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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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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…

77% of CX Leaders Believe AI Is Crucial for Personalization

77% of CX Leaders Believe AI Is Crucial for…

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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