sale of Avaya Agent for Desktop for new systems https://www.contactcentercx.com/market-watch#mw-2026-07-20-avaya-agent-for-desktop-eos mw-2026-07-20-avaya-agent-for-desktop-eos Mon, 20 Jul 2026 12:00:00 +0000 Market Watch From 20 July 2026 Avaya no longer sells the SIP and H.323 versions of Avaya Agent for Desktop to new systems. Expansions for existing systems and manufacturer software support end 23 October 2028. Avaya points SIP users to Avaya Workplace and H.323 users to Workplace or J1xx endpoints. Ofcom sets new UK rules for business text messaging to curb scams https://www.contactcentercx.com/market-watch#mw-2026-07-15-ofcom-a2p-sms-rules mw-2026-07-15-ofcom-a2p-sms-rules Wed, 15 Jul 2026 12:00:00 +0000 Market Watch Ofcom confirmed rules for mobile operators and aggregators. Business-to-person messaging must carry stronger know-your-customer checks at onboarding, controls against fake alphanumeric sender IDs and ongoing traffic monitoring, from 15 July 2027. Person-to-person rules start 18 January 2027. OTT apps such as WhatsApp fall outside scope. Zoom sells Virtual Agent Receptionist on its own, without Zoom Phone https://www.contactcentercx.com/market-watch#mw-2026-07-09-zoom-virtual-agent-receptionist-standalone mw-2026-07-09-zoom-virtual-agent-receptionist-standalone Thu, 09 Jul 2026 12:00:00 +0000 Market Watch Zoom made its AI receptionist available for purchase online as a standalone product that works with other phone systems. Listed pricing is $29.99 USD per month for 100 minutes, or $24.99 USD per month for 100 minutes on annual billing.