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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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Coronavirus Impacts International Telecoms in China and South Korea

Coronavirus Impacts International Telecoms in China and…

Genesys Cloud Now Available on AWS Marketplace

Genesys Cloud Now Available on AWS Marketplace

NICE Celebrates Gartner Magic Quadrant Results

NICE Celebrates Gartner Magic Quadrant Results

IPI and UK Youth Help Young People Build Bright Futures

IPI and UK Youth Help Young People Build Bright Futures

Calabrio Recognized in Gartner’s Magic Quadrant

Calabrio Recognized in Gartner’s Magic Quadrant

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

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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