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Article : Awards Winners Celebrate with GOLD - Best in Europe, Middle East & Africa 2020

Thunder Bay, Ontario, October 2020ContactCenterWorld is pleased to announce the winners of the 15th Annual Global Top Ranking Performers Awards from Best in Europe, Middle East & Africa (EMEA). The award winners were announced at an awards ceremony on 29th of October

The list of Gold medal winners is shown below (a full list is featured on the awards pages of ContactCenterWorld.com)

 

Gold Medal Winners:

Company Awards

  • Tele2 Russia (Russia) for Best Contact Center
  • EXL Service (South Africa) for Best Contact Center
  • Garanti BBVA Bank (Turkey) for Best Contact Center
  • AssisTT (Turkey) for Best Contact Center
  • Bank Aljazira (Saudi Arabia) for Best Contact Center
  • Ec3 (South Africa) for Best Contact Center
  • Hedef Filo (Turkey) for Best Contact Center
  • VeriCall (United Kingdom) for Best Contact Center
  • Dubai Police (U.A.E.) for Best Contact Center (Government)
  • Pusula - YIMER 157 (Turkey) for Best Emergency Services Center
  • Vonage (United Kingdom) for Best Help Desk
  • Pusula & SABIM 184 (Turkey) for Best Public Services Center
  • Turk Ekonomi Bankasi (Turkey) for Best In Customer Service
  • Pusula & Ptt - Posta ve Telgraf Teskilati (Turkey) for Best In Customer Service
  • Garanti Bank (Turkey) for Best In Customer Service
  • AssisTT (Turkey) for Best In Customer Service
  • Bank Aljazira (Saudi Arabia) for Best In Customer Service
  • Competence Call Center (Bosnia and Herzegovina) for Best In Customer Service
  • Truphone (Portugal) for Best In Customer Service
  • VeriCall (United Kingdom) for Best In Customer Service
  • Tele2 Russia (Russia) for Best Technology Innovation - Internal Solution
  • Borusan Otomotiv & Webhelp (Turkey) for Best Technology Innovation - Internal Solution
  • Noetica (United Kingdom) for Best Technology Innovation Award Vendor - Live Agent Support Solution
  • Ocular Technologies (South Africa) for Best Technology Innovation Award Vendor - Self-service Solution
  • Allianz Turkey (Turkey) for Best use of Self-service Technology
  • Allianz Turkey (Turkey) for Best use of Social Media in the Contact Center
  • Tele2 Russia (Russia) for Best use of Social Media in the Contact Center
  • Borusan Otomotiv & Webhelp (Turkey) for Best use of Social Media in the Contact Center
  • Ec3 (South Africa) for Best use of Social Media in the Contact Center
  • Pegasus Airlines & Webhelp (Turkey) for Best Contact Center Design Award
  • EXL Service (South Africa) for Green Contact Center
  • Tele2 Russia (Russia) for Best Outbound Campaign
  • Teleperformance Egypt (Egypt) for Best Outsourcing Partnership
  • Samsung Egypt (Egypt) for Best Outsourcing Partnership
  • Tele2 Russia (Russia) for Best Recruitment Campaign
  • Turk Ekonomi Bankasi (Turkey) for Best Sales Campaign - Inbound or Outbound

 

Individual Awards:

  • Thabiso Aphane of DHL Express South Africa (South Africa) for Best Analyst
  • Hitesh Sakhrani of EXL Service (South Africa) for Best Analyst
  • Shamsa Al Habsi of National Bank of Oman (Oman) for Best Contact Center Executive / Director
  • Pratap Rao of EXL Service (South Africa) for Best Contact Center Executive / Director
  • Mohammed Al-Hammoudi of Dubai Police (U.A.E.) Best Contact Center Executive / Director
  • Nitesh Singh of DHL Express South Africa (South Africa) for Best Contact Center Operational Manager
  • Burcu Balaban of Turk Ekonomi Bankasi (Turkey) for Best Contact Center Sales Professional
  • Sascha Hugo of EXL Service (South Africa) for Best Contact Center Sales Professional
  • Ivana Dodig of DHL Express (Austria) for Best Contact Center Supervisor
  • Karabo Lewele of DHL Express South Africa (South Africa) for Quality Auditor
  • Fateeqah Bashir of EXL Service (South Africa) for Quality Auditor

 

The NEXT Generation Contact Center (CC) & Customer Experience (CX) conference hosted some of the leading names in the contact center industry and successfully showcased the best practices and stellar achievements of participating finalists.

The conference highlighted the industry’s commitment to continuous improvement and offered competing companies and delegates a unique opportunity to sit in on presentations by industry peers and competitors from the EMEA region. Delegates could rate the Top Ranking Performers finalists on their presentations, thereby contributing to the rigorous and unbiased judging process.

ContactCenterWorld, Global Top Ranking Performers Awards is the most prestigious awards program devoted to the contact center (CC) & customer experience (CX) industry! It has been organizing only truly global awards in the industry for 15 years.

More than 1,600 entries from organizations and individuals in 50 nations were submitted to the awards this year. The best of the EMEA region was recognized with this award ceremony. Next stop for these winners is Global NEXT Generation CX & CC where they compete in the world finals 9-11 February: https://www.contactcenterworld.com/global/

Sharing his views on 15th Annual Global Top Ranking Performers Awards Winners, Raj Wadhwani, President of ContactCenterWorld.com said ‘WOW – I can honestly say this has been the toughest year of our life – centers everywhere facing challenges with the pandemic and still being able to celebrate their people in the awards is incredible. Hats off to all the winners – when we need inspiration we just need to look at these amazing professionals!"

Gold Medal Award winner Danny Singer of Noetica stated: "We are proud to be recognised with this award and to be a flagbearer for British contact centre technology innovation. Today, our inbound, outbound and telephony solutions are widely in use by contact centres of all sizes and sectors around the world."

Gold Medal Award winner Suzan Katilmis of Hedef Filo added " I was excited while listening to the solution centre that I will manage in the future and told him that if the Solution Center is that good, we should definitely win an award and share this vision with the whole world.

And after I started working, my first job was to apply to the world's best, most prestigious award organization; "Contact Center World", which allows us to spread our vision to hundreds of people around the world.

With its thousands of followers and networks, Contact Center World is definitely the most prestigious and professional competition in the world which. It has the power and influence to reach the people whose job is to provide call centre services all over the world and who are willing to this job.

The Contact Center World organization, with its dynamism, excitement and professionalism, enabled us to enjoy all stages and to add beautiful colour to our lives."

 

About ContactCenterWorld.com

ContactCenterWorld.com,
established in 1999, is the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint (members in over 200 countries) and supports 205,000 personal members from enterprises of all sizes with ideas, information and opportunities including best practice awards, conferences and certification programs. Personal membership is free and available at this link http://www.contactcenterworld.com/register.aspx

 

About the Global Top Ranking Performers Awards

  • It is presented by The World’s Largest Contact Center Association, ‘ContactCenterWorld’: 205,000+ members from more than 200 countries.
  • The ONLY truly Global Awards and Recognition Program in the Contact Center: 79 countries have participated in the awards so far!
  • Compete in 3 different regions: Americas, Asia Pacific & Europe, Middle East & Africa. Regional winners then compete in the Olympics of our industry: The Global World Finals!
  • Our awards are 100 % fair and unbiased: Sponsors, competitors and partners do not have a judging vote.
  • It gives everyone an equal chance to win: Categories are broken by sizes and inhouse, outsource distinction.

 

2021, The 16th Global Top Ranking Performers Awards are NOW OPEN.

Find out more: www.contactcenterworld.com/worldawards/

Responsible for North & South Americas, Asia Pacific region:

Contact: (Raj Wadhwani)
(ContactCenterWorld)
(rajw@contactcenterworld.com)
(+1-844-699-1199)

Responsible for Europe, Middle East & Africa region:

Contact: (Elif Diplen)
(ContactCenterWorld)
(elif.diplen@contactcenterworld.com)
(+90 507 361 95 86)


About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Leadership Requires Listening

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

Published: Friday, November 6, 2020

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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