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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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How Maintel’s Rebrand Is Transforming Customer Experience

How Maintel’s Rebrand Is Transforming Customer Experience

Nextview Consulting Acquires Sabio Group’s Salesforce Practice

Nextview Consulting Acquires Sabio Group’s Salesforce…

Assembled Improves Workforce Management Tools

Assembled Improves Workforce Management Tools

91 Percent of Customers Recommend NICE as a Preferred Vendor

91 Percent of Customers Recommend NICE as a Preferred…

Akixi Strengthens Microsoft Teams Offering with Oak Innovation’s Certified Call Recording

Akixi Strengthens Microsoft Teams Offering with Oak…

Implementation Cost Is the Biggest AI Adoption Barrier, New Survey Reveals

Implementation Cost Is the Biggest AI Adoption Barrier,…

Five9 and ServiceNow Expand Partnership with New AI Solution

Five9 and ServiceNow Expand Partnership with New AI…

Five9 Launches AI Agents for Personalised Service

Five9 Launches AI Agents for Personalised Service

MiaRec Launches Enhanced Topic Analysis Features

MiaRec Launches Enhanced Topic Analysis Features

Over Half of Contact Centre Interactions Still Rely on Voice Calls, New Survey Reveals

Over Half of Contact Centre Interactions Still Rely on…

8×8 Expands Its Cloud Platform With AI Tools

8×8 Expands Its Cloud Platform With AI Tools

NICE Launches AI-Powered Global Translator for Business

NICE Launches AI-Powered Global Translator for Business

Calabrio Launches New AI-Powered QM Tools

Calabrio Launches New AI-Powered QM Tools

Three Cities, Three Events, and Uncovering the Real Challenges in CX

Three Cities, Three Events, and Uncovering the Real…

Odigo Appoints Laurent Dechaux as New CEO

Odigo Appoints Laurent Dechaux as New CEO

Puzzel CX Solutions Deliver 278% ROI

Puzzel CX Solutions Deliver 278% ROI

Zoom Contact Centre Introduces New Updates

Zoom Contact Centre Introduces New Updates

Call & Contact Centre Expo 2024

Call & Contact Centre Expo 2024

NICE Has Launched CXone Mpower with AI Integration Updates

NICE Has Launched CXone Mpower with AI Integration Updates

8×8 Expands AI Voice Support for Global Users

8×8 Expands AI Voice Support for Global Users

Puzzel Acquires Capturi to Boost AI-Powered CX

Puzzel Acquires Capturi to Boost AI-Powered CX

Talkdesk Integrates Agentic AI Across Entire Platform

Talkdesk Integrates Agentic AI Across Entire Platform

The Evaluagent Contact Center Performance Summit 2024: Our Highlights

The Evaluagent Contact Center Performance Summit 2024:…

Dialpad Acquires Surfboard to Boost WFM Capabilities

Dialpad Acquires Surfboard to Boost WFM Capabilities

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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