TMCnet News
Teleperformance USA Awards Contract to Genesys Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced that Teleperformance USA, a provider of outsourced Customer Relationship Management services for Fortune 500 companies, purchased Genesys Voice Platform and Genesys Framework. Teleperformance USA will use Genesys Voice Platform to replace its current, proprietary software & hardware, enabling it to add service features while reducing costs.A part of the SR.Teleperformance Group, Teleperformance USA is one of the largest contact center outsourcers in the U.S. and operates over five thousand workstations from more than 20 contact centers across the country, as well as from multiple offshore locations in Argentina, Brazil, Canada, El Salvador, Mexico, Philippines and India. The company required an open, flexible and scalable solution to help in the management of the millions of calls it receives every month. Genesys' platform - and hardware - agnostic, standards-based software solutions met all of Teleperformance USA's requirements. "As one of the largest outsourcers in the U.S., we were looking for an open and scalable solution that brought a competitive advantage to us and to our clients," said Alan Truitt, president of business development at Teleperformance USA. "Genesys Voice Platform and Framework gives us greater flexibility in tailoring our service to meet individual client needs, further enhancing our ability to tightly control operational costs and deliver a world-class customer experience." Genesys Voice Platform, based on Voice XML open-standards, extends automated self-service beyond the limits of traditional IVR capabilities by allowing customers to access Web-based information from any telephone. Voice Platform will enable Teleperformance USA to deliver cost-effective speech self-service to end-customers and seamlessly transition them to an agent-assisted transaction whenever necessary. The solution is ideal for a wide variety of customer transactions such as obtaining account balances, transferring funds, requesting literature, checking flight status, ordering products and scheduling services. "As a provider of outsourced Customer Relationship Management solutions, Teleperformance USA understands the importance of providing exceptional customer service," said Paul Segre, chief technology officer, Genesys. "The Genesys software suite is an ideal solution to support Teleperformance USA's hosted call center services. Both Teleperformance USA and their clients will benefit from the flexibility our open software platform delivers." |