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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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Vonage Announces Acquisition of Jumper.ai

Vonage Announces Acquisition of Jumper.ai

Jabra Launches Evolve2 75 Headset

Jabra Launches Evolve2 75 Headset

Enghouse Interactive Releases Proteus Cloud

Enghouse Interactive Releases Proteus Cloud

Sabio Group Launches Global ‘Centre of Excellence’ Function

Sabio Group Launches Global ‘Centre of Excellence’…

RingCentral Reveals Platform Innovations to Embrace Hybrid Work

RingCentral Reveals Platform Innovations to Embrace…

The Rise of the Intelligent Virtual Agent: Usage Grows 180% in 2021

The Rise of the Intelligent Virtual Agent: Usage Grows…

Not All Communications APIs Are Created Equal

Not All Communications APIs Are Created Equal

New Platform Announced by RingCentral

New Platform Announced by RingCentral

Genesys Acquires Pointillist and Exceed.ai

Genesys Acquires Pointillist and Exceed.ai

Vonage Receives Salesforce Partner Innovation Award

Vonage Receives Salesforce Partner Innovation Award

Calabrio Announces Winners of Analytics Competition and ONE Awards

Calabrio Announces Winners of Analytics Competition and…

Alvaria Receives 2021 Contact Center Technology Award

Alvaria Receives 2021 Contact Center Technology Award

Calabrio Launches Health of the Contact Centre 2021 Report

Calabrio Launches Health of the Contact Centre 2021 Report

A New Work Culture

A New Work Culture

Five9 Wins Best Application of AI Award at Enterprise Connect

Five9 Wins Best Application of AI Award at Enterprise…

Five9 Named a 2021 UK’s Best Workplace in Tech

Five9 Named a 2021 UK’s Best Workplace in Tech

Sensee Wins Gold at the 2021 UK National Contact Centre Awards

Sensee Wins Gold at the 2021 UK National Contact Centre…

Vonage Launches AI Virtual Assistant

Vonage Launches AI Virtual Assistant

CallMiner Platform Combines With Microsoft Azure Speech to Text

CallMiner Platform Combines With Microsoft Azure Speech…

RingCentral Announces New Features for Hybrid Work

RingCentral Announces New Features for Hybrid Work

Vonage Contact Center Is Now Chrome Enterprise Recommended

Vonage Contact Center Is Now Chrome Enterprise Recommended

8×8 Introduces Frontdesk to Transform the Receptionist Role

8×8 Introduces Frontdesk to Transform the…

Vonage Introduces Video Express

Vonage Introduces Video Express

Voice for Microsoft Teams Hits Global Milestone

Voice for Microsoft Teams Hits Global Milestone

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Top Stories

What Is Our Metric Fixation Really Costing Us?

Keep Your Finger on the Pulse of What Agents Think

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Latest News

Five9 Named a Leader for Ninth Time

Content Guru Recognised for 12th Consecutive Year

Resources

Webinar Replay: How to Turn Customer Feedback into Action

eBook: Capacity Planning for Contact Centre BPOs

Upcoming Events

26th October 2026

ICMI Contact Center Expo 2026

27th October 2026

The Intelligence Gap Shaping the Future of Customer Automation – Webinar

Latest Blogs

Q&A: The Role of AI When Every Second Counts

Why QA and CSAT Scores Don’t Always Match

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success