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Article : 2010 Best in the Contact Center World Revealed

Best in the Contact Center World Revealed at Top Performers Conference and Awards

Palms Casino Resort, Las Vegas 5th November 2010 – After 3 days of conference presentations by the very best in the contact center world, over 150 conference delegates attended the end of conference dinner and awards gala where the rankings of all the presenters was announced.

Unlike most other conferences, the Top Ranking Performers in the Contact Center World conference hosted by ContactCenterWorld – The Global Association for best practices and networking in the contact center industry – the event is free of any sales pitches by vendors. Only those running centers are allowed to present and they have undergone extensive screening to ensure they will share best practices.

At this year’s global event, delegates and presenters from 30 nations around the world shared best practices over 3 days.

At the gala dinner on 5th November, Raj Wadhwani – President Contact Center World announced the rankings of all presenters and awarded the very best in each category a prestigious award, Gold medal and title of undisputed global leader for their respective category.

The 2010 World rankings are as follows:

Customer Service by an Outsourcer
# 1 Teleperformance Portugal (Portugal)
#2 Connextions (USA)
#3 NTT-ME Corporation (Japan)

Customer Service with an Internal Contact Center
#1 St. George Bank (Australia)
#2 CVS Caremark (USA)
#3 Qtel (Qatar)

Outbound Campaigns
#1 Global Bilgi (Turkey)
#2 PT Bank Central Asia (Indonesia)

Workforce Planning Professional
#1 Paul Guzman of ING Direct (Canada)
#2 Marco Burgos of Celcom (Malaysia)
#3 Maureen Ferguson of Carnival UK (UK)
#4 Teck Heng Wang of NTUC Income (Singapore)

IT Professional
#1 Nima Alvarez of New York Life (USA)
#2 Salem Mohd Al-Marri of Qtel (Qatar)
#3 Alson Yeo of NTUC Income (Singapore)

Technology Innovation by a Contact Center
#1 Yapi Kredi Bank (Turkey)
#2 Connextions (USA)
#3 SoftBank BB Corporation (Japan)

Internal Contact Center (51-249 agents)
#1 Volkswagen Group (South Africa)
#2 MassMutual (USA)
#3 NTUC Income (Singapore)

Contact Center Supervisor
#1 Nahed Mahmoud Mohd of Qtel (Qatar)
#2 Mike Wolf of Global Payments (USA)
#3 Nicholas Khalil of St. George Bank (Australia)
#4 Fanny Lee of NCS (Singapore)

HR Professional
#1 Lene di Preez of OCIS (Australia)
#2 Dana Washk of Competence Call Center (Germany)
#3 Vicky Staats of ACCENT Marketing (USA

Internal Contact Center (250+ agents)
#1 Cross Country Automotive Services (USA)
#2 Commonwealth Bank of Australia (Australia)
#3 CEZ ZS (Czech Republic)
#4 China Mobile (China)

Outsourced Contact Center (51-249 agents)
#1 Novia (Finland)
#2 ACCENT Marketing (USA)
#3 Accenture (Canada)

Help Desk
#1 Celcom (Malaysia)
#2 Yapi Kredi Bank (Turkey)

Community Spirit
#1 Whirlpool Corp (USA)
#2 PT Bank Central Asia (Indonesia)

Incentive Scheme
#1 NCS (Singapore)
#2 Yapi Kredi Bank (Turkey)
#3 St. George Bank (Australia)

Contact Center Leader
#1 Wardhani Soedjono of VADS (Indonesia)
#2 Julie Warne of Carnival UK (UK)
#3 Craig Johnson of ACCENT Marketing (USA)
#4 Nathalya Wani of PT Bank Central Asia (Indonesia)

Outsourced Contact Center (250+agents)
#1 Vangent (USA)
#2 Teleperformance Portugal (Portugal)
#3 True Touch Co Ltd (Thailand)
#4 HCL Technologies (India)

Customer Service Agent
#1 Joseph Waller of New York Life (USA)
#2 Bernie Goh of NCS (Singapore)
#3 Danielle Baker of MassMutual (USA)
#4 Faye Brimson of Carnival UK (UK)

Outsourcing Partnership
#1 Virtual Agent Services (USA) & LQ Management (USA)
#2 NCS (Singapore) & Ministry of Manpower (Singapore)
#3 Competence Call Center (Slovakia) and Ryanair (Ireland)

Contact Center Sales Agent
#1 Philip Cavan of New York Life (USA)
#2 Jekky Norton Mahieu of PT Bank Central Asia (Indonesia)
#3 Marko Hoglund of Novia (Finland)

Contact Center Trainer
#1 Khairiah Adam of VADS Berhad (Malaysia)
#2 Divinia Fernandes Esch of O’Keefe & Swartz (South Africa)
#3 Chris Thompson of Virgin Mobile (Canada)
#4 Lucie Prudka of AVG technologies (Czech Republic)
#5 January Immer of Whirlpool Corp (USA)

Other rankings announced include:
Anita Bowtell of CCMA (Australia) was ranked #1 Industry Champion of 2010
PT Bank Central Asia (Indonesia) was ranked #1 for recruitment by a contact center
Celcom (Malaysia) ranked #1 for best small contact center in the world

The above rankings are based on votes and final award status in the Top Ranking Performers in the Contact Center World awards – an annual benchmarking and best practices awards program run by Contact Center World. More details of the 2011 awards which are open for entry until end of January 2011 at this link

Today's Tip of the Day - Finding The Right Vendor

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

Published: Monday, November 8, 2010

Printer Friendly Version Printer friendly version

2022 Buyers Guide IVR

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

Nuxiba Technologies

Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

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 Performance Monitoring

PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

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