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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.

Call Centre AI Software for the Next Generation

Call Centre AI Software for the Next Generation

National Express Improves Security and Flexibility with Solution

National Express Improves Security and Flexibility with…

New Enhancements to Rainbow Office

New Enhancements to Rainbow Office

IVR Best Practices, from DTMF to Conversational AI

IVR Best Practices, from DTMF to Conversational AI

Using the Snooze Alerts Function on Voice Assure

Using the Snooze Alerts Function on Voice Assure

8×8 CPaaS Delivers No-Code Functionality

8×8 CPaaS Delivers No-Code Functionality

Contact Centres Close to Breaking Point According to New Global Survey

Contact Centres Close to Breaking Point According to New…

79% of CX Leaders Plan to Increase Investment in Contact Centre AI

79% of CX Leaders Plan to Increase Investment in Contact…

Sabio Group Acquires People Matter

Sabio Group Acquires People Matter

Odigo and Pindrop Announce Partnership

Odigo and Pindrop Announce Partnership

How Organizations Are Differentiating on Digital With AI

How Organizations Are Differentiating on Digital With AI

IVR Systems Testing

IVR Systems Testing

NICE CXone Awarded Cloud Computing Product of the Year Award

NICE CXone Awarded Cloud Computing Product of the Year…

Genesys Reduces Greenhouse Gas Emissions by 22%

Genesys Reduces Greenhouse Gas Emissions by 22%

Genesys Recognized as a Leader in Customer Journey Orchestration

Genesys Recognized as a Leader in Customer Journey…

London Borough of Hounslow has Deployed 8×8 XCaaS

London Borough of Hounslow has Deployed 8×8 XCaaS

Odigo Joins Pega Partners Programme and Adds New Solution

Odigo Joins Pega Partners Programme and Adds New Solution

Cognigy Wins AI Breakthrough Award

Cognigy Wins AI Breakthrough Award

Improve Agent Engagement With Automation

Improve Agent Engagement With Automation

8×8 Launches New Channel Program for Microsoft Gold Partners

8×8 Launches New Channel Program for Microsoft Gold…

Electric Car Subscription Service Partners with Business Systems

Electric Car Subscription Service Partners with Business…

EvaluAgent and Red Box Join Forces

EvaluAgent and Red Box Join Forces

Sensée’s Jo Hodge Named Outsourced Contact Centre Manager of the Year

Sensée’s Jo Hodge Named Outsourced Contact Centre…

‘Ease of Use’ Has Just Become Easier

‘Ease of Use’ Has Just Become Easier

Are Your Team Leaders Too Busy Chasing Metrics?

Could Your Contact Centre Be Risking a Fine After 2nd August?

Is a Competency Framework Your Answer to Attrition?

Zoom Expands Revenue Accelerator With New AI Sales Features

UJET Tops Info-Tech’s 2026 Midmarket CCaaS Rankings

Guide: White Paper Test Jo

Guide: How to Build a Virtual Agent Your Customer Will Want to Use

Upcoming Events

23rd August 2026

Contact.io Conference

27th August 2026

Webinar: How to Improve Trust in Automated Quality Monitoring

How Automated Call Handling Improves Contact Centre ROI

Knowledge Automation: What Other Vendors Won’t Tell You

Upcoming Webinars

Webinar: How to Improve Trust in Automated Quality Monitoring

Webinar: 10 New Tactics to Boost Your C-SAT

Webinar: Are You Wasting Your CX Data’s Potential?