Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan has recently recognized Teleperformance with the 2015 Technology Innovation Leadership Award for its industry-leading security practice in the global contact center industry. Each year, Frost & Sullivan presents the Technology Innovation Leadership Award to the company that has developed a product or solution with innovative features and functionality.
In May 2015, Teleperformance announced an innovation that brings its customers and the market a new technology solution Enhanced Security Practice (ESP™). This solution accelerates the entry speed of confidential consumer data while securing the information capture process. The United States government, through its U.S. Patent and Trademark Office, issued Teleperformance a U.S. patent for "securely and efficiently processing telephone orders" through ESP™.
“The globalization of the contact center industry makes for more complex security challenges,” said Frost & Sullivan Principal Analyst Michael DeSalles. “Teleperformance’s newest technology will clearly service multiple applications, multiple products, and user environments in every region of the world.”
With ESP™, a consumer doesn’t need to give their address or credit card number to a representative when ordering a product or requesting service. All sensitive information is transmitted through a system of secure tokens in the background using biometric information provided by the consumer.
“Frost & Sullivan believes that Teleperformance has built a security-conscious culture within the entire organization, reinforcing customer trust, reducing agent churn, and uncovering gaps that may put client intellectual property at risk,” noted DeSalles. “When you consider the company’s Fraud Risk Assessment, the Virtual Briefing Center and the new ESP™ solution, it raises the bar in global contact center security. Teleperformance has invested in security solutions that provide the best possible customer experience for its clients.”
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.
Teleperformance (teleperformance.com), the worldwide leader in outsourced multichannel customer experience management, serves companies around the world with customer care, technical support, customer acquisition and debt collection programs. The Group operates about 135,000 computerized workstations, with more than 182,000 employees across around 270 contact centers in 62 countries and serving more than 50 markets. It manages programs in 63 languages and dialects on behalf of major international companies operating in a wide variety of industries. Teleperformance shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: SBF 120, STOXX 600 and France CAC Mid & Small. Symbol: RCF
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