Call Centre news

Zoom Acquires Enterprise AI Search Platform Onyx

27-10-2026 12:19 via Call Centre Helper

Zoom has announced the acquisition of Onyx.Onyx is an open-source AI platform for enterprise search and knowledge management, to help organisations provide AI agents with relevant business information and context.Founded in 2023, it connects to more than 50 enterprise applications, including document systems, wikis, ticketing platforms and customer records.
They provide real-time information to employees and AI agents, helping them access organisational knowledge when making decisions or taking

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From AI Insights to Action: Closing the Coaching Gap

27-10-2026 10:30 via Call Centre Helper

This blog summarises key points from a recent article by Derek Corcoran at Scorebuddy on why AI insights don’t always lead to coaching and how contact centres can turn them into action.AI Insight is Common, But Coaching Doesn’t Always FollowEach quarter, the QA & CX Intelligence Pulse Report, by ScorebuddyCX, explores how AI is influencing the work of contact centre teams.
In the latest edition, the AI Reality Check, 600 contact centre professionals were asked how much of their coaching

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Evaluagent Recognized Among Most Progressive AutoQM Platforms

27-10-2026 10:00 via Call Centre Helper

Evaluagent has been recognized as one of the most progressive automated quality management (AutoQM) platforms in the 2026 CMP Prism for Automated QA/QM.The assessment, published at CCW Nashville on 8 October 2026, evaluated 18 automated quality assurance and quality management providers against ten investment criteria.Conducted by CMP, the evaluation draws on industry analysis, user feedback and marketplace data to assess technology providers operating in the customer contact sector.The recognit

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Evaluagent Recognised Among Most Progressive AutoQM Platforms

27-10-2026 10:00 via Call Centre Helper

Evaluagent has been recognised as one of the most progressive automated quality management (AutoQM) platforms in the 2026 CMP Prism for Automated QA/QM.The assessment, published at CCW Nashville on 8 October 2026, evaluated 18 automated quality assurance and quality management providers against ten investment criteria.Conducted by CMP, the evaluation draws on industry analysis, user feedback and marketplace data to assess technology providers operating in the customer contact sector.The recognit

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What’s the Difference Between a Short- and Long-Term AI Strategy?

27-10-2026 09:00 via Call Centre Helper

As we all know, many leaders are under pressure to demonstrate fast returns on their AI investments right now. Yet there is a growing risk that if they focus too heavily on short-term wins, they’ll miss out on the bigger opportunities to be had too.The reality is that AI can deliver immediate benefits, but the contact centres that are seeing the greatest long-term value are not simply automating existing work; they are redesigning workflows, rethinking roles, and more, to ultimately create bet

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