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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 Logo# 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
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Today's Tip of the Day - Customer’s Expectations

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

Published: Friday, March 5, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Automation

 
1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
 

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