Teleperformance USA Awards Contract to Genesys
SAN FRANCISCO - Genesys Telecommunications Laboratories Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA) announced that Teleperformance USA, a provider of outsourced customer relationship management services for Fortune 500 companies, purchased Genesys Voice Platform and Genesys Framework. Teleperformance USA will use Genesys Voice Platform to replace its current, proprietary software and hardware, enabling it to add service features while reducing costs.
A part of the SR.Teleperformance Group, Teleperformance USA is one of the largest contact center outsourcers in the United States and operates more than 5,000 workstations from more than 20 contact centers across the country, as well as from multiple offshore locations in Argentina, Brazil, Canada, El Salvador, Mexico, Philippines and India. The company required an open, flexible and scalable solution to help in the management of the millions of calls it receives every month. Genesys' platform - and hardware - agnostic, standards-based software solutions met all of Teleperformance USA's requirements.
Genesys Voice Platform, based on Voice XML open-standards, extends automated self-service beyond the limits of traditional IVR capabilities by allowing customers to access Web-based information from any telephone. Voice Platform will enable Teleperformance USA to deliver speech self-service to end-customers and transition them to an agent-assisted transaction whenever necessary.