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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 Launches New Robotic Process Automation Offering

NICE Launches New Robotic Process Automation Offering

eGain Partners With Avaya

eGain Partners With Avaya

Vonage Introduces New Virtual Assistant for WhatsApp

Vonage Introduces New Virtual Assistant for WhatsApp

injixo Sets Out New WFM Plans

injixo Sets Out New WFM Plans

New Research Shows That UK Consumers Are Warming Up to AI

New Research Shows That UK Consumers Are Warming Up to AI

Case Study – Voxpro Increases Productivity by 20%

Case Study – Voxpro Increases Productivity by 20%

Business Systems Shortlisted for Technology Award

Business Systems Shortlisted for Technology Award

TP Vision Implement New Contact Centre and Speech Analytics Solutions

TP Vision Implement New Contact Centre and Speech…

NICE Unveil New Predictive Routing Approach

NICE Unveil New Predictive Routing Approach

8×8 Increase Security and Quality Management Capabilities

8×8 Increase Security and Quality Management…

NICE inContact CXone Receives Perfect Scores in New DMG Report

NICE inContact CXone Receives Perfect Scores in New DMG…

Microsoft and Genesys Expand Partnership

Microsoft and Genesys Expand Partnership

NICE Announce New Capabilities for Its Robotic Process Automation Solution

NICE Announce New Capabilities for Its Robotic Process…

CIO WaterCooler Begin Digital Transformation

CIO WaterCooler Begin Digital Transformation

Genesys Renames Its Flagship Cloud Solution

Genesys Renames Its Flagship Cloud Solution

Sabio Group Acquires Provider of Contact Centre and CX Solutions

Sabio Group Acquires Provider of Contact Centre and CX…

IPI Strengthens Voice Biometric Capabilities Through Partnership

IPI Strengthens Voice Biometric Capabilities Through…

New Partnership for what3words and Speechmatics

New Partnership for what3words and Speechmatics

Female Recruiters Recognised in UK’s Top 50 CX Stars

Female Recruiters Recognised in UK’s Top 50 CX Stars

Talkdesk Feature in New Gartner Report

Talkdesk Feature in New Gartner Report

Tracktik Move to the Cloud to Support Growth

Tracktik Move to the Cloud to Support Growth

Rostrvm Solutions Now Part of IMImobile

Rostrvm Solutions Now Part of IMImobile

Spearline Launches Inaugural Connect Magazine

Spearline Launches Inaugural Connect Magazine

Securitas Future-Proofs Emergency Response Services

Securitas Future-Proofs Emergency Response Services

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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