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Frost & Sullivan Lauds Teleperformance for its Product Innovation and Visionary Market Positioning with the E-Performance Solution for Social Media

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Frost & Sullivan Lauds Teleperformance for its Product Innovation and Visionary Market Positioning with the E-Performance Solution for Social Media PR Newswire MOUNTAIN VIEW, California, June 4, 2012 - Teleperformance is now able to sustain the customer care of its clients at every channel to create insights that will generate real value MOUNTAIN VIEW, California, June 4, 2012 /PRNewswire/ -- Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Teleperformance with the 2012 Latin American Frost & Sullivan Competitive Strategy Leadership Award for offering a unique solution that will help the company address one of the most recent and significant challenges it currently faces—how to address customer care through social media. Teleperformance is constantly monitoring its market environment and always strives to offer innovative solutions for clients. In this sense, e-Performance, its new solution for social media, adds an extra communication channel to the company platform. "e-Performance is a pioneer, and thus far, a unique solution in the contact center environment to address social media customer care," says Frost & Sullivan Industry Manager Juan Manuel Gonzalez. "With e-Performance, Teleperformance now has a complete client support platform, unifying speech and giving full support to voice and non-voice channels to generate insights for their clients, helping them with decisions about products, services, and processes.

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Frost & Sullivan Lauds Teleperformance for its
Product Innovation and Visionary Market
Positioning with the E-Performance Solution
for Social Media
PR Newswire
MOUNTAIN VIEW, California, June 4, 2012
- Teleperformance is now able to sustain the customer care of its clients at
every channel to create insights that will generate real value
MOUNTAIN VIEW, California
,
June 4, 2012
/PRNewswire/ -- Based on its recent
analysis of the contact center outsourcing market, Frost & Sullivan recognizes
Teleperformance with the 2012 Latin American Frost & Sullivan Competitive
Strategy Leadership Award for offering a unique solution that will help the
company address one of the most recent and significant challenges it currently
faces—how to address customer care through social media.
Teleperformance is constantly monitoring its market environment and always
strives to offer innovative solutions for clients. In this sense, e-Performance, its
new solution for social media, adds an extra communication channel to the
company platform.
"e-Performance is a pioneer, and thus far, a unique solution in the contact
center environment to address social media customer care," says Frost &
Sullivan Industry Manager Juan Manuel Gonzalez. "With e-Performance,
Teleperformance now has a complete client support platform, unifying speech
and giving full support to voice and non-voice channels to generate insights for
their clients, helping them with decisions about products, services, and
processes."
e-Performance has three stages. The first, buzz monitoring, monitors social
media opinions, impressions, and feelings regarding a specific topic, company
or product. The second, insights, goes deeper than buzz monitoring and
crosschecks information with other channels to help companies develop a
strategy and action plan. Finally, engagement, which offers key areas of
interaction in social media, like managing Facebook and/or Twitter pages and
interacting with posts identified in different social media networks.
In order to execute the competitive strategy of its new solution,
Teleperformance focuses on a value positioning of e-Performance instead of
using a price-based approach. This allows the company to show its clients how
they can become more efficient and competitive with the newest solution.
In this sense, Teleperformance hopes to reinforce its position as a value
partner to companies that can leverage customer insights. Teleperformance
believes that the business model that its competitors are using will not be
sustainable and is positioning itself to gain market share in the long term.
As such, Teleperformance focuses on strong service-level agreements (SLAs),
instead of costs. e-Performance is being offered as a modular solution, through
which clients can choose what part they want/need (buzz monitoring, insights,
engagement) in accordance with their strategy. Clients have the option to fully
outsource social media care to Teleperformance, or they can only hire part of