Extra tags: Contact Centre
Twilio, the leading cloud communications platform, and Teleperformance, a global leader of digitally integrated business services, have announced that they are partnering to bring the next generation of cloud contact centre solutions to companies worldwide.
The pandemic has altered how people interact with brands, and the goal of this collaboration is to help businesses capitalise on this momentum. COVID-19 sparked digitisation, and there is no turning back to the old way of doing things. In fact, according to Twilio's 2021 State of Customer Engagement Report, 87% of business leaders believe that digital customer engagement will remain critical to their company's success in the future.
Consumers have adopted digital channels en masse and are demanding more personalised care and engagement. To differentiate and take advantage of this opportunity, Teleperformance and Twilio are working together to give companies access to Twilio's best in class technology combined with Teleperformance’s 40 years in Customer Experience.
Teleperformance will employ Twilio technologies such as Flex, Twilio's programmable cloud-based contact centre platform, to provide market-leading solutions to its customers in order to create a leading cloud contact centre solution. Twilio's innovative contact centre technology will be combined with Teleperformance's leading human talent and empathy, laying the groundwork for the next generation of customer interaction experiences.
In the long-term, Twilio and Teleperformance intend to build on this partnership to transform the way customer engagement is delivered in organisations of all sizes and structures. The aim is to jointly develop new solutions, such as the strong emergence of video as a channel, which stem from both areas of expertise - digitally integrated customer experience management and cloud communications.
Additionally, Twilio and Teleperformance will engage organisations around the world with a joint and unique one-stop-shop motion that will provide world-class customer engagement, business process optimisation, and innovation to help clients achieve their business goals and increase customer lifetime value.
Glenn Weinstein, chief customer officer at Twilio commented: “We believe the best customer experiences cannot be bought - they must be built.
Companies that embrace a ‘build or die’ mindset can better meet the distinct needs of their customers, and build truly differentiated experiences. Teleperformance is a prime example of this being done right. And Teleperformance didn't need to build their solution from scratch - they are using Twilio’s APIs as building blocks to create the best customer engagement experience possible. Through this partnership, Twilio enhances Teleperformance’s existing technology-building capabilities to benefit consumers for the world’s biggest brands and entities.”
Sidarth Mukherjee, global head of transformation & knowledge service at Teleperformance added: “Teleperformance clients include the largest and most successful brands on the planet, emerging new economy companies and governments who come to us for our expertise as an integrated business service provider. They all depend on us to meet their business objectives and give their customers an outstanding experience on each interaction regardless of subject or channel. There is huge client demand for digital customer experience cloud-based solutions and our partnership with Twilio gives our technology innovation capabilities a future proof advantage to our clients.”
