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Teleperformance's New Desktop Solution Enhances Performance, Security

By Madhubanti Rudra
TMCnet Contributor

An industry leader in outsourced CRM and contact center services, Teleperformance recently released the latest version of its Teleperformance (News - Alert) Desktop solution, which provides the core application framework for many of Teleperformance's suite of secure communication tools.

Teleperformance Desktop also powers Teleperformance's HomeBase (Work-at-Home-Agent) and Contact Center on Demand (CCoD) solutions. In its latest version, Desktop 3.5 will enhance performance and security at the call centers and at homes, the company announced in a press release.

“Teleperformance leads the industry with world-class, award-winning security measures in contact center information defense. Desktop 3.5 encompasses an extremely innovative security layer offering added assurance for both on-premise and home-agent models,” Teleperformance’s chief security officer, Bruce Wignall, commented in a statement.

Teleperformance Desktop supplies 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, the company officials explained. The latest version provides enhanced stability to the core parts of Desktop, increasing contact center effectiveness and productivity.

Desktop 3.5 is particularly helpful for the work-at-home environments, the company informed in the release. Leveraging proprietary, breakthrough technology, Teleperformance Desktop 3.5 provides continuous video feeds of agent workstations. Built-in cameras pan, tilt and zoom to continually verify work and agent identity.

Desktop 3.5 also offers enhanced reporting and integration capabilities powered by Teleperformance Reports, which cover more events and alerts. With auto update support, the newest features are always available, increasing efficiency and ensuring the optimal working environment. The new version allows agents needing the immediate attention of a cyber-supervisor to generate quick alerts and private chats. Also, client RSS feeds are integrated directly into Desktop 3.5 alerts.

“The added efficiencies that Teleperformance Desktop 3.5 provide result in faster call resolution, an improved customer experience and further cost control, Teleperformance CEO Brent Welch, noted in his statement. “This is just another example of the superior level of services and technologies we offer our clients.”

According to industry watchers, the numbers of work-at-home agents are on rise and secure solutions like Teleperformance Desktop 3.5 are making work-at-home as safe as work-on-premise.

A couple of months back, Teleperformance announced the acquisition of 100 percent of the equity of U.K.-based beCogent. Based in Scotland, beCogent has recognized expertise and deep experience in numerous industry sectors, with an emphasis on the retail, financial services and Telco/ISP industries. With this new operation in Scotland, Teleperformance planned to significantly extend its geographic footprint in the U.K. In becoming the second largest operator of outsourced contact centers in the UK, Teleperformance will be able to serve all parts of the U.K. more effectively and deliver the most comprehensive offer in the market.