Call Centre news

• Netcall and Box Partner to Make Information More Accessible

  09-11-2026 13:55 via Call Centre Helper
  
  Netcall has announced a collaboration with Box to help organisations integrate enterprise content into AI-powered digital services, with a focus on automation, accessibility and information management.The partnership, delivered through Netcall’s digital services business Jadu, will introduce an integration suite connecting Jadu’s platform with content stored and managed in Box.The integration will allow organisations to develop self-service portals, digital applications and automated service
  
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• The Leadership Challenge Behind Successful AI Adoption in 2027 – Webinar

  09-11-2026 13:38 via Call Centre Helper
  
  Date: 26 November 2026 | 11:00 (GMT)Location: VirtualRegister NowThe technology is in. The milestones have been met. So, why aren’t you seeing the results?Organisations are investing millions in AI, but implementation doesn’t guarantee adoption or business value. When adoption stalls, leaders can be quick to blame employee resistance or fear of job losses.AI can challenge people’s expertise, professional identity and sense of control. Meanwhile, leaders face mounting pressure to deliver ef
  
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• CX Signals Series: Your Automation Target is Probably Wrong – Webinar

  09-11-2026 13:29 via Call Centre Helper
  
  Date: 26 November 2026 | 10.00-10:30 CETLocation: VirtualRegister NowYou have been given an automation target. Maybe leadership handed it to you. Maybe you set it yourself. Either way – you are now responsible for a number that depends on data, processes and systems that may not be ready.You are not alone. This is the conversation we keep having with CX leaders across the board.A lot of vendors will sell you the percentage. We want to talk about what has to be true before that number means any
  
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• Take the “Fear Factor” Out of Agent Role Play

  09-11-2026 09:00 via Call Centre Helper
  
  Role playing can be a brilliant way to build agent confidence and practise tricky conversations. But let’s be honest – not every agent looks forward to being put on the spot in front of their colleagues!So, what can you try to make role playing a little less daunting? We asked our consultants panel for their top tips and advice on how to reduce the pressure and help make role play something everyone looks forward to!Change the Name to “Conversation Labs” to Shake Off Some of the Stigma�
  
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• Five9 to Acquire Level AI in $325 Million Deal

  06-11-2026 11:48 via Call Centre Helper
  
  Five9 has announced an agreement to acquire Level AI, expanding its artificial intelligence capabilities across customer experience, contact centre operations and customer interaction analytics.The acquisition will bring Level AI’s AI applications into the Five9 portfolio, with a focus on improving agent performance, automating customer interactions across voice and digital channels, and helping organisations make better use of customer conversation data.The deal will also allow Five9 to offer
  
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• Recorded Webinar: Should Voice Agents Replace IVRs?

  05-11-2026 15:00 via Call Centre Helper
  
  Click here for this webinar recordingHave you noticed that advances in technology are fundamentally changing how customers enter the contact centre?For most, IVRs have been a core part of operations for decades – but their usefulness is now up for debate and some contact centres have already said goodbye to their IVRs in favour of voice agents directing customers through to the right agent, every time! So much so that our own 2026 benchmarking research has shown a year-on-year drop in IVR use
  
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• The Discipline Behind Achieving a ‘Return on Intelligence’

  05-11-2026 12:00 via Call Centre Helper
  
  Stuart Dorman at Sabio explores the concept of Return on Intelligence and how AI can create value beyond cost savings by making more meaningful customer conversations possible.Most AI business cases naturally start with efficiency. How many minutes can we save? How many interactions can we automate? How much cost can we remove?Those returns matter.But if AI reduces the cost of intelligence far enough, the bigger opportunity isn’t simply doing today’s work more cheaply. It’s doing things th
  
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• Smarter Ways to Close the Loop on Customer Feedback

  05-11-2026 09:00 via Call Centre Helper
  
  Collecting feedback can reveal what customers want, where journeys are going wrong, and what needs to improve. But without a clear process for acting on those insights, feedback can quickly become a box-ticking exercise.So, how can contact centre leaders worker smarter (not harder!) when it comes to closing the loop on customer feedback? We asked our panel of experts for their top tips and advice.Give Every Issue a Named Owner and a Deadline for FixingCollecting feedback is the easy part, but th
  
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• Top Games to Reinforce Agent Skills and Knowledge

  04-11-2026 09:00 via Call Centre Helper
  
  When leaders think about knowledge retention, their first thought – more often than not – is to layer in more training, more documentation, and more reminders to use the knowledge base.
  But this isn’t always as effective as they would like. In fact, sometimes it can lead to knowledge overload and have the completely opposite effect!  This is where games come in! So long as they are used in the right way (of course!), they can help add a bit of fun to the shift AND boost performance.
  That�
  
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• How to Successfully Introduce Video Chat Into Your Contact Centre

  04-11-2026 08:30 via Call Centre Helper
  
  Video chat has been around for years, but it’s never quite managed to establish itself as a mainstream contact centre channel. However, that could be starting to change!Our latest Call Centre Helper research found that 8.2% of contact centres are now using video chat, suggesting that more organizations are beginning to see the value of adding a visual element to their customer conversations.
  And when you think about the types of problems customers contact organizations about, it’s not diffic
  
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• 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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• 8×8 Help Teams Start Every Customer Conversation With Context

  02-11-2026 14:51 via Call Centre Helper
  
  8×8 has announced a series of updates to its 8×8 Platform for CX, introducing new capabilities designed to give contact centre agents greater visibility of customer interactions and improve continuity across communication channels.The updates include a new Customer 360 view, expanded AI agent deployment options, improved Salesforce integration and additional messaging capabilities.A central focus of the release is helping human and AI agents access information from previous conversations, redu
  
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• 5 Mistakes Every CX Job Seeker Should Avoid in an AI World

  02-11-2026 09:00 via Call Centre Helper
  
  Recruitment is no longer a purely human process. Increasingly, applications are first assessed by AI-driven screening tools that rank, filter, and prioritize candidates before a recruiter ever reviews a CV.Therefore, it is no longer enough to simply be experienced or well qualified; candidates must also be visible to the bots!So how have the rules changed and what mistakes do today’s job seekers need to avoid in an AI world? We asked our panel of recruitment specialists to find out!1. Assuming
  
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• Case Study: Lichfield District Council Achieves 97% Response Rate With Netcall

  30-10-2026 09:30 via Call Centre Helper
  
  The ChallengeLichfield District Council is a local authority in the heart of England supporting a vibrant economy and community of more than 106,000 people across Staffordshire.
  To improve resident experiences and reduce pressure on stretched teams, they set out to address some key challenges:A fragmented digital estate: Individual teams had built 230+ forms independently, using different styles, outcomes and often hard to find on the website, prompting residents to reach for the phone instead.
  
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• 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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• 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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• 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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