Call Centre news

• Five9 Named a Leader for Ninth Time

  23-10-2026 16:30 via Call Centre Helper
  
  Five9 has been named a Leader in the 2026 Gartner Magic Quadrant for Contact Centre as a Service (CCaaS), marking the ninth time the company has received the designation.The report, published on 19 October 2026, evaluates contact centre technology providers based on their Completeness of Vision and Ability to Execute.Amit Mathradas, Chief Executive Officer at Five9, said:“We believe being named a Leader for the ninth time reflects something we’ve been building toward for years: AI isn’t re
  
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• Content Guru Recognised for 12th Consecutive Year

  23-10-2026 15:00 via Call Centre Helper
  
  Content Guru has been included in the Gartner Magic Quadrant for Contact Centre as a Service (CCaaS) for the 12th consecutive year, marking another appearance in the industry analyst’s assessment of contact centre technology providers.The Gartner Magic Quadrant evaluates technology providers based on their ability to execute and completeness of vision, positioning companies within four categories: Leaders, Challengers, Visionaries and Niche Players.Content Guru attributes its continued inclusi
  
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• Q&A: The Role of AI When Every Second Counts

  23-10-2026 12:00 via Call Centre Helper
  
  When someone reports a gas leak, calls an urgent healthcare line or loses power in a storm, the technology behind that conversation cannot fail.
  Martin Taylor, Co-Founder & Deputy CEO at Content Guru explores how AI is supporting communications in critical national infrastructure, and how the standards set by those services benefit customer experience leaders in every sector.What Makes Communications in Critical National Infrastructure Different From Other Customer Service?Most people who co
  
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• Zoom Launches New AI Features for Customer Experience

  23-10-2026 11:57 via Call Centre Helper
  
  Zoom has announced new AI agents, customer profiles and workflow automation features.The updates, announced at the company’s annual Zoomtopia conference, include a new unified context layer that brings together customer conversations, transcripts, CRM data and live interactions.
  The information can be shared across Zoom Virtual Agent, Zoom Contact Center and Zoom Phone, helping employees and AI tools access customer history across different channels.“Every interaction a customer has with a b
  
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