Teleperformance applauded by Frost & Sullivan for enabling a seamless and effortless Customer Experience (CX) with its digital integrated business services


SAN ANTONIO, January 6, 2022 / CNW / – Based on its recent analysis of the Southern Cone CX outsourcing services industry, Frost & Sullivan is honoring Teleperformance with the 2021 Enabling Technology Leadership Award. The company helps organizations create seamless and effortless CX while dramatically reducing the costs of front and back office operations. The company adopts artificial intelligence (AI), advanced analytics, omnichannel capabilities, natural language processes (NLP), and streamlined security tools to deliver exceptional CX.

Teleperformance technology services allow partner companies to avoid the periodic management of maintenance and development and use the most appropriate technology for each use case to be solved in a pay-as-you-go scheme. Organizations that purchase a license to develop robotic process automation (RPA) in-house end up automating all processes that are unsuitable for automation (to cushion the high price paid for the license) and ultimately detrimental to business. In addition, organizations are partnering with Teleperformance for its consultancy, process reflection and innovation capabilities. Teleperformance provides an advisory role to help organizations choose the optimal tools or technology, determine the right approach for each organization, and rethink CX-related processes to make the customer journey smooth and frictionless.

“Teleperformance provides very complex services and assumes a position of trusted advisor and long-term partner, helping it to build lasting relationships with its clients and avoid price-based competition, as many competitors cannot reproduce its innovation capacities. It provides technology as a service. integrated with its front and back office interaction management services, allowing companies to avoid the high costs of acquiring technologies with expensive licenses, ”said Sebastian Menutti, industry analyst.

Organizations are maximizing the use of automation, self-service, and AI tools to divert contact center traffic. As a result, these organizations are reducing costs, improving efficiency, and optimizing their CX. Teleperformance guides companies to adopt digital omnichannel approaches and meet customers when, where and how they want to reach brands, while strengthening back office processes, resulting in easy, frictionless and memorable CX. The multi-channel and cross-channel interaction strategy through omnichannel customer engagement delivers consistent, transparent and high-quality CX. Teleperformance orchestrates a backend and frontend strategy, including digital channels and intelligent virtual assistants, to bridge this gap.

“TP benefits from a very diverse customer portfolio in the Southern Cone, which allows it to digitize CX in a variety of industries, ranging from financial services and healthcare to e-commerce. While guiding its partners in the digitalization of their customer-oriented processes, the company has shown strong financial results which has enabled it to reach the first position in the Argentinian market and to grow exponentially in Chile, reiterated Menutti.

Teleperformance’s chat and voice-based cognitive virtual assistants continuously learn from experience and improve based on lessons learned from past interactions, helping businesses cut costs by at least 40%. With brand equity, commercialization success and strong overall performance, Teleperformance wins the 2021 Frost & Sullivan Enabling Technology Leadership Award in the Southern Cone CX Outsourcing Services sector.

Each year, Frost & Sullivan presents this award to a company that has developed pioneering technology that improves current products and enables the development of new products and applications. The award recognizes the high potential for market acceptance of the recipient’s technology.

The Frost & Sullivan Best Practices Awards recognize companies in various regional and global markets for demonstrating outstanding achievement and superior performance in leadership, technological innovation, customer service and strategic product development. Industry analysts compare market players and measure performance through in-depth interviews, analysis, and secondary research to identify best practices in the industry.

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SOURCE Frost & Sullivan


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