Teleperformance has selected Avaya OneCloud Subscription to transform communications platform.
Teleperformance will be deploying 126,000 Unified Communications (UC) and Contact Center (CC) seats to increase employee productivity, maximize team collaboration, and drive customer satisfaction across its sites in nine countries.
Avaya worked with Teleperformance to significantly expand their deployment of home-based agents to upward of 170,000 to keep employees safe while ensuring business continuity for their clients.
Teleperformance earlier said that its work-at-home capabilities are used by nearly 220,000 employees, representing more than 80 percent of the active workforce, during the Covid-19 epidemic.
Teleperformance’s goal is to enable more than 50 percent of its operational workforce to work at home, thanks to the wider deployment of TP Cloud Campus, its new international cloud campus solution.
Avaya OneCloud Subscription now supports Teleperformance’s global footprint, helping provide a path to modernize their customer’s communications environment and support the continued pressing needs for agent desktop flexibility amid long-term “work from home” requirements. The new 3-year subscription spans all world regions.
“Teleperformance remains focused on the mission to support our customers by the use of reliable, flexible and intelligent technological solutions plus compliance with the industry’s highest security and quality standards,” said Dev Mudaliar, Global CIO, Teleperformance, in a statement.
“Teleperformance’s decision to move to subscription model for on-premise communication infrastructure is a logical next step in their journey to the cloud and to accelerate their overall business transformation,” said Jim Geary, vice president Global Enterprise Accounts, Avaya.
Research firm Technavio said the call center outsourcing market is poised to grow by $13.67 billion during 2020-2024, progressing at a CAGR of over 3 percent during the forecast period.
Some of the leading call center outsourcing companies includes Atento SA, Bertelsmann SE & Co. KGaA, Hinduja Global Solutions, Sitel Group, StarTek, Sykes Enterprises, SYNNEX, Teleperformance, Transcom Holding and TTEC Holdings.