October 07, 2010 08:00 ET

New Ovum White Paper Commissioned by Teleperformance and Genesys Offers Best Practices for Hosted Contact Center Implementations

SALT LAKE CITY, UT--(Marketwire - October 7, 2010) -  A growing number of enterprises are looking to hosted contact center services to reduce capital outlay and to access a wide range of technology options. This is despite shrinking budgets and limited in-house expertise, according to a recently published Ovum white paper entitled "The Do's and Don'ts of Hosted Contact Center Implementations; A Guide to Best Practices."

The report, commissioned jointly by Teleperformance, the world's leading provider of outsourced CRM and contact center services, and Genesys, of Alcatel-Lucent, details how to make improvements in contact center operations to optimize customer care and control costs over the long-term, without disrupting customer service delivery. It helps readers:

  • Understand how to think differently about the contact center and use technology and processes strategically

  • Identify potential challenges in implementing a hosted contact center solution and plan accordingly

  • Choose the right strategic partner to deploy a successful hosted contact center operation

Daniel Hong, lead analyst of Customer Interaction for Ovum, comments, "In light of escalating costs and service demands, we are seeing a focus on new and innovative contact center operating models. Hosted models have emerged as a viable option to generate strategic cost savings while increasing performance. To take advantage of these benefits, it is imperative that companies implement the solutions right the first time with tactical and strategic goals in mind in order to capitalize on new capabilities and pricing paradigms."

Dominic Dato, Executive Chairman of Teleperformance USA, adds, "We are extremely pleased with the guidance of the white paper. Knowing how to implement this type of solution effectively is an increasingly important tool for executives looking to provide the best services to their customers."

Brent Welch, CEO of Teleperformance USA, adds, "We understand the business challenges enterprises face with running in-house contact centers, including reduced budgets, attrition and capital expenditure required to keep up with technology. The hosted contact center model, when implemented correctly, has not only been proven to deliver cost savings to our clients, but more importantly, has increased service quality to our clients' customers."

The white paper contains ten best practices for effectively deploying a hosted contact center and is available online at Teleperformance Ovum White Paper.

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 83,000 computerized workstations, with more than 112,000 employees (Full-Time Equivalents) across 276 contact centers in 51 countries and conducts programs in more than 66 different languages and dialects on behalf of major international companies operating in various industries.

Contact Information

    Elizabeth Gordon
    Gordon Turner Communications
    Email Contact