Beyond the Trophy: Unveiling the Journeys of Our Remarkable Previous Winners

Check out the stories behind three of 2023’s big CX Award winners as the clock counts down to this year’s event

Event News Insights

Published: January 5, 2024

Charlie Mitchell

With hundreds of applicants each year, the CX Awards has quickly become a staple event on everyone’s customer experience calendar.

Following its launch in 2022, many of the most familiar names in the space have scooped a top prize.

Yet, so have some of the smaller innovators that have since gone to take the space by storm.

As the deadline for this year’s applications closes, here’s a quick look back at three of last year’s winners that wowed our judges and have continued to make waves in their given categories.

→ THERE’S STILL TIME TO ENTER THE 2024 CX AWARDS: Grab an application form here.

UJET – Winner of Best Contact Center Platform

While CX Today covers CRM, conversational AI, voice of the customer (VoC), and more customer experience subsets, many readers consider the publication the home of CCaaS.

As such, the Best Contact Center Platform award carries significant weight, and – in 2023 – UJET fought off competition from the likes of Talkdesk to take home the trophy.

Sharing feedback from our esteemed judging panel, David Dungay, Editor In Chief at Today Digital (CX Today’s parent company), stated:

“The functionality UJET is bringing to market, underpinned by its impressive infrastructure, is setting new industry standards.”

Indeed, that infrastructure impresses for two significant differentiators: its data-centricity and mobile-first design.

To enable this data-centricity, UJET funnels new insights into its customers’ CRM records and pulls on them as and when required via a real-time data exchange.

As such, UJET customers store no personally identifiable information (PII) in the contact center.

Instead, they have a unified data set, which UJET can enhance and leverage further with conversational intelligence solutions, automation triggers, and more.

Then, there’s the mobile-first design, which allows customers to authenticate themselves with finger ID, pay, and share media with businesses in a next-generation, slick manner.

Meanwhile, some of the impressive functionalities UJET has built on top of this infrastructure include virtual agents, GenAI-powered solutions, and an agent mobile app.

Since the 2023 CX Awards, G2 revealed that UJET has the highest NPS score in the CCaaS industry, and Aragon Research Globe named the vendor a leader in “intelligent contact centers”.

Observe.ai – Winner of Best Conversational Analytics Solution

The CX industry is awash with conversational analytics providers, and with more CCaaS vendors offering native analytics solutions, these vendors must do more to differentiate their offerings.

After all, many businesses are striving to slim down their tech stacks against an unpredictable economic backdrop, questioning the ROI of third-party applications.

Thankfully for the Observe.ai team, it stands head and shoulders above many of its market rivals. Moreover, as Dungay stated during the 2023 awards ceremony:

“The judges loved your end-to-end conversational intelligence and how you are exceeding industry benchmarks for transcription.”

That end-to-end intelligence capability – which came with its 2022 launch of Real-Time AI – combines post-interaction quality assurance (QA) and live call guidance on a single platform.

With this, Observe.ai soon became a customer experience visionary and has since continued that hot streak after picking up a 2023 CX Award.

Indeed, the vendor kept a hold of that spotlight and thrust into it the first large language model (LLM) designed specifically for contact centers.

Built on 30BN data parameters, the model outperforms hallmark LLMs for most contact center use cases. It even claims to be 35 percent more accurate than GPT3.5 for auto-summarizations.

Now, Observe.ai sits at the forefront of many analyst reports, with G2 labeling the provider a “high performer” in conversation intelligence and 80+ percent of verified customers giving it an overall five-star rating.

Calabrio – Best Workforce Optimization Platform

Workforce optimization (WFO) has slowly evolved into workforce engagement management (WEM), and Calabrio has helped to push this trend along.

After acquiring Teleopti in 2019, Calabrio became a figurehead in workforce management (WFM) and quality assurance (QA) before making several savvy moves to pull the market forward.

For instance, it advanced its conversational intelligence solution to expand the scope of QA – introducing predictive analytics, automated reporting, and screen recordings.

Moreover, it drew the platform closer to WFM, enabling the planning teams to benefit from agent performance data to inform their schedules and shift patterns.

Such moves not only set the stall for the space but, as Dungay noted:

“Our judges were really impressed with the increasing contact center agent engagement rates exhibited by your customers.”

Those customers include the likes of Dyson, Netflix, and Nespresso, who – like our expert judges – appreciated how Calabrio merged the sum of its parts to provide a clear, cohesive WEM platform.

Many other industry analysts have made similar observations. Most recently, Ventana Research named Calabrio an “exemplary vendor” under its agent management category.

Join the Illustrious List of Past Winners

Cisco, Talkdesk, and Vonage are just some of the other high-profile brands to walk away with a coveted CX Award.

Yet, with several new categories in 2024, many more prominent customer experience innovators will likely join them this year.

Could your brand be one of them? If you think so, there’s still time to submit an application. So, go, go, go!

Don’t miss the chance to sit high and mighty on CX Today’s pedestal.

Not a vendor? That’s not a problem, either! There is also an assortment of people and transformation awards to apply for.

Just act quickly, as entries close on the 24th of January 2024 – no candy or nuts.

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Brands mentioned in this article.

Calabrio Observe.AI UJET