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Article : 2011 Best In Europe, Middle East & Africa Honored at Best Practices Conference

2011 Best In Europe, Middle East & Africa Honored at Best Practices Conference

London, UK 8th July 2011 - The Top Ranking Performers in the Contact Center World – EMEA (Europe, Middle East & Africa) 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 EMEA Region was held at the Marriott Heathrow in London 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.

Pic above - winners for Best Outsourcing Partnership

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!


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 the Asia Pacific region who are sharing tips at the conference later this month in Gold Coast (Australia).

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 presentors and their ideas that you just can’t get at any other event."

In announcing the award winners, Wadhwani added "The industry in EMEA is a fascinating one. We had entrants from some 34 countries participate and the field was trimmed to 14 nationa who presented over the 3 1/2 days of interactive conference sessions. Sitting and watching every presentation I learnt so much and for someone with 21 years in this space, thats is huge! We look forward to repeating this in Australia this July and brining the best to Las Vegas Nov 1-4th 2011 (

Winners announced at the Gala dinner are:

Best Customer Service (In-house Contact center)
-Gold Medal – Optimus (Portugal)
-Silver Medal – BSH (Turkey)
-Bronze Medal – Avea iletisim hizmetleri as (Turkey)
-4th Place - Softline Pastel (South Africa)
-5th Place - Portugal Telecom (Portugal)

Best Customer Service (Outsourced Contact Center Services Provider)
-Gold Medal – Competenence Call Center (Germany)
-Silver Medal – Teleperformance (Portugal)
-Bronze Medal – Teleperformance (UK)
-4th Place - Mellon Group (Romania)
-5th Place - First Data Hellas (Greece)

Best Large Contact Center (250+ Agents Outsourced Contact Center Services Provider)
-Gold Medal – Global Bilgi (Turkey)
-Silver Medal – Competenece Call Center (Germany)
-Bronze Medal – Teleperformance (Portugal)
-4th Place - eflow (Ireland)
-5th Place - Mellon Contact Services (Greece)

Best Large Contact Center (250+ Agents In-house Contact Center)
-Gold Medal – British Gas (UK)
-Silver Medal – Yapi Kredi Bank (Turkey)
-Bronze Medal – Avea iletisim hizmetleri as (Turkey)
-4th Place - National Bank of Greece (Greece)

Best Mid-Sized Contact Center (51-249 Agents In-house Contact Center)
-Gold Medal – Sportingbet (Ireland)
-Silver Medal – BSH (Turkey)

Best Technology Innovation (In-house Contact Centers)
-Gold Medal – Portugal Telecom (Portugal)
-Silver Medal – Global Bilgi (Turkey)
-Bronze Medal – Yapi Kredi Bank (Turkey)
-4th Place - Mellon Contact Services (Greece)

Best Technology Innovation (Vendor Solution)
-Gold Medal – Teleperformance (UK)

Best Contact Center Sales Agent
-Gold Medal – Simbai Shutu, Telesales Consultant, Softline Pastel (South Africa)
-Silver Medal – Richard Mukuka, Telesales Consultant, Softline Pastel (South Africa)
-Bronze Medal – Zinzi Tunce, Telesales Consultant, Softline Pastel (South Africa)

Best Contact Center Executive / Leader
-Gold Medal – Oleg Chornobryvtsev, CEO, Adelina Holding LLC (Ukraine)
-Silver Medal – Ingrida Kunova, Call Center Management, Competence Call Center S.R.L. Bratislava (Slovakia)
-Bronze Medal - Tamsin Bradford, Head of Consulting and Support, Softline Pastel (South Africa)
-4th Place – Pericles Papaspyropoulos, Head of Contact Center Sector, National Bank of Greece (Greece)
-5th Place - Rosario Nastasi, Country Manager - Albania, XL World (Albania)

Best Customer Service Agent
-Gold Medal – Catherine O'Driscoll, Customer Service Agent, eFlow (Ireland)
-Silver Medal – Dingani Ncube, Senior Support Consultant, Softline Pastel (South Africa)
-Bronze Medal – Kelly Deady, Customer Service Agent, eFlow (Ireland)

Best Contact Center Supervisor
-Gold Medal – Shane Bowles, Team Leader, eFlow (Ireland)
-Silver Medal – Adnaan Adamjee, Support Team Leader, Softline Pastel (South Africa)
-Bronze Medal – Lee Herbert, Team Manager, Vertex (UK)
-4th Place – Vasil Yanytskyi, Supervisor, Adelina Holding LLC (Ukraine)

Best Contact Center Operational Manager
-Gold Medal – Christelle Correia, National Contact Center Snr Manager, Clientele Life (South Africa)
-Silver Medal – Orla Garrahy, Customer Service Manager, eFlow (Ireland)
-Bronze Medal - Nkululeko Nombika, Call Centre Manager, Softline Pastel (South Africa)
- 4th Place - Shelley Lawton, Customer Service Manager, Vertex (UK)

Best Contact Center Trainer
-Gold Medal – Olga Veselova, Training Management and Personnel Director, Telecontact (Russia)
-Silver Medal – Sue Emmett, Training and Quality Manager, eFlow (Ireland)

Best Outbound Campaign
-Gold Medal – O'Keeffe & Swartz - Campaign 1 (South Africa)
-Silver Medal – National Bank of Greece (Greece)
-Bronze Medal – O'Keeffe & Swartz - Campaign 2 (South Africa)
- 4th Place - PT (Portugal)
- 5th Place - Tempo (Turkey)

Best Recruitment Campaign
-Gold Medal – XL World (Albania)
-Silver Medal – Telecontact (Russia)
-Bronze Medal – PT Contact (Portugal)

Best Outsourcing Parnership
-Gold Medal – Reach & Jawal (Palestine)
-Silver Medal – AssisTT & The Minsitry of Health (Turkey)
-Bronze Medal – Competenence Call Center (Slovakia) and UPC DTH (Lexembourg)
- 4th Place - Mellon Romania & Transfond (Romania)

Best Community Spirit
-Gold Medal – Softline Pastel (South Africa)
-Silver Medal – XL World (Albania)
-Bronze Medal – PT Contact (Portugal)

Best Incentive Scheme
-Gold Medal – Global Bilgi (Turkey)
-Silver Medal – eflow (Ireland)
-Bronze Medal – ZON Multimedia (Portugal)
- 4th Place - XL World (Albania)

Best Support Professional – IT
-Gold Medal – Kabir Vaderaa, Head of Technology Innovation, eFlow (Ireland)

Best Support Professional – WFM
-Gold Medal – Alessandro Pozzi, Contact Center Manager, XL World (Albania)

Best Help Desk
-Gold Medal – First Data Hellas (Greece)
-Silver Medal – Softline Pastel (South Africa)

In wrapping up the extremely successful event in London, 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 ("

About Raj Wadhwani:
After leaving Kings College in London with a degree in Physics, Raj Wadhwani, President of, spent his early years in a sales & marketing role with market leaders such as Unilever & Lafarge. In 1996 he set up his own call center consultancy & training company. Over the next 3 years his company won awards for customer care, he trained hundreds of managers from major corporations on how to manage their call centers and advised corporations on strategy & performance management. In 1999 he set up and changed the name to in 2001

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Headsets

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

Published: Sunday, July 10, 2011

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology


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.

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.

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.


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-...
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Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.


InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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