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Article : Report from The 2nd Contact Centre World Awards in Vegas

To View A Video Interview With Tim Cheesewright - Gold Medal Winner From The Contact Center World Awards - Click Here

Viva Las Vegas!
This year, the much-awaited Contact Center World Awards were held in Las Vegas, the city of glamour, glitter and lots of casinos.

We arrived in Las Vegas three days before the big event, and immediately were struck by the extravagance of the little town. We got straight into tourist mode and arranged a trip to see the Grand Canyon and the Hoover Dam via helicopter, a trip that I would totally recommend to anyone visiting Las Vegas. We spent day two down at the famous casino strip, MGM and Caesar’s Palace. Someone mentioned that Elton John was playing his famous red piano tour at the stadium built for Celine Dion. We enquired and were lucky to get front row seats for the show. Again, if you’re in Vegas you really must take the time to see one of the many shows that play there. We spent the next day by the pool enjoying the magnificent sunshine. Vegas only receives twelve centimeters of rainfall per year, so if you get there and it’s raining, your luck is probably not with you. After three days of sightseeing, playtime was over and we were primed and ready for the second annual Contact Center World Awards for contact center professionals and their organisations.

The Journey
Day one of the big event had finally arrived. The journey to get here took almost twelve months. Over six hundred companies put themselves forward to be the best in their field and first in their region. The best companies competed in their respective regions; Europe-Middle East and Africa, Asia–Pacific and the Americas, and the regional winners then pitted themselves against each other in Las Vegas. Thirty-two companies were now in the running for the Contact Center World Awards but there could only be eleven winners. This unique awards system had attracted some of the largest companies in the world. The people who hadn’t made it to the finals this year were already licking their wounds and preparing for next year.

The first day the group met and was welcomed by the president of Contact Center World, Raj Wadhwani. Each of the finalists was to give a presentation in the category for which they were nominated. By the end of the first presentation which was for the ‘Best trainer’, I knew that these people were here to win and that if you were not at the top of your game you would stand no chance at all.

Having been in the contact center industry for over twenty years, both in Australia and Overseas, and a past president of the Customer Contact Management Association (CCMA), I was not expecting to pick up very many new things. However, by the end of the first hour I had a whole page of notes, ideas and questions. I was amazed. Surely it couldn’t continue like this!

Let The Competition Begin
No other awards in the contact center industry have been set up like this. Here, the audiences were the real judges, so you had to prove yourself in front of people that knew exactly how the industry worked. Marketcom, our company, had been nominated in the outbound campaign area and I knew I had tough competition. My presentation came and my competitors’ followed, after which we had a session of questions (or should I say a grilling). If you’d put something in your presentation that was not properly explained or your facts were not a 100% accurate, you were definitely going to be caught out. I knew I had survived when my Aussie colleagues from the NAB gave me a smile and thumbs up. I could relax now and enjoy the rest of the conference. I thought I might even get down to the pool on day two.

The intensity and quality of the presentations and presenters continued through the entire day. The presenters for the ‘Best Supervisor’ award were so impressive I made sure to say hi, handed them my business card and offered them employment if they were ever in Melbourne.

The night came and there was a relaxing game of bowling planned for the evening. This will be fun, I thought. It most definitely was interesting because if you put a group of people who are driven in their pursuit to be the best, the competitive spirit doesn’t change when you put them together for a simple game of ten-pin bowling.

Day Two - Battle Of The Best
Day two began and I was interested to see whether the presentations were going to be of the same intensity and excellence that was demonstrated on day one. After the first few presentations of the day, I thought it had moved up a notch. The ‘Best team-leader’ award was fought out between three massive companies, HP, NAB and Sitel. First up was Steve Collier from NAB with twenty minutes of insight into ‘what it takes to be a good leader’. A terrific presentation that I knew would be really hard to beat. Next up was HP and that was impressive too. The competition was heating up and it was hard to decide between the two. Last but not least was Sitel with a very different presentation, which was again excellent. Clearly you could see why they were the Best of the Best. These presentations gave me another two pages of notes and ideas to think about. Being so engrossed in the conference, I didn’t get a chance to even think about going down to the pool. Some people who had only booked for day one were still there on day two, they had rescheduled flights and it was quite obvious why.

The last presentation of the day was for the ‘Best Contact Center’ award for 250+ seats. Once again NAB was featured and was up against Cross Country and Sitel Thus, followed three more fantastic presentations. I was in awe of the level of enthusiasm that everyone brought to the event. Once all was done, we could relax until the next night when our fate would be known.

That night was Halloween, and as anyone who has been to the States knows, this is a huge celebration. We had VIP tickets arranged at the nightclub and true to form like all contact centre professionals, we made the best of the evening. There was a cash prize of US $10,000 for the best costume. This was Vegas and in true Vegas Style some of the costumes were amazing and quite revealing. A special mention should be made to Raj and Chris from Contact Center World for wearing French maid uniforms. It was a great night and a great chance to rub shoulders with people who were clearly the leaders in the industry.

Day Three – Trade Secrets
Day three was where we had the chance to talk and explore ideas in an open forum. Never before have I had the opportunity to talk freely and ask questions about companies operations, secrets, leadership styles, Key Performance Indicators (KPIs) and problems from technology to staffing. There was a discussion on the hot topic of worlds’ best practice and it was decided from the group that we needed to rethink what this was. The customer, their needs and what they demanded had changed. Yet, we were still rolling out the old 90% calls answered in 20 seconds rule, when a lot of the leading companies were now suggesting that the number one KPI should be first call resolution.

The Gala Awards - A Night of Nights
It was like attending the Brownlow. All dressed up with partners, almost 200 people attended. The highlight of the evening was being entertained by the King himself, Elvis. The girls went wild (and so did some of the guys), everyone got into the mood. After slogging it out over the last three days, sharing ideas, challenging our practices and confirming that we are on the right track, we were now ready to find out who was the Best in the World.

At about 11.00 p.m. Vegas time the awards were announced for each category. Our table consisted of the Aussie contingent from NAB and of course my partner and myself. We were personal guests of the President and his fantastic staff who made it all happen, and not to forget Raj’s lovely wife Sharon (who is the brain behind the organisation!).

Awards were announced for each of the categories. When it came to the award for the ‘Best Outbound Campaign’ it was announced that Marketcom had won Gold. The announcement came with screams and claps from the audience. I accepted the award humbly for the great people at Marketcom.

Gold, Gold, Gold to Australia, We had done it! The night continued in this way, jubilation for some and disappointment for others. The truth is, everyone was a winner, especially the industry.

It was time for the announcement of the ‘Best Leader’ award and the ‘Best Contact Center’ Award. I was sitting next to Steve Collier when he was named the winner for the ‘Best Leader’ award and the whole table erupted with applause. Two golds for Australia! Unfortunately they did not win the next award and you could feel the disappointment. However, it was evident they knew they had put themselves against the best and just been beaten on the day. Gerard, also from NAB, turned to me and said “Next year we will make that last step.”

Aussie Aussie Aussie OI! OI! OI!
The awards night ended with a great round of applause to all the participants for being great sports and to the organisers for putting on such a wonderful event.

The awards were over for another year. We all partied until the early hours of the morning. As new friends, we said our farewells knowing we had been part of something special. We ended with ‘see you next year’ for an even bigger and better awards night, where we know we will be competing against the best in the industry.

Until I see you next, let me ask you this:
Would YOU be brave enough to see where your organisation stands compared to the rest of the world?

For more information on the Contact Center World Awards in 2008, please follow this link:

For information on how to enter the 2008 Contact Center World Awards, please follow this link:


About Tim Cheesewright:
Tim Cheesewright is a Managing Director for Marketcom in Australia. He is also a former President of the Customer Contact Management Association (CCMA).

About Marketcom:
Company LogoMarketcom was established in 2002, over the last 10 years has had 1000 of companies in Australia better communicate to their customers and win new customers through its lead generation programs. Winner of the 2007 Asia pacific and World Award for Outbound Campaign.
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Today's Tip of the Day - Simplicity, Simplicity, Simplicity!

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

Published: Monday, December 31, 2007

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2022 Buyers Guide Cloud Contact Center Solutions

Page: 1234
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.

Premium Listing
iNextrix Technologies

iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution.
This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.

Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)


Aculab Cloud CPaaS
ACULAB Technologies is communication enabling company assisting our customers in all verticals with business and mission critical solutions to communicate securely and efficiently internally and for their customers and partners. We have a robust CPaaS (Communication Provider as a Service) supporting all methods of communications; sms, voice, data, etc. promoting fraud mitigation, improvement of identity and customer experience. We have a best of breed Voice & Face Recognition Biometrics Identity Solution and AMD- Answering Machine Detection. Key sectors are Contact Centre, IVR, Voice Broadcast, Conferencing, Healthcare, Finance, Insurance, Emergency Services and Defense/Government.

Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

Alcor Consulting, Inc.

Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.


Contact Center
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.

Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.

It has everything you need to deliver superior customer and employee experience.


Alvaria Cloud
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.


Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.


Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

Britannic Technologies

INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.

Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

(read more)


Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)
Page: 1234

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