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Article : 2013 Best in the Contact Center World Announced!

Best in the World announced at 2013 Top Ranking Performers in the Contact Center World Gala Awards Dinner at Hard Rock Live on the Las Vegas strip.

In a packed concert room, the best contact center professionals from around the World waited with excitement as the awards, which many now refer to as the ‘Olympics’ of the Contact Center World were announced and winners from around the World were presented with medals and awards.

The event featured great entertainment from the Party Rockers and everyone participated in a fun Harlem Shake which will be published shortly.

In announcing the winners, Raj Wadhwani, President of ContactCenterWorld.com added "over 1500 entries were received and the winners tonight competed and had to win several levels before even reaching these awards. Everyone was amazing and the standards are higher than last year and ideas presented at the conference were stellar."

The Gold Medals Winners and ranked undisputed #1 in the World for the following award categories:

Best Community Spirit - PT. Bank Central Asia, TBK, Indonesia
Best Contact Center Large (Inhouse) - Telstra Corporation, Australia
Best Contact Center Large (Outsourced) - Competence Call Center Dresden, Germany
Best Contact Center Mega (Inhouse) - Westpac Group (Australia)
Best Contact Center Mega (Outsourced) - Teleperformance Portugal
Best Contact Center Medium (Inhouse) - Volkswagen South Africa, South Africa
Best Contact Center Medium (Outsourced) - HGS, United Kingdom
Best Contact Center Small (inhouse) - Bank Aljazira, Saudi Arabia
Best Contact Center Design Award - Telstra Corporation, Australia
Best Contact Center Executive / Director - Cut Noosy, PT. XL Axiata Tbk, Indonesia
Best Contact Center Operational Manager - Becquini Akbar, PT. XL Axiata Tbk, Indonesia
Best Contact Center Sales Professional - Muhammad Subair, PT. Bank Central Asia, TBK, Indonesia
Best Contact Center Supervisor - Tania Zamotaeva, Adelina Holding LLC, Russia
Best Contact Center Support Professional – HR, Sandi Johnson, Volkswagen South Africa
South Africa
Best Contact Center Support Professional – IT - Juan Almer, PT. XL Axiata Tbk, Indonesia
Best Contact Center Support Professional - Workforce Planning - Andrey Denisevich
Telecontact Ltd., Russia
Best Contact Center Trainer - Divinia Fernandes Esch, Savant People Development, South Africa
Best Customer Loyalty Program - PT. Bank Central Asia, TBK, Indonesia
Best Customer Service Professional - Preston Little, MassMutual, United States
Best Direct Response Campaign - PT. Bank Central Asia, TBK, Indonesia
Best Help Desk - Softline Pastel, South Africa
Best Home / Remote Agent Program - iiNet, Australia
Best In Customer Service (Outsourced) - Teleperformance Portugal
Best In Customer Service Large (Inhouse) - Optimus, Portugal
Best In Customer Service Medium (Inhouse) - La Caixa, Spain
Best In Customer Service Small (Inhouse) - Bank Aljazira, Saudi Arabia
Best Incentive Scheme - Westpac Group (Australia)
Best Outbound Campaign - Teleperformance Portugal, Portugal
Best Outsourcing Partnership - Direct Alliance & SYKES Enterprises,
Australia
Best Recruitment Campaign - PT. XL Axiata Tbk, Indonesia
Best Sales Campaign - ZON, Portugal
Best Technology Innovation - Internal Solution Large - Bank of New Zealand, New Zealand
Best Technology Innovation - Internal Solution Mega - SingTel Optus PTY LTD, Australia
Best Technology Innovation - Internal Solution Medium - NTUC Income Insurance Co-Operative Limited, Singapore
Best Technology Innovation - Internal Solution Small - PT Astra Honda Motor, Indonesia
Best use of Self-service Technology - OI, Brazil
Best use of Social Media in the Contact Center - SingTel Optus PTY LTD, Australia
Green Contact Center - Bank Mandiri, Indonesia
Best Quality Auditor - Yunan Purwandari, PT Telekomunikasi Indonesia, Indonesia

For a full list of winners abd runners up visit this web page https://www.contactcenterworld.com/worldawards/award-rankings.aspx?id=162C8BCC-BDC1-4199-9F55-434235118B78

Interested in Industry Awards? Participate in prestigious awards from ContactCenterWorld:
- awards for contact centers and the people who work in them www.ContactCenterWorld.com/worldawards
- awards for industry vendors https://www.contactcenterworld.com/vendor-ranking-register.aspx
- annual industry champions award https://www.contactcenterworld.com/worldawards/industry-champion.aspx

#contactcenterworld

Today's Tip of the Day - Security Is A Human Need

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

Published: Tuesday, November 19, 2013

Printer Friendly Version Printer friendly version

2024 Buyers Guide Analytics

 
1.) 
Alvaria

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.

2.) 
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.

3.) 
Daisee

Daisee
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)

4.) 
DialogTech

DialogAnalytics™
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)

5.) 
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.

6.) 
Pointel

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)

7.) 
PRILINK

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.

8.) 
Vads

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

9.) 
Tethr

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.

10.) 
Trillys Systems

ActuCall
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?"

11.) 
VOIPFUTURE GmbH.

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.

12.) 
Xdroid

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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