Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Article : Who Is the Best in Customer Service

With so many companies providing different services, the range in quality customer service must be just as diverse. We wanted to know which industry sectors provided great service and which ones were poor, so we asked industry professionals for their opinions.

- a survey by Joss Jalbert,

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Whilst there will be certain industries that stand out, I think you have ambassadors in every industry sector and others that will fail miserably. The ambassadors however, will all share a common ethos, which will be the desire and passion to deliver exceptional and tailored customer service, which is shared by all within the company. The industry which best realises these objectives, in my opinion, is in the hotel and restaurant industry. The industry that under-delivers, in my opinion, is in the public transport industry."

Linda Elam
Call Center - Manager
Guaranty Bank
United States

"Airlines and cruise lines are among the top competitors in the excellent service area today. Next would be the food market chain and the discount stores. Financial banks are running a close third with the auto industry and cable companies being at the bottom."

Dale Smith
Bridge Training and Events
United Kingdom

"In my experience as a customer I do not recall the last time a company gave me a positive memerable service. Wait - I take that back and I will name them as excellent at service delivery Molton Brown."

About Bridge Training and Events

Bridge Training and Events works closely with customer focused companies to transform employees into Living Brand® Champions.
....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!


Aminudin Zainodin
Assistant General Manager
Hong Leong Bank

"The Telco I guess. Reason being in Malaysia, people can't simple live without handphones. It has becoming the most important tools in our daily life & we do expect it to work 100% all the time. The telcos has been the 1st to realize the important of customer service & had been actively investing in Customer Service Technologies & people development to keep up with the momentum."

About Hong Leong Bank

Hong Leong Bank is a bank in Malaysia. Hong Leong Bank was founded by Lam Ji Chiew and began its operations in 1905 in Kuching, Sarawak under the name of Kwong Lee Mortgage & Remittance Company.
Silvio Stroescu
Head of National Channels, Analytics and Support

"The banking sector has been heavily scrutinized on a global scale over the last couple of years. Majority of the banks are responding well, some even making their customer service strategy a key value driver for clients. Extended hours of operation and the introduction of new channels of interaction with clients (i.e. online chat) are prime examples of a constantly improving customer experience in the banking sector. On the other hand, government offices seem to lag most industries in terms of customer service. It appears to be more difficult to establish a service oriented culture in these areas."

About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
Shannon McCain
Resource Development, Manager
Apple Vacations
United States

"BEST: Higher-end apparel and house ware retailers; WORST: Financial institutions and utilities. It seems the more you need a product, the less they need you!"

Phil Taylor
Head Of Sales & Service Toronto

"Telecommunications has been the sector I personally have had the most negative client experiences with in recent times. This is typically in relation to their size and the amount of people you need to speak with to have an issue resolved.

On the opposite side I found that the banking sector has truly come a long way in the past couple of years in improving and focusing on their customer service."

About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
Susan Weldy
Operations Manager
Southern Farm Bureau Casualty Ins. Co.
United States

"Smaller grocery chains and small businesses offer greeater personal customer service than the larger grocery stores or retail chains."

Jon Pickles
Comtec Group
United Kingdom

"Telephone companies are probably the worse in my opinion. The best seemt o be those who keep their call centres in the UK and who need your business: not those who you have no choice in using like energy services!"

Simon Lynch
Executive Manager Research Support Services

"In my experience, the financial sector generally provide better service. The Government sector is varied with telecommunications remaining at the bottom of the pile!"


CSIRO, the Commonwealth Scientific and Industrial Research Organisation, is Australia's national science agency and one of the largest and most diverse research agencies in the world.
Shankaran Nair

"Generally speaking look for companies who are on a customer acquisition binge for poor service! It is a matter of focus. When the focus is on acquisition (telecom, banks today) customer service tends to slide. When the industry is mature and market share is hard to retain/grow – the focus shifts to service as the differentiator. Very few enlightened companies are able to consistently see service as a key differentiator throughout the life cycle. The other dimension is the length of the channel. The more distance there is between the brand owner and the customer – the poorer service tends to get. Companies that have direct interactions with customers are in a sense forced to offer better service - for example airlines. Whereas companies with long trade channels (FMCG) rarely get called on to demonstrate service capability to the end customer."

About Servion

For more than 20 years, Servion has been trusted by customer-centric brands for architecting, implementing, and managing Contact Centers and Customer Experience (CX) solutions. Servion delivers comple... (read more)
Teck Heng Wang
Industry Watcher
Self employed

"Spas and resorts still are the ones providing great service, this is the customer promise and an experience we pay for. No frills products and convenience shops are still the ones which provide poorer service."

Sarah Bolton
Ernst & Young
United Kingdom

"My personal experience has been very positive in the UK financial service sector. I deal with several different organisation on a daily basis and am always impressed with the pragmatic and efficient way in which my contacts are handled."

About Ernst & Young

Ernst & Young (or "EY") is one of the largest professional services firms in the world and one of the Big Four auditors, along with PricewaterhouseCoopers (PwC), Deloitte Touche Tohmatsu (Deloitte) an... (read more)
John Gourdin
Call Center Director
Global Premier Benefits
United States

"The Financial sector as a whole does a pretty good job. I may not always agree with their policies or results, but the experience tends to suit my needs. The service industry, especially automotive, has a lot of area for opportunity. You often do not have real-time access to information and there is frequently inconsistencies in the information provided. I imagine this stems from the fact that service companies tend to be smaller regionalized organizations. As such, they may not have the capital to invest in automating and standardizing their service offering. Which means the quality of their customer service is contingent upon the mood or quality of the person you speak to."

Rupert Chislett
Queens Square Associates
United Kingdom

"Utilities and banks are usually highly variable. Telecoms companies usually very poor on technical and customer error issues where the chance to destroy brand is very high."

Jd Miller
Sr Director of Product Support
United States

"I am not sure you can break this down by sector - it depends on the company. Quality apparel retailers and higher end financial service providers seem to do pretty well with service. Poor service seems to be commonplace with utilities - cell phones, cable TV providers, etc."

About ADP

Automatic Data Processing provides business outsourcing solutions. ADP offers a wide range of HR, payroll, tax and benefits administration solutions from a single source. ADP's easy-to-use solution... (read more)
Jennifer Anderson
Director Client Support
United States

"Credit Card Services seem to be horrible, no one understands what they are saying. It took ten minutes once just to understand they wanted the security code and then they would not talk to me because my husband was the card holder - but he could not understand the dialect. We cancelled the card. Cellular companies seem to do an outstanding job."

About Manpower

ManpowerGroup is an American multinational human resource consulting firm headquartered in Milwaukee, Wisconsin, USA. Manpower provides recruitment and assessment, training and development, career man... (read more)
Cristian Perez
Socio Director
Adoria Consulting

"In my experience, travel and insurance companies tend to provide a good service. Telecoms, technical helpdesk and banking offer the poorest service."

Steve Callahan
Practice Development Director
The Nolan Company
United States

"Great service? Not industry specific really. In the end, "great" service depends on the person talking to your in person or on the phone. That means that the same place can give great service on second, and truly lousy the next, unless they have an exceptional talent management system. Not too many do."

Manfred Granig
Telesales Manager

"In Australia I believe that the tele-communications sector delivers poor service across the board and that insurance companies deliver good service especially to new customers."

Patricia Martin
Contact Center Manager
United States

"One of the most poor is the Medical field. Their billing is complicated and rarely correct. This causes the patient to spend valuable time debating charged. The Gambling industry "gets" the value of service. They go above and beyond to have their patrons be repeat customer."

Frank Prenninger
Account Executive
ORACLE Deutschland GmbH

"There is no specific industry sector providing better service than others. Innovative online businesses who listen to their customers usually provide better service."

About ORACLE Deutschland GmbH

Oracle’s solution for software companies enables companies to provide customer service and efficient sales operations, while helping to ensure ordering, fulfillment, and revenue recognition. With Orac... (read more)
Jonathan Grant
United Kingdom

"I have had some excellent service experiences from the financial sector as it understands the importance of having customer details to hand when it is required. It is essential that when a customer calls the contact centre operative knows what has been discussed in the past and also has the right expertise to deal with any enquiry. As soon as a consumer starts being transferred to different departments and has to provide their details more than once their experience begins to decline.

One of the worst offenders for service is web based businesses. Often these companies will deliberately hide contact details to keep all interaction online and ensure that contact centre communication is kept to a minimum. This can provide bad feeling, especially when a customer needs something resolved straight away."

About Vonage

Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communica... (read more)
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines

"The manufacturing industry are now providing great service because they have already identified that they should sub-contract their non-core business to contact centers and concentrate mostly on improving their products."

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
Chrissie Jay
Contact Centre Business Analyst
Nedbank Group Limited
South Africa

"- I think banks provide great service, the challenges they get 100 things right and it takes only one to spoil it. Most customers don't even see what they get right anymore, they just take it for granted. - Smaller one on one companies still provide a great interaction because they have to and its personal"

About Nedbank Group Limited

Nedbank Group Limited (Nedbank Group) is a bank holding company that operates as one of the four largest banking groups in South Africa through its principal banking subsidiaries, Nedbank Limited and... (read more)
Niels Kjellerup
Resource International

"Good to excellent service is provided by companies who understand how service adds value to their business model.
Bad service is provided by companies who have failed to see how service adds value to the companies future growth and profitability.
Worst service is provided by 1) Mobile Phone companies, 2) Credit Card companies, 3) Internetservice Providers and 3) IT Software companies."

Dave Thomson
European Marketing Manager
United Kingdom

"I don't think any industry stands out, but there are organizations that stand out e.g. Amazon for the ease of ordering on their website, the John Lewis Partnership for their helpful staff in store, Nationwide Building Society for their fast and efficient call center."

About Cisco

Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. The... (read more)
Ziad Khoury
Khoury Consulting, Inc.
United States

"Airlines typically provide poor customer service and five-star hotels typically provide great customer service."


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.
Company RSS Feed   Company Facebook   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Listen

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

Published: Thursday, April 29, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

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.

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.


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)


Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.


InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =