Call Centre news

• ScorebuddyCX Unplugged

  28-10-2026 19:54 via Call Centre Helper
  
  Date: 05 November 2026 | 8am PST | 11am EST | 4:00 PM GMT | 30 MinutesLocation: VirtualRegister NowBetter Connected. Better QA. Discover ScorebuddyCX Integrations.Your contact center tools should work together, not create more work for your team.Join David Magee and Darragh Costello for a practical, 30-minute session exploring how ScorebuddyCX integrates with the contact center platforms you already use, helping you streamline QA workflows, reduce manual effort, and get more value from your exis
  
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• AI is Telling Contact Centres More Than Ever. But What Happens Next?

  28-10-2026 19:22 via Call Centre Helper
  
  The growing use of AI in contact centres is creating vast volumes of data, and investment is set to continue.
  12 months ago, MaxContact’s KPI Benchmarking report 2025-2026 confirmed that 60% of contact centres said AI and automation would be the main areas of increased investment in 2026.Against that backdrop, and to coincide with the launch of MaxContact’s new Auto QA solution, MaxContact hosted a roundtable conversation with analysts, partners, and consultants to discuss issues emerging fr
  
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• Assembled Partners With Nextiva to Introduce WFM Integration

  28-10-2026 17:18 via Call Centre Helper
  
  Assembled has introduced a new partnership with Nextiva to bring workforce management capabilities to Nextiva customers through a new integration.Built using the Assembled API, the integration connects contact centre conversations with workforce planning, helping managers forecast demand, monitor agent availability and manage staffing across multiple channels. Nextiva’s own contact centre was the first to use the integration.Conversations from Nextiva’s phone, email, chat, SMS and social cha
  
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• AnywhereNow Wins Second Microsoft AI Hackathon Challenge

  28-10-2026 17:16 via Call Centre Helper
  
  AnywhereNow has won the “Reimagining Work in an Agent First Enterprise” Executive Challenge at the Microsoft Global Hackathon 2026, marking its second first-place finish in four weeks.The result follows the company’s win at the EMEA AI Builders Hackathon in Copenhagen. The latest challenge focused on how AI agents can work alongside people, processes and data across enterprise operations.Moritz Fischaleck, Chief AI Officer at AnywhereNow, said: “Two first-place finishes in four weeks is
  
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• Findings From CX Live’s The Experience Show South Europe 2026

  28-10-2026 17:15 via Call Centre Helper
  
  Artificial intelligence is advancing rapidly across customer experience, but organisations across South Europe are confronting a fundamental challenge: scaling its use without eroding the trust and service quality on which customer relationships depend.This tension emerged as a defining theme in the The Experience Show South Europe Intelligence Report 2026, published at CX Live’s The Experience Show South Europe 2026, held on 20-21 October at the Crowne Plaza Madrid.
  The findings reveal a mark
  
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• Vonage Adds Email to Its Omnichannel Messaging API

  28-10-2026 17:14 via Call Centre Helper
  
  Vonage has added email to its Messages API, allowing businesses to manage email alongside SMS, MMS, RCS and WhatsApp through a single platform.The new Email API is designed for transactional communications, including order confirmations, password resets, one-time passwords (OTPs), alerts and notifications.
  Existing Messages API customers can activate the email channel without adding a new integration, using the same APIs, delivery reporting and customer dashboard.The addition also enables busine
  
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• 10 Customer-Centric Ideas We Heard at Adanola

  28-10-2026 09:00 via Call Centre Helper
  
  We recently visited Adanola’s HQ in Manchester, UK, to see what Sandrea Morgan, Kirstyn Eaton, and the team have been doing behind the scenes to drive a truly customer-centric mindset and put continuous improvement at the heart of everything they do.1. Show Your Team What a 2-Minute Wait Really Feels Like for a CustomerWhen trying to focus your team on driving down wait times, it can really help for them to experience what that wait feels like to a customer.“We wanted to show our people what
  
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