Teleperformance, a global provider of outsourced customer service, is using software from Genesys to launch a major new hosted "Contact Center On Demand" solution that allows enterprises to quickly and cost effectively scale operations and add robust multi-channel capabilities.

With its new hosted products and services, Teleperformance (News - Alert) will enable businesses of all sizes to launch or expand their call center footprint without investing in contact center infrastructure and IT staff.

Teleperformance’s hosted services will support the complete range of customer service needs and include Genesys (News - Alert) voice and multi-channel routing and queuing, voice and Web self-service, queue management, CTI, workforce management, real-time monitoring, and reporting and analytics.

In a release, Nicolas De Kouchkovsky (News - Alert), president of Genesys, said Teleperformance is a world leader with a proven understanding and an excellent track record of creating exceptional customer experiences.

Genesys noted Daniel Hong, lead analyst, Customer Interaction Technologies for Datamonitor, pointed out the popularity of ‘cloud’ software across multiple facets of customer service.

 

Hong sees this new service offered by Teleperformance as an important development and believes it to represent a significant step for the company. This new offering also further demonstrates the attractiveness of the hosted contact center model in the enterprise market.

 

Brent Welch, CEO of Teleperformance USA, indicated that they are combining the best of Genesys and Teleperformance to offer the most complete and robust solution available today. They are now in a position to serve their clients needs across a wide variety of verticals and types of markets served.

 

"We are delighted to continue our commitment to our clients around the world, by offering the highest caliber of customer service agents in the business, leading-edge technology and a safe and sound infrastructure to enhance their business, and ours," added Dominic Dato, executive chairman of Teleperformance USA.

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