New Market Watch items, newly researched vendor profiles and research corrections, by week. We review the market every week and add the Market Watch items that pass our source rules. A quiet week can add none; nothing is added to fill the space.
35 updates. Latest 30 September 2026.
Add a feed to any feed reader: RSS or JSON Feed. Or get the email.
The feeds carry the same entries as this page and nothing about you: a feed reader fetches a file.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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'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 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.
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.
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.
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.
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 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.
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'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.
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 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 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.
Changes to how our tools calculate are recorded with each method's version number on its method page.