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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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NI Contact Centres Applauded for Excellence

NI Contact Centres Applauded for Excellence

Your Customer Service Is Trying Too Hard, and Not Where It Matters

Your Customer Service Is Trying Too Hard, and Not Where…

NICE Drives Accelerated CX Transformation for Globe Telecom

NICE Drives Accelerated CX Transformation for Globe…

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

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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