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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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Level AI Expands Integrated Agentic CX Platform

Level AI Expands Integrated Agentic CX Platform

CallMiner Introduces On-Demand AI Agent Support

CallMiner Introduces On-Demand AI Agent Support

Route 101 Modernizes Identicare’s Voice Operations

Route 101 Modernizes Identicare’s Voice Operations

Zoom Introduces New Features Across its Workplace Platform

Zoom Introduces New Features Across its Workplace Platform

Peopleware Launches New Capacity Planning Solution

Peopleware Launches New Capacity Planning Solution

The Experience Show UK 2026 Key Findings

The Experience Show UK 2026 Key Findings

8×8 Expands AI Capabilities Across CX Platform

8×8 Expands AI Capabilities Across CX Platform

ElevenLabs Opens New Madrid Office

ElevenLabs Opens New Madrid Office

New South Wales Rugby League Adopts AnywhereNow

New South Wales Rugby League Adopts AnywhereNow

Salesforce and ServiceNow Invest $1.5B in Genesys

Salesforce and ServiceNow Invest $1.5B in Genesys

eGain Unveils AI Knowledge Suite for Healthcare

eGain Unveils AI Knowledge Suite for Healthcare

Assembled Launches New Workflow Performance Monitoring Tools

Assembled Launches New Workflow Performance Monitoring…

Awaken and Tethr Merge to Target Contact Centre Solutions

Awaken and Tethr Merge to Target Contact Centre Solutions

Sabio Announces F1 Leader for Disrupt Finale

Sabio Announces F1 Leader for Disrupt Finale

NiCE Powers Openreach Service Transformation

NiCE Powers Openreach Service Transformation

Tendfor Updates Teams Platform With New Features

Tendfor Updates Teams Platform With New Features

Route 101 to Modernize Lewisham Council’s Contact Centre

Route 101 to Modernize Lewisham Council’s Contact Centre

InVision Group Unifies Its Portfolio Under New Brand Peopleware

InVision Group Unifies Its Portfolio Under New Brand…

CallMiner Introduces AI-Driven Customer Feedback Solution: CallMiner Outreach

CallMiner Introduces AI-Driven Customer Feedback…

8×8 Launches New Conversational Intelligence Platform

8×8 Launches New Conversational Intelligence Platform

Five9 Has Introduced Spotlight for AI Insights

Five9 Has Introduced Spotlight for AI Insights

8×8 Has Launched 8×8 AI Routing

8×8 Has Launched 8×8 AI Routing

New Study Reveals AI’s Key Role in Improving Customer Service

New Study Reveals AI’s Key Role in Improving Customer…

Calabrio Introduces Omni Agent Intelligence

Calabrio Introduces Omni Agent Intelligence

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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