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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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Genesys and Mitel Announce a Global Strategic Partnership

Genesys and Mitel Announce a Global Strategic Partnership

New Study Reveals AI’s Key Role in Improving Customer Service

New Study Reveals AI’s Key Role in Improving Customer…

Five9 Expands Global Reach with Google Cloud Marketplace

Five9 Expands Global Reach with Google Cloud Marketplace

Talkdesk & Epic Partner to Transform Healthcare Support

Talkdesk & Epic Partner to Transform Healthcare…

What Not to Miss at CCW Berlin 2025

What Not to Miss at CCW Berlin 2025

Netcall has Announced a Strategic Partnership With Analyze Consulting

Netcall has Announced a Strategic Partnership With…

8×8 Introduces 8×8 Aftersale Assist to Enhance Post-Sale Support

8×8 Introduces 8×8 Aftersale Assist to Enhance…

Sprinklr Expands Its Reach with a New Integration With Bluesky

Sprinklr Expands Its Reach with a New Integration With…

Talkdesk Strengthens APAC Presence with Australia Cloud

Talkdesk Strengthens APAC Presence with Australia Cloud

MiaRec and RingCentral Unite for Smarter QA

MiaRec and RingCentral Unite for Smarter QA

EvaluAgent Expands Its xMetrics Suite with Three New Additions

EvaluAgent Expands Its xMetrics Suite with Three New…

Five9 and Intradiem Expand Their Partnership With Real-Time Automation

Five9 and Intradiem Expand Their Partnership With…

Alvaria and UJET Join Forces to Drive CX Innovation

Alvaria and UJET Join Forces to Drive CX Innovation

8×8 Has Unveiled Updated Platform Features to Improve CX

8×8 Has Unveiled Updated Platform Features to…

Assembled Launches AI-Powered Assist Across All Channels

Assembled Launches AI-Powered Assist Across All Channels

Kore.ai Unveils ‘AI For Process’ For Smarter Automation

Kore.ai Unveils ‘AI For Process’ For Smarter…

New Survey Reveals Hidden Crisis in UK Consumer Vulnerability

New Survey Reveals Hidden Crisis in UK Consumer…

MiaRec Unveils IMetrics For AI-Driven Analytics

MiaRec Unveils IMetrics For AI-Driven Analytics

InVision Group Unifies Its Portfolio Under New Brand Peopleware

InVision Group Unifies Its Portfolio Under New Brand…

Puzzel Launches AI-Powered Virtual Agent Suite

Puzzel Launches AI-Powered Virtual Agent Suite

MiaRec and Webex by Cisco Partner to Improve EX and CX

MiaRec and Webex by Cisco Partner to Improve EX and CX

Calabrio Announces Strategic Acquisition of Echo AI

Calabrio Announces Strategic Acquisition of Echo AI

Talkdesk Introduces AI Agents to Enhance Retail CX

Talkdesk Introduces AI Agents to Enhance Retail CX

San Francisco DEM Chooses NICE to Transform Its 911 Communications

San Francisco DEM Chooses NICE to Transform Its 911…

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Top Stories

How Can Resource Planners Help Reduce Frontline Stress?

10 Steps to a Better CX Ambassador Programme

What to Do With an Agent Who’s Suddenly Lost Their Confidence

Latest News

Zoom Cares Announces $2.75m AI Grant Funding

Evaluagent Earns 44 G2 Badges in Fall 2026 Report

Resources

CX Landscape Report 2026

Report: Frost Radar for EMEA Customer Experience Platforms 2026

Upcoming Events

24th September 2026

CX Excellence Masterclass: Explore the Link Between QA and CX

24th September 2026

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

Latest Blogs

Are Contact Centres Creating Their Own Vulnerable Customer Failures?

AI Minutes, Tokens, or Outcomes? Rethink What You’re Actually Paying For

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