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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 - Bring Fun To Work

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

Published: Friday, March 5, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Analytics

Page: 12
1.) 
2Ring

2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.

Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.

A screen does not only mean a large plas...
(read more)

2.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

3.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

4.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

5.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time

6.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

7.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
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...
(read more)

8.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)

9.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

10.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

11.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

12.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

13.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

14.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

15.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

16.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

17.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

18.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)

19.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

20.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
 
Page: 12

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