CCIG Group Wins Gold at ECCCSA 2025 for AI Impact (European Contact Centre & Customer Service Awards)
Artificial intelligence has ceased to be an experiment. For organisations operating on an international scale, it has become one of the key drivers of efficiency, quality, and competitive advantage. The real challenge, however, lies in using AI responsibly – going beyond simple process automation to deliver better decision-making, greater operational predictability, and long-term value for the organisation, while also helping to improve the customer experience.
During the European Contact Centre & Customer Service Awards 2025 (ECCCSA 2025) – the largest and most prestigious awards programme in the European customer contact industry – our company was honoured with the Gold Award in the Greatest Impact of AI by an Outsourcer category. The jury, highly regarded for its robust judging process, recognised our proprietary CC BrAIn program as an example of a mature, well-thought-out, and consistently executed approach to the use of AI in contact centre and customer service operations.
This recognition holds special significance for us. It not only confirms the innovative solutions we deliver but also demonstrates that AI can serve as a foundation for lasting organisational change – provided it is built from the outset around people and real business needs, helping organisations lead the way in delivering exceptional service.
Greatest Impact of AI by an Outsourcer
In this award category, the ECCCSA 2025 jury evaluated the real impact of AI on the organization – understood as a lasting, measurable change in the way it operates. The focus was not on the mere use of artificial intelligence, but on whether it had become an integral part of day-to-day work in contact centre and customer service operations and genuinely influenced decision-making processes.
The assessment covered, among other things, the implications for daily operations, the ability to scale solutions within a complex outsourced contact centre environment, the impact on people, and the maturity of the AI strategy. The latter was understood as an element of a long-term organizational development vision – rather than a one-off project or a technological experiment.
This is precisely why winning in this category holds such significance for us. From the very beginning, we knew that if we were to speak about AI, it had to be in the context of organisational transformation and improving the customer experience – not merely implementation.
CC BrAIn – a comprehensive AI toolset supporting the work of European contact centre and customer service teams
The development of an organisation operating on an international scale naturally comes with increasing process complexity and the number of decisions made every day. As projects and teams expanded, there emerged a need for better organisation of information and support for areas crucial to contact centre and customer service quality, operational stability, and delivering exceptional service to customers, helping us remain among leaders in the customer experience across Europe.
Instead of implementing isolated improvements, we decided to take a step further. Artificial intelligence was treated as part of a long-term strategic development plan rather than just another tool supporting individual processes. This approach led to the creation of CC BrAIn – an ecosystem based on the use of AI to support key areas of European contact centre operations. It was designed to enhance the customer experience, operations, quality, training, and management, relying on analysis of the full spectrum of data and interactions across customer contact operations and organisations that continually innovate.
At the heart of CC BrAIn is human-technology collaboration – from the beginning, we knew AI should strengthen human competencies, not replace them. AI analyses, organises, and identifies patterns, while decisions, interpretations, and responsibility remain with people. The system operates in real time as well as over the long term, supporting the organisation in responding to ongoing challenges and setting new standards while building lasting operational standards.
At the same time, a strong emphasis was placed on security, auditing, and control – ensuring that responsibility for decisions always remains with people. This approach proved to be one of the key aspects that caught the attention of the ECCCSA 2025 jury and contributed to our recognition in the European Contact Centre & Customer Service Awards, part of the greatest awards programme in Europe’s customer contact industry.
Mature Approach to AI Recognized by the ECCCSA 2025 Jury
In the jury’s statement, special attention was given to the maturity and responsible approach to the use of artificial intelligence at CCIG, highlighting that technology was not treated as an end in itself but as a tool consciously designed around people and the profile of the customer contact and real organisational needs.
The jury also recognised the scale of the project, its consistency, and the fact that CC BrAIn delivered measurable impact in the daily functioning of the organisation, becoming an integral part of its customer contact operation, rather than a one-off implementation.
Here is what was announced after receiving the Gold Statuette:
CCIG Group is an outsourcer based in Poland and Ukraine. They have implemented an innovative AI suite of interconnected tools designed to address the most critical operational areas. The judges said that the combination of full organisational commitment, human evolution, and multi-level business impact is what makes this deployment of AI so exceptional, proving that when technology is built around people, transformation becomes sustainable and empowering.
An Award That Sets the Direction for the Future
The Gold Statuette at ECCCSA 2025, part of the greatest awards programme in Europe’s customer contact industry, is an important recognition for us, but we do not see it as the culmination of our AI efforts. Rather, it is a confirmation of the path we have chosen and a commitment to further develop AI solutions in the customer contact industry. As Tomasz Szeredy, project leader of CC BrAIn, emphasizes: “The Gold Statuette is a tremendous honour, but an even greater responsibility – an intensive period lies ahead as we scale solutions and expand them with additional functionalities. We certainly have not said the last word in AI yet, and we continue setting new standards in applying technology to enhance the customer experience.”
Winning at ECCCSA 2025 serves as a confirmation for our clients and partners that CCIG can develop AI solutions in a stable and predictable way, even within a complex European customer contact environment. This achievement highlights our role among leaders in the customer experience and organisations that continually innovate, and reflects our commitment to effective application of technology in support of outstanding customer service.
We thank all the teams involved in the development of CC BrAIn, as well as our partners for their trust and collaboration in building quality. After all, artificial intelligence only makes sense when it enhances the customer experience and genuinely improves the way in delivering exceptional customer service, reinforcing CCIG’s position among best pan-European contact centres and global leaders in the customer experience industry.
