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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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Talkdesk Makes Cloud Transformation Easier

Talkdesk Makes Cloud Transformation Easier

Swisscom Quadruples Customer Interactions in Just Six Months

Swisscom Quadruples Customer Interactions in Just Six…

Clarabridge Named a Leader in Customer Feedback Management

Clarabridge Named a Leader in Customer Feedback Management

IPI Implements AI Chatbot for Northern Ireland Water

IPI Implements AI Chatbot for Northern Ireland Water

Enghouse Interactive and MJ Flood Technology Announce Partnership

Enghouse Interactive and MJ Flood Technology Announce…

NICE Launches New Robotic Process Automation Offering

NICE Launches New Robotic Process Automation Offering

eGain Partners With Avaya

eGain Partners With Avaya

Vonage Introduces New Virtual Assistant for WhatsApp

Vonage Introduces New Virtual Assistant for WhatsApp

injixo Sets Out New WFM Plans

injixo Sets Out New WFM Plans

New Research Shows That UK Consumers Are Warming Up to AI

New Research Shows That UK Consumers Are Warming Up to AI

Case Study – Voxpro Increases Productivity by 20%

Case Study – Voxpro Increases Productivity by 20%

Business Systems Shortlisted for Technology Award

Business Systems Shortlisted for Technology Award

TP Vision Implement New Contact Centre and Speech Analytics Solutions

TP Vision Implement New Contact Centre and Speech…

NICE Unveil New Predictive Routing Approach

NICE Unveil New Predictive Routing Approach

8×8 Increase Security and Quality Management Capabilities

8×8 Increase Security and Quality Management…

NICE inContact CXone Receives Perfect Scores in New DMG Report

NICE inContact CXone Receives Perfect Scores in New DMG…

Microsoft and Genesys Expand Partnership

Microsoft and Genesys Expand Partnership

NICE Announce New Capabilities for Its Robotic Process Automation Solution

NICE Announce New Capabilities for Its Robotic Process…

CIO WaterCooler Begin Digital Transformation

CIO WaterCooler Begin Digital Transformation

Genesys Renames Its Flagship Cloud Solution

Genesys Renames Its Flagship Cloud Solution

Sabio Group Acquires Provider of Contact Centre and CX Solutions

Sabio Group Acquires Provider of Contact Centre and CX…

IPI Strengthens Voice Biometric Capabilities Through Partnership

IPI Strengthens Voice Biometric Capabilities Through…

New Partnership for what3words and Speechmatics

New Partnership for what3words and Speechmatics

Female Recruiters Recognised in UK’s Top 50 CX Stars

Female Recruiters Recognised in UK’s Top 50 CX Stars

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Top Stories

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

How Can Resource Planners Help Reduce Frontline Stress?

Latest News

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Resources

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

CX Landscape Report 2026

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

Latest Blogs

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

Low-Code Use Cases With Real-World Examples

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?