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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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NICE Leads Market Share for WEM Globally

NICE Leads Market Share for WEM Globally

Odigo Awarded the EcoVadis Silver Medal

Odigo Awarded the EcoVadis Silver Medal

Genesys Awarded for Contact Centre ESG Initiatives

Genesys Awarded for Contact Centre ESG Initiatives

NICE Receives “AI Solution of the Year” Award

NICE Receives “AI Solution of the Year” Award

Talkdesk Ranked #1 Overall for Global Contact Center Grid

Talkdesk Ranked #1 Overall for Global Contact Center Grid

Talkdesk Extends Healthcare AI and Integration Capabilities

Talkdesk Extends Healthcare AI and Integration…

Zoom Workplace Makes It Easier to Connect

Zoom Workplace Makes It Easier to Connect

NICE Tops 2024 Opus Research Report as Conversational Intelligence Leader

NICE Tops 2024 Opus Research Report as Conversational…

Genesys Awards Season in Full Swing

Genesys Awards Season in Full Swing

NICE Drives Organizations to Effectively Manage Entire CX Workforce

NICE Drives Organizations to Effectively Manage Entire…

Genesys Announces Support for New Instagram Messaging

Genesys Announces Support for New Instagram Messaging

Sensée Launches ‘The Sensée Forest’

Sensée Launches ‘The Sensée Forest’

NICE Simplified ABN AMRO’s Infrastructure with Cloud Migration

NICE Simplified ABN AMRO’s Infrastructure with Cloud…

Cirrus Releases Game-Changing Upgrade to Its Contact Centre Platform

Cirrus Releases Game-Changing Upgrade to Its Contact…

Uniphore and CS Infocomm Announce Strategic Partnership

Uniphore and CS Infocomm Announce Strategic Partnership

Genesys Completes Acquisition of Radarr Technologies

Genesys Completes Acquisition of Radarr Technologies

Genesys Launches Native Journey Management for Genesys Cloud

Genesys Launches Native Journey Management for Genesys…

Centrical and Ocado Win Partnership Award

Centrical and Ocado Win Partnership Award

Talkdesk Wins 2021 Globee

Talkdesk Wins 2021 Globee

CallMiner Releases Annual CX Landscape Report

CallMiner Releases Annual CX Landscape Report

Talkdesk Launches New Generative AI Features

Talkdesk Launches New Generative AI Features

Enghouse Expands Partnership with Intertec Systems

Enghouse Expands Partnership with Intertec Systems

HP and Poly Solutions Deliver Enhanced Flexibility

HP and Poly Solutions Deliver Enhanced Flexibility

Case Study: Carrefour Banque Modernises Call Centre System

Case Study: Carrefour Banque Modernises Call Centre System

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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

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Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise