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News : 2021 Contact Center World Award Winners From Around The World Gather To Share Best Practices


Oct 2021 -- ContactCenterWorld is pleased to announce the winners of the 16th Annual Global Top Ranking Performers Awards from the 3 regions of the World. These individuals and organizations are the best in 2021 and will be sharing their respective best practices at the 2021 NEXT GENERATION Contact Center & Customer Engagement Best Practices Conference & Expo taking place 17-19th January 2022 ( T
his unique annual global conference is where ideas are shared that are often very unique, innovative and can be years ahead of where the industry is in terms of best practices, so its a great place to learn whats new, exciting and ground breaking!

All the companies and individuals below earned their spot at the Global event by achieving No.1 or No.2 ranking for their region of the world.

Their journey to win these awards and recognition began in 2020 when over 2000 entrants from 80 nations competed for the coveted awards known as the Contact Center World Awards (CCWA) Top Ranking Performers! The 2022 awards are now open - find out more here: 2022 Awards

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

Sharing Best Practices and competing for the World No.1 spot in contact center & CX best practices


  • ABSA
  • Aegon
  • Bank Central Asia, Tbk
  • Bank Indonesia
  • Borusan Otomotiv
  • BT Financial Group
  • Bukalapak
  • CallForce
  • Comdata
  • Convoso
  • DHL Express (K)
  • DHL Express Pakistan (PVT) Limited
  • Directorate General of Treasury
  • DSG
  • Ec3
  • Emmersion
  • Grab
  • Harman International
  • ING Bank
  • Invictus
  • Jabra
  • LinkAja
  • Mayen
  • Merchants SA
  • Ministry of Human Resources and Emiratisation
  • Nando's
  • OneLink BPO
  • ONQ
  • Pertamina
  • PT Nestle Indonesia
  • PT PLN (Persero)
  • PT Visionet International
  • PT Wyeth Nutrition Sduaenam
  • Pusula Call Center
  • RDI
  • Realpage
  • Ria Financial Services Inc.
  • Sestek
  • SITEL (formerly Sykes Asia, Inc)
  • Sun Basket
  • Tele2 Russia
  • Telkomsel
  • Tokopedia
  • Turk Ekonomi Bankasi
  • VeriCall
  • Vodafone
  • VTB Bank
  • Whyte Spyder
  • Zurich North America


  • Achatta Sindy Leomarti of Telkomsel
  • Adryansyah of LinkAja
  • Agus Gunawan of Telkomsel
  • Anastacia Yakhtenfeld of Tele2 Russia
  • Andi Husnul Hatimah of PT. Bank Central Asia, Tbk
  • Angela Wanodya Sawangi of PT. Bank Central Asia, Tbk
  • Annie Padayachee of DHL Express South Africa
  • Arik Dediyono of PT. Bank Central Asia,Tbk
  • Caitlin Morvidelli of ONQ
  • Cristina Merches of IGT USA
  • Dave D'Arcy of RingCentral UK
  • Dedi Setiawan of Bank Indonesia
  • Dery Aryana Sakti of Pertamina
  • Dewi Kartika Hadi of Tokopedia
  • Donny Nandika of Tokopedia
  • Erik Purwadi of PT. Bank Central Asia,Tbk
  • Evgenia Khogoeva of Tele2 Russia
  • Faldy Yudy of PT. Bank Central Asia, Tbk
  • German Kolomiets of Tele2 Russia
  • Hlabirwa Mohlala of Merchants SA
  • Irwan Setiawan of PT. Bank Central Asia,Tbk
  • Jane Karugi of DHL Express (K)
  • Jayanti Zainal of PT. Bank Central Asia,TbK
  • Kebone Thukhutha of Merchants SA
  • Keevin Andita Yuwono of PT. Bank Central Asia, Tbk
  • Lidia Velichko of Tele2 Russia
  • Linawaty Dwi Halianto of PT. Bank Central Asia, Tbk
  • Lucas Fuentes of ONQ
  • Luis Guardado of OneLink BPO
  • Maria Wibisono of PT. Bank Central Asia,Tbk
  • Melody Halim of
  • Merry Louise Gabriela Chandra of PT.Bank Central Asia, Tbk
  • Mery Susanti of Bank Negara Indonesia
  • Mlibazisi Sibanda of iContactBPO
  • Mochamad Wildan Nur Iman of Telkomsel
  • Nessma Hassanien of Raya CX
  • Nico Lase of PT. Bank Central Asia, Tbk
  • Nicole Singaram of Merchants SA
    Nugroho Juli Purnama of Directorate General of Treasury
  • Nur Ichsanto of Telkomsel
  • Olga Khrebtova of VOXYS
  • Rendar Mahardhika Putra of Coca-Cola Europacific Partners Indonesia
  • Romi Vander Hasiholan Sibarani of PT.Bank Central Asia, Tbk
  • Sean Hammerle of ONQ
  • Sergey Gorbunov of Tele2 Russia
  • Silda Agnesti of LinkAja
  • Sindhu Porwal of ICICI Lombard General Insurance Co. Ltd. (India)
  • Siska Utari of Pertamina
  • Tau Makoni of Merchants SA
  • Thabiso Aphane of DHL Express South Africa
  • Tine Ervina of Bukalapak
  • Trisha Govender of DHL Express South Africa
  • Via Rahma of PT. Bank Central Asia, Tbk
  • Yogi Prabowo of PT. Bank Central Asia
  • Zulfa Riza Yogatama of Telkomsel

ContactCenterWorld’s 17th Annual Global Top Ranking Performers Awards are open for applications here. An international prestigious awards program, recognizing leading contact center industry professionals and it will be hosted by President Raj Wadhwani.

We are the Global Association for Contact Center & Customer Engagement Best Practices. Founded in 1999, the leading organization providing a different class of international conferences & awards in the industry.

The benefit of entering this program is that it’s extremely competitive with some real high-class presenters. Association offer a free networking platform with over 210,000 members in 200 countries for professionals to connect with in the contact center community. You could follow the latest industry news, company blog, read the latest articles & interviews with some of the biggest brand names in our industry. Stay up to date research & job opportunities and much more.

In addition to all this, ContactCenterWorld hosts four conferences annually covering the World: Americas, Asia Pacific and Europe, Middle East & Africa. All regional finalists will compete at our World Finals for recogniotion as the ‘Best In The World’ in their respective category.

Finalists are selected by a team of elite senior contact center & CX international judges, and we pride ourselves on a fair and unbiased judging process. If you are ranked by you can gain a competitive advantage and increase brand value to help you attract new business investment.

17th Annual Global Top Ranking Performers Awards have 50+ Individual, Team and Corporate awards broken down into different sizes, in-house, outsourced & government with no sponsors competing. Gain 500+ tips and ideas at a typical regional awards event from those who run renters and CX programs, finalists share amazing best practices that all our delegates get access to.

Boost staff morale and improve employee motivation, show your staff that you really do care by actioning what you say. Winning at these awards attracts more business, retain customers and gain respect from customers who want to be associated with winners. Attract the best staff and show them you are a top employer by winning the ‘Dream Team’ award, an extra bit of recognition for the standout companies who provide an outstanding workplace for their employees.

Success Stories
ContactCenterWorld has many success stories from participants who have been promoted for their achievements at our awards, leading the way for others who want to climb the ladder to success.

One of our winners said "The ContactCenterWorld experience is priceless! The recognition casts a favorable eye on your call center immeasurably’. A great career step, our winners get noticed and become the next role models for their team."

Seam Hammerle, CEO of ONQ
"We continually praise our Family to anyone who will listen, so these awards are a testament to our entire company's hard work and dedication. I am so proud of each ONQ employee because they truly represent this Dream Team Award. I am incredibly proud of our individual award winners Caitlin and Lucas, and I am humbled to have received Best Executive. The ONQ executives and leadership team believe in constant encouragement and motivation, and we all hope that these awards help inspire our employees to achieve more in their professional development! Thank you, Contact Center World!"

Tau Makone, Gold Winner at Merchants / Mercedes BDC Team
"At Mercedes Benz, the slogan is 'the best or nothing', so that kind of fits into into the model and the mould, of course. They influenced our methods and the company values that we live that out as well. As Merchants, they're just over the moon and I'm very happy, they're very proud of the BDC you know, which is my department."

Clint Walman, Gold Winner and Director at BPO firm EC3
"I think this put us on the map and the impact it's made for us and for our staff. It really just made them super proud knowing that they were with an organization recognized not only in our own region in Africa, but obviously also in the world as well. For for new potential employees and people joining our family, it is a huge attraction as well that we were now suddenly stepping up and going up against the best in the world. So that has been amazing. And for us, as shareholders truly validated that our passion for really wanting to make a difference."

Nathalya Wani Sabu of Bank Central Asia, Executive Vice President
"Participating in Contact Center World is the best decision we ever had to develop and sharpen the capacity of our team members. The concept of this event allows us to compete and learn at the same time and of course, as representatives of our company and our nation, we can show the world that the practice of the contact center industry in Indonesia is recognized as the best and inspire others to do the same or even more. And I believe that through competition we can improve our competence, and it can increase our level and value as a person and as a professional. Thank you Raj for hosting such a great event for us to learn and compete fairly."

Gold Medal Award winner Muhammad Noorman Falaq of Grab, Head Of CX Project Manager
"We present this BEST CX Organization Gold award to our consumers and partners. And we are very thankful that the judges and the industry recognize our mission to empower and elevate the quality and economy of communities ".

Gold Medal Award winner Nugroho Juli Purnama of Directorate General of Treasury, Head of Customer Service
" I was so excited to hear when Raj called my name as the gold winner yesterday. This was everybody's achievement in our contact center. It’s also an honor that ContactCenterWorld has chosen me among other participants in the best Operational Manager category. But we have to realize that this achievement will not stop us. Just because we won the gold medal, we want to continue and show the world on how our contact center values has driven us to delivered the best services to our society.".

Gold Medal Award winner Tine Ervina of Bukalapak, AVP Cust. Satisfaction Management
"So happy and excited is the most dominating feeling when you can win a gold medal in one of the world-class competitions. But the most important thing, it's also brought my team/ company/ nation to the next level, always focusing on the company's quality of service for our beloved customers. So don't forget to celebrate this victory with our customers too!.".

Gold Medal Award winner Rudyanto Setia of Bank Central Asia, Tbk, Manager
"Im so honored and grateful and humbled for this award. Big thanks to CCW and BCA for the opportunity. And for all the support and kindness that I received. For the best contact center around the world in the future! Thank you. Moving To The Next Level!".

Gold Medal Award winner, Retno Widowati of Pertamina
"With a peaceful mind, I am learning from my learnings and being open to learn something new. My GOLD will be my new booster for the next step in my career!"

Gold Medal Award winner, Maximilian Rio V. Lim of PT Visionet Internasional (OVO)
"ContactCenterWorld Awards is a LIFECHANGING EXPERIENCE and make sure to give your best to INSPIRE"

Enter Now and compete with the best! The deadline to apply is February 2022

Find Out More:

For further information please contact

Raj Wadhwani
contact me

Elif Diplen
International Marketing Manager,
contact me

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 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.
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Today's Tip of the Day - Be Prepared!

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

Published: Thursday, October 21, 2021

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2021 Buyers Guide Computer Telephony Integration

AMC Technology

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.

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.

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.

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)

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.


CRM integration
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.


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


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.

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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