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News : World's Best Contact Centers in 2020 Announced

#contactcenterworld

Thunder Bay, Ontario
-
ContactCenterWorld is pleased to announce the winners of the 15th Annual Global Top Ranking Performers Awards from Best in World. The award winners were announced at an online awards ceremony broadcast worldwide to an audience over over 300 professionals on 25th February.

Every year sine 2006 ContactCenterWorld.com. the Global Association for Contact Center and Customer Engagement Best Practices, runs a global awards program, that many regard as the Olympics of the contact center world. Contact centers from all around the World compete head to head at regional heats them move on to the World finals which for 2020 was held online. The winners were announced Feb 25th.

The list of Gold medal winners is shown below (a full list is featured on the awards pages of ContactCenterWorld.com)

 

GOLD MEDAL WINNERS:

Company Awards (note we have several categories and sizes of centers recognised)

  • Dubai Police (United Arab Emirates) for Best Contact Center

  • Bimbo Bakeries USA (United States) for Best Contact Center

  • Coca-Cola Amatil (Indonesia) for Best Contact Center

  • Pertamina (Indonesia) for Best Contact Center

  • Ec3 (South Africa) for Best Contact Center

  • VeriCall (United Kingdom) for Best Contact Center

  • MassMutual (United States) for Best Contact Center

  • PT. Bank Central Asia, Tbk (Indonesia) for Best Contact Center

  • AssisTT (Turkey) for Best Contact Center

  • EXL Service (South Africa) for Best Contact Center

  • Pusula Call Center (Turkey) for Best Emergency Services Center

  • PT. Bank Central Asia, Tbk (Indonesia) for Best Help Desk

  • Vonage (United Kingdom) for Best Help Desk

  • Directorate General of Treasury (Indonesia) for Best Public Services Center

  • Bank Indonesia for Best Public Services Center

  • Pertamina (Indonesia) for Best Public Services Center

  • Pusula Call Center (Turkey) for Best Public Services Center

  • PT. Bank Central Asia, Tbk (Indonesia) for Best Customer Loyalty Program

  • Truphone (Portugal) for Best In Customer Service

  • Bank Aljazira (Saudi Arabia) for Best In Customer Service

  • Competence Call Center (Bosnia and Herzegovina) for Best In Customer Service

  • VeriCall (United Kingdom) for Best In Customer Service

  • Sompo Himawari Life Insurance Inc (Japan) for Best In Customer Service

  • PT. Bank Central Asia, Tbk (Indonesia) for Best In Customer Service

  • AssisTT (Turkey) for Best In Customer Service

  • Pusula Call Center (Turkey) for Best In Customer Service

  • PT. Bank Central Asia, Tbk (Indonesia) for Best Technology Innovation - Internal Solution

  • Ministry of Health Republic of Indonesia for Best Technology Innovation - Internal Solution

  • Tokopedia (Indonesia) for Best Technology Innovation - Internal Solution

  • Noetica (United Kingdom) for Best Technology Innovation Award Vendor - Live Agent Support Solution

  • PT. Bank Central Asia, Tbk (Indonesia) for Best Community Spirit

  • Ocular Technologies (South Africa) for Best Technology Innovation Award Vendor - Self-service Solution

  • Tokopedia (Indonesia) for Best use of Self-service Technology

  • Tokopedia (Indonesia) for Best Community Spirit

  • PT. Bank Central Asia, Tbk (Indonesia) for Best Contact Center Design Award

  • World Connection (Guatemala) for Best Contact Center Design Award

  • Pusula Call Center (Turkey) for Best Emergency Services Center

  • Tokopedia (Indonesia) for Best Home / Remote Agent Program

  • Bank Indonesia for Best use of Social Media in the Contact Center

  • Allianz Turkey (Turkey) for Best use of Social Media in the Contact Center

  • Tele2 Russia (Russia) for Best use of Social Media in the Contact Center

  • PT. Bank Central Asia, Tbk (Indonesia) for Best use of Social Media in the Contact Center

  • Ec3 (South Africa) for Best use of Social Media in the Contact Center

  • PT. Bank Central Asia, Tbk (Indonesia) for Green Contact Center

  • PT. Bank Central Asia, Tbk (Indonesia) for Best Direct Response Campaign

  • PT Visionet International (Indonesia) for Best Improvement Award - External Consulting / Training Service

  • Telkomsel (Indonesia) for Best Improvement Award - External Consulting / Training Service -

  • PT. Bank Central Asia, Tbk (Indonesia) for Best Incentive Scheme

  • PT. Bank Central Asia, Tbk (Indonesia) for Best Outbound Campaign

  • PT MITRACOMM EKASARANA (Indonesia) for Best Outsourcing Partnership & PT. Bank Central Asia, Tbk (Indonesia) for Best Outsourcing Partnership

  • Tele2 Russia (Russia) for Best Recruitment Campaign

  • PT. Bank Central Asia, Tbk (Indonesia) for Best Sales Campaign

  • Telkomsel (Indonesia) for Best Sales Campaign

 

Individual Awards (note these are broken down into several categories)

  • M Rizky Panji Indra of PT. Bank Central Asia, Tbk (Indonesia) for Best Analyst

  • Hitesh Sakhrani of EXL Service (South Africa) for Best Analyst

  • Rendar Mahardhika Putra of Coca-Cola Amatil (Indonesia) for Best Contact Center Executive / Director

  • Mohammed Al-Hammoudi of Dubai Police (United Arab Emirates) for Best Contact Center Executive / Director

  • Dave D'Arcy of Vonage (United Kingdom) for Best Contact Center Executive / Director

  • Pratap Rao of EXL Service (South Africa) for Best Contact Center Executive / Director

  • Nitesh Singh of DHL Express South Africa for Best Contact Center Operational Manager

  • Choerniadi Tomo of Pertamina (Indonesia) for Best Contact Center Operational Manager

  • Nurul Jubaedah of BANK BRI (Indonesia) for Best Contact Center Sales Professional

  • Sascha Hugo of EXL Service (South Africa) for Best Contact Center Sales Professional

  • Erya Sari Dewi of Bank Indonesia for Best Contact Center Supervisor

  • Rikrik Mudzakir of Pertamina (Indonesia) for Best Contact Center Supervisor

  • Via Rahma of PT. Bank Central Asia, Tbk (Indonesia) for Best Contact Center Support Professional - HR

  • Anthony Kosasi of PT. Bank Central Asia, Tbk (Indonesia) for Best Contact Center Support Professional – IT

  • Lisbeth Tampubolon of PT. Bank Central Asia, Tbk (Indonesia) for Best Contact Center Support Professional - Workforce Planning

  • William Morris of PT. Bank Central Asia, Tbk (Indonesia) for Best Contact Center Trainer

  • Kherianda Nadhilah of PT. Bank Central Asia, Tbk (Indonesia) for Best Customer Service Professional

  • Dimitri Pratamaputera Irman of Pertamina (Indonesia) for Best Customer Service Professional

  • Anastasia Marcelina of PT. Bank Central Asia, Tbk (Indonesia) for Best Project Manager

  • Harapan Takaryawan of Ministry of Communication Information Technology (MCIT) (Indonesia) for Best Project Manager

  • Angela Wanodya Sawangi of PT. Bank Central Asia, Tbk (Indonesia) for Best Sales Manager

  • Yusuf Andi Muchtisar of Tokopedia (Indonesia) for Client Services Manager

  • Riduan Simanjutak of Telkomsel (Indonesia) for Client Services Manager

  • Donal Juliyanto Waruwu of PT. Bank Central Asia, Tbk (Indonesia) for Quality Auditor

  • Fateeqah Bashir of EXL Service (South Africa) for Quality Auditor


The ContactCenterWorld Global Top Ranking Performers Awards are often referred to as the Olympics of the contact center world. It's the most prestigious awards
program devoted to the contact center (CC) & customer experience (CX) and has been running now for 16 years . More than 1,600 entries from organizations and individuals in 50 nations were submitted to the awards this year. The best of The World region was recognized with this award ceremony.

 

The Global Top Ranking Performers Awards recognize some of the best individuals and companies who strive for the highest level of customer experience, tech innovation, business strategies & employee engagement in our industry.

Commenting on the Global Top Ranking Performers Awards Winners, Raj Wadhwani, President of ContactCenterWorld.com said ‘"2020 was for us all a challenging year. Some entrants dropped out because of covid, but most continued on and saw this as a way to reward and motivate their staff during these extraordinary times. We also saw so many companies step up their game and submit even more ideas and best practices than ever before and despite the online awards program, it was hugely successful and very well received by the entrants ".


Gold Medal Award winner Tanay Tunçsoy from Pusula added
"Experiencing this competition was excellent. This was the first time we participated in a global competition. But now we are sure that this won’t be the last and it will become one of our company tradition. Firstly awarded in regional finals than being considered worthy for gold medals and a silver medal in global finals did us proud. We already started to work on for the Categories that we can participate for 2021 finals. During this long period we really understand that Contact Center World is really a great organization that touches millions all over the world. Thank you for your great efforts to support and help us. Having those most prestigious awards already made us recognizable and made us to spread our vision to become an universal company. ".

The 2021 awards are open for entries until 31.03.21. Find out more here : https://www.contactcenterworld.com/worldawards/

 

About ContactCenterWorld.com
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 205,000 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/register.aspx

#contactcenterworld




About Raj Wadhwani:
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

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 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Ask How Can I Help..

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

Published: Friday, March 5, 2021

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2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

2.) 
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.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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