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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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Genesys Launches Social Media Support Platform

Genesys Launches Social Media Support Platform

NICE Announces a Strategic Partnership With Deloitte Digital

NICE Announces a Strategic Partnership With Deloitte…

Movers and Shakers March 2025

Movers and Shakers March 2025

NICE Wins Big at Enterprise Connect 2025

NICE Wins Big at Enterprise Connect 2025

Genesys Unveils a Suite of New AI-Powered Features

Genesys Unveils a Suite of New AI-Powered Features

Cisco Announces New AI-Powered Tools at Enterprise Connect 2025

Cisco Announces New AI-Powered Tools at Enterprise…

Enghouse Interactive Announces a New Microsoft Teams Phone Integration

Enghouse Interactive Announces a New Microsoft Teams…

CallMiner Introduces AI-Driven Customer Feedback Solution: CallMiner Outreach

CallMiner Introduces AI-Driven Customer Feedback…

NICE Announces the Launch of CXone Mpower Orchestrator

NICE Announces the Launch of CXone Mpower Orchestrator

Talkdesk Launches Knowledge Creator With AI Insights

Talkdesk Launches Knowledge Creator With AI Insights

Five9 Has Introduced Spotlight for AI Insights

Five9 Has Introduced Spotlight for AI Insights

New Research Reveals 72% of Consumers Are Open to AI Interactions

New Research Reveals 72% of Consumers Are Open to AI…

What Not to Miss at Enterprise Connect 2025

What Not to Miss at Enterprise Connect 2025

Agentic AI Expected to Resolve 80% of Common Issues by 2029

Agentic AI Expected to Resolve 80% of Common Issues by…

Talkdesk Introduces AI Agents for Healthcare

Talkdesk Introduces AI Agents for Healthcare

Vonage and SAP Join Forces to Advance AI in Business

Vonage and SAP Join Forces to Advance AI in Business

NICE Reports 400% Increase in Virtual Agent Use

NICE Reports 400% Increase in Virtual Agent Use

Take Part in the 2025 WFM Benchmarking Survey 

Take Part in the 2025 WFM Benchmarking Survey 

97% of Customer Queries Resolved by Zoom’s Virtual Assistant

97% of Customer Queries Resolved by Zoom’s Virtual…

Zendesk Seals Deal to Acquire Local Measure

Zendesk Seals Deal to Acquire Local Measure

Talkdesk Fuels Condor’s Next-Gen CX Transformation

Talkdesk Fuels Condor’s Next-Gen CX Transformation

8×8 and CallCabinet Partner to Streamline Compliance

8×8 and CallCabinet Partner to Streamline Compliance

Genesys and Mitel Announce a Global Strategic Partnership

Genesys and Mitel Announce a Global Strategic Partnership

New Study Reveals AI’s Key Role in Improving Customer Service

New Study Reveals AI’s Key Role in Improving Customer…

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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