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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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Gartner Releases Magic Quadrant for CCaaS 2025

Gartner Releases Magic Quadrant for CCaaS 2025

Synthflow Launches Memory Feature to AI Voice Agents

Synthflow Launches Memory Feature to AI Voice Agents

Movers and Shakers March 2026

Movers and Shakers March 2026

CX Award Wins – August 2025

CX Award Wins – August 2025

Synthflow and 8×8 Announce New Partnership

Synthflow and 8×8 Announce New Partnership

Scorebuddy Launches GenAI Boosting QA Efficiency

Scorebuddy Launches GenAI Boosting QA Efficiency

New Report Suggests Agentic AI Will Handle 68% of Interactions by 2028

New Report Suggests Agentic AI Will Handle 68% of…

Zoom Launches New AI Features for Customer Experience

Zoom Launches New AI Features for Customer Experience

Zoom Partners with Google to Power Next-Gen AI Tools

Zoom Partners with Google to Power Next-Gen AI Tools

NICE Named CCaaS Leader in Forrester 2025 Report

NICE Named CCaaS Leader in Forrester 2025 Report

NICE Enters a Strategic Collaboration With AWS

NICE Enters a Strategic Collaboration With AWS

Salesforce Has Acquired Informatica

Salesforce Has Acquired Informatica

Implementation Cost Is the Biggest AI Adoption Barrier, New Survey Reveals

Implementation Cost Is the Biggest AI Adoption Barrier,…

NiCE Signs $955 Million Deal to Acquire Cognigy

NiCE Signs $955 Million Deal to Acquire Cognigy

NICE Reports 400% Increase in Virtual Agent Use

NICE Reports 400% Increase in Virtual Agent Use

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

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

Agentic AI Expected to Resolve 80% of Common Issues by 2029

Agentic AI Expected to Resolve 80% of Common Issues by…

Forrester Announce New CCaaS Wave For 2025

Forrester Announce New CCaaS Wave For 2025

Over Half of Contact Centre Interactions Still Rely on Voice Calls, New Survey Reveals

Over Half of Contact Centre Interactions Still Rely on…

$20M Boost for Synthflow’s Enterprise Voice AI

$20M Boost for Synthflow’s Enterprise Voice AI

NiCE Completes $955 Million Cognigy Acquisition

NiCE Completes $955 Million Cognigy Acquisition

AI Is Supporting, Not Replacing, Customer Service Roles

AI Is Supporting, Not Replacing, Customer Service Roles

Verint Has Acquired Cognito to Advance AI-Driven CX

Verint Has Acquired Cognito to Advance AI-Driven CX

What Not to Miss at Customer Contact Week Las Vegas 2025

What Not to Miss at Customer Contact Week Las Vegas 2025

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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