![Gold 2026 Stevie Winner Logo](https://www.workerscompensation.com/wp-content/uploads/2026/02/Gold-2026-Stevie-Winner-Logo.jpg)

*Contact Center Wins Prestigious Award by Living Out Meaning of Company Name*

**WILMINGTON, MA (Feb. 2, 2026)** – Ametros, the industry leader in professional administration and post-settlement medical care coordination, has won a **Gold Stevie® Award** in the **“Contact Center of the Year – Other Service Industries”** category as part of the 20th Annual Stevie Awards for Sales & Customer Service.

### What Are the Stevie Awards?

The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. More than **2,100 nominations** – in more than 100 categories for customer service and contact center achievements from organizations of all sizes and industries across **41 nations and territories** – were considered in this year’s competition.

### The Winning Submission: IMMEASURABLE

In creating their winning entry, Ametros leaned into the meaning behind their company name with a submission entitled, *IMMEASURABLE - Contact Center Exudes the Meaning of Their Company Name.*

“Ametros means ‘beyond measure,’ which perfectly describes our contact center,” said Ametros President Andrea Mills. “The level of genuine care these **75 team members** demonstrate is truly immeasurable, which is why we call them **‘care advocates.’”**

She continued, “Our care advocates understand the realities of a serious workplace injury. Injured workers – our members – are trying to navigate ongoing medical needs while simultaneously managing settlement funds, all while adjusting to their new normal. They rely heavily on our care advocates to understand what settlement means, what their responsibilities are moving forward, and how we can help improve their quality of life. Day after day our care advocates rise to the challenge by providing support with medical equipment, provider relations, government benefits and prescriptions.”

### Judges' Feedback and Scoring

Six judges reviewed Ametros’ entry, giving it an **average score of 9 out of 10**, which earned Ametros a Gold Award, the highest level possible.

The judges’ feedback was overwhelmingly positive, with one describing Ametros entry as, “A strong, empathy-led nomination demonstrating meaningful advocacy, measurable service outcomes, and clear customer impact. The submission clearly connects frontline actions to trust, clarity, and improved experiences, backed by credible metrics and testimonials. A compelling example of purpose-driven customer service excellence.”

### Key Performance Indicators (KPIs)

In addition to describing – in detail – the actions and empathy of its care advocates, Ametros had to provide key performance indicators (KPIs) to demonstrate the impact of its contact center. These included:

- **$87 million saved** by Ametros members in 2024; **$6,719 average overall savings per member**
- **53.9% average overall savings per member**, with average savings of 60% on provider visits and 38.4% on prescriptions
- **96.4% of members carried over funds into 2025**, preserving their settlement dollars

### Why This Matters in the Industry

“Most of the workers’ compensation industry focuses on the value, benefits and efficiency of pre-settlement products and services vs. post-settlement. That’s why Ametros and the work of our care advocates is so unique and critical. We are the **only company in the industry that specializes specifically in post-settlement administration**,” said Mills.

She continued, “Our care advocates get to work, caring for, advocating on behalf of, and supporting members through this emotionally-charged period to help them post-injury. I know I speak for the entire Ametros leadership team when I say we will be proud and honored to watch this truly deserving group walk across the stage to receive their award.”

### Celebration and Recognition

Winners will be celebrated during a gala event attended by more than **300 professionals from around the world** at the Marriott Marquis Hotel in New York City on March 5.

### About Ametros

Based in Wilmington, Massachusetts, Ametros is the industry leader in professional administration and post-settlement medical care coordination. With a mission of making healthcare simple for injured workers post-settlement, Ametros helps more than **31,000 injured individuals each year** manage their medical care and funds, providing access to discounts, medical guidance and compliance support.

### About The Stevie® Awards

Stevie Awards are conferred in nine programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Sales & Customer Service, the Stevie Awards for Technology Excellence, and the Stevie Awards for Women in Business. Stevie Awards competitions receive more than **12,000 entries each year** from organizations in more than 70 nations and territories. More than **1,000 professionals around the world** participate in the Stevie Awards judging process each year.

Contact Center Wins Prestigious Award by Living Out Meaning of Company Name WILMINGTON, MA (Feb. 2, 2026) – Ametros, the industry leader in professional administration and post-settlement medical care coordination, has won a Gold Stevie® Award in the “Contact Center of the Year – Other Service Industries” category as part of the 20th Annual Stevie Awards for Sales & | WorkersCompensation.com

How Ametros' Contact Center Won Gold: The Secret to Award-Winning Customer Service

## AI Call Center Solutions in CX: Key Findings

* **$47.5B market projection by 2034**, signaling rapid enterprise adoption as voice AI becomes foundational to contact center strategies.
* **76.4% prefer integrated platforms**, showing a shift toward full-stack solutions that simplify deployment and ensure regulatory compliance.
* **35% faster call handling**, demonstrating how human-like AI agents are improving service quality while reducing queues and wait times.

It starts with the familiar: a phone rings. A customer exhales before answering, bracing for the usual loop of automated greetings, hold music, and transfers.

But this time, the voice on the other end doesn’t ask them to “press one for support.”

It listens. It responds. It even laughs at the right time.

The caller relaxes. The conversation flows. And only later do they realize: That wasn’t a person at all.

Luba Rein, Co-Founder, Chief Growth and People at Newo.ai, a platform that builds AI receptionists to replace traditional call centers, describes this as the future standard of customer service:

> “No blinking lights. No grand announcement. It’s a case of AI agents stepping into the most human communication channel we have; our voice.”

And here’s what makes these AI agents remarkable:

* **Calls that feel personal**, even when they’re automated
* **Conversations that start instantly**, without queues
* **Systems that sound natural enough** to build trust

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*Editor's Note: This is a sponsored article created in partnership with Newo.ai.*

The age of robotic customer support voices is ending not with a bang, but with believability.

## What Call Centers Still Get Wrong

Even with full staffing, most inbound support teams miss more calls than leaders realize.

> “They think coverage equals conversion, but calls still fall through the cracks,” Rein says. “The real losses happen in the gaps between systems, teams, and time zones.”

Some of it happens during peak hours. And some of it comes down to complex issues.

Things like figuring out which location serves a ZIP code, what services are offered where, and how to route overflow traffic in real time all contribute to the problem.

These blockers are a problem, as support teams **lose between 9% and 30%** of inbound calls during high-volume periods, according to Newo.ai.

And in multi-location setups, where IVRs often fail to route based on ZIP or service logic, that number only goes up.

Another Newo.ai report shows that even with two gatekeepers on duty, one client missed **nearly 20% of calls** before switching to AI.

With the right system in place, these kinds of slip-ups are preventable.

> “Our AI receptionist acts as a full-service front desk that works across every location, every hour, every day,” Rein explains. “It listens like a person, books appointments on the spot, and knows which location can help, right down to the ZIP code.”

These AI call centers work with the tools teams already rely on, which means they can start making an impact straightaway.

To many call centers, this may sound too good to be true. But that’s what makes systems like Newo.ai so smart.

In one case with Image Orthodontics, internal reporting from Newo.ai showed the practice was **missing 19.2% of inbound calls** despite having a call center backup.

After deploying Newo.ai’s system, those missed opportunities translated into **more than $401,000 in paid services** recovered in a single quarter.

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## The Shift from Novelty to Necessity

The evolution from simple scripted bots to fully conversational voice AI agents has accelerated rapidly.

> “Today, companies are not just experimenting but actively staffing these agents to scale without the constraints of traditional human teams,” Rein says.

They need systems that can handle growing call volumes without corresponding increases in headcount, respond instantly to every inbound opportunity, and maintain a human-like engagement that builds trust and satisfaction.

## The Market Is Speaking, Literally

The momentum behind AI call center software is quantifiable and accelerating.

Double-digit compound annual growth rates point to enterprise adoption that is actively reshaping contact center strategies worldwide.

Increasingly, organizations are showing a preference for a full-platform AI answering service over standalone tools.

Specifically, industries with strict regulatory requirements tend to lean strongly toward secure, on-premises solutions.

> “These trends indicate that voice AI technology is evolving from a novelty to a foundational component of customer service infrastructure,” says Rein.

## Numbers That Explain the Shift

Now, the data confirms it: voice AI is fueling a fundamental transformation in customer service.

Key statistics from Market.us highlight this growth and its real-world impact:

* **The global market is projected to grow from $2.4 billion in 2024 to $47.5 billion by 2034**, representing a robust 34.8% CAGR.
* **North America holds more than 40% of the market share**, reflecting early and strong adoption in key industries like finance, healthcare, and retail.
* **76.4% of the market demand is for fully integrated voice AI platforms**, showing a preference for comprehensive solutions over point products.
* **62.6% of voice AI deployments are on-premises due to regulatory and security concerns**, particularly in compliance-heavy sectors.

On the customer experience side, companies have reported:

* **35% faster call handling times**
* **30% higher customer satisfaction scores**
* **Up to 50% reduction in queue lengths and wait times**

These figures demonstrate that voice AI is scaling conversations and improving quality while driving business outcomes.

## The Secret Weapon Is Speed

Early adopters are gaining a competitive advantage by deploying AI agents quickly and efficiently.

Instead of lengthy pilots that drag on for months, successful companies launch these agents in a matter of minutes.

The best part is that they seamlessly integrate voice AI with existing CRMs, calendars, and telephony systems.

This 24/7 availability allows businesses to capture every lead and service every caller, even outside traditional business hours.

> “Platforms like Newo.ai exemplify this approach. By prioritizing rapid, realistic deployment, Newo.ai enables businesses to launch human-like AI agents in minutes that handle calls, chats, bookings, and support across channels with minimal coding or infrastructure changes,” Rein says.

## What’s Next: Intelligence With Continuity

The next generation of voice AI will go beyond merely sounding human.

Future systems will maintain context across extended conversations, seamlessly linking insights from voice interactions with chat, email, and other channels.

Moreover, these AI agents will proactively engage customers based on predictive insights, enabling brands to anticipate needs before the customer even reaches out.

> “And soon, the best voice AI won’t just answer calls,” Rein says. “It will understand the caller’s world.”

## The Bigger Shift No One Talks About

The real transformation isn’t technological. It’s cultural.

A **new balance is emerging in customer service**, where:

* AI handles volume, humans handle complexity
* Automation eliminates repetition, not empathy
* Service teams escalate instead of regurgitating

> “This shift protects human attention by removing the noise around it,” Rein says.

## The Sound of the Future Isn’t Synthetic, It’s Responsive

The brands that will lead customer experience next won’t be the ones with the largest teams, the flashiest campaigns, or the boldest AI announcements.

They’ll be the ones who ensure no customer ever feels like they’re talking into silence.

Because the **real competitive risk in 2026 isn’t bad automation. It’s no conversation at all**.

If your brand doesn’t yet have a voice in the AI agent race, you’re not losing on capability, but losing on responsiveness, opportunity, and relevance.

The future of customer service is being shaped right now by the systems that answer first, adapt fastest, and make every caller feel heard.

> “And maybe that’s the real disruption. The world won’t remember the brands that automated, it will remember the ones that finally stopped making customers wait for someone to respond,” Rein says. “Because the next great customer experience won’t be defined by humans or machines, but by who showed up when it mattered most.”

AI agents now answer faster, sound human, and build trust. Here’s why CX leaders can’t afford to fall behind.

Voice AI Agents Are Replacing Contact Centers by 2026: What CX Leaders Must Know Now

## Barclays Embraces Generative AI for Superior Customer Service

Barclays US Consumer Bank is leveraging **generative artificial intelligence (GenAI)** to create comprehensive summaries of interactions with customers across its contact centers. This innovative approach aims to **drive efficiencies** and **transform customer experience**.

### How GenAI Enhances Customer Service Calls

Using GenAI, customer service calls are summarized by capturing key details such as:
- The reason for the call
- Actions taken during the interaction
- Next steps required

This **AI-generated information** provides agents with the context needed to make **quick, informed decisions**, resolve issues faster, and reduce call times for complex issues. This enables agents to focus more on improving customer experience rather than administrative tasks.

### Part of a Broader Global Strategy

This initiative is part of a broader global strategy by Barclays to harness new developments in **agentic and generative AI** to drive innovation, improve decision making, and increase efficiency in its operations.

Tony Castañon, Chief Operating Officer at Barclays US Consumer Bank, emphasized the impact: "We recognize how powerful AI can be for our customer facing teams. With this technology, our colleagues are able to engage more meaningfully with our customers, dedicating their full attention to customer interaction to ensure we continue delivering the world-class service they expect from Barclays."

### Measurable Results and Positive Feedback

The bank has already seen **measurable efficiency gains** with more than **eight million customer calls** summarized by GenAI since the program's rollout in October 2025. With access to concise summaries of past customer interactions, the technology has strengthened contact center performance.

"Early customer and agent feedback has been positive," added Castañon. "We continue to measure the benefits from shorter call resolution times, fewer repeat calls and improved customer satisfaction scores."

### Important Clarification on AI's Role

It's important to note that this **GenAI call summarization technology** does not make decisions concerning customers' accounts or interact directly with customers. Those responsibilities remain with qualified agents, ensuring human oversight and accountability.

( Press Release Image: https://photos.webwire.com/prmedia/6/350186/350186-1.jpg )

 Barclays US Consumer Bank is leveraging generative artificial intelligence (GenAI) to create comprehensive summaries of interactions with customers across its contact centers to drive efficiencies and transform customer experience. , , , , Using GenAI, customer service calls are summarized by capturing key details such as the reason for the call, actions taken, and next steps. This AI-generated information gives agents the context needed to make quick, informed decisions, resolve issues faster...

How Barclays is Using AI to Revolutionize Customer Service and Boost Efficiency

## A Decade of Dedication: Setting the Industry Benchmark Through Technology Enhancement and Caring Service

RedBox Storage has been awarded the **"2025 Quality Service Retailer of the Year – Storage Service Category"** by the Hong Kong Retail Management Association (HKRMA). Coinciding with the brand's 10th anniversary, this prestigious accolade affirms RedBox's leadership position as Hong Kong's **Premier Self Storage Specialist** and recognizes its service standards benchmarking top-tier customer-facing brands, making it a trusted mini-storage solution for both individuals and businesses.

![RedBox Storage — From premium, climate-controlled facilities to tech-enabled access and award-winning customer-first support. Your Premier Self Storage Specialist in Hong Kong.](https://mma.prnewswire.com/media/2875890/redbox_Co_02_r2.jpg?w=500)

## Owner-Operator Mindset: A Promise of Quality and Confidence

A defining strength of RedBox Storage is its **owner-operator model**, which reflects a long-term commitment to the market and allows full control over facility operations and customer experiences. This ensures consistent, high-level service standards across every service point.

The customer-centric ethos is embedded in every detail. Facilities are strategically located near MTR stations for easy access and feature thoughtful amenities such as **dedicated parking, complimentary beverages, and other storage hospitality touchpoints** — all designed to address the practical needs of customers seeking comprehensive Hong Kong storage solutions.

From a facility perspective, RedBox Storage delivers a reliable and secure storage environment through **24/7 climate and humidity control, smart CCTV monitoring, and top-tier fire safety systems**. Together, these features ensure a safe and reliable storage experience, allowing self-storage units to serve as an extension of home and workspaces.

## Digital-First Experience: Streamlining the Storage Journey

To match the fast-paced lifestyle of Hong Kong, RedBox Storage continues to advance its smart, digitalized mini-storage experience. The journey begins with exploring facilities via a **360° Virtual Tour** on the website and estimating needed sizes using the **Space Calculator**.

The experience continues through the **RedBox mobile app**, which serves as a one-stop hub for booking, e-contract signing, and payment — simplifying complex administrative tasks into a few taps. This digital ecosystem empowers customers to manage their mini-storage effortlessly anytime, anywhere.

## The Human Touch: Building Trust and Reputation

In the era of digital transformation, RedBox Storage believes that human connection remains indispensable. RedBox Storage provides **7-day onsite customer support** and extends its customer service hotline until 10:00 PM, ensuring customers are provided with timely assistance even beyond office hours.

Such a hybrid approach, blending advanced technology with authentic interpersonal touchpoints, has enabled RedBox Storage to accumulate **nearly 1,500 verified 5-star Google reviews**, reinforcing its reputation as a trustworthy self-storage brand in Hong Kong.

## "Unbox Your Life": More Than Storage, It's an Extension for More

With the growing demand for living space, RedBox launched the **"Unbox Your Life" campaign in 2025** to redefine the role of self-storage in Hong Kong. No longer merely a place for storing belongings, but a solution to elevate the quality of life. Whether it is temporary renovation storage, seasonal wardrobes, or cherished collections, RedBox encourages residents in Hong Kong to reclaim space, reset, and make room for what truly matters.

## About RedBox Storage

Acquired by global investment firm Brookfield Asset Management in 2022, RedBox Storage has established itself as a premier storage specialist, offering innovative and flexible solutions for individuals and businesses. With a focus on innovation, unmatched quality, and customer-centric service, RedBox Storage helps you make room for what matters most.

/PRNewswire/ -- RedBox Storage has been awarded the "2025 Quality Service Retailer of the Year – Storage Service Category" by the Hong Kong Retail Management...

How RedBox Storage Won Hong Kong's Top Service Award: A Blueprint for Customer Excellence

**Entergy New Orleans is stepping into the community with a special customer service pop-up event designed to help residents manage their energy needs and save money.** This event offers a hands-on opportunity for customers to get direct assistance with billing and explore energy-efficient solutions.

### Event Details
- **Date and Time:** Thursday, from 9:30 a.m. to 3 p.m.
- **Location:** United Way SELA Prosperity Center New Orleans East Campus, 8324 Morrison Road, New Orleans East.

### Services Available
At this event, customers can:
- **Make bill payments** using credit or debit cards, money orders, or checks (cash is not accepted).
- **Discuss account concerns** and billing support with knowledgeable representatives.
- **Learn about energy-saving resources** and strategies to reduce energy costs.
- **Explore financial assistance programs** and security lighting options for their properties.

### What to Bring
No appointment is necessary, but customers are encouraged to bring their **Entergy account information** for faster service.

### Community Engagement
Entergy hosts these customer service events **monthly in the community**, demonstrating their commitment to supporting local residents with accessible and helpful resources.

Pop-up event offers bill payment assistance and energy-saving resources

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