The CCV Quality Award recognises excellence in customer satisfaction, employee orientation and IT innovation in customer dialogue. Organised by Call Center Verband Deutschland e. V. (CCV) and the trade journal TeleTalk, the prizes were awarded in Berlin Friedrichshain. This year, the joint solution from mobile.de and oneclick AG prevailed in the IT Innovation category.
The 16th presentation of the CCV Quality Award was held as part of the annual conference of the call and contact center industry in 2019 under the motto “Auf die Preise, fertig, los!”. Manfred Stockmann, CCV Honorary President and Chairman of the Jury, praised the winning companies in the competition: “The range of projects was very diverse and showed different approaches to solving the complex challenges in our industry environment. The jury team was able to convince itself of the performance in everyday operations on site.”
“The award winners demonstrate the high level at which customer dialogue can be conducted and technical support provided in Germany today. We would therefore like to thank all companies for submitting their projects and thus helping to communicate great achievements in our industry to the outside world,” added Dirk Egelseer, CCV President.
In her laudatory speech, Verena Fink, expert for customer-centered innovation at Woodpecker Finch GmbH, looked to the future. In the age of big data and artificial intelligence, IT is developing more than ever into the backbone for a successful customer dialogue. In particular, the support of the employees in their daily work is a prerequisite for technology to be able to work profitably towards the customer. A creative extra round in the implementation could also provide the decisive impetus for the special user experience in the team.
“I am extremely proud of the CCV Quality Award in the IT Innovation category. Together with our technical partner oneclick AG and our sales centers, we have succeeded in establishing a virtual desktop interface based on a streaming solution that contains the central telephony platform Hermès.Net of our service partner Sogedes GmbH with a live interface to our data management system Salesforce. The dashboard software Giant from Fusionex from Malaysia is linked to this interface, which not only enables us to access all sales services live, but is also virtualised on the sales surfaces using data glasses, thus bringing the team leader closer to the team,” says Matthias Schmidt, Sales Manager SME at mobile.de.
Dominik Birgelen, CEO of oneclick AG, added: “We are very pleased that our partner mobile.de has received the CCV Quality Award for our joint project. We offer mobile.de the technical basis for efficient and innovative sales management by providing relevant information in data glasses. The basis is the combination of different applications and data in one digital workspace, as it is possible via our oneclick™ platform“.
“On behalf of my team and our partners, I would like to thank you for the technical award! Winning the CCV Quality Award 2019 shows once again that mobile.de is working on innovations at many levels that will continue to support our customers in making optimum use of our services in the future,” concludes Matthias Schmidt.
About the CCV Quality Award
The CCV Quality Award is the highest German award in the call and contact center industry. It is awarded annually by the CCV and the trade journal TeleTalk in three regular categories. The award ceremony took place on 14 November 2019 as part of the annual conference of the call and contact center industry in Berlin. The quality award is exclusively supported by the award sponsors Poly and infinIT.cx as well as Content Guru. Information can be found at www.quality-award.de and on the annual conference of the call and contact centre industry: “Smarter, Interactive, Call Centre” at www.ccv-jahrestagung.de.
About the CCV
The Call Center Association Germany e. V. (CCV) is the voice of the German call and contact center industry and its service providers. In addition to independent service centers, the branch of industry with over 540,000 employees also includes in-house call centers in companies. With its member companies, CCV represents the leading call and contact centers in commerce, finance, industry and services. As the largest association in this field, it represents the interests of the media and politics and is a recognised platform within the industry for the exchange of specialist information. CCV also offers an extensive network for the best contacts in the industry. www.callcenter-verband.de