SOURCE: TELEPERFORMANCE

Teleperformance

May 25, 2010 09:00 ET

Teleperformance Partners With RightNow for Contact Center on Demand

World's Leading Contact Center Outsourcer Adds Customer Experience Suite for Complete Cloud Contact Center Solution

SALT LAKE CITY, UT--(Marketwire - May 25, 2010) -  Teleperformance, the world's leading provider of outsourced CRM and contact center services, today announced a new partnership with RightNow Technologies for customer experience solutions to enrich Teleperformance's Contact Center on Demand (CCoD) hosted contact center offering.

In September, Teleperformance launched CCoD, enabling enterprises to quickly and cost effectively scale their service operations and add sophisticated multichannel capabilities. At the heart of these hosted services is the company's own contact center technology and management tools, a robust and highly scalable contact center platform from Genesys, plus cloud based customer experience solutions from RightNow. CCoD also offers access to Teleperformance's high caliber agent pool.

Teleperformance's Contact Center on Demand services allow clients to choose from a complete range of options to suit the precise needs of each project. The RightNow CX, customer experience suite, helps clients deliver a positive customer experience via the web, contact center, or social channels ensuring that customers receive accurate, up to date information no matter how they contact an organization. Agents can easily access a central, self-learning knowledge foundation to quickly answer questions or route inquiries to the subject matter expert. Using RightNow CX clients can also capture valuable customer feedback to incorporate into improving business and support interactions. 

The flexible hosted services model enables quick initial implementation and support for changes to applications and routing plans. It also provides the ability to seamlessly increase customer service capacity by adding supplementary seats or telephony ports on demand.

Through this unique deployment of products, Teleperformance provides industry-leading contact center capabilities, customizable to businesses of all sizes.

Teleperformance, named North American Contact Center Outsourcer of the Year by the industry analyst firm Frost & Sullivan, will leverage its experience and proficiency as it offers its progressive hosting services to complement features used by existing customers and to benefit new clients.

According to Frost & Sullivan Strategic Analyst, Michael DeSalles, "Teleperformance is superbly managed and has extremely high levels of client satisfaction, not just in North America, but also around the world."

Teleperformance USA CEO, Brent Welch, adds, "RightNow is the industry leader in enterprise customer experience solutions and the perfect partner for our solution. We're excited to offer our clients an unmatched solution for on-demand hosted services."

Dominic Dato, executive chairman of Teleperformance USA, says, "CCoD offers Teleperformance clients a strategic advantage over their competition. Not only are clients able to scale in real time, but their customers can receive the highest level of customer service through the best agents."

"The RightNow and Teleperformance partnership offers clients comprehensive contact center solutions to maximize agent productivity, while delivering superior customer experiences," said David Vap, chief solutions officer at RightNow. "Organizations can also take advantage of these solutions being provided via the cloud to increase operational efficiency and lower costs."

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 100,000 employees (Full-Time Equivalents) across 270 contact centers in 50 countries and conducts programs in more than 66 different languages and dialects on behalf of major international companies operating in various industries. www.teleperformance.com 

About RightNow

RightNow is helping rid the world of bad experiences one consumer interaction at a time, seven million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than eight billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com.

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