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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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AI and Automation to Reshape Customer Service by 2028

AI and Automation to Reshape Customer Service by 2028

TalkTalk Joins Forces With NiCE To Deploy CXone Mpower

TalkTalk Joins Forces With NiCE To Deploy CXone Mpower

Genesys Launches Cloud AI Studio For Responsible Agentic AI

Genesys Launches Cloud AI Studio For Responsible Agentic…

Talkdesk Launches New Travel and Hospitality AI Platforms

Talkdesk Launches New Travel and Hospitality AI Platforms

NiCE Unveils Inform AI to Support ECCs

NiCE Unveils Inform AI to Support ECCs

8×8 Launches Verif8 for Smarter Customer Authentication

8×8 Launches Verif8 for Smarter Customer…

$20M Boost for Synthflow’s Enterprise Voice AI

$20M Boost for Synthflow’s Enterprise Voice AI

Last Chance to Take Part in Our Popular Benchmarking Survey!

Last Chance to Take Part in Our Popular Benchmarking…

Success for Sabio Clients at UK National Contact Centre Awards

Success for Sabio Clients at UK National Contact Centre…

Vonage Powers Bluegrass Network’s Unified Communications Upgrade

Vonage Powers Bluegrass Network’s Unified Communications…

New Survey Finds 62% Back Fines for Long Call Waits

New Survey Finds 62% Back Fines for Long Call Waits

NiCE Expands Strategic Partnership With AWS

NiCE Expands Strategic Partnership With AWS

NiCE Partners With Snowflake to Streamline CX Data

NiCE Partners With Snowflake to Streamline CX Data

Content Guru Scores 100% Recommendation in Gartner Report

Content Guru Scores 100% Recommendation in Gartner Report

NiCE Announces the Release of Virtual AI Agents

NiCE Announces the Release of Virtual AI Agents

Research Reveals 10-Point Drop in Global Customer Happiness

Research Reveals 10-Point Drop in Global Customer…

77% Report Cost Savings From AI in CX

77% Report Cost Savings From AI in CX

Talkdesk Launches New Customer Experience Automation Platform

Talkdesk Launches New Customer Experience Automation…

Assembled Enters Europe with New London Office

Assembled Enters Europe with New London Office

Calabrio Debuts Next-Gen Performance Management Solution

Calabrio Debuts Next-Gen Performance Management Solution

Zoom Releases Major Enhancements to Its CX Platform

Zoom Releases Major Enhancements to Its CX Platform

Foundever and Cognigy Expand Partnership to Scale AI in CX

Foundever and Cognigy Expand Partnership to Scale AI in CX

CallMiner Integrates with Microsoft Dynamics 365 Contact Center

CallMiner Integrates with Microsoft Dynamics 365 Contact…

Five9 Launches New Capabilities – AI Agents and AI Trust & Governance

Five9 Launches New Capabilities – AI Agents and AI Trust…

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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