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Poland's CCIG Group Wins Gold ECCCSA Award for AI in Customer Service
CCIG Group, an outsourcing company based in Wrocław, Poland, won the gold statuette at the European Contact Centre & Customer Service Awards 2025 in the category for greatest AI impact by an outsourcer, for its CC BrAIn program.
The Wrocław-based outsourcing company CCIG Group won the gold statuette at the European Contact Centre & Customer Service Awards 2025. The award was given in the category for the greatest impact of artificial intelligence implemented by an outsourcing company, for its proprietary CC BrAIn program integrating AI solutions across key contact center operations.
Why the award was given
The European Contact Centre & Customer Service Awards is one of the most important competitions in Europe's customer service industry, where companies from across the continent compete in dozens of categories. The category won by CCIG Group rewards not merely having AI tools, but the real, measurable impact of their implementation on the outsourcing company's operations and its clients.
The jury praised the CC BrAIn program as a coherent ecosystem of solutions rather than a single, isolated technology project. The system supports several layers of contact center operations at once: day-to-day operations, call quality control, consultant training and team management. The jury's rationale highlighted the maturity of CCIG's approach to artificial intelligence - technology was not a goal in itself, but a tool designed around people and the organization's real needs.
CCIG Group is an outsourcing company headquartered in Poland and Ukraine. It implemented an innovative AI suite made up of interconnected tools designed around the most important operational areas. The jurors said that the combination of full organizational commitment, human evolution and multi-level business impact makes this AI implementation so exceptional, proving that when technology is built around people, transformation becomes sustainable and gives a sense of agency - Moira Clark, chair of the ECCCSA jury
How CC BrAIn works
CC BrAIn is not a single application but a set of interconnected AI tools deployed in the day-to-day work of the contact center. The system analyzes a wide range of customer interactions and operational data, while leaving final decisions in human hands. The solution works both in the short term, supporting consultants in real time, and in the long term, providing managers with data for planning training and process changes.
The program's creators placed emphasis on data security, the ability to audit the system's actions, and keeping accountability with humans. This approach differs from a model in which AI is meant to replace employees - at CCIG Group it is meant to support them and relieve them of routine tasks, leaving more time for customer contact that requires empathy and an individual approach.
Scale of operations
CCIG Group operates in 14 locations in Poland and abroad, serving clients in more than 30 languages. The company handles customer service, sales, helpdesk and back-office processes for business clients across various industries. It has nearly 25 years of experience in the contact center services market, and its headquarters is in Wrocław.
In 2026, CCIG Group was included in a ranking of the five best customer support companies in Poland prepared by Business Insider. The gold ECCCSA statuette is a further confirmation of the company's position - in the previous edition of the competition, in 2024, CCIG Group also reached the final of the European Contact Centre & Customer Service Awards.
What's next for the project
The CC BrAIn project is led by Tomasz Szeredy, who after receiving the award announced further development of the system. The company plans to scale AI solutions into further areas of its operations and expand them with new functionalities, treating the award as a starting point rather than the culmination of its work on implementing artificial intelligence.
The gold statuette is a huge honor, but an even bigger commitment - we have an intensive period ahead of us involving scaling up solutions and expanding them with further functionalities. We certainly haven't said our last word on AI yet - Tomasz Szeredy, CC BrAIn project lead, CCIG Group
For the Polish outsourcing market, this award carries significance beyond the company itself. It shows that domestic contact centers can compete at a European level not only on labor costs but on the quality of their technology implementations - in an industry where pressure to automate customer service grows year by year, and clients increasingly ask service providers about their AI strategy before signing a contract.
Poland's contact center sector employs tens of thousands of people, and the question of how artificial intelligence will change the nature of this work remains open. The approach presented by CCIG Group - AI as decision support with human oversight retained - fits into a broader trend in which companies in the industry increasingly stress that automation is meant to relieve employees, not replace them.
