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Latest News

A selection of call and contact centre news and insights on employee engagement, technology, customer service, and customer experience (CX) trends.

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Kore.ai Launches ‘AI for Work’ to Enhance Enterprise Efficiency

Kore.ai Launches ‘AI for Work’ to Enhance…

NiCE Unveils Inform AI to Support ECCs

NiCE Unveils Inform AI to Support ECCs

8×8 Unveils AI-Driven Platform Enhancements

8×8 Unveils AI-Driven Platform Enhancements

The Evaluagent Contact Center Performance Summit 2024: Our Highlights

The Evaluagent Contact Center Performance Summit 2024:…

Summit Fleet Improves Its CX and EX With 8×8

Summit Fleet Improves Its CX and EX With 8×8

Content Guru Secures Six Industry Award Nominations

Content Guru Secures Six Industry Award Nominations

Sprinklr Shines in ISG Software Rankings

Sprinklr Shines in ISG Software Rankings

77% of CX Leaders Believe AI Is Crucial for Personalization

77% of CX Leaders Believe AI Is Crucial for…

DTX London 2025 – Marking 20 Years of Business Transformation

DTX London 2025 – Marking 20 Years of Business…

MaxContact Launches Contact Hub Connect for Digital CX

MaxContact Launches Contact Hub Connect for Digital CX

Prosper Chooses NICE to Transform Their Customer Experience

Prosper Chooses NICE to Transform Their Customer…

San Francisco DEM Chooses NICE to Transform Its 911 Communications

San Francisco DEM Chooses NICE to Transform Its 911…

Talkdesk Launches New Travel and Hospitality AI Platforms

Talkdesk Launches New Travel and Hospitality AI Platforms

Regal.io and 8×8 Partner to Improve Employee and Customer Experience

Regal.io and 8×8 Partner to Improve Employee and…

From Empowering Agents to Redefining Routine: Five9’s Next Technological Step

From Empowering Agents to Redefining Routine: Five9’s…

New Study Shows AI Enhances Consumer Loyalty

New Study Shows AI Enhances Consumer Loyalty

New AI Capabilities Improve Summarization Features

New AI Capabilities Improve Summarization Features

CX Fest 2024: Networking with Sun, Sand, and CX Insights!

CX Fest 2024: Networking with Sun, Sand, and CX Insights!

Cirrus and NICE Unite to Transform SME Contact Centres

Cirrus and NICE Unite to Transform SME Contact Centres

MiaRec and Webex by Cisco Partner to Improve EX and CX

MiaRec and Webex by Cisco Partner to Improve EX and CX

Five9 GenAI Studio Wins Best New Product Award

Five9 GenAI Studio Wins Best New Product Award

Strong G2 Scores Secure Leader Spot for Calabrio

Strong G2 Scores Secure Leader Spot for Calabrio

NICE and AT&T Collaborate to Enhance Emergency Services Technology

NICE and AT&T Collaborate to Enhance Emergency…

Scorebuddy and Genesys Accelerate Growing Partnership

Scorebuddy and Genesys Accelerate Growing Partnership

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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