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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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Route 101 Deploys Unified CX Platform for Ogi

Route 101 Deploys Unified CX Platform for Ogi

Crescendo Launches Multimodal AI Shopping Assistant for Shopify

Crescendo Launches Multimodal AI Shopping Assistant for…

SequenceShift Integrates Secure Payments Into Zendesk

SequenceShift Integrates Secure Payments Into Zendesk

Calabrio Introduces Omni Agent Intelligence

Calabrio Introduces Omni Agent Intelligence

Vonage Launches Conversations for Agentforce Marketing

Vonage Launches Conversations for Agentforce Marketing

Calabrio’s AI System Earns ISO 42001:2023 Certification

Calabrio’s AI System Earns ISO 42001:2023 Certification

Aspect Partners With Cinareo to Link Planning and Operations

Aspect Partners With Cinareo to Link Planning and…

Five9 and Google Cloud Launch Joint CX AI

Five9 and Google Cloud Launch Joint CX AI

AOK Bayern Moves Contact Centre to NiCE Cloud

AOK Bayern Moves Contact Centre to NiCE Cloud

Diabolocom Wins 2026 Frost & Sullivan CX Award

Diabolocom Wins 2026 Frost & Sullivan CX Award

Puzzel Releases New 2026 State of Contact Centres Findings

Puzzel Releases New 2026 State of Contact Centres Findings

Talkdesk Rolls Out Agentic AI Update

Talkdesk Rolls Out Agentic AI Update

Vonage Wins Digital Identity Innovator Award

Vonage Wins Digital Identity Innovator Award

New Research Reveals Growing Role for AI in CX Operations

New Research Reveals Growing Role for AI in CX Operations

Cloudax Accepted Into EWOR Traction Fellowship

Cloudax Accepted Into EWOR Traction Fellowship

AI Is Supporting, Not Replacing, Customer Service Roles

AI Is Supporting, Not Replacing, Customer Service Roles

Five9 Appoints Amit Mathradas as New CEO

Five9 Appoints Amit Mathradas as New CEO

Vonage Unveils New Integration With Salesforce

Vonage Unveils New Integration With Salesforce

Zoom Launches AI Companion 3.0 With New Agentic Capabilities

Zoom Launches AI Companion 3.0 With New Agentic…

Assembled Launches ServiceNow Workforce Integration

Assembled Launches ServiceNow Workforce Integration

Thoma Bravo Unites Verint and Calabrio Into One CX Platform

Thoma Bravo Unites Verint and Calabrio Into One CX…

Talkdesk and UiPath Launch a New Integration

Talkdesk and UiPath Launch a New Integration

Route 101 Completes Multi-Brand Platform Deployment for TPRG

Route 101 Completes Multi-Brand Platform Deployment for…

Vonage Expands AWS Partnership

Vonage Expands AWS Partnership

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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