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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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Five9 Opens New European Engineering Hub

Five9 Opens New European Engineering Hub

Case Study: MSX International Improves Employee Engagement

Case Study: MSX International Improves Employee Engagement

Five9 to Acquire Aceyus

Five9 to Acquire Aceyus

Google Calendar Integration: Optimizing WFM

Google Calendar Integration: Optimizing WFM

Case Study: ECSI Achieves 68% Containment with NICE

Case Study: ECSI Achieves 68% Containment with NICE

Case Study: Classpass Increases Adherence by 12% With Assembled

Case Study: Classpass Increases Adherence by 12% With…

African Bank Implements Advanced Speech Analytics

African Bank Implements Advanced Speech Analytics

NICE Named Company of the Year for Conversational AI

NICE Named Company of the Year for Conversational AI

AWS Announces New Service to Enhance SaaS Suite: AppFabric

AWS Announces New Service to Enhance SaaS Suite: AppFabric

Genesys and Salesforce Launch AI-Powered Solution

Genesys and Salesforce Launch AI-Powered Solution

Centrical Releases AI Microlearning Powered by ChatGPT

Centrical Releases AI Microlearning Powered by ChatGPT

AI-Powered Updates to Jabra PanaCast 50

AI-Powered Updates to Jabra PanaCast 50

Unlocking the Strategic Value of QA Data With Scorebuddy BI

Unlocking the Strategic Value of QA Data With Scorebuddy…

Sabio Launches Specialist Salesforce Practice

Sabio Launches Specialist Salesforce Practice

Assist Digital Joins Five9 Partner Network

Assist Digital Joins Five9 Partner Network

Kerv Experience Invests in Genesys Cloud CX Practice Expansion

Kerv Experience Invests in Genesys Cloud CX Practice…

Playvox Teams Up With Five9 to Offer Smarter Experiences

Playvox Teams Up With Five9 to Offer Smarter Experiences

Cincinnati Emergency Communication Centre Leverages NICE for Digital Transformation

Cincinnati Emergency Communication Centre Leverages NICE…

Case Study: Haier Smart Home Drives Agent Wellbeing and Autonomy

Case Study: Haier Smart Home Drives Agent Wellbeing and…

Case Study: RedSalud Reduced Contact Centre Operating Expenses by 30% With Genesys

Case Study: RedSalud Reduced Contact Centre Operating…

Case Study: Blackhawk Network Provides CX at Scale

Case Study: Blackhawk Network Provides CX at Scale

Intradiem Introduces First AI-Powered Solution to Predict Agent Attrition

Intradiem Introduces First AI-Powered Solution to…

Uniphore Announces U-Capture

Uniphore Announces U-Capture

Genesys and ibex Partner to Deliver Next Generation CX Solutions

Genesys and ibex Partner to Deliver Next Generation CX…

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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