Teleperfomance

Delivers a customer-centric call centre solution

Teleperformance is an industry-leading digital business services company supporting clients and their customers in over 170 countries worldwide. With nearly 500,000 inspired and passionate people speaking over 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients and the environment. We deliver the industry’s most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful, sustainable ways.

Recognized as a Genesys Platinum Partner — and one of only 10 partners to achieve the exclusive GSI global certification — Teleperformance is at the forefront of using Genesys technologies to optimize customer experiences. With a dedicated innovation team and a 24/7 support center for the Genesys Cloud™ platform, Teleperformance delivers high-quality, best-in-class customer support services for leading brands across industries and around the world.

Already serving more than 200 Genesys clients, we offer one of the world’s largest teams of Genesys-certified engineers, supported by over 3,000 CX solution experts in TP Infinity, the digital services arm of Teleperformance. TP Infinity integrates consulting, solution design, data analytics and the most advanced technologies to offer a comprehensive portfolio that addresses the multifaceted needs of businesses worldwide.

Benefits

  • Enables innovative solution that integrates any telephony platform
  • Improves global contact centres efficiencies
  • Provides proactive fraud response for client’s infrastructure

Challenges

  • Lacked flexibility to integrate with clients’ telephony platforms
  • Existing fraud prevention tools limited historical view
  • Needed real-time agent views across global centres

Genesys provided us with great cost and time-savings in creating this solution that is now a must-have for so many of our customers.