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customer experience
employee engagement
business strategies
contact center
Tech Innovation

The line up for 2020 is being developed - check back later for the confirmed list


Presenting the Best in the RegionConfirmed presenters include the following

Company Overview:

AssisTT, serving in 20 cities and 25 different centers throughout Turkey with approximately 10 thousand employees, is a customer contact point. It also serves as a strategic companion to many public organizations and private companies in addition to Turk Telekom group companies. As one of the biggest call center company in Turkey, AssisTT aims to be the company that defines standards in its field in a short time.

Role of the Center:

Support customert and sell products

Company Overview:

Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.

Company Overview:

Bank AlJazira (BAJ) is a Joint Stock Company incorporated in the Kingdom of Saudi Arabia. BAJ commenced its business on October 9, 1976. BAJ is recognized as a Shari'ah compliant financial institution in Saudi Arabia. BAJ is a client-driven and service-oriented Saudi Financial Group which provides individuals, businesses and institutions with Shari'ah compliant financial services through professional and dedicated staff.

Role of the Center:

Aljazira Phone acts as a one-stop-shop for Bank Aljazira existing and potential customer, whether internal or external. We offer the following services: 1) Inbound Customer Service 2) Inbound Sales 3) Outbound Sales 4) PoS Merchant Help Desk 5) Online Banking Help Desk 6) Branch Help Desk 7) Social Media Help Desk

Company Overview:

Bank Rakyat Indonesia (or abbreviated as ‘BRI’) is a state owned Bank by the government of Indonesia. Our contact center called ContactBRI 14017 becomes the central of products or services offering support, serving queries, questions concerning services and complaints. And all operational activities in common, the customers are more adapt than ever. Few of ContactBRI 14017 contact center key roles are: · Represent BRI company image to our customers based on our motto “true service from the heart". · Effectively address BRI excellent performance on the customers’ relationship and customers loyalty perspective · Creating real business value through efficiency, revenue and growth along with BRI business growth. Proven by national, regional and international recognition. · Provide excellence customers’ satisfaction for BRI loyal customers, support our customers and increase business at the same time.

Role of the Center:

My job title is Workforce Planning Officer The key roles/responsibilities are : - Collecting, processing and analyzing data/information related to Forecasting, Staffing and Scheduling process - Preparing monthly and weekly scheduling and maintain changes if necessary - Implementing the Real Time Monitoring of each queue to ensure agent’s availability on schedule and ensuring the determined target - Coordinate with other unit or related parties (external and internal) to accelerate actions needed during real time monitoring - Prepare reporting on evaluation of forecasting and agents availability - Develop staffing plan for 3 years planning with monthly basis to anticipate fluctuation - Gather, analyze and calculate utilization and Service Level achievement to understand the opportunity for efficiency

Company Overview:

From a constitutional standpoint, Bank Indonesia’s status as an independent institution is not parallel with higher state institutions such as the House of Representatives, National Audit Office and Supreme Court. Bank Indonesia’s status is also unlike any State Department as Bank Indonesia’s official position is separate from the Government. Such special status is required to enable Bank Indonesia to perform its roles and functions as the Monetary Authority more effectively and efficiently. With respect to its relationship with the President and House of Representatives, at the beginning of each financial year Bank Indonesia delivers in writing an evaluation of monetary policy implementation and future monetary policy planning.Bank Indonesia also reports its projected and actual annual budget to the Government and House of Representatives. Furthermore, Bank Indonesia is obliged to disclose its annual financial report to the National Audit Office.

Role of the Center:

Contact Center Bank Indonesia, called BICARA, was established in October, 28th 2013. As part of the Public Information (KIP) Law enforcement and also to support the Open Government Indonesia (OGI) program that launch by the President through the integration of public information services in all ministries and state institutions, we develop our contact center in Year 2013. Our contact center role as strategic solution for the dissemination and control the flow of public information services. In the era of openness information, public institutions have to fulfil public needs of related information. Disclosure of such information is not only mandated by the Law on Public Information (KIP), but also encourage people to be involved in the formulation stage of public policy. Stakeholders can connect with us through multiple media channels, such as: telephone, mail, walk-in, mail, fax, twitter, Facebook, YouTube, and Instagram. Besides the presence of the Contact Center, we also provide added value to the community and demonstrate consistency in the realization of public disclosure that participate in the various activities of socialization and education to the community.

Company Overview:

Cathay United Bank (CUB) is Taiwan largest private bank which is one of the subsidiaries of Cathay Financial Holdings. CUB has 165 branches in Taiwan and 67 overseas offices. CUB provides comprehensive financial services ranging from deposit, loan, credit card, wealth management, corporate banking and global transaction service to individuals and corporate. In particular, CUB has a strong position in retail banking where we have the largest market share in credit card business and second for wealth management and bancassurance.

Company Overview:

Coca-Cola Amatil Indonesia (CCAI) is a manufacturer and distributor of non-alcoholic ready to drink beverages and has been operating in Indonesia since 1992. It manufactures and distributes under license, the trade market products of the Coca-Cola Company.

Role of the Center:

Today our National Contact Center (NCC) does much more than simply answer phones, we create a “Moments of Truth” every time our customers contact us by creating positive impressions. Doesn’t matter how small or how important the caller is or for that matter if a big wholesaler or a small retailer is calling, our NCC team create positive impressions every time the phone rings. NCC team works with various functions to solve problems faced by our customers and also assist our sales and technical teams, thus becoming an important “cog” in the wheel. We have continued to churn out good performances year after year and won awards and accolades from within the industry and brought honor to Coca-Cola Amatil Indonesia. We haven’t failed yet as far as bringing home 45 trophies from The Best Contact Center Indonesia since 2011, and we can say that our National Contact Center hold a record as a section who contributed most awards for our company and it’s time for us to get international recognition in the most prestigious event Contact Center World 2020. We are today on the verge of a major change, driven by a shift in people and service capability and are ready to embrace the changes brought about by technology in our new system implementation project as our next chapter. We are very delighted to serve CCAI’s Customer and Consumer across Indonesia. Together we will create millions of moments of happiness and possibilities years ahead.

Company Overview:

We are a courier company in over 220 countries across the world.

Company Overview:

Directorate General of Treasury is a part of Ministry of Finance of the Republic of Indonesia.

Role of the Center:

Our main role is to be the one and only contact center in our organization. This means that our stakeholders have to contact us if they had incidents, problems or questions regarding treasury or government finances. As a government unit, we deliver public services to the other government institutions and the public. It is a big role for us because it is widely known that the image for a government contact center is quite different from the private contact center. We need to prove that our service deliveries are as good as the private sector.

Company Overview:

Direktorat Jenderal Bea dan Cukai (Indonesia Customs and Excise)

Role of the Center:

The main role of the center is to provide certainty to the public when they need information related to customs and excise, or when they want to convey input / criticisms / complaints related to regulations, violation of our employee code of conduct. The information conveyed with targeted, timely, accurate, and as a quick response to the needs of society.

Company Overview:

International outsourcing sales & retentions providers

Role of the Center:

The main role is adding value to partners in retaining their current base through providing an exceptional level of service and efficiency in a sales and retention operation. Reactivation of lost customers also forms a part of this "reactivation" role, plus cross-marketing value added services to increase the value perception of their clients to their main brand.

Company Overview:

Established in 1946, Garanti Bank is Turkey’s second largest private bank. Garanti is an integrated financial services group operating in every segment of the banking sector including corporate, commercial, SME, payment systems, retail, private and investment banking together with its subsidiaries in pension and life insurance, leasing, factoring, brokerage and asset management, besides international subsidiaries. Implementing an advanced corporate governance model that promotes the Bank’s core values, Garanti has BBVA as its majority shareholder and builds its strategy on the principles of always approaching its customers in a “transparent”, “clear” and “responsible” manner, improving customer experience continuously by offering products and services that are tailored to their needs.

Role of the Center:

Our primary role is “Customer Service”. Recognizing the importance of customer satisfaction created by quality and consistent service delivery, we analyze customer needs timely, efficiently and accurately, and offer our customers fast and easily accessible services targeted at first call resolution. With a successful track record of 21 years, we maintain our dedication and contention in the sector with our differentiating service concept by producing customer-centric solutions through innovations in technology and by financial products portfolio positioned in line with the Bank’s strategies. We interact with our customers through a variety of mediums such as Telephone, E-mail and Video Call. Credit card inquiries, banking transactions, informative services, digital channels’ services and inbound & outbound sales activities are the main services that we provide to our customers. In addition, we have dedicated groups such as affluent banking, investment banking, mortgage & general purpose loans. By having “Branch Calls Management” unit, besides being the first contact point for the central calls of the retail branches, abandoned branch portfolio calls are directed to the Contact Center to create on the spot solutions to our customers.

Company Overview:

Bimbo Bakeries USA is a leader in the baking industry, known for its category leading brands, innovative products, freshness and quality. We are part of Grupo Bimbo, the world’s largest baking company.

Role of the Center:

The Customer Service Team handles the Contact Center and Social Care for national and regional brands. Customer Care for us means going above and beyond for our consumers. We have created a consumer-centered, best in class approach by responding promptly and efficiently to our consumers. We have established a program in which there is constant communication between the Contact Center and the Social Care team. Dedicated Contact Center Representatives personally reach out to consumers who have an issue or questions. Weekly in-person meetings are held with the Contact Center Representatives and Social Care team to discuss consumer complaints, requests, marketing campaigns, new product launches, trending topics, etc. In 2019, the Team achieved high standards and aligned with the Mission, Vision and Values of our company

Company Overview:

IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.

Company Overview:

IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.

Role of the Center:

Support customers throughout the world with their issues and open tickets for incidents when needed. Troubleshooting with retailers throughout the country regarding their equipment that they have leased from the company

Company Overview:

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.

Role of the Center:

Act as liaison between business and technology teams to deliver services that improve customer experience, reduce call handle times and reduce call volume.

Company Overview:

Noetica is a software development company specialising in intuitive, user friendly software for contact centres. Our software platform, Synthesys™, is a comprehensive package that provides almost everything you will ever need in order to run and manage a successful, effective and efficient call centre operation. Developed over many years and incorporating a wealth of knowledge and experience of the call centre market, Synthesys™ is designed to reduce reliance on IT and empower the business functions to become autonomous and extremely agile by delivering integrated applications to the agents’ desktop intelligently and in record time.

Role of the Center:

Live Person Detection (LPD™) & SNoDrop™ benefits the contact center agent in several ways: - It eliminates accurately and consistently all calls to voicemail and other answering services removing frustration and wasted time. - It increases dramatically agent morale as any outbound calls to customers that would normally just hang up or become abusive on receipt of an outbound call will rarely reach an agent as they are terminated during the AI stage. This means that agents will only be connected to live calls recipients that are actually happy to talk to them. - It increases the number of opportunities to talk to decision makers and typically increases SPH (Success Per Hour) by around 40% thus increasing agents income.

Company Overview:

ProcedureFlow was launched and incorporated as Gemba Software Solutions on April 9, 2015 and is now helping a growing list of companies across many industries deliver the same results to their organizations.

Role of the Center:

With ProcedureFlow, agents are exposed to real contact scenarios from day 1 in training. Instead of memorizing large volumes of information, they can quickly get familiar with different contact scenarios, and start work sooner with confidence. This ensures that agents aren’t overwhelmed when they begin taking calls, and don’t have to go searching for information or get help from a supervisor when they get stuck. ProcedureFlow guides them through every type of contact scenario no matter how simple or complex. This enables them to navigate any scenario with ease, improve their individual metrics and performance, and better assist customers.

Company Overview:

PT. Bank Central Asia,Tbk is the biggest and largest private Bank in Indonesia. The Bank, which is founded in 1957, offers a wide selection of individual and business products and services to its customers. The bank holds the vision to be the bank of choice and a major pillar of the Indonesian economy. BCA total assets reaching over USD 50 billion. BCA supported by 1.160 branches, with total customers of banking and credit card is reaching 13 million customers. Operating 16.783 ATMs and more than 406.463 EDC machines devices throughout Indonesia, as well as facilitating internet, mobile and telephone transactions.

Role of the Center:

Halo BCA holds the vision To be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services : banking, credit card, electronic banking,credit consumer, bancassurance,Islamic banking/syariah, branches, outbound calls, and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. So in summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.

Company Overview:

At Pusula Call Center, our customers' requests for operational excellence, sustainable services and offering appropriate solutions in accordance with customer price are met with are experience since 2009. We offer innovative business models and professional solutions beyond the expected service.

Role of the Center:

Ensuring group coordination, following operational shifts, ensuring and strengthening operational communication, following and organizing changing workflows, ensuring intra-group communication

Company Overview:

Located in Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States.

Role of the Center:

We are the largest centralized leasing and maintenance contact center for the Multi-family and Senior housing industry. Our carefully selected and well-trained associates go the extra mile working around the clock as a natural extension of our partners' onsite teams to field prospect inquiries, resident maintenance concerns among others, via requests by phone, chat, or email. Our partners have let us know that in a head-to-head comparison with our competitors, we capture more leads and qualified visits resulting in more leases. We are also proud to be our partners' first responders regarding both emergency and non-emergency maintenance issues 24/7. Our associates are service professionals. They are friendly, empathetic and reassuring as they support our leasing and maintenance solutions using innovative tools and continuously improving processes. We never miss an opportunity to deliver prospect and resident experiences with our friendly and engaging team who believe we have the best job helping people find and enjoy their homes! Overall, our company Realpage continues to evolve as an organization as we rethink & continue to innovate the way we lead in the living industry. We change how the world experiences, utilizes, and monetizes rental space - for working, living, or vacationing. And with our contact center solutions offering Contact Center 3.0 now, we continue to lead the industry with enhanced and pace-setting products! We under-commit and over-achieve. We never miss a lead, and deliver a consistent prospect experience, and improve leasing results with Realpage Contact Center.

Company Overview:

Tele2 AB is a major European telecommunications operator, with about 34 million customers in 10 countries. It serves as a fixed-line telephone operator, cable and Digital television provider, mobile phone operator and Internet service provider.

Role of the Center:

The company's Distance service is engaged in processing incoming and outgoing customer requests for company services. Support is provided on the voice line, in digital channels, including SM

Company Overview:

Teleperformance is a global provider of customer experience management in terms of revenue and global scale. We are the industry leader in security and our management has over 30 years of experience working with the most successful companies worldwide. With the strongest financial profile in the contact center space, Teleperformance’s leadership is unparalleled. Teleperformance was founded in 1978 in Paris, France and our U.S. based operations, headquartered in Holladay, Utah, were founded in 1993. Since then, expansion has been fueled by organic growth through additional volume awards by satisfied clients, and through acquisitions. Our combined financial strength, expertise, proven processes, and technology enhance the services and value we deliver to our customers and position us well to partner with clients around the globe.

Role of the Center:

Customer Care, Customer Service, Acquisition, Technical support, Debt Collection, Back office and Chat and Sales

Company Overview:

The Leading Cellular Provider in Indonesia performs various network technology services based in GSM, GPRS, Wi-Fi, EDGE, 3G, HSDPA, HSPA and 4G LTE for whole over Indonesia. Telkomsel has cooperated with 362 roaming partners around 192 countries for international services.

Role of the Center:

Service excellence means consistently delivering quality, reliability, value and ease. We set out to exceed customer expectations by anticipating and responding to the needs of all our customers in every segment, and in so doing generate long-term satisfaction and loyalty. Our network of contact center provides ready access to our products, services and assistance to customers anywhere, at any time. Customer may visit to 438 shops all over Indonesia, contact to our 24/7 call centers and poke to our 24/7 social media customer care with the same service standard and high response service level. Our Contact Center has main role as : • Customer Service • Customer Loyalty • Inbound Sales • Outbound Sales • Internal Helpdesk

Company Overview:

Our contact center serves the following purposes across omni-channel touchpoints, starting from delivering reactive and proactive customer support for all inquiries and complaints, Fraud prevention and handling by having your team follow up on purchases and transactions, Information Gathering (leads, feedback, etc) by gathering information on leads, or by having them called and present short surveys in order to figure out what products and services would best serve their needs in the future, customer engagement channels to reach out users during special events-programs-retentions-to talk and engage so that the relations is beyond transactions, and as customer education channels where we inform them on how to use our product better and more secure transactions through all customer education channels. Our contact center are not only serving external customers, but also internal stakeholders (product & technology team) to deliver product launch approval, customer insights, real-time voice of customers, crisis management & recovery, and product ideas to deliver better product & service experience to our end users (buyer & sellers), so our Contact center are not a division in the back office but seat together in the driver seat with the business & product team in an integrated customer-focused team.

Company Overview:

The contact Centre is the primary route of access for all Vonage Business Customers in the European and Australian market, throughout the customer lifecycle. This include sales, provisioning, billing, customer enquiries and retention as well as Technical support . The centre operate 24/7

Company Overview:

World Connection is a progressive, bi-lingual contact center and BPO with centers in the United States and Latin America. Currently headquartered in Guatemala, we have expanded Operations to Boise, Idaho. We have developed a reputation with our clients as being a leader and preferred partner in Sales, Customer Service, Technical support and Back Office work, outperforming our clients’ much larger BPO partners within months and often within weeks of launch. We are absolutely flexible to meet any business needs no matter the size and provide the individual attention you need and want from an outsourced partner.

Role of the Center:

We are a smaller BPO providing sales, services and back-office support and processing for a variety of global clients. We do voice work with inbound calls, some outbound calling, email, chat and processing work for clients.

To view details about the company and their contact center, use the scroll tool below and click on their logo!

AssisTT
Turkey Turkey

Avaya
United States us

Bank Aljazira
saudi saudi

BANK BRI
indonesia indonesia

Bank Indonesia
Indonesia indonesia

Cathay United Bank
Taiwan Taiwan

Coca-Cola Amatil Indonesia
indonesia indonesia

DHL Express South Africa
southafrica southafrica

Directorate General of Treasury
indonesia indonesia

Direktorat Jenderal Bea dan Cukai
indonesia indonesia

Ec3
Mauritius Mauritius

Garanti BBVA
Turkey Turkey

Grupo Bimbo
United States us

IGT
United States us

IGT USA
United States us

MassMutual
United States us

Noetica
United States us

ProcedureFlow
Canada canada

PT. Bank Central Asia, Tbk
Indonesia indonesia

Pusula Call Center
Turkey Turkey

Realpage
United States us

Tele2 Russia
russia russia

Teleperformance Egypt
Egypt Egypt

Telkomsel
Indonesia indonesia

Tokopedia
Indonesia indonesia

Vonage
United States us

World Connection
United States us

PRESENTERSa few of the confirmed speakers include (more to follow)

indonesia

Santi Al Mufaroh

Trainer

Turkey

Zeynep Celebi

Contact Center Manager | 8 Yrs in the industry.

indonesia

Rendar Mahardhika Putra

Head of Contact Center | 12 Yrs in the industry.

us

Nancilyn Folkerts

Bimbo Bakeries USA

Director of Consumer Relations & Social Care | 25 Yrs in the industry.

Turkey

Ebru Demir

Operations Director | 25 Yrs in the industry.

indonesia

Nugroho Agung Prasetyo

Manager | 11 Yrs in the industry.

uk

Danny Singer

Noetica

Founder& CEO

Taiwan

Yu Peng Wu

Senior Vice President

russia

Elena Shcherbakova

Head Of Contact Center | 15 Yrs in the industry.

us

Karen Garbalosa

MassMutual

Contact Center Director | 7 Yrs in the industry.

uk

Dave D'Arcy

Senior Director International Care and Tech Support | 20 Yrs in the industry.

southafrica

clint waltman

Director | 12 Yrs in the industry.

indonesia

Maria Wibisono

Assistant Vice President | 10 Yrs in the industry.

us

Kala Byrum

Realpage

Team Lead II | 9 Yrs in the industry.

us

Raul Polanco

IGT USA

Contact Center Supervisor | 10 Yrs in the industry.

indonesia

Anggaswari Ayu

Customer Service

southafrica

Annie Padayachee

Head of Customer Service, South Africa | 19 Yrs in the industry.

indonesia

Indra Wahyuningsih

Supervisor Service Operation | 14 Yrs in the industry.

us

Bill Palmatier

Realpage

Team Leader | 11 Yrs in the industry.

us

Dawn Fisher

MassMutual

Business Consultant | 20 Yrs in the industry.

indonesia

William Morris

Trainer

canada

Micah Peterson

ProcedureFlow

VP Product Management

saudi

Khaled Ramadan

VP - Head of Digital Banking | 17 Yrs in the industry.

Turkey

Metin Kara

Team Leader

Egypt

Mina Wahba

Operations Director | 10 Yrs in the industry.

us

Florian Doemer

MassMutual

Call Center Specialist | 28 Yrs in the industry.

indonesia

Moch. Ali Hanafiah

Deputy Director of Treasury External Info Systems

indonesia

Rahardian Luthfan

Assistant Manager

us

Paul Lang

Avaya

Head of Contact Center Marketing

indonesia

Nopiliyanita Nopiliyanita

Supervisor | 12 Yrs in the industry.

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