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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 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

General Motors Implement New Performance Management Technology

General Motors Implement New Performance Management…

NICE Announces Global Robotics User Community

NICE Announces Global Robotics User Community

Genesys Announces Great Performance in Cloud Solution Sales

Genesys Announces Great Performance in Cloud Solution…

Diabolocom Announces Impressive Growth In 2019

Diabolocom Announces Impressive Growth In 2019

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Top Stories

The Do’s and Don’ts of Implementing Analytics

What Should You Do When You Think a Customer Is Lying?

What It Takes to Be a More Empathetic Leader

Latest News

54% Discover Compliance Breach Outside Routine QA Reviews

8×8 Finds 52% Blame CIOs for AI Errors

Resources

The Voice AI Agents Buyer’s Guide

Guide: Break the Customer and Agent Burnout Loop

Upcoming Events

14th September 2026

Contact Centre & Customer Services Summit – Manchester

15th September 2026

CX Connect Europe

Latest Blogs

Are You Measuring Activity or Success?

What Are the Key Use Cases of Contact Centre Automation?

Upcoming Webinars

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

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

Webinar: How to Turn Customer Feedback into Action