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Dec 2022 and the best in the world are crowned in Malta, the tiny little island nation known for its endurance, fortitude and resilience! All the award entrants went above and beyond the call of duty to out perform what we saw earlier this year as they jostled for that top spot – to be named World Champion 2022!

Over 4 action packed days presentation after presentation after presentation was made in front of industry experts at the 17th annual NEXT GENERATION Contact Center & CX Best Practices event. Computers and tablets at the ready, judges at the event and remotely around the world rated each presentation based on the quality of ideas presented to help rank the entrants into their respective positions . Of course first place got the Gold and what a magnificent event it was.

Everyone had a blast at the luxurious Westin Dragonara as they were thrown idea after idea, best practice after best practice and in between, networking enabled everyone to not just make contacts but true friends and enlarge the ContactCenterWorld family.

Side activities such as bowling and tours of the fantastic island were also included for those who wanted to chill, unwind and enjoy the company of their new found friends, or to re kindle relationships that were stalled during the 2 years of Covid when the event was run online!

Awards were presented to individuals, teams and companies. Raj Wadhwani, President of ContactCenterWorld added "I have been in this space for over 32 years now. It’s my passion and when I get to meet and hear from these amazing people as they share their best practices, many of which others would say are secrets, I reflect on the fact that this is still a people industry and people make it. Its about passion of the people and not just a company award that really matters and that’s why we always recognize people first. This was an amazing year overall and I was delighted that so many took the time to travel from the other side of the world to meet up and be part of this great event. Its about inspiration and this comes across so much."

Awards were presented starting with people and team awards then the Dream Team awards – we will tell you more about that later this week and we concluded with the company awards. We threw in a surprise as well to those who consistently excel at the world class level and announced the first recipients of the Certified World Class Accreditation which takes 3 years to earn! Details in a separate release!

The full list of winners is at the link below comments from some of the winners

"On behalf of the team, we would like to say thank you for the recognitions it was truly a great honor to be one of the best in the world especially for employee engagement and sales campaign program. It’s been our 3 consecutive years participated in this prestigious awards for the contact center industry around the world. These recognitions have shifted what the outside world perceived our industry. Today and tomorrow the contact center industry will be the core of the business and not become the second or even third layer anymore and this is what we’ve have fight during our tenure as contact center professionals. For CCEP Indonesia we are continue to share our contact center journey with this community and also build this community together."
Head of Contact Center, Coca-Cola Europacific Partners Indonesia

"this is the first time DBS Indonesia participated in prestigious competitions and won gold award for both categories that we registered at APAC and global level! We've learnt a lot from the best practices and motivated us to improve and compete again next year!"
SVP, Head of Customer Center, DBS Indonesia

"The ContactCenterWorld Awards remain the premier global event. Not only learning from the best, the networking alone makes this is no brainer to attend. "
CMO, EC3 South Africa

"I had a great time at the global event, gold helps. I came back with over 20+ handwritten pages of notes to share with the team. My head is still spinning with ideas. One of which will be my entry into the podcast space to expand on the ideas I shared at the conference (stay tuned!). I hope to return next year and motivate as many colleagues as possible to come along."
Business Pro Analyst, NRC Providence IGT USA

"It was a great pleasure to be a part of the Contact Center World Global Awards. Meeting people who are the best in their areas and hearing about the best practices from all over the world was exciting and instructive. Of course representing my organization, sharing insights and finally being awarded with the gold will be a memorable memory forever. Many thanks for the whole participants and Contact Center World teams for making this come true. Look forward to the next events in 2023."
Global Sales Manager, Stellantis/Webhelp Turkiye

"The customer is at the center of all we do, so to be recognized as the best of the best at the recent event and win the Global Gold medal for "Best in Customer Service" is such a great honor and tribute to everyone at our company – it’s also a great illustration of how we live out our company mission statement every day which states, "Great Products…LEGENDARY CUSTOMER EXPERIENCES"
VP of Customer Success Showdown Displays USA

"It was an immense pleasure to represent iSON XPERIENCES at a Global Platform the very first time. Because I was physically there, I can vouch for the integrity of your events and will continue to participate in upcoming events along with my team. Being recognised & awarded at a Global Level is something that was never expected and it won’t be justified if I don’t consider this as
Dreams Come True."

"This is THE EVENT for world-class CUSTOMER SERVICE !
Learn, share and benchmark your best practices. For Caixa Geral de Depósitos, it was paramount and truly impactful to acknowledge that our Remote Banking is one of the best improvement strategies in the world."
We learned a lot. Many thanks for the excellent venue at Malta."
Director Central, Caixa Geral de Depósitos Portugal

"MultiChoice is honored by the accolades received from Contact Center World at this year’s Global Awards. This event not only allowed us to see how we compare against the best in the world, but we also learned a lot from them"
Executive Head: Customer Care’ Mutlichoice, South Africa

"Contact Centre World provides a platform for industry professionals to connect with each other and share best practice. The 7 awards we won reaffirms our customer-centricity and continuous improvements which aim to make banking services seamless and friction-less."

Manager, Culture & People Experience, HSBC Hong Kong

"It is such a huge honor to win gold at the Global Conference because it is an endorsement of the hard work and dedication of our teams for both the individual and corporate awards. Winning Best Executive is a testament to the remarkable people I have the privilege to lead, and Contact Center World provides another outlet for our teams to show their pride in their work. The Contact Center World Global Conference is an amazing opportunity to network with the best in the best in the industry as well as meet lifelong friends from the around the world. The event is essential for professional growth in a super fun environment!"
Chief Operating Officer at ONQ Panama

"Being in the live organization for the world's most transparent and prestigious event was amazing. Having many tips and ideas from the participants from all around the world was instructive. Besides the medals we won, being recognized as World Class Company is a great honor. Thank you all delegates and Contact Center World team."
Project Manager, Pusula Call Center Turkiye

"It is with great pleasure that Teleperformance Portugal announces the winning of four gold medals (Best Contact Center Design, Best Recruitment Campaign, Best Wellness Program and Best Remote Program) and one silver medal (Best Improvement) at the Contact Center World Awards 2022. For our company, this is a real validation of the exceptional work our teams do every year, focusing on attracting great talent while creating the best remote or office conditions focused on quality and well-being. The Contact Center World Awards not only give us the opportunity to showcase our talent, but also to share industry best practices with other companies from around the world,"

Chief Client Solutions Officer, Teleperformance Portugal

Access the full winners listing here

This is the 17th edition of the truly remarkably and ground breaking awards program and as we enter the 18th year Raj Wadhwani added "We have found year after year that the best are just getting better and better. In a year when many of us have experienced often dreadful service from companies, the organizations represented at this event in Malta were the notable exceptions - they have passionate people delivering truly word class services to internal and external customers. It’s like the best are just getting further and further ahead and this award program proves it without a doubt!"

Wadhwani concluded "As the most prestigious and challenging awards in the Contact Center World, we help elevate the best of the best to compete against others around the World. In fact these are so prestigious they can affect the perception of a nation in the eyes of the industry! It’s not about which country has the most centers, but which are the best and you will be surprised to learn that nations like the US, UK, Ireland, even the Philippines have an overall poor global rating! The awards showcases the differences around the world very clearly!"

About the Global Top Ranking Performer Awards
The ContactCenterWorld, Global Top Ranking Performers Awards are the most prestigious awards program in the contact center (CC) & customer experience (CX) industry. has been organizing this unique program for 17 years now.

In 2022, more than 80 nations best participated in the awards

The 2023 '18th Annual' ContactCenterWorld Top Ranking Performers Awards are now open. Want to represent your nation? With over 50 categories, here is the link:

About, 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 215,000 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 Raj Wadhwani 🍁:
After leaving Kings College in London with a degree in Physics, Raj Wadhwani, President of, spent his early years in a sales & marketing role with market leaders such as Unilever & Lafarge. In 1996 he set up his own call center consultancy & training company. Over the next 3 years his company won awards for customer care, he trained hundreds of managers from major corporations on how to manage their call centers and advised corporations on strategy & performance management. In 1999 he set up and changed the name to in 2001

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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Published: Wednesday, December 21, 2022

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2024 Buyers Guide IVR

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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.

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

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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.

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...
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Voice Self Service
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...
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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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