AI breakthroughs earn Simply Contact awards in customer service
LONDON, UNITED KINGDOM — Customer support outsourcing provider, Simply Contact has achieved industry recognition for its groundbreaking artificial intelligence (AI) implementations that are transforming call center operations.
The company secured both Gold and Silver at the 2025 Globee Awards in categories’ Best Use of AI in Customer Service and AI-Driven Customer Experience—showing the company’s commitment to improving the quality of service through the use of artificial intelligence.
“These recognitions are a clear sign that AI in customer service is no longer about future potential—it’s about real, measurable results today,” said Ellina Bronnikova, Chief Marketing Officer (CMO) of Simply Contact.
Revolutionizing customer interactions with AI voice technology
Simply Contact’s AI voice assistant has set a standard in customer service efficiency, resolving calls in under 30 seconds for a healthcare mobility client.
The system eliminated the client’s 30% abandoned call rate while maintaining natural, human-like interactions through advanced speech synthesis. This around-the-clock solution demonstrates how AI can simultaneously improve both speed and satisfaction metrics in customer support.
The versatility of the technology is also evident in the fact that it was successfully adopted by a different European airline, Wizz Air, where it improved quality assurance procedures.
The adoption led to the coverage of agents during quality checks and a 24% decrease in costs involved, hence the potential of AI to streamline practices in various sectors.
Transforming workforce development through AI integration
AI-powered training simulations in Simply Contact have resulted in a 30% faster learning curve for agents, saving them a significant amount of time to achieve full productivity.
Features such as the realistic scenarios of the system and the direct feedback system have improved the average scores of agent quality to 4.84, which can be considered a measurable success in service delivery.
The company’s multilingual AI tools maintain service consistency across global operations without compromising personalization. Bronnikova summed it up as follows, stating that they are developing more intelligent systems that work around people, which is why they received the Silver Globee Award in Customer Experience.
“Whether it’s lowering support costs, improving response time, or helping agents perform at their best, our approach is about building smarter systems that actually work for people,” said Bronnikova.
Significant improvements in service quality scores
The company’s success stems from its balanced approach of combining cutting-edge technology with an understanding of real customer service challenges.
As AI continues to evolve, Simply Contact‘s innovations position them as a leader in improving customer experience standards for the outsourcing industry.
Simply Contact recently ranked #499 in the OA500 2025, an objective index of the world’s top 500 outsourcing companies.
The company is also currently subscribed to the Outsource Accelerator (OA) Source Partner Program, a powerful tool that helps BPO firms with marketing, sales, and business intelligence.
