As we wind down for the festive season and reflect on another remarkable year, we’re taking a moment to look back at everything 2025 brought to SVL.

The contact centre world has continued to evolve at speed, and we’ve evolved with it. From strengthening our service offering to supporting organisations through major changes, this year has been about helping clients navigate complexity with clarity, confidence, and the right technology behind them.

To our clients, partners, colleagues, and everyone who engaged with us – whether through a quick catch-up or a year-long transformation project – thank you. You make our work meaningful, and we can’t wait to see what 2026 has in store.

So grab a festive treat, get comfortable, and join us as we look back on a standout year.

January

We started 2025 by reconnecting with our long-standing partner Calabrio for a strategy session – a great way to set the tone for the year and align on how we could continue driving value for the organisations we support.

Drawing on what we’ve learned over recent years, we also shared our CX predictions for 2025. Our early focus on conversational AI proved especially timely, setting us up for a year where AI-driven customer engagement became central to many of our conversations and projects.

February

In February, we announced important leadership changes designed to support SVL’s next phase of growth. As more organisations seek guidance on AI, automation and digital transformation, strengthening our senior team ensures we remain the trusted, expert advisor clients rely on.

We also visited NiCE at their London HQ for two days of strategy and planning, time spent not just aligning on technology, but on the outcomes we want to achieve for our customers. Soon after, we proudly announced our NiCE Platinum Partnership, a significant milestone that reflects the strength of our collaboration.

Our consultants also continued their hands-on work across the UK, delivering training and implementation support to teams preparing for advanced WFM deployments.

March

After announcing our Platinum Partnership, we welcomed the NiCE sales team for a well-deserved celebration. Even in between the fun, we made time for roadmap discussions, planning for joint opportunities, and aligning on how to bring even more value to customers.

March also saw us spotlighting the growing role of AI in customer interactions, particularly how organisations can use AI to create smarter, more intuitive customer experiences.

We also proudly celebrated International Women’s Day, recognising the talented women across SVL and our wider partner and client community.

April

April was packed with milestones. We joined the NiCE Partner Summit in Dubrovnik, where we were honoured to receive three major awards: UK&I Partner of the Year, Platinum Partner Award and the Presales Star Award, won by our own Chris Dardis.

Later that month, we joined the industry at The Forum’s Spring Conference, where SVL and Trainline were recognised with a Partnership Award – a testament to what can be achieved when organisations and their technology partners work collaboratively towards shared goals.

May

In May, we welcomed the Calabrio team to SVL for a day of knowledge sharing, roadmap discussion and performance reviews. These sessions help ensure that the organisations we support continue to get the very best from their WFM and analytics solutions, backed by SVL’s deep understanding of how to apply them effectively.

June

June brought one of our biggest announcements of the year: Bluecrest Wellness selected SVL for a six-year, seven-figure agreement, trusting us to support their long-term contact centre strategy. We’re proud to be part of their journey and excited for what’s ahead.

We also attended Calabrio Customer Connect UK, where we engaged with industry peers and shared insight on workforce management, AI adoption and evolving customer expectations.

July

This month, we travelled to London for NiCE Interactions, where we spent two days exploring the latest developments across our industry with partners and clients.

A special highlight was seeing our own Anne Holmes on stage with Russell White from Bluecrest, discussing our shared journey and the impact of our collaboration so far.

The month also marked our FY26 Kickoff – a moment for the SVL team to reflect, plan and align on how we’ll continue delivering meaningful outcomes for clients in the coming year.

August

August was a quieter month after a very busy July, but we still made time for a sales meeting in Glasgow to prepare for the rest of the year.

September

In September, we attended an event with the Scottish Contact Centre forum to connect with industry peers across the region.

October

In October, we were proud to officially announce our partnership with boost.ai, a leader in conversational AI. Adding another Gartner Magic Quadrant Leader to our portfolio strengthens our ability to help organisations automate intelligently, while still keeping human experiences at the centre.

We also attended the North East Contact Centre Awards, celebrating the exceptional achievements of contact centre professionals across the region.

November

November was one of the busiest months of the year.

We hosted a joint event with NiCE at Mercedes-Benz World, connected with peers at Contact Centre Expo, and announced SVL as a founding sponsor of the Scotland Contact Centre Forum, a commitment to strengthening the community we’re proud to be part of.

In Newcastle, we held our own flagship event: Future-Focused CX. Bringing together partners, clients and industry leaders, we shared real experiences with AI, explored the latest innovations and created space for open, honest conversation about what’s next for customer experience.

December

December brought a welcome mix of reflection and celebration. We joined Calabrio for their Partner Day, catching up with familiar faces and looking ahead to the opportunities the new year will bring.

We spent time aligning on our marketing strategy for 2026, focusing on how we can continue supporting organisations with clarity, expertise and forward-thinking guidance.

We rounded off the year in true SVL fashion: with our team Christmas get together and gift exchange, a chance to slow down, reconnect and celebrate everything we’ve achieved together.

Looking towards 2026

From major client wins to new partnerships, industry recognition and meaningful conversations, 2025 has been a year defined by growth, learning and collaboration.

Most importantly, it’s been a year where SVL continued doing what we do best:
helping organisations deliver better experiences for their customers and employees.

As we look ahead to 2026, we’re excited to continue leading from the front – empowering teams with technology, insight and support that make a real difference. Thank you for being part of our year. Here’s to an even brighter one ahead.