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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 Named Leader in Real-Time Authentication and Fraud Prevention

NICE Named Leader in Real-Time Authentication and Fraud…

8X8 Acquires Wavecell

8X8 Acquires Wavecell

GCI Acquires Modality Systems

GCI Acquires Modality Systems

Colt Technology Services Improves Customer Insights

Colt Technology Services Improves Customer Insights

EmployBridge Moves to a Cloud Contact Centre

EmployBridge Moves to a Cloud Contact Centre

Foehn Achieves G-Cloud 11 Approval Across Full Product Suite

Foehn Achieves G-Cloud 11 Approval Across Full Product…

Newstel GmbH Selects New Email Customer Service Solution

Newstel GmbH Selects New Email Customer Service Solution

Case Study: European Tax Agency Implements a Virtual Assistant

Case Study: European Tax Agency Implements a Virtual…

Jabra Partner With Code Software

Jabra Partner With Code Software

Research Shows That Automation Can Improve Advisor Satisfaction

Research Shows That Automation Can Improve Advisor…

Bluecrest Ramps Up Its Customer Satisfaction Scores

Bluecrest Ramps Up Its Customer Satisfaction Scores

Sabio Partners With UCL School of Management

Sabio Partners With UCL School of Management

Indie Campers Enhance Customer Support

Indie Campers Enhance Customer Support

Rated People Selects New Telephony Platform

Rated People Selects New Telephony Platform

Genesys Announce New Artificial Intelligence Capabilities

Genesys Announce New Artificial Intelligence Capabilities

Jabra Launches Video Solution

Jabra Launches Video Solution

Calabrio Acquires Teleopti

Calabrio Acquires Teleopti

91% of Contact Centre IT Staff Consider Compliance Investments a Priority

91% of Contact Centre IT Staff Consider Compliance…

NICE Announces CX Excellence Award Winners

NICE Announces CX Excellence Award Winners

William Hill Partners With Aspect Software

William Hill Partners With Aspect Software

trivago Hotel Relations Books Talkdesk to Optimise Contact Centre

trivago Hotel Relations Books Talkdesk to Optimise…

Foehn Awarded Genesys Gold Partner Status

Foehn Awarded Genesys Gold Partner Status

Case Study: How Equiniti Improved Operational Insights

Case Study: How Equiniti Improved Operational Insights

Decathlon Pro Sees Quick ROI From Telephony Solution

Decathlon Pro Sees Quick ROI From Telephony Solution

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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?