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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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CallMiner Integrates with Microsoft Dynamics 365 Contact Center

CallMiner Integrates with Microsoft Dynamics 365 Contact…

Five9 Launches New Capabilities – AI Agents and AI Trust & Governance

Five9 Launches New Capabilities – AI Agents and AI Trust…

Route 101 and NiCE Win Major DWP Contract

Route 101 and NiCE Win Major DWP Contract

Diabolocom Launches New Mobile CX Tool

Diabolocom Launches New Mobile CX Tool

Sabio’s Disrupt Series Expands With Paris Event

Sabio’s Disrupt Series Expands With Paris Event

A Recent Survey Found 60% of Agents Don’t Promote Self-Service Options

A Recent Survey Found 60% of Agents Don’t Promote…

What Not to Miss at Customer Contact Week Las Vegas 2025

What Not to Miss at Customer Contact Week Las Vegas 2025

CallMiner Acquires VOCALLS to Expand Automation Capabilities

CallMiner Acquires VOCALLS to Expand Automation…

New Report Reveals AI Needs Human Touch in CX

New Report Reveals AI Needs Human Touch in CX

Salesforce Has Acquired Informatica

Salesforce Has Acquired Informatica

New Report Suggests Agentic AI Will Handle 68% of Interactions by 2028

New Report Suggests Agentic AI Will Handle 68% of…

Zoom Partners with Google to Power Next-Gen AI Tools

Zoom Partners with Google to Power Next-Gen AI Tools

MaxContact Acquires Curious Thing’s Tech to Expand AI Capabilities

MaxContact Acquires Curious Thing’s Tech to Expand AI…

Jabra Launches Engage AI Complete for Smarter Calls

Jabra Launches Engage AI Complete for Smarter Calls

8×8 Becomes Gold Sponsor of CCMA Ireland for 2025

8×8 Becomes Gold Sponsor of CCMA Ireland for 2025

New Report Highlights Latest WFM Trends

New Report Highlights Latest WFM Trends

Vonage Refreshes Startup Support with API Access

Vonage Refreshes Startup Support with API Access

NICE Enters a Strategic Collaboration With AWS

NICE Enters a Strategic Collaboration With AWS

Make 2025 the Year You Raise Your Industry Profile!

Make 2025 the Year You Raise Your Industry Profile!

CallMiner Releases New Updates to its AI Assist Platform

CallMiner Releases New Updates to its AI Assist Platform

NICE and ServiceNow Join Forces to Deliver an Integrated Platform

NICE and ServiceNow Join Forces to Deliver an Integrated…

Zoom and ServiceNow Partner to Streamline Customer and IT Service Operations

Zoom and ServiceNow Partner to Streamline Customer and…

Talkdesk Launches CX Solution for Small Businesses: Talkdesk Express

Talkdesk Launches CX Solution for Small Businesses:…

Five9 and Salesforce Launch Unified CX Platform

Five9 and Salesforce Launch Unified CX Platform

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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