Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties



Upcoming Events







Here are some suggested Connections for you! - Log in to start networking.

Article : 4life Direct Poland's Francois Marais on Contact Center Awards

What made you enter the 2013 awards in the first place?
As a result of winning Gold the previous year we were given the opportunity of re-entering this year.
We decided to re-enter as we felt that the previous year’s submission was that good and a fantastic example of how a successful Direct Marketing Sales Campaign can become a well-recognised, multi-national organisation employing more than 400 staff internationally. In addition, so good where the results that we expanded the same model to other countries.

What were you hoping to achieve in the process? Was it recognition? Benchmarking? Something else or a combination of things?
Our motive for entering was to be recognised within the market we operate as a credible, professional and successful company, not only amongst our peers but also within the industry we operate. In addition, we recognise the benefits and the motivation for staff by entering and winning these awards.

When you were invited to be a finalist, what was your reaction and how did you share this with your co-workers?
We were delighted to be invited again as a finalist and immediately notified our staff and management via emails and sms text. The feedback was overwhelming and made us feel a tremendous sense of teamwork. The entire company supported us and rallied behind this which as you can imagine, created a great sense of teamwork.

You were asked to prepare a presentation, how did you decide what to include and what to share?
It was important to ensure we could substantiate the results and therefore important to include the Key Metrics, such as, Cost per lead, Productivity (Call time), Conversion, Call Quality score, Income, Expenses and ultimately ROI. We felt it wasn’t enough to just stand in front of an audience and talk about how successful it was, but rather to substantiate the success through comparing the results of our campaign with similar campaigns we ran in our other group companies in other countries. So we benchmarked the other countries success with the campaign and the results were very impressive.
Thereafter, we wanted to share the non-negotiables when launching a campaign and the learnings from that. We felt that it important to share what was important to us to make a campaign, or which made this campaign, successful, in other words the key success factors.
And finally, since we launched this in a foreign country, it was important for us to bring in the national pride, after all it was our staff’s significant contribution which really made this a success.

Can you share with our readers a couple of ideas you presented at the conference and how you apply those in your center?

  • Testing - a key issue with any Marketing Campaign. Very seldom do you know really what works until you try and then when you do try, don’t spend your entire budget on it. Start small, test, review your test results and if positive, then spend more and grow sustainably. Sounds simple, but too often people go too big too soon. We test every campaign first before committing more budget to it. General rule of thumb is use 10% of your marketing budget for testing.
  • Invest in Systems: you can change marketing plans, HR policies, etc. but systems are expensive and difficult to change once you’re up and running. Develop the wrong system, which either does not work or is not scalable, and you will spend most of your time trying to "fix" rather than trying to grow your business. It was critical for us to find the right IT partner, to ensure that we have the right system and solution for the business and then to spend a lot of time in the development phase. Use this time properly because once you’re up and running you will have a lot less time available to spec systems. Now that the business is up and running, we are incredibly grateful to the people and the time spent in the beginning. We decided to use an IT Partner whom we have worked with for more than 20 years.
  • Measurements and Flexibility: Be Passionate about metrics and reviewing them as often as possible. Make sure you set the correct metrics and the watch these closely and then be prepared to be flexible if the results are not as you had expected. Making minor changes can make a big difference, so be flexible and open to changes. Setting up a new campaign in a different country forced us to be flexible. Although there were many strategies and ideas we brought over from other countries where we ran very successful sales campaigns, the unknown factor was high and we had to be flexible right up front as you cannot simply copy and paste from one country to another, or even from one campaign to another. The basics remain the same, but there are differences. You will end up spending 80% of your time trying to perfect these.
  • Build a reputation: not just aimed at consumers, but also at staff. We found that the better the reputation the better the quality of candidate who applies for a position. The better your staff, the better and more professional the customers are treated and therefore better campaign results.
  • Recruit the right attitude: You can train the skill. We use our sales team as the nursery ground for other positions and promote within whenever we can. Our sales centre makes up 60% of the staff compliment. We find that if the candidate has the right attitude and fits into the company culture and company values, then we recruit. The sales may not be the department which he/she ends up in, but it is a great training ground for other departments.

How did you feel about sharing with your peers – including those competing against you?
On all the Contact Centre Conferences that I have been to, I have had the strong feeling that no matter what industry you are in, or whether you are in direct competition to another company, everyone was willing to share openly and that this was done for the benefit of the industry. It is also important to realise that ideas are easy to pick up, however it is the application of those ideas which makes the difference between success and failure. I think one would be naïve to think that an idea from another company could remove their competitive advantage because a lot has to go into developing and implementing an idea before it can become a success.

How would you describe the value of the conference to someone who has never been before – especially someone coming just to hear best practices?
The value of the conference is that the presenter’s motive is to win an award. They have entered into a competition and therefore want to present their best case. Not only does this ensure for some spectacular presentations, but you are also guaranteed to get very good and useful information and tips… because these presenters are competition entries so they want to use the opportunity to present at their best. This is far better than sitting through a manufactured presentation conference where presenters tell you about a concept, rather than selling you the concept.

How did you feel before and after presenting?
I felt rather nervous before presenting, which is normal, but also confident as I knew we had a good submission. But afterwards, I felt exhilarated because you realise that setting your mind to it shows that it is achievable and it is also nice to get positive comments from your peers.

What do you think makes this award process valuable?
The process has two main benefits. For a company it allows the individuals who enter the award to critical assess their nomination and their call centre and benchmark it with other countries. It stretches the individual to think and document their successes and challenges. The second benefit is the learning you get from listening to other companies present and on every occasion you walk away with something new which you believe could be worth testing in your own company. The entire process is a fantastic, positive learning experience.

How would you describe the gala dinner?
The gala dinner is an exhilarating affair that gives you that "I’m a movie star" experience with red carpets, champagne and camera interviews. It is very well organised and special attention is given to the venue which always has some special significance. Most impressive is the delight expressed by the winners and the fun we have after the awards at the party.

As a GOLD winner, how did you feel being called on stage to receive your award?
Very special, not only are you recognised amongst your colleagues but also amongst your peers and competing companies. To be recognised in front of the industry gives you that added extra recognition and judging by the feedback we receive from our other group companies, our shareholders and staff and the local industry, it is most certainly worth our while.

How did you celebrate your win at your company?
Apart from announcing that we won awards to the shareholders, and board, we also made a big announcement at our monthly staff meeting. We celebrated by handing out the awards again and then made large posters and hung them up on the walls in recognition of the award. For our staff this is especially significant as we build an incentive into the attendance of the award.

How has entering and winning this award changed your company and motivation?
For us it was the personal growth. To see how managers embraced the process, were challenged with the submissions and personally developed through the entire process was an incredible experience. Winning gold, or even winning any of the other medals, gave the entire process meaning and made the hard work satisfying. The rest of the team now look forward to the next year to see whether they too can compete and as a result this raises moral and motivation in the our company.

Now you are eligible to compete against the Best in the World in Las Vegas – how do you feel about that and how are you planning for this?
We feel very excited to have the opportunity of presenting and competing once again against the best in the world. What an honour! As a start we are refining our presentations and going through regular practice sessions to ensure that we are super professional when we go up on stage in Vegas.

Any final comments you would like to share about the whole process?
I felt that the Contact Centre Awards is a brilliant opportunity for companies, managers and staff to develop themselves, learn from others, network and build up relationships with other companies whom they can learn from. In addition, we have used it as a very valuable internal incentive tool where staff who achieves certain goals is awarded the opportunity to go to the Contact Centre Conference. The Contact Centre Conference is well run and we particular enjoy the process of going through regional awards and then the international awards as this allows for the opportunity to meet peer companies in your region and internationally.

You and your company can learn from industry leaders on how to increase performance and productivity, avoid HR challenges, improve customer service and much more. Don't miss out on this amazing learning and networking opportunity! Visit for conferences.  For more information on how you can take part in this prestigious and sought after awards program for the best of the best in the industry visit

About 4Life Direct:
Company LogoEstablished in 2008 4Life Direct is a leading international financial services company specialising in making simple, easy-to-understand and affordable life insurance products accessible to the European market via direct-to-consumer strategies. It is represented in Poland, Greece, Hungary, Czech Republic, Slovakia and the United Kingdom and is recognized as the market leader in the field of direct selling.
Company RSS Feed   Company YouTube   Company LinkedIn   Company Profile Page

About 4life Direct Poland:
Company LogoEstablished in 2008 4Life Direct is a leading international financial services company specialising in making simple, easy-to-understand and affordable life insurance products accessible to the European market via direct-to-consumer strategies. It is represented in Poland, Hungary and the United Kingdom and is recognized as the market leader in the field of direct selling.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Consultancy Advice

Read today's tip or listen to it on podcast.

Published: Friday, August 16, 2013

Printer Friendly Version Printer friendly version

2021 Buyers Guide Artificial Intelligence

Page: 12
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

Balto Software Inc

Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.

Consilium Software

Consilium UniChAI™
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
(read more)


ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

eGain Corporation

eGain Knowledge+AI
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

eGain Corporation

Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.


Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.


ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.


Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
(read more)


Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

Mediatel Data Srl

Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.

MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times


CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.

VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.

Benefits :
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer


Analysis that empowers your business
Get actionable insights from all your customer interactions


The new paradigm in customer engagement, the Synthetix Chatbot can generate new revenues as well as resolve customer queries. Our AI-powered chatbot technology doesn't wait until your customers want to contact you – it offers help and assistance from the moment they interact with your brand, qualifying them based on their needs, working with your CRM to personalise their experience, creating leads and tactically escalating them to the most appropriate contact channel.
Page: 12

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
session userid =
session UserTempID = c72c811b-0887-49fd-abc8-8245eedfb94a
session adminlevel =
session blnTempHelpChatShow =
session blnTempHelpChatShow =
session Country = 15abe8f6-2a8f-4dc5-9070-6cdf51b7a853
session cookie set = True
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =