Simply Contact wins awards for best AI-enhanced outsourcing partnership
The provider has been recognised with ECCCSA and UKCXA awards.
Simply Contact, a European provider of AI-enhanced outsourced customer support, has won two major industry awards in 2025 for delivering measurable customer experience improvements for global brands.
Simply Contact, a leading European provider of AI-powered outsourced customer support, has continued to distinguish itself through award-winning service delivery and proven results for global brands.
The company received a bronze award at the European Contact Centre & Customer Service Awards (ECCCSAs) and a silver award at the UK Customer Experience Awards (UKCXA) in the Best BPO Partnership category. Both awards honour outstanding results achieved through Simply Contact’s long-term collaboration with Ditto Music, a leading music distribution platform supporting hundreds of thousands of independent artists across 150+ countries.
As Ditto Music rapidly expanded, ensuring fast and high-quality support became a critical challenge. The successful rollout of multilingual customer service to serve musicians and creators worldwide led to a rise in customer satisfaction from 51% to 88%, while the response output increased from 3.5 to 8 per hour.
AI innovation played a central role in the transformation. Simply Contact deployed proprietary AI solutions developed by its internal R&D team, including an AI-powered knowledge base that delivers instant answer suggestions and cuts supervisor involvement by half. A pilot in release moderation added another layer of improvement. AI now assists agents with fraud, copyright, and quality checks, making the process faster and more reliable.
These advancements have empowered frontline teams to serve creators faster while reducing operational friction.
“AI is changing what brands expect from BPO partners,” said Ellina Bronnikova, CMO at Simply Contact.
“It’s no longer only about scaling operations efficiently, it’s about deep expertise, proactive innovation, and delivering long-term value. This recognition reflects the strength of our partnership with clients and the talent of our team.”