Salesforce data actions must move off the legacy credential type
Genesys will deprecate the Salesforce (legacy) username-and-password credential type for Salesforce data actions on October 7, 2026.
The intelligence feed
Latest CX Platform Updates
Recent releases, platform changes and product updates across the contact-center ecosystem.
Curated from official sources · Reviewed September 25, 2026
All updates
25 updates · Newest first
BYOC Cloud trunks can require inbound SIP digest authentication
Telephony administrators can add standards-based SIP digest authentication to inbound BYOC Cloud carrier trunks, beyond IP-based access control lists.
Network maintenance windows set for Genesys-owned ASNs
Genesys plans regional Sunday maintenance windows between January 10 and January 31, 2027 to move regional prefixes to Genesys-owned Autonomous System Numbers.
Personalized AI Routing matches customers to best-fit agents
Cisco released Personalized AI Routing, which uses customer intent and agent insights to match contacts with agents instead of relying only on fixed routing rules.
Bulk API export reaches up to 36 months of historical data
Administrators can request asynchronous API exports of large historical reporting datasets from CX Data Lake, covering up to 36 months.
Data tables hold more reference data for business-managed configuration
Data tables can hold up to 20,000 values per table and support export, bulk edits, moving tables between instances and loading data from external sources.
Bot flows can manage custom conversation attributes natively
Architect bot and digital bot flows gain native actions to create, retrieve and update custom conversation attributes, with JSON support.
Earlier agentic virtual agent model reaches end of support
Genesys ended support for the existing agentic virtual agents model on October 1, 2026, with automatic migration for customers who do not transition during the opt-in period.
Pipeline 195 addresses stalled dialer delivery
NICE documents a fix for Personal Connection agents remaining available without calls when stale records misrepresented stopped skills.
26.3 CU2 fixes dropped RUNAPP submissions during hold
A Studio fix addresses form submissions that were silently lost while a voice contact was on hold because ONDATA did not fire.
Agents can request adjustments for adherence exceptions
Agents can submit out-of-adherence adjustment requests for review, with approved exceptions reflected in adherence calculations.
Apple Messages invitations support proactive transactional updates
Administrators can configure Apple-approved transactional invitations for updates such as appointments, orders and account notifications.
Exact-match rules can automatically merge duplicate contacts
Administrators can preview and enable daily duplicate-contact merges using exact identifiers, with 14 days of scan history.
Native user tracking comes to Mobile Messenger
Mobile Messenger SDK methods can capture in-app events and customer journeys, reducing the need for direct Journey App Events API integration.
Workitem lists can surface custom attributes
Supervisors can display custom attributes as columns for selected worktypes, bringing triage context into the workitem list.
Manage WhatsApp assets directly in Control Hub
WhatsApp asset setup and ownership move into Control Hub, while existing routing continues through Webex Connect Flow Builder by default.
Five9 outlines its European Voice AI Agent rollout
Five9's European product announcement describes voice customization, governance controls and regional language support. Availability still needs confirmation.
Set task and email capacity by workload type
Task and email concurrency can now reflect workload complexity, priority or business function instead of one limit for the entire channel.
Webex AI Agent adds Pro 2.0 engines
Cisco introduced Webex AI Pro 2.0 engine options and recommends testing existing agents before moving from the 1.0 engines.
Real-time transcripts extend across media regions
Agents can receive real-time transcripts when interaction media is processed outside the organization's primary region.
26.3 brings unified quick responses into general release
Quick responses move toward one administration surface, with skill-based visibility replacing the earlier tag-based model.
Agentic CX designer reaches general availability
The visual designer combines open-ended AI conversations with deterministic workflow steps for voice and digital self-service.
Manual outbound calls gain configurable compliance checks
The 26.3 release adds checks for agent-dialed calls using Outbound Engagement rules, with calls blocked when a configured check fails.
Global Resiliency routes contacts across two active Regions
Cross-region routing lets agents in either linked Region receive contacts, with unified analytics and contact search across the pair.
Voice AI Agent release adds a unified build-to-operations workflow
Five9's Voice AI Agent release combines tool-driven self-service and human handoffs with testing, versioning and rollback capabilities in AI Agent Studio.