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 ContactCenterWorld.com 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."
Head – WFM & MIS iSON XPERIENCES (SOUTH AFRICA)
"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. ContactCenterWorld.com 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: https://www.contactcenterworld.com/worldawards/
ContactCenterWorld.com, 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 http://www.contactcenterworld.com/join
About Saravanan Belusami:
After leaving Kings College in London with a degree in Physics, Raj Wadhwani, President of ContactCenterWorld.com, 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 CallCenterWorld.com and changed the name to ContactCenterWorld.com in 2001
# 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 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
Published: Wednesday, December 14, 2022
|1.)||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.
iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution.
This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
Aculab Cloud CPaaS
ACULAB Technologies is communication enabling company assisting our customers in all verticals with business and mission critical solutions to communicate securely and efficiently internally and for their customers and partners. We have a robust CPaaS (Communication Provider as a Service) supporting all methods of communications; sms, voice, data, etc. promoting fraud mitigation, improvement of identity and customer experience. We have a best of breed Voice & Face Recognition Biometrics Identity Solution and AMD- Answering Machine Detection. Key sectors are Contact Centre, IVR, Voice Broadcast, Conferencing, Healthcare, Finance, Insurance, Emergency Services and Defense/Government. www.aculab.com.
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.
|6.)||Alcor Consulting, Inc.|
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.
Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.
It has everything you need to deliver superior customer and employee experience.
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.
Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.
Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
|11.)||Arise Virtual Solutions|
The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat...
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
|14.)||Brook Trout Solutions|
CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.
|15.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.
Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.
With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!
|17.)||Cloud Call Center Search|
From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|18.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall