Partners
Headline Sponsor
Sabio
Sabio Group is delighted to support the 2024 European Contact Centre & Customer Service Awards as main event sponsors.
Sabio provides solutions and services to help organisations use technology to deliver efficient and engaging experiences for their customers and employees.
Through their own solutions, and that of world-class technology leaders such as Amazon, Avaya, Genesys, Google, Microsoft, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica and Transcom Worldwide.
Entertainment Sponsor
Alorica
Alorica is a trusted global leader in customer experience management, operating from 18 countries, spanning the globe. Alorica provides CX services to clients across all industries, from customer care to financial solutions and digital services.
We employ more than 100,000 passionate problem solvers, covering over 35 languages, making lives better through positive customer interactions—at every touchpoint—across voice, chat and social.
Leveraging innovative technologies, including real-time translation, intelligent automation, and a comprehensive analytics suite, we support the world’s most respected brands to create insanely great experiences.
Sponsors
BPA Quality
BPA Quality has over 30 years’ experience in Contact Centre Quality, Training, and Experience management. They work with some of the world’s biggest brands to collaboratively connect quality, data, and experiences across the enterprise, and deliver increased sales, retention, cost optimisation and profitability.
CCI Group
The CCI group of companies is one of the top providers of customer management services in Africa, supporting domestic and international clients. Headquartered in the UAE, the group comprises of companies across the African continent servicing brands from the United Kingdom, United States, Australia, New Zealand, South Africa, Kenya and others.’
Our vision is to be the largest and most respected outsourcer in Africa by offering world class solutions that derive value for our clients and their customers. Our mission is to continue being pioneers in new markets across Africa by investing in people and uplifting communities we operate in. We empower through training, with a focus on developing young professionals for careers in the BPO industry.
DDC Outsourcing
DDC Outsourcing Solutions (DDC OS), part of The DDC Group, is an experienced provider of business processing and customer services. Their transformational solutions continue to be delivered globally, from the UK to Bosnia, the Philippines and beyond.
Their multilingual, highly skilled workforce of over 5000 is their greatest asset. DDC OS offer solutions in over 30 languages from global service locations, supporting international markets for clients across retail, utilities, logistics and beyond. Moreover, they ensure their clients are available to their customers when they need it, 24/7/365.
evaluagent
evaluagent is a leading Quality Assurance and Improvement platform for contact centres, with over 10 years of experience helping companies around the world improve their QA capabilities. Our AI-powered platform allows you to achieve 100% conversation coverage and gain valuable insights from every call, ticket, live chat, and email. With automated compliance checks and a streamlined evaluation process, you can increase your QA productivity by 285%. Additionally, our platform includes features for providing feedback, coaching, and eLearning to improve FCR, CSAT, QA, and AHT. You can also track and analyse performance metrics, correlations between QA and CSAT, and the impact of training on agent development with a single, reliable source of data. Ultimately, our platform helps you create better customer experiences by improving the skills and performance of your agents.
Foundever
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, they’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Foundever’s innovative CX solutions, technology and expertise are designed to support the operational needs of their clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of their founder-led culture, enabling companies of all sizes and industries to transform their CX.
Genesys
Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of their cloud, digital and AI technologies, organisations can realise Experience as a Service®, their vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
HP | Poly
Part of HP’s portfolio of hybrid work solutions, Poly creates premium audio and video products so you can have your best meeting — anywhere, anytime, every time. With Poly, you’ll do more than just show up, you’ll stand out.
Intradiem
Intradiem believes technology should be used to empower workers, not replace them. Their patented, AI-powered contact centre automation technology integrates with WFM, ACD, and other systems and processes their data output in real time, revealing unused capacity that can be redirected to its most productive use. Through real-time monitoring of schedules, call volume and workflow, Intradiem delivers unprecedented call-handling support and identifies opportunities to deliver breaks, training, and other time-sensitive tasks within the flow of actual conditions. Intradiem help contact centres boost operating efficiency, enhance agent engagement, and improve end-customer experiences while delivering concrete savings and same-year investment return.
Nice
At NICE, they are passionate about removing the friction between companies and consumers, creating extraordinary experiences that build brand loyalty and create unbreakable bonds. They enable organisations to address today’s consumer and employee expectations, by delivering effortless, consistent, and personalised digital-first experiences with CXone, the world’s leading cloud CX platform. NICE are known for their innovation and comprehensive end-to-end CX approach, combining digital entry points, journey orchestration, smart self-service, prepared agents and complete performance suite, all embedded with their purpose-built CX Analytics, AI, and domain expertise.
Noon Dalton
Established in 2009, Noon Dalton is a Global Business Services provider, offering customer experience and back-office support. We create customized, tech-enabled teams that deliver exactly what you need, when you need it. Our focus is on finding the right people in the right place, building the right process for you. The result is High Quality, Low Cost, High Impact. As a company, we strive for social sustainability with our global talent pool, and through Impact Sourcing, respect our people, and support their families, their communities, and the planet. Our clients engage us to build custom teams to help meet their growth targets, with leading-edge technology and the best talent for the best possible price. Creating industry-leading resources that are accessible by everyone.
Kerv
Kerv is a purpose-led cloud and digital services organisation with a mission to “harness the power of technology for the good of our people, our customers, our society and our planet”. Kerv’s unique go-to-market strategy offers a suite of cloud-led enterprise software applications, consulting services, cloud networking, information security, software development, data and AI – delivered via specialist technology practices; preserving deep sector and technology expertise, working together for complex transformational projects.
Odigo
Odigo is a leading Contact Centre as a Service (CCaaS) solutions provider. The company helps brands connect with customers anytime and anywhere with easy-to-integrate, cloud-based solutions that can be tailored to the needs of large organisations. A 30-year history of industry firsts makes Odigo the global partner of choice, with a growing presence across all markets and sectors. Thanks to its proprietary technology, Odigo delivers a smooth, channel-less experience for customers and a satisfying and secure experience for agents. Today, more than 400,000 end-users benefit from Odigo’s solutions in more than 250 companies around the world. Odigo is a proud sponsor of the European Contact Centre & Customer Service Awards; the longest running, largest and most prestigious awards programme in the customer contact industry. It is an honour to be part of this event and exciting to see individuals, teams and organisations recognised by such an esteemed organisation for their outstanding contributions to our industry.
Smart Numbers
Smartnumbers authenticates callers and detects fraud in real-time, combining the power of AI and community, they build a world of trust in every call.
The impact of fraud is alarming, affecting millions of people and costing the UK alone almost £7bn, which accounts for 40% of all crime. Shockingly, 61% of fraud is connected to the contact centre, with one in every 500 calls coming from a fraudster.
Unfortunately, current authentication methods often frustrate genuine customers, create inefficiencies and fail to stop fraudsters who conceal or manipulate their phone number. With 58% of fraudsters withholding their number, spotting the concealed risk can be challenging.
Smartnumbers are revolutionising the industry by equipping organisations with real-time insight into the risk of a caller. They combine artificial intelligence, deep domain knowledge and a consortium of confirmed fraudsters to prevent fraud and streamline customer experience.
The Knowledge Group (tkg)
The Knowledge Group (tkg) are a fresh thinking and disruptive sourcing firm, who deliver next generation outsourcing services. They ensure organisations can source and manage their business services quickly, without compromising on quality, with a combination of digital tools, a global marketplace and industry-leading business process outsourcing services. tkg empower organisations to source and outsource better. With their smart end-to-end eco-system solutions, buyers can choose a combination of our buy, build and operate programmes. From running a sourcing process, to implementing and setting up a project, to managing the day-to-day operational governance, they’ve got you covered.
TTEC
TTEC (pronounced T-TEC) Holdings, Inc. (NASDAQ:TTEC) is a leading global CX (customer experience) technology and services innovator for AI-enabled digital CX solutions. Serving iconic and disruptive brands, TTEC’s outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Leveraging next-gen digital technology, the company’s TTEC Digital business designs, builds, and operates omnichannel contact center technology, CRM, AI, and analytics solutions. The company’s TTEC Engage business delivers AI-enabled customer engagement, customer acquisition and growth, tech support, back office, and fraud prevention services. Founded in 1982, the company’s singular obsession with CX excellence has earned it leading client, customer, and employee satisfaction scores across the globe. The company’s over 60,000 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. To learn more visit us at ttec.com.
UK National Contact Centre Academy
Developing the contact centre management professional is at the heart of the CCMA values. That’s why the UK National Contact Centre Academy was formed. This unique training organisation draws on the broad and practical in-depth contact centre experience at the CCMA. Our trainers have led best practice and award winning operations. No matter where you are in your contact centre career, we’re here to help. From developing a confident advisor, to becoming an effective Team Manager and Contact Centre Professional, to succeeding as a strategic leader in customer contact, our training programmes will help you achieve your goals.
Ventrica
Ventrica is one of the UK’s leading and best-known customer management outsourcers. Our vision is to revolutionise customer experience with agile technology and exceptional human interaction through the power of empathy. We strive to be the partner of choice for personalised customer management solutions, creating an inspired and collaborative workplace that enables our diverse, and empowered, team to deliver the highest levels of service and value for our clients.
Renowned for high quality, we’re customer experience specialists at the forefront of the digital revolution and offer intelligent omnichannel customer management and ITO services and custom software for the contact centre industry. Digital transformation and the use of intelligent automation are underpinned by the most important part of our business – our people, fondly known in the industry as Ventricans.
We’re dedicated to helping our clients achieve customer service excellence – and we have the awards to prove it.
Webex by CISCO
Webex is a leading provider of cloud-based collaboration solutions for Hybrid Work and Customer Experience. The Webex Suite of meetings, messaging, calling, events and more, Cisco Devices, Webex Contact Center, and Communications Platform as a Service (CPaaS) leverage AI-driven innovation across audio, video, and natural language. Webex’s flexible approach to AI delivers improved business results while ensuring security and privacy by design. Webex partners with leading technology providers to enhance workflows through a unified application and interface.
yoummday
yoummday’s proprietary work@home operating system is a technology platform that combines workforce recruitment, training, scheduling, and management with a CX marketplace. Companies get access to a comprehensive outsourcing software solution and a global workforce of freelance customer care and sales professionals for a fraction of the cost of a traditional BPO. They benefit from a modular software solution and the opportunity to instantly recruit a scalable CX workforce from over 11,000 vetted and verified multilingual freelancers.
Association Partners
ADMEZ
ADMEZ has been an association for data driven marketing, distance selling and call centers for almost three decades. It organises the largest call center conference in the Czech Republic (since 2001), the Czech Contact Center Award competition (since 2014), but also smaller work events, such as the contact center professional club as a discussion and networking platform for middle management. The association tries to cooperate with the state administration in creating conditions (not only) for the business of contact centers.
ECCA (European Contact Centre Alliance)
The European Customer Contact Alliance, ECCA, was founded in 2023 in response to contact centre association leaders across Europe coming together to share best practice and to raise the profile of the contact centre industry across Europe.
ECCA is a collaboration network for national customer contact membership bodies across Europe with a focus on supporting the members of these associations through building relationships across Europe. It replaces ECCCO (the European Confederation of Contact Centre Organisations) that had operated successfully for several years before disbanding in 2018.
It’s flagship event is the celebration of excellence at the European Contact Centre & Customer Service Awards, which has been recognising contact centre and customer service operations since 1999. The winners of these awards share their stories through The Exchange, a three-day virtual event.
ARFC (French Association in Customer Experience)
The customer experience corresponds to the perceptions and experiences that the customer has throughout his journey with the company. In a context of increased competition, technological acceleration and renewal of uses, it constitutes a key value for the company. We like to say that the customer experience is a journey! The AFRC accompanies this journey and paces the transformation of companies and the economy through the Customer Experience.
APCC
APCC is the only Association representing the Contact Center Industry in Portugal. Among our 110 Members, there are all the major Contact Center Outsourcers, as well as technology, consulting, training, and equipment providers. The larger Companies from sectors such as Banking and Insurance, Health, Telecommunications, Utilities, among others are also represented in APCC. APCC is a non-profitable organization, founded in 2004 with one main goal, to assure sustainable growth to the industry and support and represent its Members. The main activities are two International Conferences, in Lisbon and Oporto, organizing the APCC Best Awards, the Fortius Awards, the International Contact Center Week, webinars and thematic meetings. In order to spread the best practices, APCC developed the Seal of Quality, a certification methodology available to all Companies, Members or not.
Belgian Customer Contact Association
Customer Contact is the Belgian association of customer services and contact centres. Together with CXForum, we unite within our network more than 2,000 customer contact professionals and represent over 100,000 customer contact employees. We strive to connect businesses, customers and employees. We want customers to experience customer contact as valuable, employees to do their jobs with pleasure and passion and companies to position their customer contact in a central way. A good customer experience starts with great customer contacts.
CCMA
The CCMA (Call Centre Management Association) is the leading industry body representing the largest community of UK contact centre professionals. Our mission is to support contact centre leaders to enable them to deliver business success and to be a valued place for industry professionals to network and learn.
Large or small, being part of the largest community of contact centre professionals means your contact centre team can benefit from opportunities to meet their peers, senior leaders and industry professionals, share best practice and improve skills and knowledge through learning and specialist training opportunities.
CCV
The Customer Service & Call Center Verband Deutschland e. V. (CCV) is the voice of the German customer service and call center industry and its service providers. The industry, which employs over 560,000 people, includes both independent service and in-house call centers in companies. With its member companies, CCV represents leading customer service units and call and contact centers from the retail, finance, industry and service sectors. As the largest association in this sector, it represents interests towards the media and politics and is a recognized platform within the industry for the exchange of specialist information. CCV also offers an extensive network for the best industry contacts.
CIM
For over 100 years, CIM has supported, represented and developed marketers, teams, leaders and the profession. We’re the world’s leading professional marketing body with a global membership base, including studying and professional members and Chartered Marketers. We believe marketing is the critical factor in driving long term organisational performance. Our mission is to create marketing advantage for the benefit of professionals, business and society.
FEDMA
The principal aim of FEDMA is to promote and protect the European data driven marketing industry by creating greater acceptance and usage of data marketing by European consumers and business communities. FEDMA develops ethical standards for the industry to ensure greater consumer trust, and fights for the freedom of communication by encouraging European institutions to ensure a healthy commercial and legislative environment within which the industry may operate and develop.
CXMA Turkey
We have 57 members from different sectors, %54 of our members are in-house call centers and we represent 70% of the industry in Turkiye. Our purpose:
- Bring to perfection to call center services, customer experience management and technologies in Turkiye
- Guiding and leading to call centers, customer experience management companies of the Turkiye
- To make Turkiye, a regional and global base in the field of call center services and customer experience management and techlnologies
Topics focus on:
- Change of the call center frase
- Relations with the state
- Making the Turkiye a center of customer experience management and services
- Building up sectoral standards, employee experience and standards
- New networking platforms
- Gender equality
- Cooperations and commitees
- Raising awareness of the importance of the customer experience management
UCCAI (Ukrainian Contact Center Association)
UCCAI (Ukrainian Contact Center Association) started its work on April 30, 2010. The UCCAI has been actively involved in European market research, and has been regularly conducting its own. Twice a year, the UCCAI holds an industry conference, which is repeatedly attended by European market representatives. Due to recent events in Ukraine and the need to preserve the industry, the association is undergoing major structural changes and complete renewal, including rebranding and new communication channels. Despite the existing difficulties, contact centers continue their work and actively adapt to new conditions.
Media Partners
CMI Magazine
CMI Customer management insights is the Italian magazine that talks about customer centricity and data centricity. The themes of the insights proposed in 2023 are personalization, customer service, loyalty and customer experience.
Call & Contact Centre Expo
The highly anticipated free-to-attend Call & Contact Centre Expo returns to the ExCeL, London, on the 27th & 28th November 2024!
If you want to discover the latest innovations and strategies for enhancing your customer experience, you can’t miss the Call & Contact Centre Expo. This is the UK’s biggest event for customer engagement professionals, featuring over 100 exhibitors, 80 seminars, and 3,500 plus visitors. You’ll get to network with industry experts, learn from world-class speakers, and explore cutting-edge solutions for your call and contact centre challenges. Whether you’re looking for new technology, training, consultancy, or outsourcing, you’ll find it all at the Call & Contact Centre Expo. Don’t miss this opportunity to transform your customer experience and boost your business growth.
ContactBabel
ContactBabel is the contact centre industry expert. If you have a question about how the industry works, or where it’s heading, the chances are we have the answer. We help US and UK contact centres compare themselves to their closest competitors so they can understand what they are doing well, what needs to improve and how they can do this. The coverage provided by our massive and ongoing primary research projects is matched by our experience analysing the contact centre industry. We understand how technology, people and process best fit together, and how they will work collectively in the future. If you have a question about the contact centre and CX industry, please get in touch.
Contact-Centres.com
147 Media Ltd is based just outside of the University City of Cambridge and was launched in June 2001 to publish contact-centres; originally in printed format we subsequently went’ digital’ in May 2005 both with the strap line ‘everything contact centres’. Experience of publishing both online and in print format confirmed that the fastest way to get up to date news and information to our subscribers was to concentrate solely on the website – which we did. Using this philosophy we aim to bring our subscribers the most up to date news and information from the contact centre industry; to achieve this we have built a network of contacts within contact centres, PR and marketing agencies.
Contact Centres & Customer Services Summit
The Contact Centre & Customer Services Summit is a highly targeted event focusing on core industry topics and connections between customer contact centre professionals, and those that supply to the industry. Taking place 11th & 12th September at Hilton Deansgate, Manchester, it’s entirely free for industry buyers to attend, and will host 1200+ bespoke 1-2-1 meetings, as well as a series of insightful seminars. Attendance includes full hospitality, an evening drinks reception, networking dinner and accommodation.
Following the Contact Centre & Customer Services Summit, the CX Solutions Summit will take place on the 19th October at Hilton, Canary Wharf, London. It involves a series of seminars and a chance to network with industry peers, and includes a buffet lunch and refreshments throughout.
cmm360
cmm360 – The Platform for Customer Relations Stars & Service Champions As an independent magazine, cmm360 reports continuously online and in print on developments and trends in the design of sustainable customer relationships and unique customer experiences. cmm360 – a thematic look beyond the horizon In addition to technological innovations, the focus is on strategic as well as organisational customer projects: from practical business cases to interviews with inspiring personalities, amusing columns and exciting podcasts – relevant content for business developers, CRM managers, customer service champions, CX managers, marketing managers, product owners, sales managers and business developers across all sectors.
Distribuição Hoje Magazine
Distribuição Hoje Magazine is a B2B omnichannel platform for connecting professionals and sharing successful practices, trends and innovation in the areas of retail, brands and customer experience. It is the benchmark and the main source of information for these professionals, being an important link between the various players and decision-makers in these sectors. A fortnightly newsletter addresses the topic of Customer Experience with a broad spectrum of information, focusing on the consumer journey and the importance of the customer experience as the basis of the consumption ecosystem.
Get out of Wrap
Get out of Wrap is a contact centre industry company for sharing everything that happens in our industry. The first UK podcast of it’s kind has been running over three years bringing you entertaining and insightful content all about contact centres. Now complimented by Linkedin Live TV & audio shows Get out of Wrap’s mission is to help everyone in our industry and outside the industry know whats going on.
Intelligent Sourcing
Intelligent Sourcing Magazine is the leading independent print and digital magazine of choice for senior sourcing professionals. Produced quarterly the magazine produces independent editorial covering a number of areas including BPO, ITO, Locations, CX, RPA, AI and more. Now in its tenth year the magazine attracts contribution and partnerships from leading academics, analysts and thought leaders while servicing global vendors and investment agencies.
Ziptone
Ziptone is the independent and ‘online only’ business medium for customer contact professionals in The Netherlands and Belgium. We inform and inspire our readers through daily news, interviews, analyses, research, case studies and background articles about processes, HR and technology in customer service, contact centres and CX. Ziptone collaborates with more than 25 knowledge partners (leaders in contactcenter-related technology, consultancy, BPO and HR) that facilitate and support our medium.