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Article : Hutchison Team Success in Global Awards

The Award entry

This story began January 2012 when we eagerly submitted our final entries into the Contact Center World Top Ranking Performers Best Practice Awards 2012.

We heard that the big and prestigious best practice conference would be held in July 2012 at Resorts World Sentosa in Singapore. This event would be great, so we needed to participate and prepare everything in a good shape as we had been selected as a presenting finalist.

My colleague Esther and I, were assigned to enter The Design Contact Center Category by our company– Hutchison based in Jakarta. We felt that it would be a challenge for us to express our idea and creativity to make our entry become interesting. We had eagerly completed our entry and worked hard to prepare. Some activity we took included taking pictures, several meetings and also brain storming sessions for the idea needed to be expressed in the entry. Over several meetings we had to discuss the preparation without affecting our daily job in the company. This was very challenging !

We submitted our entry after all the preparation and waited for the announcement from Contact Center World to hear if we had won a "ticket" to present at the conference. Finally the announcement came, We were so happy because we had secured opportunities in several categories including ours, design

Our next stage of this amazing journey had begun– the planning for the event phase. We continued to prepare and spent some time creating video clips and presentation slides to share our design. Our competition spirit was fantastic. The goal was to try and win some medals for our great company and to make our nation proud.

Not only did we work hard on the presentation we had to think about our overall presentation style and image - We needed to have a colorful outfit to reflect the spirit of our contact center design. So, we decided to wear orange-coats during the presentation

 

The Event

This was the first time we attended this prestigious event and we had heard so many great things we had high expectations. Have to write these were met from start to finish! On the first day we had a briefing from Raj on technical aspects. We checked our presentation with ContactCenterWorld tech team to ensure the presentation slides would work as planned. We also had a chance to view the technology we would use – microphones, slide system and walk the stage we would be presenting from. Although we were excited we were also nervous! We would be speaking in front of APAC participants who are there to compete with us!.

We tried to have a little practicing where to stand and we knew the next day the conference would be in full swing.

Our contact center design category was on day 4 – we had 3 days to watch other participants. We watched how others participants shared their practices and how they performed. Our leader, SB Diah Pudjiastuti presented on day 1 for Leadership and Large Contact Center Best Practices. Also our colleage, Cahyadini presented on day 2 for Incentive Scheme Category. We, Team Hutchison were proud to be there and we worked hard to support each other.

Day by day the conference progressed really well. Our day (day 4) was rapidly approaching. We became more nervous! As we approached the stage at our time on day 4 nerves were taken over by excitement – it was our turn to share what we do be and we did our best to ensure every one in the event got our message around the importance and value of great Contact Center Design. Then came the questions from the audience - we needed to think fast and give complete answers – don’t underestimate, the whole thing was a challenge but exciting!

After the presentation, we had time to relax. We continued to watch other best performers share what they do. This was as exciting - we could share with each other what we’ve done to make our center become better and better. And this was priceless moment for us to get many ideas and very good actions from the other presenters in Asia Pacific.

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....CONTENT CONTINUED BELOW

Gala time!

We couldn’t wait to the Gala dinner! We wanted to know the result !. We all dressed up to attend this Gala. We took the bus provided by ContactCenterWorld and went with some friends from other countries we met at the event. It was exiting time to be networking. We knew each other already from the presentations and also bowling networking events !

When we arrived and we stepped into the gala dinner ballroom, we sat down at our allocated table, enjoyed a tasty dinner and waited eagerly for the results. It was great. Our contact center design got bronze medal ! It was our first time in this event and we got a medal ! It was very great......we were very happy then ! Then Esther and I went to the stage and received the bronze medal from Raj, took some photos and celebrated. t was an amazing time for us, standing up in the stage with other best performers in APAC.

Overall, our team won 4 medals.

  • Silver Medal for Best Incentive Scheme ( our colleague Cahyadini )
  • Bronze Medal for Best Contact Center ( our Leader SB.Diah Pudjiastuti )
  • Bronze Medal for Best Outsourcing Partnership ( our Leader SB.Diah Pudjiastuti )
  • Bronze Medal for Contact Center Design ( I and Esther )


Priceless moments !

After that we all celebrated and networked – it was fun and memorizeable for us. Sadly, time passed by quickly and we had o go back to the hotel after the Gala Dinner finished

Back at the office, some colleagues asked about our experience. We told them our exiting experience and how we got the medals. Colleagues congratulated us for the medals. That said, it was not easy. It was a prestigious achivement that we got. We were all proud that we could get the medals. And this encouraged us to do better and better. To partipate to share our best practice in contact center world event.

Prestigious and unforgetable event....and our Journey to be the best continues, we need to achieve more !

Eko Wiyanto. Jakarta,2012

For more information on entering the Contact Center World Awards click here

 


About Hutchison 3G:
Company LogoA telecommunication company in Indonesia
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Today's Tip of the Day - Selection Systems

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

Published: Saturday, October 13, 2012

Printer Friendly Version Printer friendly version

2022 Buyers Guide Computer Telephony Integration

 
1.) 
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.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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