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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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Zendesk Introduces Autonomous Service Workforce

Zendesk Introduces Autonomous Service Workforce

Zendesk Unveils an Array of New Solutions to Revolutionise CX

Zendesk Unveils an Array of New Solutions to…

UJET Launches Agentic Experience Orchestration

UJET Launches Agentic Experience Orchestration

NiCE Launches New Agentic AI Capability at Enterprise Connect

NiCE Launches New Agentic AI Capability at Enterprise…

Assembled Improves Workforce Management Tools

Assembled Improves Workforce Management Tools

UJET Tops Info-Tech’s 2026 Midmarket CCaaS Rankings

UJET Tops Info-Tech’s 2026 Midmarket CCaaS Rankings

Zendesk Announces Acquisition of Forethought

Zendesk Announces Acquisition of Forethought

Aspect Named Metrigy’s Top WEM Provider

Aspect Named Metrigy’s Top WEM Provider

Calabrio Launches a Series of AI-Powered Enhancements to Its Suite

Calabrio Launches a Series of AI-Powered Enhancements to…

NiCE Announces the Release of Virtual AI Agents

NiCE Announces the Release of Virtual AI Agents

eGain Named Gartner MQ Leader for Customer Service Knowledge

eGain Named Gartner MQ Leader for Customer Service…

A New Survey Reveals Challenges for UK Contact Centres

A New Survey Reveals Challenges for UK Contact Centres

8×8 Finds 52% Blame CIOs for AI Errors

8×8 Finds 52% Blame CIOs for AI Errors

Zoom Named a Leader in IDC Revenue Orchestration Assessment

Zoom Named a Leader in IDC Revenue Orchestration…

Aspect and Five9 Partnership Supports More Proactive Decision-Making

Aspect and Five9 Partnership Supports More Proactive…

Calabrio Unveils All-in-One Webex Compliance Solution

Calabrio Unveils All-in-One Webex Compliance Solution

AI and Automation to Reshape Customer Service by 2028

AI and Automation to Reshape Customer Service by 2028

NiCE Launches Agentic AI on AWS EU Cloud

NiCE Launches Agentic AI on AWS EU Cloud

eGain Targets AI Accuracy With Evaluator Launch

eGain Targets AI Accuracy With Evaluator Launch

Salesforce Launches Agentforce to Power Service Field AI

Salesforce Launches Agentforce to Power Service Field AI

Assembled Launches ServiceNow Workforce Integration

Assembled Launches ServiceNow Workforce Integration

AnywhereNow and Meridian IT Join Forces on CX

AnywhereNow and Meridian IT Join Forces on CX

NiCE Launches AI Specialisation Partner Program

NiCE Launches AI Specialisation Partner Program

Vonage Launches Conversations for Agentforce Marketing

Vonage Launches Conversations for Agentforce Marketing

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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