Call Centre news

• Salesforce to Acquire Cresta to Expand AI Voice Capabilities

  03-11-2026 12:27 via Call Centre Helper
  
  Salesforce has announced that it has signed a definitive agreement to acquire Cresta, a provider of AI-powered voice agents and conversation intelligence technology, as it looks to expand its customer service capabilities.The acquisition will bring Cresta’s voice AI technology together with Salesforce’s Service Cloud platform, allowing organisations to connect customer conversations with existing customer records and service processes.Cresta’s platform is designed to handle complex custome
  
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• 7 Outbound Dialler Features You Need In Your Call Centre

  03-11-2026 10:30 via Call Centre Helper
  
  Ben Booth at MaxContact explores the key features to look for when choosing an outbound dialler, from dialling modes and compliance controls to CRM integration and reporting.Also known as an auto dialler, an outbound dialler automates the process of making calls to customers and contacts and routes the answered calls to your available agents.Manual vs Auto DiallingDialling can be done manually on a mobile or business phone, with an agent placing calls one after another from a list.
  Many contact
  
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• How to Speed Up and Simplify Your Security Process

  03-11-2026 09:00 via Call Centre Helper
  
  Security checks are essential to prevent fraud, but that doesn’t mean they need to slow every customer conversation to a crawl. So, how can contact centres keep the right safeguards in place without adding unnecessary friction?It’s a fine balancing act, but it isn’t impossible – as our consultants panel shared when we asked them for their top tips and advice on speeding up and simplifying security processes.Swap Memory Tests for Things Customers HaveKatie StablerSwap memory tests for thi
  
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