Twilio and Teleperformance Will Collaborate on New Contact Center Solutions

Digital engagement is the future of customer service, as customers simply no longer want to go back to the old ways of doing business. For years, traditional call centers were the only line of contact customers had, making it difficult to get the quality service they needed in a timely fashion. Now with digitalization transforming the business world, consumers expect their favorite brands to adapt by offering personalized contact center support through their preferred channel of communications.

According to a recent article from Directors Club, cloud communications platform provider Twilio and digital business solutions developer Teleperformance recently announced a new partnership to develop the next generation of cloud-based contact center solutions. As part of this strategic partnership, Teleperformance (News - Alert) leaders intend to leverage Twilio's solutions, including Flex, to allow customers to program their contact center platform with enhancements to meet their specific business needs.

“We believe the best customer experiences cannot be bought – they must be built. Companies that embrace a ‘build or die’ mindset can better meet the distinct needs of their customers, and build truly differentiated experiences. Teleperformance is a prime example of this being done right. Through this partnership, Twilio (News - Alert) enhances Teleperformance’s existing technology-building capabilities to benefit consumers for the world’s biggest brands and entities.”

Twilio and Teleperformance executives have long term plans to further enhance contact center operations with added video support, an aspect of contact center engagement both Twilio and Teleperformance leaders believe will be highly important in the post pandemic era.

Sidarth Mukherjee, global head of transformation & knowledge service at Teleperformance, added. “There is huge client demand for digital customer experience cloud-based solutions and our partnership with Twilio gives our technology innovation capabilities a future proof advantage to our clients.”

Edited by Luke Bellos