IGT Solutions Wins Gold for Tokopedia Care

IGT Solutions (IGT) won several accolades at the recent ’17th Annual Global Top Ranking Performers Awards APAC’ organized by ContactCenterWorld—the world’s largest contact center association. IGT represented Tokopedia as its CX (Customer Experience) partner for ‘Tokopedia Care’ and received top honors for its innovative approach to digital CX.

Every year, over 2000 CX experts from 80+ countries compete in 50+ individual, team, and company award categories for a chance to win a prestigious ContactCenterWorld global award. IGT credits its win to following Tokopedia’s guiding principle of ‘Focus on the Consumer and implement FIRST (Friendly, Proactive, Simple, Trusted)’. By combining human intelligence and digital technologies, IGT delivered exceptional digital CX services in Tokopedia Care across different interaction channels such as email, social media, and chat.

As a provider of next-gen, seamless, omnichannel customer experiences for over 20 years, IGT is the preferred partner for the world’s foremost travel and hi-tech companies. The company’s resounding successes at the ContactCenterWorld global awards in 2022 include:

Gold Medals:

1. Individual Award—Best Client Service Manager (outsource only)
2. Team Award—Best Client/Account Management Team
3. Team Award—Best Customer Service Team

Runner-Up Medal:

• Individual Award—Best Contact Center Trainer

Vipul Doshi, CEO of IGT Solutions, said, “These awards are a testament to the strong relationship between IGT and Tokopedia. Both organizations are striving towards a shared vision of enhancing and improving customer experiences by amalgamating human intelligence and digital technologies.”

Rudy A. Dalimunthe, Senior Vice President of Sales Operations & Product, Tokopedia, said, “We hold three core values called ‘3DNA,’ of which ‘Focus on Consumer’ is one. One way we manifest this is through Tokopedia Care, available 24/7 to help address consumers’ questions and concerns, which positions our consumers as some of our most important partners. Thus, these awards are testaments to Tokopedia Care and IGT Solutions’ strong collaboration in providing the best customer service for Indonesians. We also hope that these awards can advance the extent of collaboration and innovation between Tokopedia and IGT Solutions to develop Tokopedia Care into the mainstay of Indonesia’s customer service.”