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Market Brief

2026-10-23
Top story

Claro's enterprise unit rolled out Claro IAtende on October 22, a new WhatsApp Business API platform giving companies integrated customer-service and automation tools, marking Claro's expansion into the CX software market in Brazil.

Competitor moves

Golden State Warriors name RingCentral official Agentic AI Powered Voice platform for fan engagement

Expansion of a decade-long partnership between RingCentral and the NBA team.

MarTech Series · Read the original

Alares unifies customer service on NICE CXone, projects 4% cut in average handling time

Brazilian operator integrated voice, WhatsApp, email and webchat on the platform and plans to expand self-service with updated IVR and bots.

Telesíntese · Read the original

RingCentral reports Q3 2026 results: subscriptions revenue up 6.0%, above high end of guidance

ARR from customers using a native paid AI product approaches 15% of total, roughly doubling year-over-year; gross debt cut to ~$1 billion; full-year outlook raised.

RingCentral IR · Read the original

Competitor products

Claro empresas launches Claro IAtende, a WhatsApp Business API customer-service platform for enterprise CX

Platform lets businesses configure automated responses, chatbots and service flows via the official WhatsApp Business API.

TeleTime · Read the original

AI & Automation

Orange Business powers voice AI inference for enterprises on distributed infrastructure with NVIDIA

Deployment aims to lower latency and give enterprises more control over where real-time conversational AI services run.

CustomerThink · Read the original

Voice AI adoption outpacing governance, industry analysis finds

Market.us projects the global voice AI agents market will reach $47.5 billion by 2034; Forrester found AI handling of inbound contact-center volume surged from 6% in 2024.

CustomerThink · Read the original

CMSWire/SuccessKPI benchmark finds contact centers adopting agentic AI without governance infrastructure

Survey urges leaders to define AI agent task scope, authority limits and escalation rules before deployment.

CMS Wire · Read the original

Sprinklr launches Voice of the Customer Agent Suite in Gemini Enterprise Agent Marketplace

AI agents turn customer feedback into analyst-style recommendations within Sprinklr's Unified-CXM platform.

MarTech Series · Read the original

UCaaS

Juniper Research forecasts global CPaaS market will grow 60% as cloud and AI expand voice's role in business communications

Industry analysis cites AI and cloud adoption creating new opportunities for service providers to deliver connected, intelligent customer experiences.

Telecom Ramblings · Read the original

CCaaS

Algar expands AI use in customer service and field technical visits

Operator deployed virtual assistants Lina, for scheduling technical visits, and Manu, for field technician network support.

TELETIME News · Read the original

M&A & Funding

CompassMSP acquires SecureNet Solutions, a California-based managed IT services firm

SecureNet serves real estate, healthcare and professional-services clients on the West Coast.

ChannelVision · Read the original

Channel & MSP

32% of Managed Service Providers Have Adopted AI, but Only 12% Can Show It's Paying Off

Nerdio's 2026 State of the MSP Business Report finds AI adoption outpacing measurable results as differences in how MSPs operate shape their ability to scale, serve customers and retain talent. CHICAGO, Oct.

Yahoo! Finance · Read the original

Telecom & Regulatory

Peru's Congress advances bill threatening mobile company executives with up to 5 years in prison for failing to block lines used in crimes

Bill 163-2026-2031-CD targets lines used in extortion and contract killings; industry groups have pushed back.

infobae · Read the original

Nearly 50 amendments filed to Brazil's provisional measure targeting fraud and abusive calls

MP 1396/2026 will move through a joint congressional committee before a full floor vote in both chambers.

TELETIME News · Read the original

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

E-Rate subsidizes telecom services for schools and libraries; the FCC is considering ending the program.

Light Reading · Read the original

Comp watch

UCaaSRingCentral: $79.42 (-3.64%); 8x8: $2.07 (-0.48%); Zoom: $96.20 (-3.26%)
CCaaSFive9: $35.10 (-0.54%); NICE: $117.15 (+1.91%)
PlatformTwilio: $253.63 (-4.89%); Cisco: $104.89 (-2.21%); Microsoft: $521.08 (-2.23%)
IDTIDT Corporation: $83.69 (+0.90%)
IndexNasdaq: 26,008.86 (-2.60%)
MoversRingCentral -3.6%, Zoom -3.3% and Twilio -4.9% led UCaaS/CPaaS comps lower; NICE bucked the trend, +1.9%

Other issues