Call Centre news

• Vonage Wins Gold at Merit Awards for Technology

  26-10-2026 11:00 via Call Centre Helper
  
  Vonage has received a gold award at the 2026 Merit Awards for Technology for its Identity Insights API, which uses real-time mobile network data to help businesses detect identity fraud and strengthen security.The award recognises the company’s approach to fraud prevention, using information sourced directly from mobile networks to identify potential threats without introducing additional steps for customers.The Vonage Identity Insights API includes capabilities designed to help businesses ide
  
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• 8×8 Appoints Boris Grinshpun as Global VP of Product Management

  26-10-2026 11:00 via Call Centre Helper
  
  8×8 has appointed Boris Grinshpun as Global Vice President of Product Management, bringing more than 20 years of experience in enterprise technology, product development and AI-powered customer engagement.Grinshpun, who took up the position on 12 October 2026, will lead 8×8’s global product management organisation, overseeing product strategy and development across its unified communications (UCaaS), contact centre (CCaaS) and communications platform (CPaaS) solutions.His appointment comes a
  
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• Digital Where Possible, Human When Essential, Agentic Where Appropriate

  26-10-2026 10:30 via Call Centre Helper
  
  Richard Farrell at Netcall explores how organisations can balance agentic AI, digital automation and human judgement to improve processes while managing risk.Agentic AI has rapidly become one of technology’s favourite phrases.The promise is compelling. Instead of simply answering questions or generating content, AI agents can work towards goals, take actions and complete multi-step tasks with less human intervention.That creates significant opportunities. But greater autonomy also creates grea
  
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• Awaab’s Law Phase 2: Connecting Property and Resident Data

  26-10-2026 10:30 via Call Centre Helper
  
  When it comes to housing hazards, the same problem can pose very different risks to different residents. Jimmy Rogers from Netcall explores why connected data is key to making better decisions.The conversation around Awaab’s Law has largely focused on compliance. Meeting timescales. Completing surveys. Identifying hazards.But Phase 2 changes the challenge entirely.As the scope of Awaab’s Law expands to cover a broader range of hazards across social housing, with the new requirements coming i
  
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• Case Study: Premier Guarantee Transforms Customer Experience with 8×8

  26-10-2026 09:30 via Call Centre Helper
  
  Premier Guarantee shines in the competitive and highly regulated UK construction insurance market by delivering proactive, efficient service that fosters trust and loyalty through a truly personal client experience.
  ChallengesLeveraging 8×8 Work and 8×8 Contact Center, the team is enhancing visibility across customer touchpoints, strengthening alignment with Consumer Duty commitments, and driving forward ambitious plans for digital transformation and accelerated change. No one understands the
  
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• Key Things That “Make or Break” a Resource Planning Team

  26-10-2026 09:00 via Call Centre Helper
  
  There are so many moving parts in Resource Planning, it can be difficult to know what’s really shifting the dial in the right direction.
  That’s why we spoke to WFM expert Alec Bowman-Clarke to better understand what “makes” a high-performing planning team – and what really “breaks” when a team ends up being constantly ignored and blamed when things go wrong.1. TerminologyTechnical expertise is only valuable if people understand what is being communicated. This is why language plays
  
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