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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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Nextview Consulting Acquires Sabio Group’s Salesforce Practice

Nextview Consulting Acquires Sabio Group’s Salesforce…

Assembled Improves Workforce Management Tools

Assembled Improves Workforce Management Tools

91 Percent of Customers Recommend NICE as a Preferred Vendor

91 Percent of Customers Recommend NICE as a Preferred…

Akixi Strengthens Microsoft Teams Offering with Oak Innovation’s Certified Call Recording

Akixi Strengthens Microsoft Teams Offering with Oak…

Implementation Cost Is the Biggest AI Adoption Barrier, New Survey Reveals

Implementation Cost Is the Biggest AI Adoption Barrier,…

Five9 and ServiceNow Expand Partnership with New AI Solution

Five9 and ServiceNow Expand Partnership with New AI…

Five9 Launches AI Agents for Personalised Service

Five9 Launches AI Agents for Personalised Service

MiaRec Launches Enhanced Topic Analysis Features

MiaRec Launches Enhanced Topic Analysis Features

Over Half of Contact Centre Interactions Still Rely on Voice Calls, New Survey Reveals

Over Half of Contact Centre Interactions Still Rely on…

8×8 Expands Its Cloud Platform With AI Tools

8×8 Expands Its Cloud Platform With AI Tools

NICE Launches AI-Powered Global Translator for Business

NICE Launches AI-Powered Global Translator for Business

Calabrio Launches New AI-Powered QM Tools

Calabrio Launches New AI-Powered QM Tools

Three Cities, Three Events, and Uncovering the Real Challenges in CX

Three Cities, Three Events, and Uncovering the Real…

Odigo Appoints Laurent Dechaux as New CEO

Odigo Appoints Laurent Dechaux as New CEO

Puzzel CX Solutions Deliver 278% ROI

Puzzel CX Solutions Deliver 278% ROI

Zoom Contact Centre Introduces New Updates

Zoom Contact Centre Introduces New Updates

Call & Contact Centre Expo 2024

Call & Contact Centre Expo 2024

NICE Has Launched CXone Mpower with AI Integration Updates

NICE Has Launched CXone Mpower with AI Integration Updates

8×8 Expands AI Voice Support for Global Users

8×8 Expands AI Voice Support for Global Users

Puzzel Acquires Capturi to Boost AI-Powered CX

Puzzel Acquires Capturi to Boost AI-Powered CX

Talkdesk Integrates Agentic AI Across Entire Platform

Talkdesk Integrates Agentic AI Across Entire Platform

The Evaluagent Contact Center Performance Summit 2024: Our Highlights

The Evaluagent Contact Center Performance Summit 2024:…

Dialpad Acquires Surfboard to Boost WFM Capabilities

Dialpad Acquires Surfboard to Boost WFM Capabilities

Zoomtopia 2024 – A New Era of Contact Centre Excellence?

Zoomtopia 2024 – A New Era of Contact Centre…

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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