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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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Puzzel to Acquire SupWiz for Enhanced AI Solutions

Puzzel to Acquire SupWiz for Enhanced AI Solutions

NICE and AT&T Collaborate to Enhance Emergency Services Technology

NICE and AT&T Collaborate to Enhance Emergency…

Scorebuddy Launches GenAI Boosting QA Efficiency

Scorebuddy Launches GenAI Boosting QA Efficiency

Calabrio and Five9 Join Forces to Modernise Contact Centre Operations

Calabrio and Five9 Join Forces to Modernise Contact…

Genesys Xperience UKI 2024 Now Available On-Demand

Genesys Xperience UKI 2024 Now Available On-Demand

From Efficiency to Empathy: Genesys Cloud’s Bold Move to Revolutionize CX

From Efficiency to Empathy: Genesys Cloud’s Bold…

Evaluagent Partners With Five9 to Elevate CX

Evaluagent Partners With Five9 to Elevate CX

8×8 Unveils AI-Driven Platform Enhancements

8×8 Unveils AI-Driven Platform Enhancements

MiaRec Enhances Topic Analysis in Contact Centres with LLM

MiaRec Enhances Topic Analysis in Contact Centres with LLM

Regal.io and 8×8 Partner to Improve Employee and Customer Experience

Regal.io and 8×8 Partner to Improve Employee and…

Research Reveals How Office Noise Impacts Productivity and Wellbeing

Research Reveals How Office Noise Impacts Productivity…

Contexta360 Unveils New Advanced Speech Analytics Features

Contexta360 Unveils New Advanced Speech Analytics Features

New AI Capabilities Improve Summarization Features

New AI Capabilities Improve Summarization Features

Microsoft Releases AI-Driven Dynamics 365 Contact Center

Microsoft Releases AI-Driven Dynamics 365 Contact Center

Orange Cyberdefense Streamlines Service Operations with NICE CXone

Orange Cyberdefense Streamlines Service Operations with…

64% of Customers Don’t Want AI – New Gartner Report Finds

64% of Customers Don’t Want AI – New Gartner…

2024 International CX Excellence Award Winners Announced

2024 International CX Excellence Award Winners Announced

A New Survey Reveals Challenges for UK Contact Centres

A New Survey Reveals Challenges for UK Contact Centres

CX Fest 2024: Networking with Sun, Sand, and CX Insights!

CX Fest 2024: Networking with Sun, Sand, and CX Insights!

New Report Launched for AI in Healthcare

New Report Launched for AI in Healthcare

Leeds Building Society Modernises its Contact Centre with Sabio

Leeds Building Society Modernises its Contact Centre…

Highlights of NICE Interactions 2024

Highlights of NICE Interactions 2024

New Study Shows AI Enhances Consumer Loyalty

New Study Shows AI Enhances Consumer Loyalty

BT Group Expands ServiceNow Partnership to Save Agents Time

BT Group Expands ServiceNow Partnership to Save Agents…

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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

22nd September 2026

Streamlined Processes and Adaptive Workflows for Superior Results – Webinar

24th September 2026

CX Excellence Masterclass: Explore the Link Between QA and CX

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