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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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Resilient Operations Partner With QStory

Resilient Operations Partner With QStory

Cirrus Releases Game-Changing Upgrade to Its Contact Centre Platform

Cirrus Releases Game-Changing Upgrade to Its Contact…

Cresta Announces Expansion of Voice Platform Integrations

Cresta Announces Expansion of Voice Platform Integrations

Agent Empowerment Takes Centre Stage With QStory’s Agent Flex Software

Agent Empowerment Takes Centre Stage With QStory’s Agent…

Schneider Electric Taps Genesys to Transform Its CX

Schneider Electric Taps Genesys to Transform Its CX

Journey.ai Expands Suite on the Five9 CX Marketplace

Journey.ai Expands Suite on the Five9 CX Marketplace

NICE Named Overall Leader in Technology Excellence and Customer Impact

NICE Named Overall Leader in Technology Excellence and…

Sprinklr Launches More than 700 new Features

Sprinklr Launches More than 700 new Features

Zoom Launches WEM Suite for Contact Centre Teams

Zoom Launches WEM Suite for Contact Centre Teams

Oracle Introduces Generative AI Capabilities

Oracle Introduces Generative AI Capabilities

Genesys and ibex Partner to Deliver Next Generation CX Solutions

Genesys and ibex Partner to Deliver Next Generation CX…

Talkdesk Ranked #1 Overall for Global Contact Center Grid

Talkdesk Ranked #1 Overall for Global Contact Center Grid

Uniphore Announces U-Capture

Uniphore Announces U-Capture

Lake Ridge Bank Modernizes Customer Engagement with 8×8

Lake Ridge Bank Modernizes Customer Engagement with…

Calabrio Named an Exemplary Vendor in Ventana Research Buyers Guide

Calabrio Named an Exemplary Vendor in Ventana Research…

IntelePeer Announces Extension to SmartFlows Platform

IntelePeer Announces Extension to SmartFlows Platform

Unlocking New Enhancements With Salesforce Service Cloud Voice BYOT

Unlocking New Enhancements With Salesforce Service Cloud…

Vonage Introduces Conversations for Salesforce

Vonage Introduces Conversations for Salesforce

Unravelling WFM Solutions and Innovations

Unravelling WFM Solutions and Innovations

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

NICE Awards Excellence in CX for Innovative Digital, AI…

Execs In The Know & Conduent Release New CX Research Report

Execs In The Know & Conduent Release New CX…

G2 Report: Scorebuddy a Leader for Contact Center Quality Assurance

G2 Report: Scorebuddy a Leader for Contact Center…

Swampfox Announces New Release of CX Solution

Swampfox Announces New Release of CX Solution

Intradiem Introduces First AI-Powered Solution to Predict Agent Attrition

Intradiem Introduces First AI-Powered Solution to…

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Top Stories

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

Latest News

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Resources

Customer Operations Case Study Pack

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

Upcoming Events

29th September 2026

2026 QATC Annual Conference

30th September 2026

Customer Experience Live Show Middle East 2026

Latest Blogs

Customer Satisfaction Survey Best Practices: A Complete Guide

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

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?