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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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8×8 Expands AI Self-Service Capabilities

8×8 Expands AI Self-Service Capabilities

Kerv Experience Invests in Genesys Cloud CX Practice Expansion

Kerv Experience Invests in Genesys Cloud CX Practice…

Sabio Group Recognised for CX Expertise With Series of Awards

Sabio Group Recognised for CX Expertise With Series of…

Talkdesk Included in 2020 List of Best Software Companies

Talkdesk Included in 2020 List of Best Software Companies

Comdata to Launch New Trustpilot Fully Managed Service

Comdata to Launch New Trustpilot Fully Managed Service

HSJ Partnership Awards 2022

HSJ Partnership Awards 2022

Calabrio’s OpenAI Integrations Accelerate Efficiency and Productivity

Calabrio’s OpenAI Integrations Accelerate Efficiency and…

Get Faster, More Secure Logins With SAML SSO for Assembled

Get Faster, More Secure Logins With SAML SSO for Assembled

Building the Contact Centre of the Future

Building the Contact Centre of the Future

Unravelling WFM Solutions and Innovations

Unravelling WFM Solutions and Innovations

Five9 a Leader for Conversational AI in the ICC

Five9 a Leader for Conversational AI in the ICC

Case Study: Hexaware Achieves 60% Call Automation With Genesys

Case Study: Hexaware Achieves 60% Call Automation With…

Kubota Tractor Corporation Chooses 8×8 XCaaS

Kubota Tractor Corporation Chooses 8×8 XCaaS

8×8 Announces New AI, Video and MS Teams Platform Enhancements

8×8 Announces New AI, Video and MS Teams Platform…

Sabio Group Helps ENGIE Achieve Cloud Migration Goals

Sabio Group Helps ENGIE Achieve Cloud Migration Goals

Vonage Interactive Broadcast Supports up to 15,000 Participants

Vonage Interactive Broadcast Supports up to 15,000…

NICE Named Top Provider for Voice of the Customer

NICE Named Top Provider for Voice of the Customer

Centrical Unveils Employee Performance Experience

Centrical Unveils Employee Performance Experience

Case Study: Mike Morse Law Firm Boosts Efficiency With Zoom

Case Study: Mike Morse Law Firm Boosts Efficiency With…

Case Study: ForHousing Enhances Tenant Experience With Netcall

Case Study: ForHousing Enhances Tenant Experience With…

First Orion Collaborates With NICE CXone

First Orion Collaborates With NICE CXone

NICE Wins 2022 “Customer Experience Technology of the Year” Award

NICE Wins 2022 “Customer Experience Technology of the…

Videoslots Chooses injixo as Its WFM Solution

Videoslots Chooses injixo as Its WFM Solution

Kore.ai Voice Gateway Available on Genesys AppFoundry

Kore.ai Voice Gateway Available on Genesys AppFoundry

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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