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Article : World’s Best Contact Centers and Contact Center Practitioners Announced at Stunning Gala Awards Gala

World’s Best Contact Centers and Practitioners Announced at Stunning Gala Awards Gala

Las Vegas, NV USA – Friday 2nd November 2012 – – The Global Association for Contact Center Best Practices and Networking hosted a stunning industry awards gala where the very best were recognized and honored.

Attendees from China, UK, USA, Canada, Mexico, Ukraine, Portugal, Indonesia, Haiti, South Africa, Russia, Japan, Hong Kong, Indonesia, Malaysia, Poland, Singapore, Australia and others were in attendance I what is regarded by many as the ultimate industry recognition – the annual Top Ranking Performer Awards from (find out more

In announcing the 2012 award winners, Raj Wadhwani, President honored all those who participated and shared their best practices. He reflected on the amazing success of the annual awards and how it was inspired by a quest for sharing amongst contact center professionals.

The awards gala also featured Marveless Mark and a Rock Star theme where attendees were invited to play instruments live on stage.

The 2012 award winners – best in the Contact Center World are as follows:

Best Small Contact Center – Inhouse

-Gold: QNet (Malsyasia)

-Silver: Bank Aljazira (Saudi Arabia)

-Bronze: Acronis Inc. (Russia)


Best Small Contact Center – Outsourced

-Gold: SOFTBANK MOBILE Corp. (Japan)

-Silver: Orion Contact Center Services (USA)

-Bronze: GoResponse (UK)

Best Mid-sized Contact Center - Inhouse

-Gold: DHL EXPRESS (Turkey)

-Silver: Housing & Development Board (Singapore)

-Bronze: Western Power (Australia)

-4th Place: Scotiabank (Jamaica)

-5th Place: MSD (Japan)

Best Mid-sized Contact Center - Outsourced

-Gold: NTT Solco corp. (Japan)

Best Large Contact Center - Outsourced

-Gold: Teleperformance (Portugal)

-Silver: Agero (USA)

-Bronze: VADS Business Process Sdn. Bhd. (Malaysia)

Best Help Desk

-Gold: Singtel (Singapre)

-Silver: Acronis (Russia)

Best Large Contact Center - Inhouse

-Gold: PT. Bank Central Asia, TBK (Indonesia)

-Silver: National Australia Bank (Australia)

-Bronze: DHL Express (USA)

-4th Place: Bank Mandiri (Indonesia)

-5th Place: Guangzhou Customer Service Center, GuangDong Co.,Ltd, China Mobile Group (China)

Best Use of Social Media

-Gold: Guangzhou Customer Service Center, GuangDong Co.,Ltd, China Mobile Group (China)

-Silver: Bank Mandiri (Indonesia)

Best Green Contact Center

-Gold: PT Astra International Tbk – AstraWorld (Indonesia)

-Silver: LoyaltyOne (Canada)

-Bronze: PT. Bank Central Asia, TBK (Indonesia)

Best Customer Loyalty Program

-Gold: VADS Business Process Sdn. Bhd. (Malaysia)

-Silver: PT. Bank Central Asia, TBK (Indonesia)

Best Customer Service - Inhouse

-Gold: Optimus (Portugal)

-Silver: SingTel (Singapore)

-Bronze: Vivint Inc (USA)

-4th Place: PT. Bank Central Asia, TBK (Indonesia)

Best Customer Service - Outsourced

-Gold: Agero (USA)

-Silver: AssisTT (Turkey)

Best Home / Remote Agent Programs

-Gold: ZON (Portugal)

-Silver: LoyaltyOne (Canada)

-Bronze: iiNet (Australia)

Best Recruitment

-Gold: CMC (Turkey)

-Silver: PT Astra International Tbk – AstraWorld (Indonesia)

-Bronze: PT. Bank Central Asia, TBK (Indonesia)

Best Contact Center Executive

-Gold: Malou Caluza, Chief of Network Services QNet Ltd (Hong Kong)

-Silver: Tim Izatt, Customer Services Director Vivint Inc (USA)

-Bronze: Mark Kirby, Managing Director GoResponse (UK)

Best Workforce Planning Professional

-Gold: Vijay Vettiyamkunnath, Head: Campaign Management O'Keeffe & Swartz (South Africa)

-Silver: Anna Yee, Assistant General Manager, Operations Support & Development VADS Business Process Sdn. Bhd. (Malaysia)

-Bronze; Daniel Iyan David Nababan, Assistant Manager Bank Mandiri (Indonesia)

Best Operational Manager

-Gold: Sue Coe, National Client Services Manager, Shine Lawyers (Australia)

-Silver: Ryan Kleynhans, Contact Centre Manager Volkswagen Group (South Africa)

-Bronze: Samantha Panto, Associate Director MassMutual (USA)

Best Supervisor

-Gold: Erich Sunarta, Supervisor PT. Bank Central Asia, TBK (Indonesia)

-Silver: Rennee Smith, Customer Care Leader LoyaltyOne (Canada)

-Bronze: Dillon Pillay, Sales Manager O'Keeffe & Swartz (South Africa)

Best Sales Professional

-Gold: Narado Smith, Team Leader Scotiabank (Jamaica)

-Silver: A. Rakhmat Taufiq, Outbound Specialist, Directorate General of Taxes (Indonesia)

-Bronze: Tetyana Nemyrska, Xerox corp. Dedicated Agent Adelina CC (Ukraine)

-4th Place: DIANI EKA RAHMI LUBIS, Telesales Agent PT Astra International Tbk – AstraWorld (Indonesia)

Best Trainer

-Gold: Yusi Rahima, Supervisor Trainer PT. Bank Central Asia, TBK (Indonesia)

-Silver: Begum Kocaefe, Excellent Service Measurement and Development Unit TEB (Turkey)

-Bronze: Roman Grysyo, The Staff Trainer Specialist Adelina Holding LLC (Ukraine)

Best Contact Center Incentive Scheme

-Gold: OCIS Group (Australia)

-Silver: Affinion Group (USA)

Best IT Professional

-Gold: Marco da Silva, IT Operating Manager, O'Keeffe & Swartz (South Africa)

Best HR Professional

-Gold: Indah Rungkat, Professional HR, PT. Bank Central Asia, TBK (Indonesia)

-Silver: Christine Kopp, Health and Wellness Leader, ACCENT Marketing Services (USA)

-Bronze: Gita Nrangwesty, Manager, Bank Mandiri (Indonesia)

Best Self-Service Technology for the Contact Center

-Gold: SOFTBANK BB (Japan)

-Silver: Turkcell Global Bilgi (Turkey)

-Bronze: FedEx (USA)

Best Technological Solutions developed Internally

-Gold: ZON (Portugal)

-Silver: PT. Bank Central Asia, TBK (Indonesia)

Best Contact Center Design

-Gold: SingTel (Malaysia)

-Silver: ZON (Portugal)

-Bronze: ACCENT Marketing Services (USA)

Best Quality Auditor

-Gold: Karen Greco, Director, Business Optimization, Unified (USA)

-Silver: Mxolisi Dube, Quality Assurance Manager, O'Keeffe & Swartz (South Africa)

Best Direct Response Campaign

-Gold: 4LifeDirect (Poland)

-Silver: PT Astra International Tbk – AstraWorld (Indonesia)

-Bronze: PT. Bank Central Asia, TBK (Indonesia)

Best Outbound Campaign

-Gold: VADS Business Process Sdn. Bhd. (Malaysia)

-Silver: O'Keeffe & Swartz (South Africa)

Best Outsourcing Partnership

-Gold: Turkcell Global Bilgi & Ministry of Labour and Social Security (Turkey)

-Silver: C3/CustomerContactChannels & Universal American (USA)

-Bronze: VADS Business Process Sdn. Bhd. & Tabung Haji (Malaysia)

-4th Place: PT Astra International Tbk – AstraWorld & PT Astra Otopart (Indonesia)

Best Community Spirit Programs

-Gold: Affinion Group (USA)

-Silver: ZON (Portugal)

-Bronze: PT. Bank Central Asia, TBK (Indonesia)

Best Sales Campaign

-Gold: 4LifeDirect (Poland)

-Silver: VADS Business Process Sdn. Bhd. (Indonesia)

-Bronze: PT Astra International – AstraWorld (Indonesia)

Today's Tip of the Day - Social Activities Help Motivate

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

Published: Sunday, November 4, 2012

Printer Friendly Version Printer friendly version

2023 Buyers Guide IVR

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.

Computer Data Services, LLC

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

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

eGain Corporation

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.


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

Nuxiba Technologies

Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

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...
(read more)

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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