News Releases

ICMI Selects More Than 60 Global Contact Center Award Finalists from Nearly 150 Entries
Winner to be announced onsite at the Contact Center Expo & Conference, May 10-13

COLORADO SPRINGS, Colo., March 10, 2016 /PRNewswire/ -- The International Customer Management Institute (ICMI) today announced the finalists of the Annual Global Contact Center Awards. The awards honor leadership, vision, innovation and strategic accomplishments within the contact center industry. Winners and finalists will be celebrated during the fourth annual ICMI Global Contact Center Awards Party on Wednesday, May 11 in conjunction with the 2016 ICMI Contact Center Expo & Conference.


The 2016 ICMI Contact Center Expo & Conference takes place May 10-13 at the Long Beach Convention Center in Long Beach, CA. For more information and to register, please visit:

As more than 80 different companies submitted to this year's award, a significant uptick in nominations, the ICMI judging panel was tasked with selecting finalists that best aligned with the awards program's specific criteria. 60 judges, including esteemed industry professionals, Shep Hyken, Brad Cleveland, and Steve Curtin, carefully chose finalists based on their strides and efforts within customer management space. New to this year's category listing are Best Social Media Customer Care, Best Chat Support, Most Improved Contact Center, Best New Technology Solution and Best Outsourcing Provider.

The finalists are...

Best Small Contact Center

  • US Bancorp Fund Services, LLC
  • Citrix ShareFile Support
  • Medfusion
  • Church Pension Group

Best Medium Contact Center

  • ISN
  • National Notary Association
  • MDwise Inc.
  • Zeiders Enterprises
  • Guidwell Connect

Best Large Contact Center

  • Kohl's
  • Wells Fargo
  • Pak Telecom Mobile Limited (Ufone)
  • WageWorks

Best Strategic Value to the Organization

  • Crisis Response Network
  • Guidewell Connect
  • UPMC Health Plan
  • Hilton Worldwide

Best QA & Customer Experience Program

  • Pak Telecom Mobile Limited (Ufone)
  • Farmers Insurance
  • Cigna
  • OptumRx

Best Social Media Customer Care - NEW

  • Navy Federal Credit Union
  • Vivint Smart Home
  • PT Telekomunikasi Selular (TELKOMSEL)
  • Duke Energy

Best Chat Support - NEW

  • The luckiest address of shopping 
  • mBank
  • Medfusion

Best Use of Technology

  • UPMC Health Plan
  • Optum Consumer Sales and Service
  • Guidewell Connect
  • Dorel
  • NY Life

Best Multi-Lingual Support Center

  • OptumRx
  • Raytheon Professional Services
  • Guidewell Connect

Most Improved Contact Center - NEW

  • Guidewell Connect
  • Ameren Missouri
  • Airlines Reporting Corporation

Best Contact Center Agent

  • Deedra Keller, DAT Solutions
  • Marcin Luba, mBank
  • Rocio Cardona, Callzilla
  • Karli Gunderson, NY Life

Best Contact Center Supervisor

  • Nicole Berry, Sedgwick
  • Lindsey Rawles, DAT Solutions
  • Rozalia Myrta, mBank

Best Contact Center Manager

  • Keith Remmel, Optum
  • Aaron Steiner, AICPA
  • Chuck Brown, Vivint Smart Home

Customer Service Rising Star

  • Grant Golden, Medfusion
  • Erica Emmerson, Crisis Response Network, Inc.

Best Outsourcing Provider

  • Transparent BPO, LLC
  • Optum
  • Clark Resources
  • Guidewell Connect
  • Callzilla

Best New Technology Solution - NEW

  • GeoFluent by Lionbridge
  • Dizzion Cloud Delivered Desktops
  • Five9 Freedom Release
  • Optum Personalization Strategy
  • SalesConnect, featuring eSubsidy (by Guidewell Connect)

"Today's contact center is under increased pressure to innovate and provide exceptional customer service experiences, and these finalists represent those organizations who are truly paving the way," said Justin Robbins, Community Director and Head of Judges for ICMI. "We received a record number of nominations this year, and our expert judges invested significant time and effort reviewing each application carefully. I am so excited to see that these finalists rose to the top and look forward to congratulating each of them in person during our awards celebration party in Long Beach."

Submissions for the 2017 Global Contact Center Awards will open May 2016.

To learn more about the awards, please visit:

Get Registered
Two, three and four-day passes are available to suit your individual needs. For more information and to register, visit: Register with code ICMI-PR and save 10% on any pass.

Register for a Media Pass here:

Follow ICMI
Twitter: @CallCenterICMI #CCExpo16

About ICMI
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is a part of UBM plc (, a global events-led marketing services and communications company. 

Logo -


SOURCE International Customer Management Institute (ICMI)

For further information: Kimberly Samra, ICMI PR,