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Market Brief

2026-10-22
Top story

ElevenLabs introduced Eleven Realtime on October 21, a new family of AI models purpose-built for voice agents that can listen, interpret and respond to callers in natural language in real time.

Competitor moves

Deutsche Telekom moves 2,800 agents to Webex Contact Center, cutting costs over 30%

The carrier's B2B unit now manages about 1 million customer interactions per month on the Cisco platform.

Webex Blog · Read the original

TIM launches TIM Cloud AI by V8.Tech, a cloud, data and AI platform for Brazil's B2B market

The offering is built with V8.Tech, the cloud and digital services company TIM acquired last year.

TELETIME News · Read the original

Competitor products

Auto attendant vs. virtual receptionist: What’s the difference?

A guide for small business owners deciding how to answer, route, and capture every inbound call without adding front-desk headcount. The calls you miss are rarely the ones you can afford to.

RingCentral Blog · Read the original

AI & Automation

ElevenLabs debuts Eleven Realtime model line for voice AI agents

Developers can build agents that listen, interpret and respond to callers in real time without fine-tuning language per use case, the company says.

Mobile Time · Read the original

Gartner predicts over 70% of enterprise voice interactions will be handled autonomously by AI agents by 2030

The forecast appears in Gartner's top 10 strategic technology trends for 2027, which also flags governing autonomous AI agents as a top priority.

ZDNet · Read the original

Agentic AI market projected to grow from $19.33B in 2026 to $205.88B by 2033, report finds

Customer service is cited as the leading adoption use case; report profiles 52 companies including Microsoft, Salesforce, OpenAI and Anthropic.

Yahoo! Finance · Read the original

UCaaS

Eurobites: CMA looks to open up Apple's NFC walled garden

Also in today's EMEA regional roundup: Elisa's Q3 dented by PSTN switch-off; TIM goes sovereign with Nvidia; A1 Group raises its outlook.

Light Reading · Read the original

CCaaS

AI won't end the call center, but could make the traditional service model obsolete, industry analysis finds

Piece traces the shift from IVR to digital channels to real-time conversational AI agents now absorbing voice interactions directly.

TI Inside · Read the original

M&A & Funding

Evergreen's Lyra Technology Group acquires Dutch MSP Lantack

Deal marks Evergreen's first acquisition in the Netherlands and first in the Benelux region.

Yahoo! Finance · Read the original

Channel & MSP

Zoom updates Up Partner program with simplified incentives and new MSP specialization

Changes were announced at Zoomtopia Partner Connect and deepen focus on AI-powered offerings and partner enablement.

ARN · Read the original

32% of MSPs have adopted AI, but only 12% can show it's paying off, Nerdio report finds

Findings come from Nerdio's 2026 State of the MSP Business Report.

Yahoo! Finance · Read the original

MatrixGo launches white-label messaging app for resale by business clients

The app is free for MatrixGo customers and can also be purchased separately, with customizable name, logo and colors.

MobileTime · Read the original

Telecom & Regulatory

Study: Eliminating FCC's E-Rate program would cut US GDP by $4.2 billion annually

The program subsidizes telecom services for schools and libraries, which the FCC is considering ending.

Light Reading · Read the original

Osiptel orders carriers to preserve mobile lines for non-paying customers in Peru emergency zones

Measure covers Lima districts under an El Niño-related state of emergency, overriding normal non-payment disconnection rules.

infobae · Read the original

Brazilian Congress receives nearly 50 amendments to provisional measure on abusive call fraud

MP 1396/2026, addressing fraud and abusive-call countermeasures, moves to a joint committee before a floor vote.

TELETIME News · Read the original

Comp watch

UCaaSRingCentral: $82.42 (+0.98%); 8x8: $2.08 (-1.89%); Zoom: $99.44 (+2.03%)
CCaaSFive9: $35.29 (+2.86%); NICE: $114.95 (+0.40%)
PlatformTwilio: $266.68 (+3.09%); Cisco: $107.26 (+0.52%); Microsoft: $532.95 (+0.20%)
IDTIDT Corporation: $82.94 (-1.80%)
IndexNasdaq: 26,702.86 (+1.05%)
MoversTwilio leads comps, up 3.1% on the session

Other issues