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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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NICE inContact CXone Wins Innovation Award

NICE inContact CXone Wins Innovation Award

Newstel GmbH Selects New Email Customer Service Solution

Newstel GmbH Selects New Email Customer Service Solution

Talkdesk Unveils CX Strategy Value Framework

Talkdesk Unveils CX Strategy Value Framework

RingCentral Announces Enhancements to Microsoft Teams Offering

RingCentral Announces Enhancements to Microsoft Teams…

Vonage Chosen to Enhance Customer Acquisition and Post-Purchase Services

Vonage Chosen to Enhance Customer Acquisition and…

GCI Acquires Modality Systems

GCI Acquires Modality Systems

injixo Announce Their Upcoming Webinar Schedule

injixo Announce Their Upcoming Webinar Schedule

NICE Introduces New Microsoft Teams Integration to CXone

NICE Introduces New Microsoft Teams Integration to CXone

Enghouse Interactive Announce New Integrations With MS Teams

Enghouse Interactive Announce New Integrations With MS…

Genesys Acquires Pointillist and Exceed.ai

Genesys Acquires Pointillist and Exceed.ai

Case Study: Herschend Decreases AHT by 12% With UJET

Case Study: Herschend Decreases AHT by 12% With UJET

Case Study: Klarna Resolves Customer Questions 10 x Faster With ElevenLabs

Case Study: Klarna Resolves Customer Questions 10 x…

Calabrio Announces the Winners of Its ONE Awards

Calabrio Announces the Winners of Its ONE Awards

Talkdesk for Service Cloud Voice on Salesforce AppExchange

Talkdesk for Service Cloud Voice on Salesforce AppExchange

Sales Leaders Are Confident About a Permanent Switch to Remote Selling

Sales Leaders Are Confident About a Permanent Switch to…

Contact Centre and Customer Services Summit 2023

Contact Centre and Customer Services Summit 2023

Indian Department Grants Unified Licence to RingCentral

Indian Department Grants Unified Licence to RingCentral

8X8 Acquires Wavecell

8X8 Acquires Wavecell

Businesses Are Increasing Investment in Digital Channels and AI

Businesses Are Increasing Investment in Digital Channels…

8×8 Named a Top Five Provider in Metrigy 2023 CCaaS MetriRank Report

8×8 Named a Top Five Provider in Metrigy 2023 CCaaS…

8×8 and Genesys Partner

8×8 and Genesys Partner

Maintel Launches Callmedia CX Now

Maintel Launches Callmedia CX Now

Tandem Bank Strengthens Its Customer Service Operations

Tandem Bank Strengthens Its Customer Service Operations

Jabra Creates a New Virtual Meeting Room Bundle

Jabra Creates a New Virtual Meeting Room Bundle

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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