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Article : Best Contact Centers and Professionals in Europe, Middle East & Africa announced at Vienna Event

Best Contact Centers and Professionals in Europe, Middle East & Africa announced at Vienna event

Participants from around the region meet up to share best practices and the best awarded GOLD and the prestigious opportunity to represent their company, country and nation in the 2013 Global Awards from ContactCenterWorld.com – The Global Association for Contact Center Best Practices & Networking

Commenting on the awards and conference which saw the best professionals in the industry share best practices, Raj Wadhwani, President of ContactCenterWorld.com said "The awards calibre was amazing this year. Every year the bar gets raised and this year was no exception. It was great to see past award winners return and compete as well as new ones who have, for the first time, qualified to compete. It is amazing to hear their best practices and know that through the process, every contact center improves to levels that are far higher than the rest .... these are truly the best in the region and it showed!"

Other comments include:

"Every year the bar is raised as we witness some excellent presentations from great professionals." Vala Marcou - Head of Corporate Communications, Mellon Group of Companies

"First and foremost congratulations on an awesome
conference and event. It was such a pleasure to be part of the process, and I am so pleased that I have decided to have two entries for this process this year."
Marius Swanepoel, Customer Interaction Centre, National Group Service - Volkswagen Group South Africa

"Great event last week in Vienna! Great learning and sharing experiences opportunity. Hope to see you all in Las Vegas in November! Thank you very much to all participants!" Valerio Conceicao - Project Management and Optimization Director, Teleperformance Portugal

"It was a geat facility and event. Thanks to CCW to bring all inspired hearts together all over the world to share the best practices and to ignite our people." Yunus Mucaz - Consumer Sales & ADC Director, CPP Turkey

"This was the first time for Montepio. Excelent meeting point for sharing, networking and learning. We are going back home, stronger, motivated and will share with our teams. We will Keep on innovating, being bold and improve Excelence. Thanks to all the CC community." Pedro Fragoso - Director, Head of Shared Services, Montepio

The Award winners:

Gold Medal Winners
and progressing on to the Global Best Practices Conference taking place 11-15th November in Las Vegas USA include:

-La-Caixa (Spain) for Best Internal Contact Center Technology Innovation by a Mid-Sized Contact Center

-Garanti Bank (Turkey) for Best Internal Contact Center Technology Innovation by a Large Contact Center

-Telecontact (Russia) for Best Internal Contact Center Technology Innovation by a Mega Contact Center

-Mellon Solutions Dooel (Macedonia) for Best Community Spirit

-CEZ Customer Services Ltd. (Czech Republic) for Best Large Contact Center (In-house)

-First Data Hellas (Greece) for Best Large Contact Center (Outsourced)

-Volkswagen Group (South Africa) for Best Mid-Sized Contact Center (In-house)

-HGS (UK) for Best Mid-Sized Contact Center (Outsourced)

-Bank Aljazira (Saudi Arabia) for Best Small Contact Center (In-house)

-Teleperformance (Portugal) for Best Contact Center Design

-Khaled Ramadan of Bank Aljazira (Saudi Arabia) for Best Contact Center Leader

-Jane Harris of IHG (UK) for Best Operational Manager

-Eleni Makedona of First Data Hellas (Greece) for Best Sales Professional

-Sandi Johnson of Volkswagen Group (South Africa) for Best HR Professional

-Awad Alsomali of Bank Aljazira (Saudi Arabia) for Best IT Professional

-Andrey Denisevich of Telecontact (Russia) for Best Workforce Planning Professional

-Divinia Fernandes Esch of Savant People Development (South Africa) for Best Contact Center Trainer

-Christina Sylla of First Data Hellas (Greece) for Best Customer Service Professional

-CEZ Customer Services Ltd. (Czech Republic) for Best Home / Remote Agent Program

-Optimus (Portugal) for Best Customer Service by a Large Contact Center (In-house)

-Bank Aljazira (Saudi Arabia) for Best Customer Service by a Small Contact Center (In-house)

-ZON (Portugal) for Best Incentive Scheme

-DHL Express (Portugal) for Best Customer Service by a Mid-Sized Contact Center (In-house)

-La-Caixa (Spain) for Best Customer Service by a Large Contact Center (Outsourced)

-Teleperformance (UK) for Best Use of Social Media

-Teleperformance (Portugal) for Best Customer Service by a Mega Sized Contact Center (Outsourced)

-Mohammed Alshammeri of Bank Aljazira (Saudi Arabia) for Best Contact Center Supervisor

-Teleperformance (Portugal) for Best Mega Sized Contact Center (Outsourced)

-Sage Pastel Accounting (South Africa) for Best Help Desk

-Global Bilgi LLC (Ukraine) and Astelit - Life:) (Ukraine) for Best Outsourcing Partnership

-La Caixa (Spain) for Best Use of Self-Service Technology

-Sonelle Buys of Inter-Active Technologies (South Africa) for Best Quality Auditor

-Teleperformance (Portugal) for Best Outbound Campaign

-4Life Direct (Poland) for Best Sales Campaign


Silver Medal Winners

-Sage Pastel Accounting (South Africa) for Best Community Spirit

-Competence Call Center Dresden (Germany) for Best Large Contact Center (Outsourced)

-DHL Express (Portugal) Best Mid-Sized Contact Center (In-house)

-La Caixa (Spain) for Best Mid-Sized Contact Center (Outsourced)

-DHL Express (Qatar) for Best Small Contact Center (In-house)

-CPP (Turkey) for Best Contact Center Design

-Orsolya Torok of Computer Generated Solutions (Romania) for Best Operational Manager

-Vitaliy Kovalyov of Adelina (Ukraine) for Best Sales Professional

-Roman Grysio of Adelina (Ukraine) for Best Contact Center Trainer

-Abdulaziz Alkanan of Bank Aljazira (Saudi Arabia) for Best Customer Service Professional

-Bank Aljazira (Saudi Arabia) for Best Incentive Scheme

-UAB Omnitel (Lithuania) for Best Customer Service by a Mid-Sized Contact Center (In-house)

-National Recovery Service / Verboconnect LLC (Russia) for Best Internal Contact Center Technology Innovation by a Mid-Sized Contact Center

-La Caixa (Spain) for Best Use of Social Media

-CGS (Romania) for Best Customer Service by a Mega Sized Contact Center (Outsourced)

-Tania Zamotaeva of Adelina (Russia) for Best Contact Center Supervisor

-Telecontact (Russia) for Best Mega Sized Contact Center (Outsourced)

-DHL Express (Qatar) for Best Customer Service by a Small Contact Center (In-house)

-CGS (Romania) for Best Help Desk

-Mellon (Poland) and mBank (Poland) for Best Outsourcing Partnership

-First Data Hellas (Greece) for Best Use of Self-Service Technology

-Marta Klicka-Lewandowska of 4Life Direct (Poland) for Best Quality Auditor

-National Recovery Service / Verboconnect LLC (Russia) for Best Outbound Campaign

-ZON (Portugal) for Best Sales Campaign

-Mariana Patrikis of DHL Express (Switzerland) for Best Contact Center Leader

-DHL Express (UK) for Best Customer Service by a Large Contact Center (In-house)

Bronze Medal Winners

-Montepio (Portugal) for Best Mid-Sized Contact Center (In-house)

-IHG (UK) for Best Contact Center Design

-Werner Botha of Inter-Active Technologies (South Africa) for Best Operational Manager

-Tshegofatso Majwati of Inter-Active Technologies (South Africa) for Best Customer Service Professional

- National Recovery Service / Verboconnect LLC (Russia) for Best Incentive Scheme

- UAB Omnitel (Lithuania) for Best Use of Social Media

- Zita Wicht of Old Mutual (South Africa) for Best Contact Center Supervisor

- CGS (Romania) for Best Mega Sized Contact Center (Outsourced)

-La-Caixa (Spain) for Best Help Desk

-Competence Call Center Berlin GmbH (Germany) and Direct Line Versicherung AG (Germany) for Best Outsourcing Partnership

-DHL Express Europe (Germany) for Best Use of Self-Service Technology

-BlueSphere (Greece) for Best Outbound Campaign

- Garanti Bank (Turkey) for Best Sales Campaign

-Yunus Mücaz of CPP (Turkey) for Best Contact Center Leader

-CEZ Customer Services Ltd. (Czech Republic) for Best Customer Service by a Large Contact Center (In-house)



Runner Up Winners

-DHL Express (Switzerland) for Best Mid Sized Contact Center (In-house)

-UkrSibBank BNP PARIBAS Group for Best Mid Sized Contact Center (In-house)

-UAB Ominitel (Lithuania) for Best Mid Sized Contact Center (In-house)

-Christoph Müller of Competence Call Center GmbH Berlin (Germany) for Best Operational Manager

-SITEL Polska (Poland) for Best Incentive Scheme

-Aatish Maharaj of Inter-Active Technologies (South Africa) for Best Contact Center Supervisor

-Marta Kindzerska of Adelina (Ukraine) for Best Contact Center Supervisor

-CGS (Romania) and UPC DTH (Romania) for Best Outsourcing Partnership

-SITEL Polska (Poland) and Philips (Poland) for Best Outsourcing Partnership

-Mellon (Poland) for Best Sales Campaign

-CEZ Customer Services Ltd. (Czech Republic) for Best Sales Campaign


For more information on the ContactCenterWorld Awards go to www.ContactCenterWorld.com/worldawards

 

Today's Tip of the Day - Best Agent Award

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

Published: Monday, July 8, 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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