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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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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

HomeServe and Sabio Create Innovative Solution

HomeServe and Sabio Create Innovative Solution

Take Part in the 2022 UK Contact Centre Decision-Makers’ Guide

Take Part in the 2022 UK Contact Centre…

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How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

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8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

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Customer Operations Case Study Pack

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

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Customer Satisfaction Survey Best Practices: A Complete Guide

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

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Webinar: Should Voice Agents Replace IVRs?