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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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Five9 Expands Global Reach with Google Cloud Marketplace

Five9 Expands Global Reach with Google Cloud Marketplace

Talkdesk & Epic Partner to Transform Healthcare Support

Talkdesk & Epic Partner to Transform Healthcare…

What Not to Miss at CCW Berlin 2025

What Not to Miss at CCW Berlin 2025

Netcall has Announced a Strategic Partnership With Analyze Consulting

Netcall has Announced a Strategic Partnership With…

8×8 Introduces 8×8 Aftersale Assist to Enhance Post-Sale Support

8×8 Introduces 8×8 Aftersale Assist to Enhance…

Sprinklr Expands Its Reach with a New Integration With Bluesky

Sprinklr Expands Its Reach with a New Integration With…

Talkdesk Strengthens APAC Presence with Australia Cloud

Talkdesk Strengthens APAC Presence with Australia Cloud

MiaRec and RingCentral Unite for Smarter QA

MiaRec and RingCentral Unite for Smarter QA

EvaluAgent Expands Its xMetrics Suite with Three New Additions

EvaluAgent Expands Its xMetrics Suite with Three New…

Five9 and Intradiem Expand Their Partnership With Real-Time Automation

Five9 and Intradiem Expand Their Partnership With…

Alvaria and UJET Join Forces to Drive CX Innovation

Alvaria and UJET Join Forces to Drive CX Innovation

8×8 Has Unveiled Updated Platform Features to Improve CX

8×8 Has Unveiled Updated Platform Features to…

Assembled Launches AI-Powered Assist Across All Channels

Assembled Launches AI-Powered Assist Across All Channels

Kore.ai Unveils ‘AI For Process’ For Smarter Automation

Kore.ai Unveils ‘AI For Process’ For Smarter…

New Survey Reveals Hidden Crisis in UK Consumer Vulnerability

New Survey Reveals Hidden Crisis in UK Consumer…

MiaRec Unveils IMetrics For AI-Driven Analytics

MiaRec Unveils IMetrics For AI-Driven Analytics

InVision Group Unifies Its Portfolio Under New Brand Peopleware

InVision Group Unifies Its Portfolio Under New Brand…

Puzzel Launches AI-Powered Virtual Agent Suite

Puzzel Launches AI-Powered Virtual Agent Suite

MiaRec and Webex by Cisco Partner to Improve EX and CX

MiaRec and Webex by Cisco Partner to Improve EX and CX

Calabrio Announces Strategic Acquisition of Echo AI

Calabrio Announces Strategic Acquisition of Echo AI

Talkdesk Introduces AI Agents to Enhance Retail CX

Talkdesk Introduces AI Agents to Enhance Retail CX

San Francisco DEM Chooses NICE to Transform Its 911 Communications

San Francisco DEM Chooses NICE to Transform Its 911…

77% of CX Leaders Believe AI Is Crucial for Personalization

77% of CX Leaders Believe AI Is Crucial for…

Cirrus Awarded Royal Warrant of Appointment by King Charles III

Cirrus Awarded Royal Warrant of Appointment by King…

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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