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Article : 2012 Best in Europe, Middle East & Africa Celebrate With A-list Stars at Amazing Gala

2012 Best in Europe, Middle East & Africa Celebrate With A-list Stars at Amazing Gala

Delegates from all over Europe, Middle East & Africa met, networked and partied with A-list celebs of present and past at the annual 2012 Top Ranking Performers Gala Dinner which this year was held at Madame Tussauds in London


The Queen and Royal Family Welcomed the ContactCenterWorld Team! (access all photos at this link

The dinner was held to allow those who are the elite in the industry to network and have some fun after 4 days of best practice conference sessions where everyone from front line professionals up to leaders shared what they do and how they run their contact center.


Many of the World’s biggest brands were represented and delegates from Russia, UK, Ireland, Turkey, Portugal, Spain, Ukraine, Poland, Bulgaria, Czech Republic, Greece, Finland, Denmark, South Africa, Australia, Indonesia, UAE, Saudi Arabia, Qatar, India and Canada.

The next best practice conference and awards takes place 9-13th July in Singapore – there are still a few tickets left! Find out more at

Gold Medal Winners

• Zon (Portugal) for Technology Innovation
• Turkcell Global Bilgi (Turkey) for Self Service Technology
• Acronis Inc. (Russia) for Help Desk
• Turkcell Global Bilgi (Turkey) and Ministry of Labour and Social Security (Turkey) for Outsourcing Partnership
• AssisTT (Turkey) for Customer Service (outsourced)
• 4LifeDirect (Poland) for Sales Campaign
• Optimus (Portugal) for Customer Service (Inhouse)
• Zon (Portugal) for Home/Remote Agents
• Zon (Portugal) for Community Spirit
• CMC (Turkey) for Recruitment
• ZON (Portugal) for Contact Center Design
• O’Keeffe & Swartz (South Africa) for Outbound
• PT Contact (Portugal) for Green Contact Center
• 4LifeDirect (Poland) for Direct Response Campaign
• Abdul Latif Jameel (Saudi Arabia) for Incentive Schemes
• GoResponse (UK) for Small Contact Center (Outsourced)
• Bank Aljazira (Saudi Arabia) for Small Contact Center (Inhouse)
• DHL Express (Turkey) for Mid-Sized Contact Center (Inhouse)
• Acticall (France) for Large-Sized Contact Center (Outsourced)
• Vodafone (Turkey) for Large-Sized Contact Center (Inhouse)
• Ryan Kleynhans, Contact Centre Manager, Volkswagen Group (South Africa) for Operational Manager
• Marco da Silva, IT Operating Manager, O'Keeffe & Swartz (South Africa) for IT Professional
• Vijay Vettiyamkunnath, Head: Campaign Management, O'Keeffe & Swartz (South Africa) for WFM Professional
• Dillon Pillay, Sales Manager, O'Keeffe & Swartz (South Africa) for Supervisor
• Joanne Papapetros, First Data Hellas (Greece) for Customer Service Professional
• Magama Mbele, O’keefe & Swartz (South Africa) for Sales Professional
• Begum Kocaefe, TEB (Turkey) for Trainer
• Mxolisi Dube, O’keefe & Swartz (South Africa) for Quality Auditor
• Mark Kirby, Go Response (UK) for Leader

Silver Medal Winners

• First Data Hellas (Greece) for Technology Innovation
• Vodafone (Turkey) for Self Service Technology
• First Data Hellas (Greece) for Help Desk
• Teleperformance (Portugal) and Bausch & Lomb (UK) for Outsourcing Partnership
• Teleperformance (Portugal) for Customer Service (outsourced)
• O’keeffe & Swartz (South Africa) for Sales Campaign
• DHL Express (Turkey) for Customer Service (Inhouse)
• AssisTT (Turkey) for Home/Remote Agents
• AssisTT (Turkey) for Community Spirit
• Telecontact (Russia) for Recruitment
• AssisTT (Turkey) for Contact Center Design
• Mellon (Poland) for Outbound
• Telecontact (Russia) for Incentive Schemes
• Acronis (Russia) for Small Contact Center (Inhouse)
• Mashreq (UAE) for Mid-Sized Contact Center (Inhouse)
• Teleperformance (Portugal) for Large-Sized Contact Center (Outsourced)
• Kyivstar (Ukraine) for Large-Sized Contact Center (Inhouse)
• Edmund Reddy, Call Centre Manager, Inter-Active Technologies (South Africa) for Operational Manager
• Meraj Shabbir, WFM Manager, Abdul Latif Jameel (Saudi Arabia) for WFM Professional
• Pedro Zenha, Sales Contact Center Supervisor Randstad / ZON, Randstad (Portugal) for Supervisor
• Fezeka Kubeka, Inter-Active Technologies (South Africa) for Customer Service Professional
• Tetyana Nemyrska, Adelina (Ukraine) for Sales Professional
• Roman Grysyo, Adelina (Ukraine) for Trainer
• Daniela Sokolova, Sofica Group (Bulgaria) for Quality Auditor
• Hakan Celik, Vodafone (Turkey) for Leader

Bronze Medal Winners
• Optimus (Portugal) for Technology Innovation
• PT Contact (Portugal) for Community Spirit
• Acronis Inc. (Russia) for Self Service Technology
• AssisTT (Turkey) for Help Desk
• Arvato (India) & Acronis (Russia) for Outsourcing Partnership
• Acticall (France) for Customer Service (outsourced)
• Global Bilgi LLC (Ukraine) for Sales Campaign
• CEZ (Czech Republic) for Customer Service (Inhouse)
• Sofica (Bulgaria) for Recruitment
• GoResponse (UK) for Contact Center Design
• Mellon (Bulgaria) for Outbound
• Carlsberg (Denmark) for Small Contact Center (Inhouse)
• Bank Asya (Turkey) for Mid-Sized Contact Center (Inhouse)
• AssisTT (Turkey) for Large-Sized Contact Center (Outsourced)
• AVEA (Turkey) for Large-Sized Contact Center (Inhouse)
• Christos Samaras, Application Processing Services Manager, First Data Hellas (Greece) for Operational Manager
• Jasmina Ajoodha, Supervisor, Standard Bank (South Africa) for Supervisor
• Murat Mermer, TEB (Turkey) for Customer Service Professional
• Jacob Nilsson, Carlsberg (Denmark) for Sales Professional
• Zuzana Hanelova, CEZ (Czech Republic) for Trainer
• Elena Ishchenko, Adelina (Ukraine) for Quality Auditor
• Ed Benack, Acronis (Russia) for Leader

Runners up

• National Bank of Greece (Greece) for Technology Innovation
• Adelina (Ukraine) for Sales Campaign
• Avea (Turkey) for Sales Campaign
• Optimus (Portugal) for Self Service Technology
• Reach (Palestine) for Self Service Technology
• National Bank of Greece (Greece) for Help Desk
• CPM (Spain) and HP (Spain) for Outsourcing Partnership
• Adelina (Ukraine) and MTS (Ukraine) for Outsourcing Partnership
• Carslberg (Denmark) for Customer Service (Inhouse)
• Kyivstar (Ukraine) for Customer Service (Inhouse)
• ITI Neovision (Poland) for Customer Service (Inhouse)
• TEB (Turkey) for Customer Service (Inhouse)
• Acronis (Russia) for Customer Service (Inhouse)
• Sportingbet (Ireland) for Community Spirit
• Adelina (Ukraine)for Community Spirit
• AssisTT (Turkey) for Recruitment
• PT Contact (Portugal) for Contact Center Design
• ITI Neovision (Poland) for Contact Center Design
• TEB (Turkey) for Outbound
• TEB (Turkey) for Mid-Sized Contact Center (Inhouse)
• La Caixa (Spain) for Large-Sized Contact Center (Outsourced)
• ZON (Portugal) for Large-Sized Contact Center (Outsourced)
• Telecontact (Russia(for Large-Sized Contact Center (Outsourced)
• Reach (Palestime) for Large-Sized Contact Center (Outsourced)
• Sofica (Bulgaria) for Large-Sized Contact Center (Outsourced)
• National Bank of Greece (Greece) for Large-Sized Contact Center (Inhouse)
• CEZ (Czech Republic) for Large-Sized Contact Center (Inhouse)
• ITI Neovision (Poland) for Large-Sized Contact Center (Inhouse)
• Brian Skov, Sales Development Manager, Carlsberg (Denmark) for Operational Manager
• Kseniya Kostovska, Operational Manager, Adelina Holding LLC (Ukraine) for Operational Manager
• Yolande Retief, Call Centre Manager, Inter-Active Technologies (South Africa) for Operational Manager
• Evgenia Vasilkova, Support Team Manager, Acronis Inc. (Russia) for Supervisor
• Marta Kindzerska, Telesales Supervisor, Adelina Holding LLC (Ukraine) for Supervisor
• Kilan Dwarka, Sales Manager, O'Keeffe & Swartz (South Africa) for Supervisor
• Hale Goc, Inbound Supervisor, TEB (Turkey) for Supervisor
• Rikke Kramer Immerkaer, Carlsberg (Denmark) for Customer Service Professional
• Iryna Sharosvska, Adelina (Ukraine) for Customer Service Professional
• Michelle Bailey, Carlsberg (Denmark) for Sales Professional
• Oleksander Geruk, Adelina (Ukraine) for Trainer
• Tanja Moller Larsen, Carlsberg (Denmark) for Trainer
• Jorgen Emil Holm-Hansen, Carlsberg (Denmark) for Leader

2012 Europe Middle East & Africa Medal Rankings (by medal count)
• Turkey: 7 Gold, 6 Silver, 5 Bronze (total 18)
• South Africa: 7 Gold, 3 Silver, 1 Bronze (total 11)
• Portugal: 6 Gold, 4 Silver, 2 Bronze (total 10)
• Russia: 1 Gold, 3 Silver, 3 Bronze (total 7)
• Ukraine: 3 Silver, 2 Bronze (total 5)
• Poland: 2 Gold, 1 Silver, 1 Bronze (total 4)
• UK: 2 Gold, 1 Silver, 1 Bronze (total 4)
• Greece: 1 Gold, 2 Silver, 1 Bronze (total 4)
• Saudi Arabia: 2 Gold; 1 Silver (total 3)
• Bulgaria: 1 Silver, 2 Bronze (total 3)
• France: 1 Gold, 1 Bronze (total 2)
• Czech Republic: 2 Bronze (total 2)
• Denmark: 2 Bronze (total 2)
• UAE: 1 Silver (total 1)

Today's Tip of the Day - 100% Recording

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

Published: Sunday, July 1, 2012

Printer Friendly Version Printer friendly version

2024 Buyers Guide Analytics


Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.


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)


Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.


CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)


SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.


Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.


Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

Trillys Systems

Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"


Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.


Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.

About us - in 60 seconds!

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