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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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eGain AI Agent for Zoom Contact Center Announced

eGain AI Agent for Zoom Contact Center Announced

Zoom Expands Into Hiring With BrightHire Acquisition

Zoom Expands Into Hiring With BrightHire Acquisition

26North to Acquire Intermedia in Cloud Communications Deal

26North to Acquire Intermedia in Cloud Communications Deal

Sabio Leads Essent’s Cloud Migration to Enhance CX

Sabio Leads Essent’s Cloud Migration to Enhance CX

Etech Expands AI Strategy Through CallMiner Partnership

Etech Expands AI Strategy Through CallMiner Partnership

AnywhereNow Dialogue Cloud Neo Lands in Microsoft Marketplace

AnywhereNow Dialogue Cloud Neo Lands in Microsoft…

Assembled Launches Brand Studio for Multi-Brand AI Support

Assembled Launches Brand Studio for Multi-Brand AI Support

eGain Launches Agentic Studio With Multi-Agent Orchestration

eGain Launches Agentic Studio With Multi-Agent…

Aspect and Five9 Partnership Supports More Proactive Decision-Making

Aspect and Five9 Partnership Supports More Proactive…

Five9 Launches Next-Generation Voice AI Agents

Five9 Launches Next-Generation Voice AI Agents

Assembled Launches New Metric: AI Experience Scores

Assembled Launches New Metric: AI Experience Scores

Five9 Research Highlights Human Role in AI CX

Five9 Research Highlights Human Role in AI CX

Winners Announced at 2024 European Contact Centre & Customer Service Awards

Winners Announced at 2024 European Contact Centre &…

NICE and ServiceNow Join Forces to Deliver an Integrated Platform

NICE and ServiceNow Join Forces to Deliver an Integrated…

Awaken and Tethr Merge to Target Contact Centre Solutions

Awaken and Tethr Merge to Target Contact Centre Solutions

Zoomtopia 2024 – A New Era of Contact Centre Excellence?

Zoomtopia 2024 – A New Era of Contact Centre…

Research Reveals How Office Noise Impacts Productivity and Wellbeing

Research Reveals How Office Noise Impacts Productivity…

UJET Opens Portugal Office Following $76M Funding

UJET Opens Portugal Office Following $76M Funding

Atombit and CallMiner Partner to Turn Insight Into Action

Atombit and CallMiner Partner to Turn Insight Into Action

CallMiner Acquires VOCALLS to Expand Automation Capabilities

CallMiner Acquires VOCALLS to Expand Automation…

UJET Acquires Spiral to Deepen AI Capabilities

UJET Acquires Spiral to Deepen AI Capabilities

Invosys and MaxContact Form Strategic Partnership

Invosys and MaxContact Form Strategic Partnership

ScorebuddyCX Launches 2026 Contact Centre Awards Programme

ScorebuddyCX Launches 2026 Contact Centre Awards Programme

Centrical Secures $39M for AI-Driven CX Innovation

Centrical Secures $39M for AI-Driven CX Innovation

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Top Stories

What Should You Do When You Think a Customer Is Lying?

What It Takes to Be a More Empathetic Leader

3 Ways to Get Buy-In for Ditching Spreadsheets

Latest News

54% Discover Compliance Breach Outside Routine QA Reviews

8×8 Finds 52% Blame CIOs for AI Errors

Resources

The Voice AI Agents Buyer’s Guide

Guide: Break the Customer and Agent Burnout Loop

Upcoming Events

14th September 2026

Contact Centre & Customer Services Summit – Manchester

15th September 2026

CX Connect Europe

Latest Blogs

How Travel and Hospitality Brands Handle Seasonal Staffing Spikes

From Getting It Right First Time to Right Every Time

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