Topic / Theme: Contact Centre

The Rise of the Hybrid & Multi-Cloud Contact Center: Building Resilience Beyond Single-Cloud Dependency

In October 2025, thousands of contact centers faced a real nightmare head-on. Phones rang, dashboards froze, chatbots blinked out, all because somewhere, deep inside a hyperscaler’s data center, a DNS misfire took the world down with it. The October 2025...

RingCentral Announces AVA the Virtual Assistant and RingWEM

RingCentral’s suite of AI-powered business communications got a boost today with the announcement of RingWEM (workforce engagement management) and virtual assistant AVA. They come hot on the heels of a strong earnings report showing subscriptions revenue increased 6% year-over-year to...

AI Boosts Customer Experience for Amazon and Big Tech During Earnings Season

America’s biggest tech companies are reporting their earnings this week along with huge numbers of banks, pharma and retail organisations. Among the good news, Amazon gave an earning’s call shoutout to Connect The company’s AI-powered solution enabling contact centres to...

NEC Snaps up CSG for Greater Digital Transformations in a $2.9 Billion Deal

Making a change from the endless round of AI acquisitions, Japanese giant NEC is in the process of snapping up CSG for its US telecom/broadband service customer experience and payment software business that’s also a feature across a growing range...

IDC Delivers A MarketScape for European CCaaS

The global market is never a level playing field for contact centres. Even the European theatre has many variables and niches that make it a hard landscape to judge for buyers. Enter IDC with the research brand’s first European-focused CCaaS...

Event Report: Engage Customer Experience Summit, London

This week’s CXM day out saw us take to the leafy autumnal peace of Battersea Park where, in between the trees emerges Evolution, for Engage Customer’s latest event. Set in an events space crammed with customer experience brands and seven...

Gartner’s Magic Quadrant for Unified Communications as a Service Highlights AI and Collaboration

Hot on the heels of Gartner’s CCaaS Magic Quadrant, the unified communications edition is out for businesses considering revamping or building out their contact centre strategy. Unsurprisingly, leading the report’s insights are the twin boosters of collaboration and AI. Nestling...

CallTower Unveils Ascend Teams Contact Center: A New Era of CCaaS Innovation

CallTower has announced the release of its latest solution: Ascend Teams Contact Centre. Built to support the evolving requirements of today’s enterprises, this next-generation platform enables organisations to deliver superior customer interactions, optimise workflows, and gain actionable business intelligence—all directly...

Why Custom Connect Built Myia: Innovation, Empowerment and the Future of Quality Assurance

The latest Gartner Magic Quadrants, a rash of seasonal CX vendor releases and updates, and the power of vibe coding (now a feature of OpenAI) culture all congregated in a recent office conversation about the power companies have when it...

Research Suggests Contact Centre Reshoring is the New Offshoring

The onshore/offshore push-pull debate has been rumbling on for many years, with the latest trends showing that reshoring is now in the ascendency as technology reduces costs. Outsourcer ArvatoConnect highlights data in a new report revealing a major reshoring shift...