Indonesia Contact Center Association

What Indonesia Contact Center Association does

The Indonesia Contact Center Association (ICCA) is a Jakarta-based, non-profit professional industry association founded in 2003 (firmographic record) — though its current website, branding, and TBCCI competition program trace to a 2014 relaunch — that develops and professionalizes the Indonesian contact center industry. ICCA's primary offerings are the annual The Best Contact Center Indonesia (TBCCI) competition, which has run continuously from 2015 through 2026 across 19 job classifications including Agent Inbound, Team Leader, Supervisor, Manager, WFM, QA, Trainer, IT Support, and Social Media; the Indonesia Contact Center Conference & Exhibition; recurring Thursday Technology Sharing sessions; Executive Seminars; and tiered membership programs (Emerald Rp 5 million, Sapphire Rp 20 million, Diamond Rp 50 million per year). Membership and competition participation span banking, telecommunications, transportation, utilities, and government sectors, with named members and participants including Bank BCA, Bank Indonesia, Bank Permata, Bank DKI, Indosat Mega Media, PT Kereta Api Indonesia (KAI), PLN, Blue Bird, and PGN. ICCA monetizes through annual recurring membership fees and corporate event sponsorships from technology vendors and large enterprises (AstraWorld, NICE, Avaya, Teleopti, Mitracomm Ekasarana, IBM Consulting, JABRA, HP|POLY, COPC Inc., Dimension Data). TBCCI winners receive benchmarking site visits to destinations including Macau, Thailand, Kuala Lumpur, and Singapore, reinforcing the association's position as the de facto industry recognition body. The association operates from Jakarta with 11–50 employees and maintains an active blog and social media presence on Twitter, Facebook, and LinkedIn.

Name

Indonesia Contact Center Association

Legal name

Indonesia Contact Center Association

Website

https://icca.co.id

Company type

Private

Founded year

2014

Operating status

Operating

Headcount range

11–50 employees

Short description

The Indonesia Contact Center Association (ICCA) is a Jakarta-based non-profit industry association that runs the annual The Best Contact Center Indonesia (TBCCI) competition, the Indonesia Contact Center Conference & Exhibition, and tiered membership programs serving contact center practitioners, enterprises, and technology vendors across Indonesia.

Ownership category

akta.pro rank

Product category

Industry Association Services

NAICS

Business Associations (813910), Convention and Trade Show Organizers (56192), Convention and Trade Show Organizers (561920)

SIC

Services-Membership Organizations (8600)

akta.pro primary industry

Association & Society Conference Management (Nonprofit, Professional Bodies) (THAHACAA)

akta.pro secondary industry

Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF)

Keywords

• Contact center association
• Industry awards program
• Professional training services
• Conference exhibition events
• Membership association services

Headquarters

HQ city

Jakarta

HQ country

Indonesia

HQ region

Asia

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Marketing or Sales, Operations, Others

Revenue model

1. Membership Fees: ICCA generates revenue through annual membership fees at three tier levels: Sapphire (Rp 20jt) includes email marketing, sharing sessions, competition participation, and training for Agent, Team Leader, QA, and WFM roles; Diamond (Rp 50jt) includes Supervisor and Manager-level training; Emerald (Rp 5jt) provides entry-level membership.
2. Event Sponsorships: Corporate sponsors sponsor the annual TBCCI competition and the Indonesia Contact Center Conference & Exhibition, generating sponsorship revenue.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels7 records

Core offering

Indonesia Contact Center Association (ICCA) is a professional industry association that develops the contact center sector in Indonesia by running The Best Contact Center Indonesia (TBCCI) annual awards competition, the Indonesia Contact Center Conference & Exhibition, Executive Seminars, and Thursday Technology Sharing sessions. It sells tiered membership (Emerald, Sapphire, Diamond) that gives companies and practitioners access to training, technology knowledge-sharing, and competition eligibility across agent, team leader, supervisor, and manager levels.

Product overview

Indonesia Contact Center Association (ICCA) operates as a professional industry association rather than a product company. Its core offerings center on industry development through The Best Contact Center Indonesia (TBCCI) annual awards competition, the Indonesia Contact Center Conference & Exhibition, and Executive Seminars. The association offers tiered membership programs (Sapphire, Diamond, Emerald) providing access to training, technology sharing sessions, and competition eligibility. These programs collectively support the development of contact center professionals and industry standards across Southeast Asia.

Differentiator

Problem solved

Functional benefit

Brands

• The Best Contact Center Indonesia: Annual competition and awards program for contact center industry in Indonesia, featuring various categories including Agent Inbound, Telemarketing, Customer Service, WFM, and Social Media.

Products and services

• The Best Contact Center Indonesia (TBCCI) Annual prestigious awards competition recognizing excellence in contact center operations across Indonesia, with categories spanning multiple job classifications and site visit opportunities for winners.
• Indonesia Contact Center Conference & Exhibition Annual flagship conference and exhibition bringing together contact center professionals, industry leaders, and technology vendors to discuss trends including AI integration, omnichannel CRM, and customer experience management.
• Executive Seminar Executive-level training and knowledge-sharing sessions for operations managers, WFM professionals, schedulers, and desk control personnel, focusing on workforce management and human-touch approaches.
• Thursday Technology Sharing Regular technology sharing sessions featuring industry vendors and experts discussing contact center technologies such as workforce management, customer experience, and contact center innovation, hosted at Graha Seti, Jakarta.
• Sapphire Membership Mid-tier annual membership at Rp 20 million, including email marketing programs, technology sharing sessions, eligibility for all TBCCI categories, and seminar/training access for 2 agents and 3 team leader/QA/WFM personnel.
• Diamond Membership Premium annual membership tier at Rp 50 million, including training for 1 Supervisor-level and 1 Manager-level personnel plus all Sapphire benefits.
• Emerald Membership Entry-level annual membership at Rp 5 million, providing foundational membership benefits with access to ICCA programs and networking opportunities.
• Site Visit Program Industry benchmarking visits awarded to TBCCI winners, providing hands-on exposure to leading contact center operations and best practices at winning organizations.

Quantifiable outcome

• The TBCCI 2015 written test phase attracted over 500 participants from companies across Indonesia.
• +2 more outcomes

Named customers9 records

Segments3 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Partnerships

Eight partnerships are on record, tiered minor and major.

• PT Kereta Api Indonesia (KAI)minorStrategic or Co-development Partner · 1 January 2026PT Kereta Api Indonesia (KAI) participated in the Indonesia Contact Center Conference 2026 with a presentation by Adityadarna Ari Ekantoputro on 'The Female Seat Map: Leveraging Technology for Safer Passenger Journeys,' demonstrating inclusive transportation safety technology.
• AstraWorldmajorGTM or Marketing Partner · 1 January 2015AstraWorld sponsored the TBCCI 2015 competition, providing support for the annual contact center excellence awards. AstraWorld is a subsidiary of Astra International focused on automotive and financial services.
• NICE Ltd.minorGTM or Marketing Partner · 1 January 2015NICE Ltd. sponsored TBCCI 2015. NICE is a global enterprise software company providing contact center solutions including workforce optimization and analytics platforms.
• AVAYAminorGTM or Marketing Partner · 1 January 2015AVAYA sponsored TBCCI 2015. AVAYA is a global technology company providing cloud and on-premise communications solutions including contact center platforms.
• TELEOPTIminorGTM or Marketing Partner · 1 January 2015TELEOPTI sponsored TBCCI 2015 and conducted a Thursday Technology Sharing session on Workforce Management with Human Touch in November 2014, with CEO/Founder Nils Bildt and Regional Sales APAC Mervyn Lim as speakers.
• Mitracomm EkasaranaminorGTM or Marketing Partner · 1 January 2015Mitracomm Ekasaran sponsored TBCCI 2015 as a technology and solutions vendor in the contact center space.
• PGN (Perusahaan Gas Negara)minorGTM or Marketing Partner · 1 January 2015PGN (Perusahaan Gas Negara), Indonesia's state-owned natural gas company, sponsored TBCCI 2015.
• Dimension DataminorGTM or Marketing Partner · 1 January 2014Dimension Data sponsored the Executive Talks event on November 20, 2014 at J.W. Marriott Hotel Jakarta, as part of ICCA's executive-level knowledge sharing program.

Scale indicators4 records

Recent moves5 records

Expansion highlights5 records

Others

• Genesys: Global cloud CCaaS platform vendor serving Indonesian and regional enterprises. Comparable as part of the same vendor ecosystem sponsoring industry events, but operates as a commercial technology vendor rather than an industry association.
• NICE Ltd. Global enterprise software vendor for contact center solutions (WFO, analytics, CX). A TBCCI sponsor and technology ecosystem player that intersects with ICCA's vendor community — not a peer in mission, but a key partner/customer relationship for ICCA's events and training.
• AVAYA: Global communications and contact center technology provider, TBCCI sponsor. Comparable as a vendor ecosystem participant rather than a peer in mission, but materially relevant as a recurring ICCA partner and audience source.

Broad incumbents

• International Customer Management Institute (ICMI): Global contact center and customer management organization offering certifications, training, events, and research. Comparable to ICCA in mission (professionalizing contact center operations) but operates at global scale with proprietary certification programs (e.g., CCXP).
• Contact Center Pipeline: Long-running industry publication and event organizer serving contact center leaders globally. Comparable to ICCA in serving the same practitioner audience with editorial content and events, but at significantly broader geographic scale.
• Customer Contact Week (CCW): Large-scale global conference and media brand for the contact center industry. Comparable to ICCA in flagship event execution but operates internationally with a media/publishing platform and paid conference business model at much larger scale.
• COPC Inc. Global CX operations consultancy and standards body that presents at ICCA's 2026 conference. Comparable as a thought-leadership and benchmarking authority for the contact center industry, though structured as a paid consulting/certification vendor rather than a membership association.

Direct peers

• Contact Center Association of the Philippines (CCAP): The Philippines' primary contact center industry association, directly comparable to ICCA as a national body running annual awards programs, membership tiers, and industry conferences for contact center practitioners. Both serve as the de facto voice of their country's BPO/contact center ecosystem.
• Customer Contact Association Singapore (CCA Singapore): Singapore-based customer contact industry association serving CX practitioners across SEA with awards, training, and benchmarking — a near-mirror peer to ICCA in format and member profile, though in a smaller market.
• Contact Centre Association Malaysia (CCAM): Malaysia's national contact center industry association, structurally similar to ICCA in running training, certification, and an annual industry awards program for Malaysian contact center professionals and enterprises.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

• Xx.com/ICCAIndonesia
• Facebookfacebook.com/IndonesiaContactCenter
• LinkedInlinkedin.com/company/iccaindonesia

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Indonesia Contact Center Association