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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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The Kerv and Genesys Partnership Goes From Strength to Strength

The Kerv and Genesys Partnership Goes From Strength to…

Talkdesk Recognized as a Microsoft Digital Native 2023 Partner of the Year

Talkdesk Recognized as a Microsoft Digital Native 2023…

Kore.ai Launches Intelligent Virtual Assistants for Zoom Contact Center

Kore.ai Launches Intelligent Virtual Assistants for Zoom…

New Research on AI’s Impact on Customer Service Agents

New Research on AI’s Impact on Customer Service…

NICE Announces Summer 2023 Release of CXone

NICE Announces Summer 2023 Release of CXone

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

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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