Market Brief
Salesforce said it has acquired contact-center voice AI company Cresta in a deal reported at roughly $2.7 billion, adding real-time conversational AI for live customer calls to its CX portfolio. Cresta says it will continue supporting customers' existing contact-center and telephony platforms.
8x8, a business communications platform provider, has earned Microsoft certification for its session border controller (SBC) technology for both Direct Routing and Operator Connect, simplifying global Microsoft Teams calling.
Certification covers 8x8's session border controller technology for Direct Routing and Operator Connect, enabling Teams calling in 57 countries without third-party gateways or added middleware.
New release supports up to 600 lines per system for mission-critical environments including trading floors, emergency response centers and government operations.
Cisco is positioning its collaboration hardware to natively run Zoom Rooms alongside Webex, targeting customers already standardized on Zoom for their next device refresh.
The platform's AI Trust Observability feature gives enterprises independent oversight of live agent conversations to catch failures as they happen, human or AI.
McKinsey research cited in the piece finds security and risk concerns, not technical limits, are the top barrier to scaling agentic AI in contact centers.
AI QA tools now review every interaction versus the 1-2% sample human teams can realistically assess by hand, raising new questions about what full coverage actually reveals.
La Comisión Federal de Comunicaciones de Estados Unidos (FCC) ha propuesto nuevas normas para impedir que los proveedores de telecomunicaciones incluidos en una lista de entidades consideradas una amenaza para la seguridad nacional accedan directamente a números de teléfono…
The Fair AI Regulations Act, advanced unanimously by the NJ Senate Labor Committee, would require independent impact assessments and advance notice for automated workforce-management and monitoring systems.
Deal reported at roughly $2.7B marks Salesforce's latest 2026 CX acquisition as it builds out an end-to-end customer-experience stack; Cresta's voice AI will keep supporting customers' existing telephony platforms.
Hong Kong-based telco HKT is reportedly withdrawing from the US market after FCC pressure, following similar prior national-security-based restrictions on major Chinese telcos.
| UCaaS | RingCentral: 77.74 ▼ -4.52%; 8x8: 2.08 ▼ -0.48%; Zoom: 91.98 ▼ -3.69% |
| CCaaS | Five9: 35.77 ▼ -1.57%; NICE: 112.39 ▼ -1.20% |
| Platform | Twilio: 207.60 ▲ +1.25%; Cisco: 101.61 ▼ -2.77%; Microsoft: 507.12 ▼ -2.83% |
| IDT | IDT Corporation: 82.27 ▲ +0.30% |
| Index | Nasdaq: 25,164.31 ▼ -1.07% |
| Movers | RingCentral -4.5%, Zoom -3.7% lead UCaaS comps lower |