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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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Twilio Announces CustomerAI Solutions

Twilio Announces CustomerAI Solutions

NICE Receives “AI Solution of the Year” Award

NICE Receives “AI Solution of the Year” Award

Enterprise AI Is Here. And It’s Remarkably Human.

Enterprise AI Is Here. And It’s Remarkably Human.

Get Faster, More Secure Logins With SAML SSO for Assembled

Get Faster, More Secure Logins With SAML SSO for Assembled

NICE Enlighten XO Receives 2023 “Disruptive Technology of the Year” Award

NICE Enlighten XO Receives 2023 “Disruptive Technology…

MaxContact Secures Major Investment to Drive Innovation and Propel Growth

MaxContact Secures Major Investment to Drive Innovation…

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

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

Unleash Agent Potential at the Agent Engagement Summit 2023

Unleash Agent Potential at the Agent Engagement Summit…

Talkdesk and Epic Enter New Collaboration

Talkdesk and Epic Enter New Collaboration

NICE Named Top Leader in Metrigy’s Inaugural CCaaS Provider Ranking

NICE Named Top Leader in Metrigy’s Inaugural CCaaS…

8×8 Announces New Generation Phone App for Microsoft Teams

8×8 Announces New Generation Phone App for…

Five9 Announces the Winners of its Reimagine CX Awards

Five9 Announces the Winners of its Reimagine CX Awards

Finalists Announced for the European Contact Centre & Customer Service Awards 2023

Finalists Announced for the European Contact Centre…

CommunityWFM Enhances Contact Centre WFM

CommunityWFM Enhances Contact Centre WFM

Case Study: Blackhawk Network Provides CX at Scale

Case Study: Blackhawk Network Provides CX at Scale

Qualtrics Announces General Availability of New AI Tools

Qualtrics Announces General Availability of New AI Tools

CallMiner Named the Leader in Conversation Intelligence

CallMiner Named the Leader in Conversation Intelligence

Contact Centres Open Doors for A-Level Graduates

Contact Centres Open Doors for A-Level Graduates

Dialpad Launches DialpadGPT

Dialpad Launches DialpadGPT

8×8 Wins Stevie Awards

8×8 Wins Stevie Awards

Sabio Group Named as Supplier on NS3 Framework

Sabio Group Named as Supplier on NS3 Framework

Genesys a CCaaS Leader in the 2023 Gartner Magic Quadrant

Genesys a CCaaS Leader in the 2023 Gartner Magic Quadrant

8×8 Wins 2023 TrustRadius Tech Cares Award

8×8 Wins 2023 TrustRadius Tech Cares Award

Talkdesk Secures #8 Spot in the 2023 Forbes Cloud 100 List

Talkdesk Secures #8 Spot in the 2023 Forbes Cloud 100 List

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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?