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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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NICE inContact Announces CXone Fall Release

NICE inContact Announces CXone Fall Release

NICE Recognized as a Robotic Process Automation Leader

NICE Recognized as a Robotic Process Automation Leader

Jabra Creates a New Virtual Meeting Room Bundle

Jabra Creates a New Virtual Meeting Room Bundle

Case Study: Akixi Supports Gamma During Remote Working Shift

Case Study: Akixi Supports Gamma During Remote Working…

Travel Agent Implements New Cloud Contact Centre Solution

Travel Agent Implements New Cloud Contact Centre Solution

Natterbox Links Voice Component of Microsoft Teams to Salesforce

Natterbox Links Voice Component of Microsoft Teams to…

Jacada Recognized for Robotic Process Automation

Jacada Recognized for Robotic Process Automation

Natterbox Awarded Cloud Telephony Product of the Year

Natterbox Awarded Cloud Telephony Product of the Year

Calabrio Announce the Finalists of Their Analytics Award

Calabrio Announce the Finalists of Their Analytics Award

Sabio Group Acquires Anana

Sabio Group Acquires Anana

Personalizing the Customer Journey via Digital Channels

Personalizing the Customer Journey via Digital Channels

CallMiner Launches a New Model for Operationalizing Speech Analytics

CallMiner Launches a New Model for Operationalizing…

Genesys Extends Relationship with BT

Genesys Extends Relationship with BT

Two-Thirds of Brits Frustrated at Long Customer Service Waiting Times

Two-Thirds of Brits Frustrated at Long Customer Service…

RingCentral Launches Video Meetings in Europe

RingCentral Launches Video Meetings in Europe

Talkdesk Release New At-Home and Mobile Workforce Solutions

Talkdesk Release New At-Home and Mobile Workforce…

Vonage Awarded G-Cloud 12 Framework Agreement

Vonage Awarded G-Cloud 12 Framework Agreement

VCC Live Earns New G2 Crowd Badges

VCC Live Earns New G2 Crowd Badges

Nuance AI Helps to Improve Rakuten Mobile’s Communications Platform

Nuance AI Helps to Improve Rakuten Mobile’s…

Aspect Announces Integration With Google’s Verified Calls

Aspect Announces Integration With Google’s Verified Calls

Talkdesk Is Named to the 2020 Forbes Cloud 100

Talkdesk Is Named to the 2020 Forbes Cloud 100

Enghouse Interactive Promotes Node4 to Silver Partner Status

Enghouse Interactive Promotes Node4 to Silver Partner…

Must-See Expert Webinar – How to Migrate From Excel to WFM

Must-See Expert Webinar – How to Migrate From…

Selligent and Five9 Partner to Deliver Omnichannel Customer Journeys

Selligent and Five9 Partner to Deliver Omnichannel…

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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