Launches, retirements, deals, outages and rules that touch contact center and CX technology. Each item is dated, written in our words from the page it cites, and labelled for the source it rests on.
13 items. Latest 30 September 2026.
Market Watch is kept apart from the research. An item never changes a research finding, a vendor profile, a grade, a tool's result or Vendor Match. A vendor new to the market gets a researched profile only once it passes the research gate.
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.
Source: Federal Communications Commission, FCC Votes to Give Consumers More Choice in the Calls They Receive (news release, FCC 26-67), 30 September 2026. Also: Federal Communications Commission, Statement of Chairman Brendan Carr, FCC 26-67, 30 September 2026. Checked 1 October 2026.
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.
Source: Salesforce Trust, Trust Status (incident 20004433), 16 September 2026. Also: CIO, Salesforce's massive outage exposes the hidden risks of cloud dependencies, 16 September 2026. Checked 27 September 2026.
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.
Source: U.S. Securities and Exchange Commission (Salesforce, Inc. filing), Salesforce, Inc. Form S-8 Registration Statement, 10 September 2026. Also: Salesforce, Salesforce Completes Acquisition of Fin, 10 September 2026. Checked 27 September 2026.
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.
Source: Federal Communications Commission, FCC Fact Sheet: Rules and Regulations Implementing the Telephone Consumer Protection Act of 1991, Report and Order and Further Notice of Proposed Rulemaking (FCC-CIRC 2609-05), 9 September 2026. Also: Inside Global Tech (Covington), FCC Releases Draft Rules and Proposals on TCPA Consent Revocation, 11 September 2026. Checked 1 October 2026.
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.
Source: Amazon Web Services, Release notes for Connect Customer - Amazon Connect Customer, September 2026. Also: Amazon Web Services, Amazon Connect Customer announces general availability of agentic CX designer, 2 September 2026. Checked 27 September 2026.
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.
Source: Federal Communications Commission, FCC Cuts Off Providers for Violating Robocall Rules, 2 September 2026. Checked 27 September 2026.
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.
Source: Genesys, Genesys Launches New Innovations that Advance Genesys Cloud as the Agentic Orchestration Platform for Customer Experience, 2 September 2026. Checked 27 September 2026.
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.
Source: Microsoft Dynamics 365 Blog, One always-on roadmap: Dynamics 365, Power Platform, and Dataverse join the AI at Work roadmap, 25 August 2026. Checked 27 September 2026.
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.
Source: Publications Office of the European Union (EUR-Lex), Regulation (EU) 2026/1744 of the European Parliament and of the Council of 8 July 2026 amending Regulations (EU) 2024/1689, (EU) 2018/1139 and (EU) 2023/1230 (Digital Omnibus on AI), OJ L, 24.7.2026, 24 July 2026. Also: Law & Technology, Digital Omnibus on AI in the Official Journal: Regulation (EU) 2026/1744 is published, 24 July 2026. Checked 1 October 2026.
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.
Source: Cisco, Cisco Collaboration Flex Plan - End-of-Sale and End-of-Life Announcement for the Cisco Webex WFO, 1 July 2026. Checked 27 September 2026.
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.
Source: Avaya, End of Sale Notice: End of Sale - Avaya Agent for Desktop (SIP and H.323), 16 April 2026. Checked 27 September 2026.
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.
Source: ISPreview UK, Ofcom Introduce New UK Rules to Tackle Mobile Messaging Scams UPDATE, 15 July 2026. Checked 27 September 2026.
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.
Source: Zoom, Deploy Zoom Virtual Agent Receptionist across any telephony environment, 9 July 2026. Checked 27 September 2026.
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