Friday 4th November 2011 – at a packed gala awards dinner 200 of the best contact center professionals in the world from a combined 26 nations attended a fun filled evening where the best in the contact center world were revealed.
Earlier in the week at the 2011 Global Best Practices Conference the Top Ranking performers from around the world shared best practices in employee engagement, recruitment, training, workforce planning, technology, customer service, sales, social media in the contact center industry, performance management and much more. The event drew the best of the best in this annual event where award winning companies and individuals from all over the world meet and the best are decided by the audience. Also at the event the 2011 Industry Champion was named.
Commenting on the conference Raj Wadhwani, President of ContactCenterWorld added "Every year the bar gets higher – the best become even better and they are sharing practices that help them improve service, productivity and enhance employee engagement. Yet again this year the audience were thrilled with the ideas and the different way we manage our event, there is no other event where you can hear from the undisputed best in our industry"
The results for the 2011 Top Ranking Performers – Best in the World are as follows:
Contact Center Leader
•Gold - Antoine Casgrain, General Manager, Contact Centres, St.George Bank (Australia)
•Silver - Candy Clay, Director, Kansas City Calls Center, CVS Caremark (USA)
•Bronze - Oleg Chornobryvtsev, CEO, Adelina Holding LLC (Ukraine)
Mid sized Contact Center (Outsourced)
•Gold - SingTel (Singapore)
•Silver - Accenture (Canada)
Special Award OCIS (Fiji)
Technology Innovation - Internal Solution
•Gold - SOFTBANK BB Corp. (Japan)
•Silver - PT (Portugal)
Contact Center Support Professional - IT
•Gold - Erich Sunarta, Professional Staff, PT. Bank Central Asia, TBK (Indonesia)
•Silver - Kabir Vaderaa, Head of Technology Innovation, eFlow (Ireland)
Contact Center Supervisor
•Gold - Jekky Norton Mahieu, Supervisor, PT. Bank Central Asia, TBK (Indonesia)
•Silver - Shane Bowles, Team Leader, eFlow (Ireland)
•Bronze - Tara MacDonald, Tier 2 Manager - Customer Service, Eastlink (Canada)
Contact Center Trainer
•Gold - MarQuisha Harvey, Senior Delivery Specialist, Prescription Solutions (USA)
•Silver - Olga Veselova, Training Management and Personnel Director, Telecontact (Russia)
•Bronze - Svjetlana Trivuncevic, Customer Experience Coach, St.George Bank (Australia)
Customer Service (Inhouse)
•Gold - Prescription Solutions (USA)
•Silver - SOFTBANK MOBILE (Japan)
•Bronze - Optimus (Portugal)
Customer Service Professional
•Gold - Gretchen Wojahn, Service Associate III, New York Life (USA)
•Silver - Kusbandiah, Customer Service Agent, CIMB NIAGA (Indonesia)
•Bronze - Catherine O'Driscoll, Customer Service Agent, eFlow (Ireland)
Large Contact Center (Outsourced)
•Gold - Global Bilgi (Turkey)
•Silver - Teledirect Pte Ltd (Singapore)
Small Contact Center (Inhouse)
•Gold - Rail Europe (USA)
•Gold - SingTel (Singapore)
•Silver - FDH Call Centre, (Greece)
Direct Response Campaign
•Gold - Directorate General of Taxes (Indonesia)
•Gold - CVS Caremark (USA)
•Silver - Hiroshima Center, SOFTBANK MOBILE (Japan)
•Gold - Global Bilgi AS (Turkey)
•Silver – MassMutual (USA)
Small Contact Center (Outsourced)
•Gold - VADS Business Process Sdn. Bhd. (Malaysia)
Contact Center Support Professional - Workforce Planning
•Gold - Gisdy Remona Sitompul, WFM Support, PT. Infomedia Nusantara (Indonesia)
•Silver- Alessandro Pozzi, Contact Center Manager, XL World (Albania)
•Bronze - Trish Ross, Workforce Team Lead, Virtual-Agent Services (Canada)
Large Contact Center (Inhouse)
•Gold - St.George Bank (Australia)
•Silver - British Gas (UK)
•Bronze - Prescription Solutions (USA)
Contact Center Support Professional - HR
•Gold - Ie Sen Tjoeng, Professional HR, PT. Bank Central Asia, TBK (Indonesia)
Customer Service Best Practices (Outsourced)
•Gold - Competence Call Center (Germany)
Contact Center Sales Professional
•Gold - Melanie Brooks, Mortgage Account Manager, ING Direct (Canada)
•Silver - Suci Aprilusi, Sales Agent, PT. Bank Central Asia, TBK (Indonesia)
Mid-sized Contact Center (Inhouse)
•Gold - ING Direct (Canada)
•Silver - iSelect Health Pty Ltd (Australia)
•Bronze – Sportingbet (Ireland)
Special Award to Scotiabank Jamaica
•Gold - REACH for Telecommunications Services & Palestine Cellular Communications Co.,Ltd Jawwal (Palestine)
•Silver - Virtual-Agent Services (Canada) & La Quinta (USA)
•Bronze - VADS Business Process Sdn. Bhd. & Ministry Of Education (Malaysia)
•Gold - OKeeffe & Swartz (South Africa)
•Silver - PT. Bank Central Asia, TBK (Indonesia)
•Gold - PT Astra Internasional Tbk – AstraWorld (Indonesia)
•Silver - XL World (Albania)
Contact Center Operational Manager
•Gold - Cynthia Carroll, Manager, Kansas City Call Center, CVS Caremark (USA)
•Silver - Steve Tassone, Sales & Operations Manager, iSelect Health Pty Ltd (Australia)
•Bronze - Christelle Correia, National Contact Center Snr Manager, Clientele Life (South Africa)
2011Global Industry Champion:
Adil Zembat of A,ssisTT (Turkey)
Runners up: Ruud Meijer of ATAG Netherlands, Chiaki Hishinuma of Japan Telemarketing Association, Wardhani Soedjono of PT Vads Indonesia
The 2012 Awards are now open at https://www.contactcenterworld.com/worldawards
Published: Monday, November 7, 2011
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
Aculab Cloud CPaaS
ACULAB Technologies is communication enabling company assisting our customers in all verticals with business and mission critical solutions to communicate securely and efficiently internally and for their customers and partners. We have a robust CPaaS (Communication Provider as a Service) supporting all methods of communications; sms, voice, data, etc. promoting fraud mitigation, improvement of identity and customer experience. We have a best of breed Voice & Face Recognition Biometrics Identity Solution and AMD- Answering Machine Detection. Key sectors are Contact Centre, IVR, Voice Broadcast, Conferencing, Healthcare, Finance, Insurance, Emergency Services and Defense/Government. www.aculab.com.
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.
|6.)||Alcor Consulting, Inc.|
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.
Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.
It has everything you need to deliver superior customer and employee experience.
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.
Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.
Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
|11.)||Arise Virtual Solutions|
The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat...
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
|14.)||Brook Trout Solutions|
CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.
|15.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
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• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer
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Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.
With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!
|17.)||Cloud Call Center Search|
From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|18.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...