LONDON – 27 November 2024 – Foundever®, a global leader in the customer experience (CX) industry, is delighted to announce that it was awarded in seven categories at the 2024 European Contact Centre & Customer Service Awards (ECCCSAs) including three Gold, two Silver and two Bronze awards. The in-person award ceremony took place at Evolution, in central London, on Tuesday 26 November 2024, with Foundever being both the Technology Sponsor and a two-time Category Sponsor.
The continued innovation demonstrated by Foundever within the CX sector resulted in the company being named a 25-time finalist over 17 categories spanning across operational excellence, employee experience and customer experience. On the night, Foundever was awarded in the following categories:
- Gold – Greatest Impact of Artificial Intelligence (AI): Foundever & Zenarate AI onboarding solution
- Gold – Best BPO Partnership: Foundever & John Lewis & Partners
- Gold – Best Supporting Team: Foundever Continuous Improvement centre of excellence (Multilingual region)
- Silver – Most Effective Learning & Development Programme: Foundever Serbia
- Silver – Outsourced Contact Centre of the Year: Foundever UK
- Bronze – Best BPO Partnership: Foundever & Heathrow Airport
- Bronze – Best Pan-European Contact Centre Operation: Foundever & multinational medical devices and health care company
“Congratulations to Foundever,” said Professor Moira Clark, Chair of the Judges for the 2024 ECCCSAs. “Winning three golds at the ECCCSAs is an incredible achievement and a real testament to the work they are doing to improve the customer experience. The competition at these awards is strong; the independent volunteer judges listened to their stories and questioned them against the criteria. They proved to be making the biggest difference to their operation.”
A highlight of the evening was the recognition of an AI Training solution deployed by Foundever and developed by Zenarate AI. The solution uses advanced natural language processing and simulation capabilities to generate advanced, realistic roleplay simulations for agents, providing real-time feedback and learner proficiency tracking in various languages. The award was won by our Foundever team for a key strategic global client, with the solution available across our different international locations.
The judges also recognised Foundever as Highly Commended in the following categories:
- Best Multilingual Customer Service: Foundever & multinational medical devices and health care company
- Most Effective Sales Approach: Foundever & Virgin Media O2
The company was also selected as a finalist in the following categories:
- Greatest Impact of Artificial Intelligence (AI):
- Foundever & Volkswagen voicebot
- Foundever & Kellogg’s machine translation
- Foundever & Naturgy RPA and production time reduction
- Best Supporting Team: Foundever UK Learning & Development team
- Best BPO Partnership: Foundever & OVO
- Most Effective Improvement Initiative: Foundever Greece & Expedia Group
- Most Effective Learning & Development Programme: Foundever UK
- Greatest Environment, Social and Governance (ESG) Impact: Foundever Portugal
- Best Customer Centric Culture: Foundever UK, Swansea MAX team
- Best Employee Experience: Foundever UK Employee Experience
- Best Use of Data & Insights: Foundever Europe
- Best Customer Experience Redesign: Foundever & JLR
- Best Innovation in Customer Service: Foundever & beauty brand social care
- Best Approach to Supporting Vulnerable Customers: Foundever & multinational medical devices and health care company
- Best Customer Service Team: Foundever & Assurant
- Best Customer Service into Europe: Foundever South Africa
“It is a true honour to have been awarded in seven categories at the European Contact Centre & Customer Service Awards 2024,” said Maria Harju, EVP, Enterprise Operating Standards & Global Clients at Foundever. “We take great pride in our human-centric customer experience solutions, and this recognition is a testament to the hard work of everyone throughout our organisation. The award programme honours Europe’s top organisations, teams and projects, and we are thrilled to see our efforts and accomplishments acknowledged on such a broad stage. This achievement underscores the strength of our partnership with our clients, whose collaboration and trust enable us to continuously innovate and excel in delivering exceptional experiences.”
The annual ECCCSAs, now in its 24th year, is the longest-running and largest awards programme in the customer contact industry. The programme recognises organisations across Europe that are leading the way in delivering exceptional service to customers.
Learn more about the ECCCSAs here and for more information about Foundever, visit foundever.com.
About Foundever®
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our 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 our founder-led culture, enabling companies of all sizes and industries to transform their CX. Sitel Group and SYKES are now Foundever.
Get to know us at www.foundever.com and connect with us on LinkedIn, X, Facebook, YouTube and Instagram.
Media contacts
Rebecca Sanders, Foundever
media@foundever.com
Gabriel Hedengren, Camarco
foundever@camarco.co.uk