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Industry News

Contact centre industry experts share the latest news on employee engagement, technology, customer service, and customer experience (CX) trends related to the contact centre industry – updated every week on Call Centre Helper.

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RingCentral Announces Innovations

RingCentral Announces Innovations

NHS Professionals Selects RingCentral’s Cloud Communications Solutions

NHS Professionals Selects RingCentral’s Cloud…

RAM Tracking Avoids Disruption During COVID-19 Crisis

RAM Tracking Avoids Disruption During COVID-19 Crisis

G2 Summer Report: Scorebuddy a Leader in Contact Center QA

G2 Summer Report: Scorebuddy a Leader in Contact Center QA

Case Study: EE Reduce Contact Centre Attrition and Absence Levels

Case Study: EE Reduce Contact Centre Attrition and…

Case Study: Global Manufacturer Reduces Contact Centre Costs

Case Study: Global Manufacturer Reduces Contact Centre…

Case Study: Fingal County Council Improves Customer Care

Case Study: Fingal County Council Improves Customer Care

8×8 Partners With Google Cloud

8×8 Partners With Google Cloud

Acquisition Expands Enghouse Contact Centre Presence in France

Acquisition Expands Enghouse Contact Centre Presence in…

Foehn Awarded Genesys Gold Partner Status

Foehn Awarded Genesys Gold Partner Status

NICE inContact CXone Expands Artificial Intelligence Apps

NICE inContact CXone Expands Artificial Intelligence Apps

Talkdesk Announces Vacation Now Solution Free for 90 Days

Talkdesk Announces Vacation Now Solution Free for 90 Days

Five9 and Mitel Announce Strategic Partnership

Five9 and Mitel Announce Strategic Partnership

Vonage Supports Expanding Small Business Market Through the Pandemic

Vonage Supports Expanding Small Business Market Through…

Case Study: Fanatics Reduces AHT by 13% With Genesys

Case Study: Fanatics Reduces AHT by 13% With Genesys

NICE inContact CXone Integrates With Microsoft

NICE inContact CXone Integrates With Microsoft

NICE Launches New Robotic Process Automation Offering

NICE Launches New Robotic Process Automation Offering

NICE Awards Excellence in CX for Innovative Digital, AI and Cloud Technologies

NICE Awards Excellence in CX for Innovative Digital, AI…

Cognigy Named as One of Germany’s Fastest Growing Technology Companies

Cognigy Named as One of Germany’s Fastest Growing…

Calabrio Releases Its Latest Analytics Suite

Calabrio Releases Its Latest Analytics Suite

New Digital Platform for AXA

New Digital Platform for AXA

Remote Workers Are Struggling to Find a Work/Life Balance

Remote Workers Are Struggling to Find a Work/Life Balance

Case Study: CX and Digital Transformation Within the Public Sector

Case Study: CX and Digital Transformation Within the…

NICE inContact Scores Well In New Gartner Report

NICE inContact Scores Well In New Gartner Report

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Top Stories

Take the “Fear Factor” Out of Agent Role Play

Smarter Ways to Close the Loop on Customer Feedback

Top Games to Reinforce Agent Skills and Knowledge

Latest News

Netcall and Box Partner to Make Information More Accessible

Five9 to Acquire Level AI in $325 Million Deal

Resources

What Contact Centres Are Doing Right Now - 2026 Edition

White Paper: Three Ways to Make Automated Customer Experiences More Human

Upcoming Events

10th November 2026

Future-Ready Planning: Trends and Skills for Modern Planners – Webinar

11th November 2026

Preparing for 2027: What the Latest Research Tells Us – Webinar

Latest Blogs

The Discipline Behind Achieving a ‘Return on Intelligence’

7 Outbound Dialler Features You Need In Your Call Centre

Upcoming Webinars

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success