Simply Contact is a global company with Ukrainian roots specializing in customer support services. Its 700+ specialists work across six countries in Europe, handling more than 10 million requests each year in 20 languages and multiple time zones.
The company’s story began in 2013, with just 15 employees and its first clients in the banking sector. Today, Simply Contact supports companies in IT, fintech, retail, aviation & travel, mobility, and beyond.
Simply Contact works with Wizz Air, a company well known to Ukrainians. The partnership began in 2020 and has been successfully continuing for five years, with services provided in ten languages. At the same time, in early 2022, the Simply Contact team voluntarily launched a hotline for the Office of the President of Ukraine in just one day.
Strong business growth and top-tier customer ratings in 2024 propelled Simply Contact into the OA500 Global Outsourcing Firm (BPO) Index 2024 — the annual ranking of the 500 leading outsourcing companies worldwide. For its rapid volunteer response during the crisis, the company also won the Best Crisis Management Approach award — one of the most prestigious recognitions in global customer service.
«Awards are not an end in themselves, but rather a confirmation of quality. We’re constantly communicating with people who come to us with problems — sometimes complex or critical ones. Our mission is simple: solve their issue, leave them satisfied, and ensure the company gains a loyal customer,» shares Ellina Bronnikova, CMO of Simply Contact.
These awards confirm that the team’s high performance is not about isolated wins, but a consistent standard of work. We’ve gathered several cases that clearly demonstrate this consistency.
Best Customer Service BPO, CX Awards 2025
This award honors the top companies in customer experience. Simply Contact won thanks to:
- Support in 20+ languages
- Up to 70% cost savings for clients compared to in-house teams
- Measurable results on KPIs, such as 95% first-call resolution and a 30% reduction in average handling time (AHT) for Wizz Air.
The CX Awards also highlight innovation, where Simply Contact impressed with transparent Power BI analytics and a hybrid operating model for rapid scaling. As one jury member noted, the company «knows how to prove its value in practice.»
Gold Globee® Award for Excellence in AI-Powered Customer Service
This award honors companies for the best use of artificial intelligence in customer service. One might ask: What does «best» really mean in this context? In Simply Contact’s case, the recognition went to its AI assistant for voice calls, successfully resolving 100% of customer inquiries in less than 30 seconds.
Simply Contact created this AI assistant for a medical startup, giving it a natural voice to provide 24/7 customer support. During the pilot on the German customer line, every single inquiry was resolved in under 30 seconds. At the same time, the rejection rate fell from 30% to 0%, while customer satisfaction grew thanks to instant support.
Silver Globee® Winner for Excellence in Technology
Alongside gold, Simply Contact also earned silver in a category topped by Amazon Web Services (AWS). Beating much larger competitors with in-house AI innovations proved the company’s ability to compete at a global level.
«This case really shows what matters to us. We’re not chasing trophies. Our ambitions lie in quality and in competing with global leaders on things that truly matter, like AI,» says Bronnikova.
The company emphasizes that its awards prove that the strategies and solutions provided to clients succeed. This «success» is recognized by independent experts with international reputations and significant experience in customer support.
Two Stevie Awards for Customer Service Excellence
The Stevie Awards once again underscore this point: Simply Contact was recognized as a leading provider of outsourced customer service and an industry innovator. The 19th annual ceremony featured stiff competition, with 176 contenders from around the world. The Ukrainian team received two awards — silver for customer service and bronze for innovation in artificial intelligence.
Ellina Bronnikova points out another, less obvious aspect:
«Many people approach awards as if it’s just a matter of filling out a form and submitting an application. That doesn’t work in our case. The industry requires real cases, not just talk. To win, you need to work closely with the client — implement technological solutions, identify areas for improvement, and gather high-quality, measurable metrics. That’s why we say: winning a competition ultimately means having a satisfied customer.»
