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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


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:

Sharing his views on 15th Annual Global Top Ranking Performers Awards Winners, Raj Wadhwani, President of 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."


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


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:

Responsible for North & South Americas, Asia Pacific region:

Contact: (Raj Wadhwani)

Responsible for Europe, Middle East & Africa region:

Contact: (Elif Diplen)
(+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 ''. We were established in 1999.
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Today's Tip of the Day - Confirming Details

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

Published: Friday, November 6, 2020

Printer Friendly Version Printer friendly version

2023 Buyers Guide IVR

Premium Listing
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.

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

Nuxiba Technologies

Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)


Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

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