Call Centre news

• Vonage Named Major Provider in Emerging ICX Category

  15-09-2026 17:27 via callcentrehelper.com
  
  Vonage has been named a Major Provider in the newly defined Intelligent Communications Experience category by Aragon Research.The recognition follows a new Aragon Research report examining ICX as an emerging enterprise technology category that brings together Unified Communications and Collaboration (UCC) and Intelligent Contact Centre (ICC) capabilities through an AI-integrated platform.Aragon Research Outlines ICX CategoryThe report highlights the growing use of separate communication tools wi
  
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• Zoom Named a Leader in IDC Revenue Orchestration Assessment

  15-09-2026 16:41 via callcentrehelper.com
  
  Zoom has been positioned in the Leaders category in the IDC MarketScape: Worldwide Unified Revenue Orchestration Platforms 2026 vendor assessment.The assessment examines how revenue orchestration platforms bring together buyer intelligence, workflow automation, conversation data and forecasting to support sales teams.Zoom Revenue Accelerator (ZRA) is built into Zoom Meetings and Zoom Phone, connecting meeting and call analytics with CRM data. Its capabilities include real-time coaching, deal ris
  
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• Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

  15-09-2026 15:59 via callcentrehelper.com
  
  Date: 29 September 2026, 10 AM BSTLocation: VirtualRegister NowYou’ve deployed AI. Now what?Most organizations have made significant investments in AI for customer experience but deployment is just the beginning. The teams seeing real results aren’t just launching AI, they’re continuously learning from it.Too many teams are still left asking:
  Is AI actually moving the needle on customer satisfaction?Where are virtual agents winning — and where are they quietly failing?How
  
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• Connected Experiences Become Focus at The Experience Show Asia

  15-09-2026 12:24 via callcentrehelper.com
  
  Organisations are increasingly looking to connect customer journeys, technology and operational processes as interactions span digital channels, AI-powered services and human support.This was a key theme at The Experience Show Asia, Malaysia 2026, where senior business leaders discussed how organisations are responding to increasingly complex customer journeys.The The Experience Show Asia, Malaysia Intelligence Report 2026 found that 62% of organisations are prioritising automation and workflow
  
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• Von der Interaktion zur Lösung: KI im Contact Center – Webinar

  15-09-2026 12:16 via callcentrehelper.com
  
  Date: 06 October 2026, 9:00 AM BSTLocation: VirtualRegister NowIhr Contact Center kämpft auf mehreren Fronten. KI kann das ändern.Steigende Kundenerwartungen, knappe Budgets, Sprachbarrieren. Und Agenten, die trotzdem jeden Tag liefern sollen. In diesem kostenlosen Webinar zeigen wir Ihnen, wie Zoom KI direkt in jedem Gespräch arbeitet. Eingebettet, kein Zusatz.Was Sie erwartetSprachbarrieren zwingen Sie, Ihr Team nach Sprachen zu organisieren, nicht nach Stärken. Mehrsprachi
  
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• Auto QA is Live: Every Call Scored, Every Score Evidenced

  15-09-2026 12:00 via callcentrehelper.com
  
  MaxContact explores what contact centres need to consider beyond simply reviewing every interaction.Auto QA scores 100% of your eligible interactions against your own criteria and links every score back to the exact exchange in the transcript. When a regulator, an ombudsman or the board asks about a specific call, the evidence already exists.Reviewing Every Call Turns Out Not to be the Finish LineA survey took place of 300 UK contact centre managers and directors in August. 285 of them operate u
  
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• When Customers Can’t Tell It’s AI, QA Can’t Be an Afterthought

  15-09-2026 10:30 via callcentrehelper.com
  
  Daniel Gil at Sabio explores why conversational AI agents need the same quality assurance and governance standards as human agents.Much of the regulation now shaping how we deploy AI in customer service – the multi-language requirements, the mandatory route to a human on request – rests on a quiet assumption: that today’s AI still behaves like the IVRs and bots of the last fifteen or twenty years.In most companies, that assumption is still fair. But it’s ageing, and fast,
  
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• 10 Sure-Fire Ways to Undermine Compliance

  15-09-2026 09:00 via callcentrehelper.com
  
  Compliance can feel like a necessary evil in contact centres – with endless scripts and checklists being a source of frustration for agents and managers alike.Sadly, many things only make the situation worse! That’s why we’ve spoken to contact centre experts to pull together some of the biggest compliance mistakes out there right now – so you can do your utmost to avoid them!1. Moan About Compliance in Front of Your AgentsOne of the worst mistakes leaders can make is to o
  
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