{"id":25082,"date":"2025-09-11T11:56:07","date_gmt":"2025-09-11T08:56:07","guid":{"rendered":"https:\/\/scroll.media\/?p=25082"},"modified":"2025-09-11T16:34:20","modified_gmt":"2025-09-11T13:34:20","slug":"simply-contact-wins-big-for-customer-experience-and-ai-innovation","status":"publish","type":"post","link":"https:\/\/scroll.media\/en\/2025\/09\/11\/simply-contact-wins-big-for-customer-experience-and-ai-innovation\/","title":{"rendered":"Simply Contact Wins Big for Customer Experience and AI Innovation"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The company\u2019s 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Simply Contact works with Wizz Air, a company well known to Ukrainians. The<a href=\"https:\/\/simplycontact.com\/cases\/contact-center-for-airlines\/\"> partnership began<\/a> 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<strong> <\/strong>launched a<a href=\"https:\/\/simplycontact.com\/cases\/government-outsourced-contact-center\/\"> hotline for the Office of the President of Ukraine<\/a> in just one day.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Strong business growth and top-tier customer ratings in 2024 propelled Simply Contact into the OA500 Global Outsourcing Firm (BPO) Index 2024 \u2014 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<strong> <\/strong>award \u2014 one of the most prestigious recognitions in global customer service.<\/p>\n\n\n\n<div class=\"wp-block-media-text is-stacked-on-mobile\" style=\"grid-template-columns:31% auto\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"1000\" src=\"https:\/\/scroll.media\/wp-content\/uploads\/2025\/05\/ellina-bronnikova1.jpg\" alt=\"\" class=\"wp-image-14986 size-full\" srcset=\"https:\/\/scroll.media\/wp-content\/uploads\/2025\/05\/ellina-bronnikova1.jpg 800w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/05\/ellina-bronnikova1-240x300.jpg 240w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/05\/ellina-bronnikova1-768x960.jpg 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure><div class=\"wp-block-media-text__content\">\n<p class=\"has-base-2-background-color has-background wp-block-paragraph\"><em>\u00ab<em>Awards are not an end in themselves, but rather a confirmation of quality. We\u2019re constantly communicating with people who come to us with problems \u2014 sometimes complex or critical ones. Our mission is simple: solve their issue, leave them satisfied, and ensure the company gains a loyal customer,<\/em>\u00bb shares Ellina Bronnikova, CMO of Simply Contact.<\/em><\/p>\n<\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">These awards confirm that the team\u2019s high performance is not about isolated wins, but a consistent standard of work. We\u2019ve gathered several cases that clearly demonstrate this consistency.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Best Customer Service BPO, CX Awards 2025<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">This award honors the top companies in customer experience. Simply Contact won thanks to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Support in 20+ languages<\/li>\n\n\n\n<li>Up to 70% cost savings for clients compared to in-house teams<\/li>\n\n\n\n<li>Measurable results on KPIs, such as 95% first-call resolution and a 30% reduction in average handling time (AHT) for Wizz Air.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2048\" height=\"1063\" src=\"https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/simply-gen.jpg\" alt=\"\" class=\"wp-image-24349\" srcset=\"https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/simply-gen.jpg 2048w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/simply-gen-300x156.jpg 300w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/simply-gen-1024x532.jpg 1024w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/simply-gen-768x399.jpg 768w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/simply-gen-1536x797.jpg 1536w\" sizes=\"auto, (max-width: 2048px) 100vw, 2048px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">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 \u00abknows how to prove its value in practice.\u00bb<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Gold Globee\u00ae Award for Excellence in AI-Powered Customer Service<\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignleft size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/4e2716cc-a764-4515-a33e-af8daf493507.png\" alt=\"\" class=\"wp-image-24359\" style=\"width:224px;height:auto\" srcset=\"https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/4e2716cc-a764-4515-a33e-af8daf493507.png 400w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/4e2716cc-a764-4515-a33e-af8daf493507-300x300.png 300w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/4e2716cc-a764-4515-a33e-af8daf493507-150x150.png 150w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\">This award honors companies for the best use of artificial intelligence in customer service. One might ask: What does \u00abbest\u00bb really mean in this context? In Simply Contact\u2019s case, the recognition went to its AI assistant for voice calls, successfully resolving 100% of customer inquiries in less than 30 seconds.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Silver Globee\u00ae Winner for Excellence in Technology<\/h2>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"360\" height=\"360\" src=\"https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/globee-silver-badge.png\" alt=\"\" class=\"wp-image-24356\" style=\"width:224px;height:auto\" srcset=\"https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/globee-silver-badge.png 360w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/globee-silver-badge-300x300.png 300w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/globee-silver-badge-150x150.png 150w\" sizes=\"auto, (max-width: 360px) 100vw, 360px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\">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\u2019s ability to compete at a global level.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u00abThis case really shows what matters to us. We\u2019re not chasing trophies. Our ambitions lie in quality and in competing with global leaders on things that truly matter, like AI,\u00bb says Bronnikova.<\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">The company emphasizes that its awards prove that the strategies and solutions provided to clients succeed. This \u00absuccess\u00bb is recognized by independent experts with international reputations and significant experience in customer support.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Two Stevie Awards for Customer Service Excellence<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"570\" height=\"570\" src=\"https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/sascs25_bronze_winner.png\" alt=\"\" class=\"wp-image-24361\" style=\"width:210px;height:auto\" srcset=\"https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/sascs25_bronze_winner.png 570w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/sascs25_bronze_winner-300x300.png 300w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/sascs25_bronze_winner-150x150.png 150w\" sizes=\"auto, (max-width: 570px) 100vw, 570px\" \/><\/figure>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"570\" height=\"570\" src=\"https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/sascs25_silver_winner.jpg.png\" alt=\"\" class=\"wp-image-24364\" style=\"width:213px;height:auto\" srcset=\"https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/sascs25_silver_winner.jpg.png 570w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/sascs25_silver_winner.jpg-300x300.png 300w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/09\/sascs25_silver_winner.jpg-150x150.png 150w\" sizes=\"auto, (max-width: 570px) 100vw, 570px\" \/><\/figure>\n<\/div><\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\">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 \u2014 silver for customer service and bronze for innovation in artificial intelligence.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"639\" height=\"140\" src=\"https:\/\/scroll.media\/wp-content\/uploads\/2025\/05\/layer-4.png\" alt=\"\" class=\"wp-image-14812\" style=\"width:431px;height:auto\" srcset=\"https:\/\/scroll.media\/wp-content\/uploads\/2025\/05\/layer-4.png 639w, https:\/\/scroll.media\/wp-content\/uploads\/2025\/05\/layer-4-300x66.png 300w\" sizes=\"auto, (max-width: 639px) 100vw, 639px\" \/><figcaption class=\"wp-element-caption\"><a href=\"https:\/\/scroll.media\/reklama\/\"><\/a><a href=\"https:\/\/scroll.media\/reklama\/\"><\/a><a href=\"https:\/\/scroll.media\/reklama\/\">This article was produced with the support of Simply Contact. Learn more<\/a><\/figcaption><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\">Ellina Bronnikova points out another, less obvious aspect:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab<em>Many people approach awards as if it\u2019s just a matter of filling out a form and submitting an application. That doesn\u2019t work in our case. The industry requires real cases, not just talk. To win, you need to work closely with the client \u2014 implement technological solutions, identify areas for improvement, and gather high-quality, measurable metrics. That\u2019s why we say: winning a competition ultimately means having a satisfied customer<\/em>.\u00bb<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-fe48e5de wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-background wp-element-button\" href=\"https:\/\/scroll.media\/en\/2025\/06\/19\/newsoft-builds-apps-for-global-sports-giants-what-makes-this-ukrainian-tech-company-stand-out\/\" style=\"border-radius:43px;background-color:#df4e51\">Discover the story of Simply Contact<\/a><\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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\u2019s story began in 2013, with just 15 employees and its first clients in the banking \u2026 <a title=\"Simply Contact Wins Big for Customer Experience and AI Innovation\" class=\"read-more\" href=\"https:\/\/scroll.media\/en\/2025\/09\/11\/simply-contact-wins-big-for-customer-experience-and-ai-innovation\/\" aria-label=\"Read more about Simply Contact Wins Big for Customer Experience and AI Innovation\">Read more<\/a><\/p>\n","protected":false},"author":14,"featured_media":24349,"comment_status":"open","ping_status":"open","sticky":false,"template":"template-custom-post-custom-head.php","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[416],"tags":[457,563],"class_list":["post-25082","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-partner-news","tag-promo-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Simply Contact Wins Big for Customer Experience and AI Innovation | Scroll.media<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/scroll.media\/en\/2025\/09\/11\/simply-contact-wins-big-for-customer-experience-and-ai-innovation\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Simply Contact Wins Big for Customer Experience and AI Innovation | Scroll.media\" \/>\n<meta property=\"og:description\" content=\"Simply Contact is a global company with Ukrainian roots specializing in customer support services. 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