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Article : 2011 Best in Asia Pacific Honored

Gold Coast, Australia, 22nd July 2011 - The Top Ranking Performers in the Contact Center World – APAC (Asia Pacific) Region met, shared ideas and the best were voted for by judges at the event hosted by ContactCenterWorld – The Global Association for Contact Center Best Practices & Networking.

Since 2006 the Best in the World participate in an annual competition and finalists for the best are invited to present at a 'best practice sharing' conference that any industry professional can attend. This year’s event for the APAC Region was held at the Crowne Plaza at the Gold Coast where delegates watched, listened and networked with the best as they shared best practice tips and more. At the event selected judges reviewed every presentation and scored the presenters – the rankings were revealed at the gala awards dinner Friday night.

The award winners at the event will now go on to represent their respective countries in the World finals which takes place November 1-4th 2011 at the Palms Resort, Las Vegas. They will be joined by the best from North and South America and those from Europe, Middle East & Africa region.

Now into the 6th year, these global awards are dubbed by many entrants as ‘the Olympics of the Contact Center World’ because the best compete regionally, and then represent their nation at the world finals. The presenters at the regional events are selected from over 1,000 entrants from 50+ nations around the world.

Delegates who attended the event raved about the ideas, networking and overall value of the event and how they benefitted.

Raj Wadhwani, President of ContactCenterWorld added "The standard of presentations this year was fantastic. Although English is not many entrants first language, we were once again rewarded with great ideas and presentations from the best in the region. Those who attended were treated to a stellar group of presenters and their ideas that you just can’t get at any other event."

In announcing the award winners, Wadhwani added "The industry in Asia Pacific is very strong. We had entrants from some 14 countries participate and the field was trimmed to the best from Indonesia, Japan, China, Australia, New Zealand, Singapore, India, Fiji and Malaysia. These leading practitioners presented over the 3 days of interactive conference sessions. Sitting and watching every presentation was inspiring - I would say they were amazing. We look forward to bringing the best to Las Vegas Nov 1-4th 2011. (

Winners announced at the Gala dinner were (by category):

Best Customer Service (In-house Contact center)
-Gold Medal – Softbank Mobile (Japan)
-Silver Medal – PT Bank Central Asia (Indonesia)
-Bronze Medal – PT Bank Mandiri (Indonesia)
-Runner Up - AMP (Australia)

Best Customer Service (Outsourced Contact Center Services Provider)
-Gold Medal – HCL BSERV (India)
-Silver Medal – Affinity Solution Co.,Ltd.(Thailand)

Best Large Contact Center (250+ Agents Outsourced Contact Center Services Provider)
-Gold Medal – Teledirect Pte Ltd (Singapore)
-Silver Medal - SOFTBANK BB Corp.(Japan)
-Bronze Medal – HCL BSERV (India)

Best Large Contact Center (250+ Agents In-house Contact Center)
-Gold Medal – St George Bank (Australia)
-Silver Medal – PT. Bank Central Asia, TBK (Indonesia)
-Bronze Medal – China Mobile Henan Branch (China)

Best Mid-Sized Contact Center (51-249 Agents In-house Contact Center)
-Gold Medal – iSelect Health Pty Ltd (Australia)
-Silver Medal – SingTel (Singapore)
-Bronze Medal – Bank of Queensland (Australia)
-Runner Up - AMP (Australia)

Best Mid-Sized Contact Center (51-249 Agents Outsourced Contact Center)
-Gold Medal – SingTel (Singapore)
-Silver Medal – OCIS Fiji (Fiji)
-Bronze Medal – Affinity Solutions (Thailand)

Best Small Contact Center (Under 50 Agents Outsourced Contact Center)
-Gold Medal – VADS Business Process Sdn. Bhd. (Malaysia)

Best Small Contact Center (Under 50 Agents In-house Contact Center)
-Gold Medal – Cummins South Pacific (Australia)

Best Technology Innovation (In-house Contact Centers)
-Gold Medal – SOFTBANK BB Corp. (Japan)
-Silver Medal – XL Axiata, Tbk (Indonesia)
-Bronze Medal – PT Astra International (Indonesia)
-Runner Up- PT Bank Mandiri (Persero) Tbk (Indonesia)
-Runner Up - PT. Bank Central Asia, TBK (indonesia)

Best Technology Innovation (Vendor Solution)
-Gold Medal – PT Astra Intl (Indonesia)

Best Contact Center Sales Professional
-Gold Medal – Suci Aprilusi, Sales Agent, PT. Bank Central Asia, TBK (Indonesia)
-Silver Medal – Revi Rianti, Contact Center Sales Agent, PT Bank Mandiri (Persero) Tbk (Indonesia)
-Bronze Medal – Risanto Kilala, Outbound Agent, Directorate General of Taxes (Indonesia)

Best Contact Leader
-Gold Medal – Antoine Casgrain, General Manager, Contact Centres, St.George Bank (Australia)
-Silver Medal – Seizo Sakata, General Manager, SOFTBANK BB Corp.(Japan)
-Bronze Medal - Arman Hazairin, Director, PT. Infomedia Nusantara (Indonesia)

Best Customer Service Professional
-Gold Medal – Kusbandiah ., Customer Service Agent, CIMB NIAGA (Indonesia)
-Silver Medal – Taner Mallia, Customer Service Officer, AMP (Australia)
-Bronze Medal – Danuwijaya Halim, Customer Service, PT. Bank Central Asia, TBK (Indonesia)

Best Contact Center Supervisor
-Gold Medal – Jekky Norton Mahieu, Supervisor, PT. Bank Central Asia, TBK (Indonesia)
-Silver Medal – Joanne McLennan, Contact Centre Team Leader, St.George Bank (Australia)
-Bronze Medal – Tumpak Ricardo, Supervisor, PT. Telekomunikasi Selular (Indonesia)
-Runner Up – Andri Ebenhard Panangian, Operational Supervisor, Directorate General of Taxes (Indonesia)

Best Contact Center Operational Manager
-Gold Medal – Martin Sizer, Manager - Cummins Support Centre, Cummins South Pacific (Australia)
-Silver Medal – Steve Tassone, Sales & Operations Manager, iSelect Health Pty Ltd (Australia)
-Bronze Medal - Belinda Loizou, Contact Centre Manager, St.George Bank (Australia)
-Runner Up - Jessica Coates, Business Unit Manager, AMP (Australia)

Best Contact Center Trainer
-Gold Medal – Svjetlana Trivuncevic, Customer Experience Coach, St.George Bank (Australia)
-Silver Medal – Donalfi, Senior Manager of Customer Service Knowledge Management, XL Axiata, Tbk (Indonesia)

Best Outbound Campaign
-Gold Medal – PT Bank Central Asia (Indonesia)
-Silver Medal – SMBC (Japan)
-Bronze Medal – PT Astra Intl (Indonesia)
-Runner Up - PT Bank Mandiri (Indonesia)
-Runner Up - Softbank Telecom (Japan)

Best Recruitment Campaign
-Gold Medal – PT Astra Intl (Indonesia)
-Silver Medal – HCL BSERV (India)

Best Outsourcing Partnership
-Gold Medal – VADS Business Process & Ministry of Education (Malaysia)
-Silver Medal – Softbank Mobile & BBCall (Japan)
-Bronze Medal – Affinity Solution Co.,Ltd. & AIA (Thailand)
-Runner Up - NTT-ME & NTT Communications (Japan)
-Runner Up - HCL BPO & 3M (India)

Best Community Spirit
-Gold Medal – AMP (Australia)
-Silver Medal – Softbank (Japan)

Best Incentive Scheme
-Gold Medal – HCL BSERV (India)

Best Direct Response Campaign
- Gold Medal - Directorate of Taxes (Indonesia)
- Silver Medal - Softbank Mobile (Japan)

Best Support Professional – IT
-Gold Medal – Erich Sunarta, Professional Staff, PT. Bank Central Asia, TBK (Indonesia)
-Silver Medal – James Wang, BDC Operations Manager, iSelect Health Pty Ltd (Australia)
-Bronze Medal – Tim Hamilton, Call Centre Support, AMP (Australia)

Best Support Professional – WFM
-Gold Medal – Lisa Morley, Manager, Planning and Scheduling, ANZ Group (New Zealand)
-Silver Medal - Gisdy Remona Sitompul, WFM Support, PT. Infomedia Nusantara (Indonesia)

Best Support Professional – HR
-Gold Medal – Ie Sen Tjoeng, HR Professional, PT. Bank Central Asia (Indonesia)
-Silver Medal – Eny Rukmi Amdarini, HR, PT Bank Mandiri (Persero) Tbk (Indonesia)

Best Help Desk
-Gold Medal – SingTel (Singapore)
-Silver Medal – Cummins South Pacific (Australia)

Commenting on their win at the APAC Awards, Joanna Thomas, Manager - Customer Sales & Service at iSelect said "Entering the ContactCenterWorld Awards was a wonderful experience and to be recognized as the best mid sized contact centre in APAC is an enormous honor - especially given the high standard of those both presenting and judging. All of us at iSelect are thrilled to have received validation that our entrepreneurial spirit and unflagging focus on the best outcomes for our customers and people does indeed set us apart.

Martin Sizer an industry veteran with 17 years and 2011 Winner of Best Small Contact Center and Best Operational Manager from Cummins South Pacific (Australia) said "As a small contact centre operating in an arguably non-traditional industry (Diesel engines customer support), we have been able gain many new ideas to further improve our operation. Not only did I take approximately 30 pages of notes throughout the conference, we were lucky enough to win the award for best contact centre under 50 seats, which will greatly help us promote our business to both customers as well as within the business itself. I will definitely return to this great industry event next year. Thanks again. See you in Vegas!"

Another winner, Masa Takayama wrote "On behalf of Softbank group presenters I would like to thank for Raj and his team members for the great APAC Conference. The concept of the conference is so great that we have enjoyed the unique competition as well as the learning from others. Extensive amount of our efforts preparing the presentations was rewarded with the medals finally. Regardless of the colors of medals, our preparation activities made us think deeply about our people and customers for better working place and better services."

Antoine Casgrain, GM of award winning St. George Bank wrote "We were delighted to be recognised as the Best Contact Centre (>250 seats) in Asia Pacific. The standards have become so high and so leading edge that it was a real honour to receive the Gold medal. The Contact Center World Asia Pac conference was a real eye opener! Just when we thought we were doing pretty well, we learned that there is so much best and leading edge practices out there that we have yet to explore. I really enjoyed the opportunity to learn from the best in the industry in a professional and nurturing environment.

In wrapping up the extremely successful event in Australia, Wadhwani added "This has been an amazing year for the industry and we wish the winners the best of luck as they head on to the Las Vegas finals later this year ( I also recommend that any company interested in best practices attend and those interested in awards consider the 2012 awards which are now open with all areas of the contact center industry covered ("

Today's Tip of the Day - Environmental Considerations

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

Published: Sunday, July 24, 2011

Printer Friendly Version Printer friendly version

2023 Buyers Guide Omnichannel

Page: 12
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.


This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.


Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.

Call Tracking Metrics

Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.

CCT Solutions

CCT ContactPro
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.

With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
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Comm100 Network Corporation

The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.

From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.

ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
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Consilium Software

Consilium UniVCX™
You may have seen the meme going around that captures what tipped the balance towards digital. The questionnaire asks, “who is driving your digital transformation?” After “CEO” and “chief digital officer”, the third option is “Covid-19” highlighted with a red circle. The pandemic has been tragic in the toll it has taken on the lives and health of the global population, forcing billions to stay at home. Yet, it has also been a catalyst for change in a bigger way than any event since the last world war. Who would have thought that a bank would lend a new customer a million dollars or more based on a video inspection of the mortgaged property and without any physical paperwork or face-to-face K...
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Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

eGain Corporation

eGain omnichannel customer engagement solutions power digital transformation for leading brands.

Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.

Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.

eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

ethosIQ, LLC

Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.


Video Advisor
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey

Fusion E-Solutions LLC

omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.

Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
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ICR Evolution

ICR Evolution
We are omnichannel. We know that your clients want to be able to contact you through any channel, whether it is via telephone, social customer service (WhatsApp, Telegram, social networks), email, self-service, outbound or live chat. That is why we think about each improvement with the omnichannel experience as the main focus. ICR Evolution has been designed to exceed your customers' expectations, offer an excellent and consistent experience across all channels, increase productivity and retain talent in your company. We make it possible thanks to features such as Intelligent Contact Routing, Self-Service with Voice Recognition (IVR), Predictive Dialer, CTI, Scripting and Flow Design Tools, and Omnichannel Communications Management.

Ivonesia Solusi Data

Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

Lieber & Associates

Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.


A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.
Page: 12

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