Instead of dismissing the contact center as an unwanted cost, many modern businesses embrace it as a pathway to unparalleled customer loyalty and business value. As a result, many modern contact centers are reaching new heights in terms of workplace culture, technological performance and customer experience design.
Some, however, are reaching just a big higher than others. These powerhouses received nominations – if not victories – at the 2019 CCW Excellence Awards Gala.
Hosted by Dan Burkland from Five9 and featuring comedy from Frank Caliendo, the show celebrated the best, brightest and most passionate in the customer contact space. Results follow:
End-User Categories
Customer Contact Leader of the Year
- Winner: Holly O’Neill – Bank of America
- Runner-Up: Aileen Allkins – Microsoft
- Honorable Mentions:
- Christy Benskin – United Healthcare Group
- Randy DeCoursey – Allstate Insurance Company
- Tim Heidemann – College Hunks Hauling Junk & Moving
Best in Class Contact Center (under 99 seats)
- Winner: College Hunks Hauling Junk & Moving
- Runner-Up: Northwestern Mutual
- Honorable Mentions:
- Gant Travel
- Marm Assistance
- RoamRight, an Arch Brand
Best in Class Contact Center (100-199 seats)
- Winner: Bullhorn
- Runner-Up: Idaho Central Credit Union
- Honorable Mentions:
- Bark
- Showdown Displays
- Valvoline
Best in Class Contact Center (over 200 seats)
- Winner: Electronic Arts
- Runner-Up: TIAA
- Honorable Mentions:
- Agilent Technologies
- Backcountry.com
- UPMC
Best Training & Development Program
- Winner: Microsoft
- Runner-Up: Samsung Electronics America
- Honorable Mentions:
- Agilent Technologies
- First American Title – SMS Division
- UPMC Health Plan
Best Contact Center Culture
- Winner: Electronic Arts
- Runner-Up: Southwest Airlines
- Honorable Mentions:
- Bark
- Navy Federal Credit Union
- United Healthcare
Vendor Categories:
BPO of the Year
- Winner: Alorica
- Runner-Up: Sitel Group
- Honorable Mentions:
- Acquire BPO
- Etech Global Services
- GlowTouch
Training & Development Solution of the Year
- Winner: ProcedureFlow
- Runner-Up: Etech Global Services
- Honorable Mentions:
- Alorica
- EducationFolder LLC
- TTEC
Omnichannel Solution of the Year
- Winner: Genesys
- Runner-Up: Clarabridge
- Honorable Mentions:
- Bright Pattern
- Nuance Communications
- Verint
Workforce Optimization Solution of the Year
- Winner: Verint
- Runner-Up: OpenText
- Honorable Mentions:
- Noble Systems
- Nuance Communications
- Start2Star Communications
Disruptive Technology of the Year
- Winner: Cogito Corp.
- Runner-Up: LIMITLESS Technology Limited
- Honorable Mentions:
- Etech Insights
- Lightico
- Unbabel