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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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Calabrio Debuts Next-Gen Performance Management Solution

Calabrio Debuts Next-Gen Performance Management Solution

Talkdesk Integrates Agentic AI Across Entire Platform

Talkdesk Integrates Agentic AI Across Entire Platform

AI Tops UK Business Priorities for 2030

AI Tops UK Business Priorities for 2030

Talkdesk Connects Advanced Dialer with Epic Integration

Talkdesk Connects Advanced Dialer with Epic Integration

Research Reveals How Office Noise Impacts Productivity and Wellbeing

Research Reveals How Office Noise Impacts Productivity…

Sabio Secures Vattenfall Deal for Cloud Contact Centre Overhaul

Sabio Secures Vattenfall Deal for Cloud Contact Centre…

Talkdesk Embedded Has Been Launched to Simplify Workflows

Talkdesk Embedded Has Been Launched to Simplify Workflows

Verint and Five9 Announce New Enhanced Partnership

Verint and Five9 Announce New Enhanced Partnership

Five9 Launches New Four-Step Genius AI Process

Five9 Launches New Four-Step Genius AI Process

Zoom Expands onto the AWS Marketplace

Zoom Expands onto the AWS Marketplace

Scorebuddy Secures €5 Million Investment From Foresight

Scorebuddy Secures €5 Million Investment From Foresight

Sabio’s Disrupt Series Expands With Paris Event

Sabio’s Disrupt Series Expands With Paris Event

Arrow XL has Selected NICE to Drive its Digital Transformation

Arrow XL has Selected NICE to Drive its Digital…

Odigo Launches Extended Contact Center

Odigo Launches Extended Contact Center

Talkdesk Introduces AI Agents to Enhance Retail CX

Talkdesk Introduces AI Agents to Enhance Retail CX

Five9 Acquires Acqueon to Boost AI-Driven CX

Five9 Acquires Acqueon to Boost AI-Driven CX

8×8 Partners With Descope for Secure CX Solutions

8×8 Partners With Descope for Secure CX Solutions

Puzzel to Acquire SupWiz for Enhanced AI Solutions

Puzzel to Acquire SupWiz for Enhanced AI Solutions

New Leadership and AI Innovation: Sprinklr’s Strategic Shifts

New Leadership and AI Innovation: Sprinklr’s Strategic…

Great Southern Bank Reduces Wait Times With NICE CXone

Great Southern Bank Reduces Wait Times With NICE CXone

Contexta360 Unveils New Advanced Speech Analytics Features

Contexta360 Unveils New Advanced Speech Analytics Features

Calabrio and Five9 Join Forces to Modernise Contact Centre Operations

Calabrio and Five9 Join Forces to Modernise Contact…

New Research Reveals AI Trust Gap Between Companies and Customers

New Research Reveals AI Trust Gap Between Companies and…

Five9 Launches First Pre-Built Bi-Directional Presence for Microsoft Teams

Five9 Launches First Pre-Built Bi-Directional Presence…

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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