Contact Centre stories
Once known as ‘Call Centres’, the modern Contact Centre incorporates traditional telephony along with
web chat, text messaging, remote access services, and video conferencing to manage customer
interactions. Contact Centres are most associated with the provision of support, assistance or guidance
on products or services offered by companies serving large numbers of customers. Some are ‘outbound’
– that is, they reach out to customers for sales or other purposes, others are ‘inbound’ and receive
incoming contacts from people looking for help. Many combine both inbound and outbound functions.
Contact centres are often large facilities with tens or hundreds of workers – but they can also be virtual,
with people working ‘in’ the contact centre from home.
8x8 appoints Maxine Eunson as Head of Public Sector UK role
Last week
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digital transformation
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ai
8x8 appoints Maxine Eunson as Head of Public Sector UK, reinforcing its commitment to support public organisations through growing digital challenges.
XTIUM launches direct operations in Europe to expand IT services
Last week
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uc
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network infrastructure
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digital transformation
XTIUM has launched direct operations in Europe from Rotterdam, expanding managed IT services including cybersecurity for EMEA businesses.
Manhattan Active Omni adds advanced AI to boost retail services
Last week
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martech
Manhattan Associates enhances its Active Omni platform with AI to speed up customer service and support Tap to Pay via iPhone in stores across retail settings.
Qantas cyberattack raises concerns for 6 million customers
Last week
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firewalls
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data protection
Qantas has revealed a cyberattack may have exposed personal data of up to 6 million customers, raising serious security concerns during peak travel.
What the Qantas breach is teaching us about crisis management
Last week
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data protection
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cx
Qantas confirms data breach affecting six million customers, raising concerns over cybersecurity in aviation and prompting urgent crisis response measures.
Qantas cyber breach highlights urgent need for supply chain security
Last week
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uc
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data protection
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ransomware
A cyber breach at Qantas, traced to a third-party supplier, underscores urgent calls for stronger supply chain security across Australia's digital networks.
Aviation & retail urged to boost defences after Qantas cyber hit
Last week
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mfa
A surge in ransomware attacks linked to the Scattered Spider group urges aviation and retail sectors to strengthen cyber defences after a Qantas breach.
Salesforce unveils Agentforce 3 to accelerate enterprise AI adoption
Last month
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siem
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hyperscale
Salesforce launches Agentforce 3 to help enterprises scale AI adoption with enhanced control, interoperability, and real-time hybrid workforce insights.
Voitec appointed to distribute Heedify Teams console in ANZ
Last month
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digital transformation
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cx
Voitec is now the official distributor of Heedify’s Microsoft Teams attendant console in Australia and New Zealand, enhancing frontline communication efficiency.
Calabrio launches unified platform to boost contact centre teams
Last month
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data analytics
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ai
Calabrio launches a unified Performance Management platform to streamline contact centre employee management and boost productivity with AI-driven tools.
RingCentral debuts customer journey analytics for Australian users
Last month
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martech
RingCentral has launched Customer Journey Analytics for Australian users of its RingCX platform, enhancing visibility across unified communications and contact centres.
NICE & AWS join forces to deliver AI-powered customer service
Wed, 14th May 2025
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saas
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uc
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digital transformation
NICE and AWS have teamed up to offer NICE's CXone Mpower AI on AWS Marketplace, enhancing AI-driven customer service with unified, scalable cloud solutions.
UK BPOs and contact centres look offshore as payroll costs rise
Thu, 8th May 2025
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contact centre
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outsourcing
Rising UK payroll costs due to higher National Living Wage and NIC are driving BPOs and contact centres to seek cheaper offshore alternatives like South Africa.
NICE & ServiceNow partner on AI to unify customer service
Thu, 8th May 2025
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devops
NICE and ServiceNow partner to launch an AI-powered platform by Q4 2025, uniting customer service and enterprise operations for faster, seamless fulfilment.
RingCentral unveils flexible pay-per-organiser model for events
Thu, 8th May 2025
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uc
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digital transformation
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hyperscale
RingCentral wins Frost & Sullivan's 2025 Global Customer Value Leadership Award and rolls out pay-per-organiser pricing for its Events platform.
Consilium launches UniCRM for contact centre operations
Thu, 8th May 2025
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crm
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cx
Consilium Software has launched UniCRM, a new platform that unifies Help Desk, Collections, and Telemarketing to boost contact centre efficiency and customer experience.
How to turn the contact centre grind into interesting and rewarding work for your agents in 2025
Wed, 7th May 2025
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digital transformation
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cx
AI-powered tools are transforming contact centres by easing agents' workloads, boosting job satisfaction, and cutting staff churn in 2025.
Calabrio appoints Frank Ciccone as new Chief Revenue Officer
Tue, 6th May 2025
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martech
Calabrio appoints Frank Ciccone as Chief Revenue Officer to spearhead global sales and growth in customer experience sector.
GoTo Connect AI Receptionist helps firms cut costs & grow
Tue, 29th Apr 2025
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cx
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martech
The GoTo Connect AI Receptionist helps businesses cut costs and boost revenues by ensuring every call is answered, saving time and improving customer satisfaction.
Access4 expands into UK with Luminate Wholesale purchase
Tue, 1st Apr 2025
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cx
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martech
Access4 has acquired UK-based Luminate Wholesale to bolster its international expansion strategy, enhancing its SASBOSS platform in the UK market.