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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 LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Capability And Reliability

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

Published: Friday, November 6, 2020

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2021 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

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