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Teleperformance (NYSE Euronext Paris: FR 0000051807) Launches Teleperformance Tools Version 3.0
(Market Wire Via Acquire Media NewsEdge) SALT LAKE CITY, UT -- (MARKET WIRE) -- 02/09/10 --
Teleperformance, the world's leading
provider of outsourced CRM and contact center services, today announced the
launch of Teleperformance Tools 3.0, the newest in an ever-evolving suite
of solutions used by Teleperformance operations to benefit enterprise
clients. The tools integrate directly with the Teleperformance Contact
Center Management System (CCMS) and enhance communication, increase
transparency, and improve overall customer satisfaction. The smooth
integration of these components into a total suite of solutions provides a
consistent and cohesive interface and experience for all users (from
clients to agents to administration/management).
"Teleperformance's robust and advanced technologies and tools are a key
part of the top-rated solution we provide to our clients," stated
Teleperformance USA CEO Brent Welch.
Dominic Dato, Executive Chairman of Teleperformance USA, continued,
"Teleperformance Tools 3.0 provides an unparalleled, real-time view into
our call center operations agent activity. This offering allows us to
partner closely with our clients to help them manage costs while ensuring
their customers are highly satisfied. With Teleperformance Tools 3.0,
Teleperformance customers have even greater visibility into their programs
than was possible previously. We can respond in near real-time to drive
even better service."
"Major companies are increasingly demanding very sophisticated, secure,
complete contact center solutions. Teleperformance Tools 3.0 is another
significant platform enhancement to Teleperformance's award-winning
outsourced contact center solutions that allows them to continue to lead
this market," noted Michael DeSalles, Strategic Analyst with Frost &
Sullivan.
Teleperformance Tools 3.0 includes increased capabilities and
functionalities in the areas of agent management, analytics,
communications, operations, agent authentication and security, to meet the
compliance and security requirements of Teleperformance customers and
improve day-to-day operations and results.
New and Updated Tools:
Teleperformance Passport -- A new addition to the suite, this
voice-biometric, two-factor login authentication system provides more
secure access to confidential data.
Teleperformance Desktop -- A targeted communication system consisting of
both client and server applications which, when combined with business
workflow processes, create a powerful, dynamic, and secure contact center
messaging solution that increases customer satisfaction. It now uses more
dynamic communications and real-time messaging for improved productivity
and greater collaboration between work groups. New features include:
-- Globalization and internationalization
-- Enhanced support for VOIP
-- Improved security for client machines
-- Updated web administration portal
-- Global reporting and metrics/usage collection
-- Team alerts
-- Invitation to connect video conferencing
-- Session inventory and time reporting
-- A packaged VPN security appliance
Also included within Desktop is Teleperformance's ServiceChat application
that provides Web chat capabilities for both internal and external
communications to make connecting and sharing information even easier. It
now boasts an improved interface and supports increased levels of
customization.
Teleperformance Observer -- A real-time agent observation and call floor
management application providing a single interface for floor management,
call emotion analysis, historical point in time analysis, and historical
reporting. With this release, Teleperformance has added:
-- Integration with Teleperformance Agent for remote observation of
desktop state (such as power status or agent login status)
-- Enhanced floor mapping
Teleperformance Reports -- A comprehensive reporting application that
empowers users to generate on-demand reports and graphs for real-time
analysis and distribution. It also grants the ability to create custom
reports through an easy-to-use interface and now includes:
-- Improved administrative and template-building interfaces
-- New functionality being added to the Web-based interface
-- New survey capabilities allowing for world-wide metrics collection and
analysis
-- Supervisor evaluation and effectiveness analysis
Teleperformance Connect -- A Web-based meeting and desktop video
conferencing solution that helps reduce travel costs, increase
productivity, and improve team collaboration and communication. With this
release, the secure, real-time connection adds:
-- Enhanced administrative and meeting room interfaces
-- Integration with Teleperformance Desktop for remote workers
The new enhancements and features of Teleperformance Tools 3.0 serve
enterprise clients with superior operations and demonstrate
Teleperformance's commitment to growth, innovation, and improvement.
ABOUT TELEPERFORMANCE
Teleperformance (NYSE Euronext Paris: FR 0000051807), the world's leading
provider of outsourced CRM and contact center services, has been serving
companies around the world rolling out customer acquisition, customer care,
technical support and debt collection programs on their behalf. In 2009,
the Teleperformance Group achieved EUR 1.848 billion revenues (US$2.6
billion - average exchange rate at December 31, 2009: EUR 1 = US$1.39).
The Group operates about 82,000 computerized workstations, with more than
100,000 employees (Full-Time Equivalents) across 268 contact centers in 49
countries and conducts programs in more than 66 different languages and
dialects on behalf of major international companies operating in various
industries.
www.teleperformance.com
CONTACT:
Elizabeth Gordon
408-840-9883
Email Contact
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