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A selection of call and contact centre news and insights on employee engagement, technology, customer service, and customer experience (CX) trends.

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What You Missed at NiCE Interactions International in London 2025

What You Missed at NiCE Interactions International in…

NiCE Announces 2025 International CX Excellence Award Winners

NiCE Announces 2025 International CX Excellence Award…

Staysure Chooses NiCE For European Expansion

Staysure Chooses NiCE For European Expansion

AI and Automation to Reshape Customer Service by 2028

AI and Automation to Reshape Customer Service by 2028

TalkTalk Joins Forces With NiCE To Deploy CXone Mpower

TalkTalk Joins Forces With NiCE To Deploy CXone Mpower

Genesys Launches Cloud AI Studio For Responsible Agentic AI

Genesys Launches Cloud AI Studio For Responsible Agentic…

Talkdesk Launches New Travel and Hospitality AI Platforms

Talkdesk Launches New Travel and Hospitality AI Platforms

NiCE Unveils Inform AI to Support ECCs

NiCE Unveils Inform AI to Support ECCs

8×8 Launches Verif8 for Smarter Customer Authentication

8×8 Launches Verif8 for Smarter Customer…

$20M Boost for Synthflow’s Enterprise Voice AI

$20M Boost for Synthflow’s Enterprise Voice AI

Success for Sabio Clients at UK National Contact Centre Awards

Success for Sabio Clients at UK National Contact Centre…

Vonage Powers Bluegrass Network’s Unified Communications Upgrade

Vonage Powers Bluegrass Network’s Unified Communications…

New Survey Finds 62% Back Fines for Long Call Waits

New Survey Finds 62% Back Fines for Long Call Waits

NiCE Expands Strategic Partnership With AWS

NiCE Expands Strategic Partnership With AWS

NiCE Partners With Snowflake to Streamline CX Data

NiCE Partners With Snowflake to Streamline CX Data

Content Guru Scores 100% Recommendation in Gartner Report

Content Guru Scores 100% Recommendation in Gartner Report

NiCE Announces the Release of Virtual AI Agents

NiCE Announces the Release of Virtual AI Agents

Research Reveals 10-Point Drop in Global Customer Happiness

Research Reveals 10-Point Drop in Global Customer…

77% Report Cost Savings From AI in CX

77% Report Cost Savings From AI in CX

Talkdesk Launches New Customer Experience Automation Platform

Talkdesk Launches New Customer Experience Automation…

Assembled Enters Europe with New London Office

Assembled Enters Europe with New London Office

Calabrio Debuts Next-Gen Performance Management Solution

Calabrio Debuts Next-Gen Performance Management Solution

Zoom Releases Major Enhancements to Its CX Platform

Zoom Releases Major Enhancements to Its CX Platform

Foundever and Cognigy Expand Partnership to Scale AI in CX

Foundever and Cognigy Expand Partnership to Scale AI in CX

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Top Stories

10 Customer-Centric Ideas We Heard at Adanola

What’s the Difference Between a Short- and Long-Term AI Strategy?

Key Things That “Make or Break” a Resource Planning Team

Latest News

Assembled Partners With Nextiva to Introduce WFM Integration

AnywhereNow Wins Second Microsoft AI Hackathon Challenge

Resources

Guide: Are Your Agents Ready?

Webinar Replay: How to Turn Customer Feedback into Action

Upcoming Events

3rd November 2026

2026 #RaisingStandards

3rd November 2026

Consumer Duty at Scale: Proving Fairness Across 100% of Interactions – Webinar

Latest Blogs

From AI Insights to Action: Closing the Coaching Gap

Awaab’s Law Phase 2: Connecting Property and Resident Data

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success