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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 and ServiceNow Expand Partnership with New AI Solution

Five9 and ServiceNow Expand Partnership with New AI…

Puzzel Acquires Capturi to Boost AI-Powered CX

Puzzel Acquires Capturi to Boost AI-Powered CX

NiCE Expands Strategic Partnership With AWS

NiCE Expands Strategic Partnership With AWS

New Survey Finds 62% Back Fines for Long Call Waits

New Survey Finds 62% Back Fines for Long Call Waits

8×8 Launches Verif8 for Smarter Customer Authentication

8×8 Launches Verif8 for Smarter Customer…

Content Guru Scores 100% Recommendation in Gartner Report

Content Guru Scores 100% Recommendation in Gartner Report

Opus Research Names Five9 a Leader in Pragmatic AI

Opus Research Names Five9 a Leader in Pragmatic AI

Dialpad Acquires Surfboard to Boost WFM Capabilities

Dialpad Acquires Surfboard to Boost WFM Capabilities

Talkdesk Launches Multi-Store Integration for Retailers

Talkdesk Launches Multi-Store Integration for Retailers

Genesys Xperience UKI 2024 Now Available On-Demand

Genesys Xperience UKI 2024 Now Available On-Demand

Puzzel Launches AI-Powered Virtual Agent Suite

Puzzel Launches AI-Powered Virtual Agent Suite

8×8 Expands Video Elevation to Enhance Contact Centre Efficiency

8×8 Expands Video Elevation to Enhance Contact…

Hotel Chocolat Hits the Sweet Spot with injixo

Hotel Chocolat Hits the Sweet Spot with injixo

EvaluAgent Expands Its xMetrics Suite with Three New Additions

EvaluAgent Expands Its xMetrics Suite with Three New…

Uniphore and Konecta Join Forces to Advance AI in CX

Uniphore and Konecta Join Forces to Advance AI in CX

MiaRec and RingCentral Unite for Smarter QA

MiaRec and RingCentral Unite for Smarter QA

Calabrio Unveils All-in-One Webex Compliance Solution

Calabrio Unveils All-in-One Webex Compliance Solution

Five9 Earns Triple Recognition in 2025 Metrigy Awards

Five9 Earns Triple Recognition in 2025 Metrigy Awards

Calabrio C3 Event: New Products, AI, and Leadership Revealed

Calabrio C3 Event: New Products, AI, and Leadership…

Calabrio WFM Integrates with Microsoft Dynamics 365

Calabrio WFM Integrates with Microsoft Dynamics 365

91 Percent of Customers Recommend NICE as a Preferred Vendor

91 Percent of Customers Recommend NICE as a Preferred…

MSC Cruises Modernises Global Contact Centres with Peopleware

MSC Cruises Modernises Global Contact Centres with…

Talkdesk Expands Collaboration With HubSpot Through New Integration

Talkdesk Expands Collaboration With HubSpot Through New…

RingCentral Seals Deal for AI WFM Provider – CommunityWFM

RingCentral Seals Deal for AI WFM Provider –…

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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