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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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Genesys Introduces AI Across the Genesys Cloud Platform

Genesys Introduces AI Across the Genesys Cloud Platform

Genesys Launches Native Journey Management for Genesys Cloud

Genesys Launches Native Journey Management for Genesys…

Workvivo by Zoom Named Preferred Migration Partner

Workvivo by Zoom Named Preferred Migration Partner

Sabio Group Recognised for CX Expertise With Series of Awards

Sabio Group Recognised for CX Expertise With Series of…

Genesys Awards Season in Full Swing

Genesys Awards Season in Full Swing

Calabrio and Avaya Power Cloud Driven Excellence

Calabrio and Avaya Power Cloud Driven Excellence

HP Partners With Google to Offer Realistic Meeting Experience

HP Partners With Google to Offer Realistic Meeting…

NICE Welcomes Nicole Kidman as Celebrity Keynote at Interactions 2024

NICE Welcomes Nicole Kidman as Celebrity Keynote at…

NICE Tops 2024 Opus Research Report as Conversational Intelligence Leader

NICE Tops 2024 Opus Research Report as Conversational…

New Genesys Report Finds That All Generations Are Ready for AI

New Genesys Report Finds That All Generations Are Ready…

CallMiner Named a Leader by Top Analyst Firm

CallMiner Named a Leader by Top Analyst Firm

Avaya Spices Up CX Offering with Edify Acquisition

Avaya Spices Up CX Offering with Edify Acquisition

Talkdesk Earns TrustRadius 2024 Top Rated Awards

Talkdesk Earns TrustRadius 2024 Top Rated Awards

ServiceNow and Genesys Announce Strategic Partnership

ServiceNow and Genesys Announce Strategic Partnership

Talkdesk Named a Finalist at 2024 CCW Excellence Awards

Talkdesk Named a Finalist at 2024 CCW Excellence Awards

Sprinklr Digital Twin Set to Increase Digital Capacity

Sprinklr Digital Twin Set to Increase Digital Capacity

New Salesforce Solution Helps Agents Resolve Cases Faster

New Salesforce Solution Helps Agents Resolve Cases Faster

Enghouse and Voxtron Collaborate to Enhance CX

Enghouse and Voxtron Collaborate to Enhance CX

Calabrio Accelerates Self-Service and AI-Driven Knowledge

Calabrio Accelerates Self-Service and AI-Driven Knowledge

Sprinklr Redefines Customer Feedback Management

Sprinklr Redefines Customer Feedback Management

Cincinnati Emergency Communication Centre Leverages NICE for Digital Transformation

Cincinnati Emergency Communication Centre Leverages NICE…

Thinktank Group Enhances CX with 8×8

Thinktank Group Enhances CX with 8×8

QStory Recognized in UKII Intelligence Report

QStory Recognized in UKII Intelligence Report

2024 European Contact Centre & Customer Service Awards Open for Entries

2024 European Contact Centre & Customer Service…

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Top Stories

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

How Can Resource Planners Help Reduce Frontline Stress?

Latest News

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Resources

Webinar Replay: Are You Wasting Your CX Data’s Potential?

CX Landscape Report 2026

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

Latest Blogs

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Low-Code Use Cases With Real-World Examples

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?