Kayako vs Infobip
Side-by-side trajectory, velocity, and editorial themes.
Kayako's public changelog has been silent since mid-2022 — the radar is showing a stalled product.
Kayako has not posted a public changelog entry since June 2022. The most recent communication was a CEO apology over a performance incident and a series of link-only release-notes posts pointing to a Help Center article. The visible operational picture is an established customer-support product no longer broadcasting product motion.
Direction is hard to read from public changelog activity alone, but the trajectory implied by the silence is unmistakable: either the product moved its release communication elsewhere, or development pace slowed enough to stop justifying a regular changelog. Either way, prospects watching only the public surface see no momentum.
Without renewed public activity, Kayako will continue to be perceived as legacy in a category where Zendesk, Intercom, and HelpScout are publishing prominently. A customer-facing changelog refresh would be the lowest-effort signal to send, and is the most likely next move if the product is in fact still under active development.
Infobip is rebuilding its CPaaS stack around AI agents, MCP servers, and AgentOS.
Recent quarterly updates (Q3 and Q4 2025, Q1 2026) frame a consistent direction: AI as a first-class layer of customer-communications infrastructure, with AgentOS unifying agent management and MCP servers exposing telephony and messaging channels to LLM-driven agents. Surrounding the AI work are channel upgrades (WhatsApp Business Calling, RCS onboarding, Vocalize voice) and CDP/CRM integration depth. The crawler captured a lot of page chrome — most of the recent feed is generic CTAs and section headers — but the substantive entries paint a clear AI-CPaaS thesis.
Infobip is racing Twilio, Bandwidth and Sinch to define what 'AI-native CPaaS' actually looks like. The MCP server angle is the most interesting bet: if it sticks, every AI agent build becomes a potential Infobip integration, not just contact-center vendors. Expect continued packaging of channel + AI bundles aimed at enterprise buyers who want one vendor for both.
The next observable moves will be more named integrations between AgentOS and major LLM platforms, additional MCP server coverage across remaining channels (email, voice IVR), and a reference architecture for autonomous customer-service agents that handle real transactions, not just FAQs.
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