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Industry News

Contact centre industry experts share the latest news on employee engagement, technology, customer service, and customer experience (CX) trends related to the contact centre industry – updated every week on Call Centre Helper.

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Journey.ai Expands Suite on the Five9 CX Marketplace

Journey.ai Expands Suite on the Five9 CX Marketplace

NICE Named Overall Leader in Technology Excellence and Customer Impact

NICE Named Overall Leader in Technology Excellence and…

Sprinklr Launches More than 700 new Features

Sprinklr Launches More than 700 new Features

Zoom Launches WEM Suite for Contact Centre Teams

Zoom Launches WEM Suite for Contact Centre Teams

Oracle Introduces Generative AI Capabilities

Oracle Introduces Generative AI Capabilities

Genesys and ibex Partner to Deliver Next Generation CX Solutions

Genesys and ibex Partner to Deliver Next Generation CX…

Talkdesk Ranked #1 Overall for Global Contact Center Grid

Talkdesk Ranked #1 Overall for Global Contact Center Grid

Uniphore Announces U-Capture

Uniphore Announces U-Capture

Lake Ridge Bank Modernizes Customer Engagement with 8×8

Lake Ridge Bank Modernizes Customer Engagement with…

Calabrio Named an Exemplary Vendor in Ventana Research Buyers Guide

Calabrio Named an Exemplary Vendor in Ventana Research…

IntelePeer Announces Extension to SmartFlows Platform

IntelePeer Announces Extension to SmartFlows Platform

Unlocking New Enhancements With Salesforce Service Cloud Voice BYOT

Unlocking New Enhancements With Salesforce Service Cloud…

Vonage Introduces Conversations for Salesforce

Vonage Introduces Conversations for Salesforce

Unravelling WFM Solutions and Innovations

Unravelling WFM Solutions and Innovations

NICE Awards Excellence in CX for Innovative Digital, AI and Cloud Technologies

NICE Awards Excellence in CX for Innovative Digital, AI…

Execs In The Know & Conduent Release New CX Research Report

Execs In The Know & Conduent Release New CX…

G2 Report: Scorebuddy a Leader for Contact Center Quality Assurance

G2 Report: Scorebuddy a Leader for Contact Center…

Swampfox Announces New Release of CX Solution

Swampfox Announces New Release of CX Solution

Intradiem Introduces First AI-Powered Solution to Predict Agent Attrition

Intradiem Introduces First AI-Powered Solution to…

Uniphore Podcast: Agent Enablement Before Automation

Uniphore Podcast: Agent Enablement Before Automation

Salesforce and AWS Deepen Integrations

Salesforce and AWS Deepen Integrations

Cnect Wales Contact Centre Awards Shortlist Announced

Cnect Wales Contact Centre Awards Shortlist Announced

Playvox Release Their On Demand Webinars

Playvox Release Their On Demand Webinars

Unlocking the Secrets to Exceptional CX at Five9 CX Summit

Unlocking the Secrets to Exceptional CX at Five9 CX Summit

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise