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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 Announces AI-Based Speech Analytics for the Entire Organisation

8×8 Announces AI-Based Speech Analytics for the…

Jabra Unveils New Analytics Partnerships

Jabra Unveils New Analytics Partnerships

8×8 Integrates New Video Capabilities Into Its Communications Platform

8×8 Integrates New Video Capabilities Into Its…

RingCentral Release a New Contact Centre Solution

RingCentral Release a New Contact Centre Solution

NICE inContact CXone Wins Innovation Award

NICE inContact CXone Wins Innovation Award

8×8 Partners With Google Cloud

8×8 Partners With Google Cloud

Nuance Communications Celebrate Stevie Award Wins

Nuance Communications Celebrate Stevie Award Wins

CallMiner Offer New Customer Experience Solution Pack

CallMiner Offer New Customer Experience Solution Pack

Study Reveals Shifting Consumer Attitudes to Banking

Study Reveals Shifting Consumer Attitudes to Banking

Talkdesk Discusses Its Winter 19 Release

Talkdesk Discusses Its Winter 19 Release

NHS Professionals Selects RingCentral’s Cloud Communications Solutions

NHS Professionals Selects RingCentral’s Cloud…

Nuance Launches Artificial Intelligence Bundle for the Contact Centre

Nuance Launches Artificial Intelligence Bundle for the…

Research Finds That Multi-Channel Customer Experiences Are Falling Short

Research Finds That Multi-Channel Customer Experiences…

NICE Integrate Their IVR With Artificial Intelligence

NICE Integrate Their IVR With Artificial Intelligence

Disjointed Communications Negatively Impacts Customer Satistisfaction

Disjointed Communications Negatively Impacts Customer…

CallMiner Partner With Morae Global

CallMiner Partner With Morae Global

NICE inContact Partners with NEC Australia

NICE inContact Partners with NEC Australia

Calabrio Named as a Visionary in the Gartner Magic Quadrant

Calabrio Named as a Visionary in the Gartner Magic…

Bierce Implements a New Multichannel Solution

Bierce Implements a New Multichannel Solution

Calabrio Extends Cisco SolutionsPlus Program Participation

Calabrio Extends Cisco SolutionsPlus Program Participation

Taurus Insurance Services Install a New Contact Centre Solution

Taurus Insurance Services Install a New Contact Centre…

NICE Selected to Ensure Quality of Care and Audit Accuracy

NICE Selected to Ensure Quality of Care and Audit Accuracy

8×8 Announces Enhancements to the X Series Cloud Communications Platform

8×8 Announces Enhancements to the X Series Cloud…

Baxi Heating Integrate Communications with IFS

Baxi Heating Integrate Communications with IFS

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Top Stories

Keep Your Finger on the Pulse of What Agents Think

Tactics to Manage QA Well During Seasonal Peaks

8 Ways AI Is Already Changing WFM for the Better

Latest News

Peopleware to Showcase AI-Native WFM at Contact Centre Expo

AnywhereNow Wins Microsoft Global Hackathon Executive Challenge

Resources

eBook: Capacity Planning for Contact Centre BPOs

eBook: EU Data Sovereignty for the Contact Centre

Upcoming Events

14th October 2026

Unified Communications Expo (UCX) London 2026

22nd October 2026

Let Sales Win – What’s Really Happening On Your Floor – Webinar

Latest Blogs

‘Deflected’ Does Not Mean ‘Resolved’

How to Turn Training into Lasting Competence

Upcoming Webinars

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?