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News : Merchants Competes in 11 Categories at 16th Annual CCW Awards

#contactcenterworld, @ccmerchbpo

Business process outsourcing (BPO) provider and customer experience partner, Merchants, is proud to announce that it has been chosen as a regional finalist in 11 categories in ContactCentreWorld’s 16th Annual Global Awards, which look to reward excellence in contact centers, employee engagement, customer experience (CX) and business strategies.

ContactCentreWorld is the world’s largest contact centre association. The 2021 Top Ranking Performers Awards attracted over 2000 entries from over 80 nations. Now in its 16th year, these awards are regarded by many as the most prestigious awards in the industry and a few even refer to them as being like the Olympics for our industry as it's not just company competing against the company, but nation against nation!

As a business, Merchants is eligible for the award for ‘Best Home/Remote Agent Program’ for its ‘office-in-a-box’ solution - Ekhaya. Meaning ‘home’, the solution contains all the necessary tools and technology to transform any home into a full-functioning contact centre – including an uninterruptable power supply (UPS), fibre connectivity, home office furniture, security and real time collaboration tools, such as a smartphone and visual display unit. While Merchants has deployed this work from home (WFH) solution to several of its over 2000 agents who currently WFH, it can be implemented across verticals and sectors.

"WFH solutions have been largely underutilised by the BPO sector until now - deployed mainly as a disaster recovery tactic," explains Merchants Group CRO, Mat Conn. "It is now more important than ever, as we look to drive business continuity in an ever-evolving world – as businesses and individuals grapple with pressing issues like the COVID-19 pandemic, civil unrest and natural disasters."

At an individual level, Merchants has several team members who have qualified as finalists across ten categories including ‘Best Contact Centre Operational Manager’, ‘Best Contact Centre Supervisor’, ‘Best Contact Centre Support Professional’ and ‘Best Customer Service Professional’.

"We are incredibly proud of the people who power our business," says Conn. "The strides we have made as a business over the last 40 years would have been impossible without the passionate, hardworking individuals that make up our teams and business units."

Conn explains that Merchants has a unique philosophy around providing the best possible CX. "We believe that employees who feel valued, heard and seen by their employer are far more likely to provide the best possible experience to the end customer. Employee experience is directly in line with the ability to provide a positive, personalized customer experience."

Should Merchants receive Gold or Silver for any of these awards at the Europe, Middle East & Africa regional conference in August, the business is then eligible to compete in the global finals with the winners from the other regions – Asia Pacific and North & South Americas.

At a regional level, between 2016 and 2021, Merchants was awarded 14 titles – including ‘Best Mid-Size Contact Centre’, ‘Best Help Desk’, ‘Best Leader’ and ‘Best Client Service Manager’ in ContactCentreWorld’s annual awards. Globally, Merchants was named 2016’s ‘Best Workforce Management (WFM) Planner’, and took the awards for ‘Best Leader/Executive’, ‘Best Trainer’, ‘Best Quality Auditor’ and ‘Best Client Services Manager’ in 2017.

The Top Ranking Performers Awards are the ultimate industry awards for the contact center industry and are exclusively available from - the Global Association for Contact Center & Customer Engagement Best Practices with around 205,000 members in 200 countries.

"We are extremely proud of our achievements this far, and wish all the other regional finalists the very best of luck for this year’s awards," concludes Conn.

#contactcenterworld, @ccmerchbpo

About Merchants SA (South Africa):
Company LogoMerchants is a customer management partner specialising in business process outsourcing (BPO) that delivers customer experience and customer interactions. We believe that people matter, so we focus on using the right technology to create the right experience for people. We have been creating and managing contact centre operations around the world to blue chip clients since 1981. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards in the contact centre industry. We are passionate about people. As providers in service excellence, we set the standards for global customer satisfaction, client delight and employee engagement.
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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 - Information Gathering Saves Your Company …

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

Published: Thursday, August 5, 2021

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2021 Buyers Guide IVR

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

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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