Introducing: The Teleperformance Cloud Campus: Work-at-Home Reimagined

As our new reality unfolds, businesses in many sectors must still rely on home-based customer service experts – and this will continue for some time. So, having an efficient and effective work-at-home business model has become business critical. This is why Teleperformance continues to break new ground in recruiting and managing remote teams. Introducing Teleperformance Cloud Campus!

What is Teleperformance Cloud Campus?
Teleperformance Cloud Campus is the most efficient and effective model for hiring, training, and managing remote teams while ensuring exceptional, consistent customer experiences. Now, interaction experts can truly live anywhere, and just connect to supervisors and colleagues via one of our innovative Cloud Campus Hubs.

How does it work?
Teleperformance can source agents from anywhere in the world, overcoming geographic barriers to deliver the best talent in the industry. Designed from the ground up to specifically support dispersed teams, our digital command centers – or Cloud Campus Hubs – keep employees connected and engaged, while providing support tools, coaching, and career advancement opportunities.

Flexibility and Business Continuity, Delivered
Prepare your business to weather any storm. This agile business model provides the flexibility and scalability to overcome future business disruptions – or just adjust to meet changing seasonal demands. The Teleperformance Cloud Campus model makes it easy to scale up or down as business needs change.

Kinder to the Earth, Kinder to Our People
Because of reduced commercial facility use, the Teleperformance Cloud Campus model helps lower the carbon footprint. Plus, it encourages inclusion and diversity by offering employment opportunities for the mobility-challenged and disabled.

Enhanced Security
Data privacy and security are top priorities. The Teleperformance Cloud Campus protects sensitive data using secure, PCI-certified architectures, fraud prevention protocols, and strict employee policies. Moreover, our Cloud Campus model uses multi-factor authentication and device lockdown, while ensuring that no data is stored locally.

Proven Methods
Teleperformance uses various tools and methods for managing remote resources including:
- Digital recruitment
- Virtual training rooms
- Virtual engagement and learning-based games
- Dedicated personnel support and departments

Interested in Teleperformance Cloud Campus? We’re here to help your business succeed in today’s rapidly changing global market. Learn more about TP Cloud Campus today!

Source: https://teleperformanceblog.com/customer-experience/introducing-the-teleperformance-cloud-campus-work-at-home-reimagined/

2021 Buyers Guide

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Customer Experience (CX)

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1.)	3Fiftynine Branches Improves customer experience by helping find the agent the right information within a click. https://www.3fiftynine.nl/en/solutions/branches

2.)

Abacus Cambridge Partners Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries. We offer the following services: Business Process Outsourcing Customer Experience and Customer Relationship Management Enterprise Resource Planning AI & Robotic Process Automation API M... (read more)Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries. We offer the following services: Business Process Outsourcing Customer Experience and Customer Relationship Management Enterprise Resource Planning AI & Robotic Process Automation API Management and Microservices Human Capital Management Identity & Access Management Application Development Enterprise Cloud Data Management & Analytics PH: +44 (0) 207 397 8725 https://www.abacuscambridge.com/

3.)

AmplifAI AmplifAI Performance Acceleration for Sales & Service AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience. PH: 3363030506 https://www.amplifai.com/

4.)

Aspect Software Aspect CXP Pro Aspect CXP Pro is a feature-rich, cost-efficient software suite that pairs Aspect's powerful application lifecycle management platform, Aspect CXP, with its enterprise-class IVR platform, Aspect Prophecy—for a complete toolset that empowers enterprises to easily design, implement, deploy and manage IVR and digital self-service applications across multiple customer channels. With its easy-to-use web-based Business User Interface, even non-technical staff can quickly implement changes, roll out updates, monitor usage and maintain the entire array of self-service applications for voice/IVR, mobile web, messenger apps and SMS. PH: 1-888-547-2481 https://www.aspect.com/call-center-solutions/call-center/aspect-cxp-pro

5.)

At Random Communications Contact Center Observation Services Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance. Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions. Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition. Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa... (read more)Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance. Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions. Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition. Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer satisfaction with your products, services, and contact center interactions. One-To-One Coaching and Onsite Training - Our contact center coaching and training programs focus on customer service skills training and specific quality issues identified for improvement. PH: 8605673733 https://arllc.com/

6.)

BravaTrak BravaTrak BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement. It does this, by: - Providing you with a customer experience coaching framework - Turning your managers into High-Performance Coaches - Giving you real-time visibility of your managers’ coaching activity We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention. Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement. PH: +64 9 623 3662 https://bravatrak.com

7.)

Britannic Technologies INBOX INBOX: A place for every digital interaction! INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. PH: 01483 242526 https://www.btlnet.co.uk/

8.)

Calabrio Calabrio ONE Workforce Optimization Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience. PH: US: +1 (855) 784-2807 | EMEA: +44 0203 367 2122 https://www.calabrio.com/

9.)

Callsultant Outsourced Contact Center Services, Contact Center Consultancy Services We offer a wide range of inbound and outbound services including; -Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up. https://www.callsultant.com

10.)

ComSys S.A. CFront for Digital Communication Channels CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels. Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe... (read more)CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels. Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions. PH: +302109241486 https://www.comsyscx.com/products/cfront/

11.)

Conectys Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions. We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements. PH: 646-381-1599 https://www.conectys.com/customer-experience-services/

12.)

Consilium Software Consilium UniRSM™ Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access. Has your contact center moved to Cisco Jabber softphones for agents,... (read more)Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access. Has your contact center moved to Cisco Jabber softphones for agents, moved to the Cisco Remote Agent over Broadband approach, or using a Cisco Unified Communications Mobile and Remote Access deployment (MRA), or perhaps enabled agents to use their mobile phones for the voice endpoint using Cisco Unified Mobile Agent (CUMA)? Consilium UniRSM™ has a real-time monitoring solution for all contact center deployment models, and works with Cisco UCCE, PCCE, HCS-CC, UCCX and even for CUCM-only collaboration environments. Apart from an IVR dial-in method, UniRSM™ also has a mobile and desktop-based WebViewer version. UniRSM™ is the preferred choice of contact centers globally who are seeking real-time monitoring and coaching functionality as a migration option for the end-of-sale Cisco Remote Silent Monitoring (RSM) product. The new UniRSM™ architecture achieves this with endpoint-based monitoring where built-in-bridge (BiB) is supported by the agent’s voice endpoint for silent monitoring, or with trunk-side monitoring where SIPREC is used for duplication of media at the Cisco CUBE (the latter applying for monitoring agents without BiB or when silent monitoring is not supported, such as when using Jabber over MRA.) Continuous improvement is only possible with effort, so monitoring and coaching are not really a nice-to-have, but a must-have. Call monitoring helps contact centers improve by helping new and struggling agents become better, and turning good agents into great agents. The agents improve, the contact center excels, the company grows, and customers see visible results and become net promoters. With UniRSM™, everyone wins. PH: (+61) 406 501 368 https://consiliuminc.com/product/UniRSM-silent-monitoring-coaching

13.)

ContactEngine ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world. ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you. https://www.contactengine.com/

14.)

Creative Virtual V-Person™ Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages. V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),... (read more)Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages. V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP), human curation of content, AI and machine comprehension for continuous improvement and reliability of our solutions. We offer flexible integration options and unlimited customisation by channel, product, business unit, user profile and device. We also provide options for hosting on-premise, in the cloud and in a private cloud. Our experienced team provides consultation sessions to build a business case, develop a conversational AI strategy and improve existing chatbot projects. The team delivers best practice expertise and guidance on implementation, ongoing development and optimisation to enable long-term success. Options are available for a managed service, to manage the solution in-house and for a combined approach. PH: +44 (0)20 7719 8332 https://www.creativevirtual.com/solutions/

15.)

CUSTOMER SQUARE CROSSCRM.CX Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop. Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013. CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights. The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions. We ended this features list in 2008 by add... (read more)Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop. Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013. CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights. The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions. We ended this features list in 2008 by adding a Learning Management System dedicated to agents and call center teams. Our Modules are CRM Dataviz, Cross-Mining, Listener QM, Listener Survey and Listener LMS. https://cross-crm.com

16.)

Customer Touch Point Engage To Influence Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project. By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time. Our solutions include: • Contact Cen... (read more)Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project. By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time. Our solutions include: • Contact Centre as a Service (CCaaS) • Customer feedback software • Customer journey mapping • Telephony & IVR • Live chat • SMS • Email • Social media monitoring • Dynamic FAQs • Real-time and post-call text analytics . Our solutions in more detail Customer feedback Our customer feedback software solutions include multi-channel surveys, post-call IVR surveys, live wallboards, text analytics, SMS & digital feedback campaigns. Customer journey mapping Customer journey mapping looks at the entire customer journey, from the first customer interaction to the last. A detailed audit of the customer journey, using our Engage to Influence™ methodology, alongside our customer feedback audit and post-call analytics tool, will pin-point where and how we can make changes to improve customer contact and engagement. Telephony & IVR Telephony, touch tone and Natural Language IVR services include journey audits and re-design, scripting, automation, tone of voice and professional audio recording. Customer experience technology Our CCaaS is a true omnichannel contact management system across voice, email, chat, SMS and social media channel that delivers a single view of how the customer communicates. Real-time and post-call analytics Rael-time and post-call analytics analyses every voice call in detail, breaking every word and sound down into thousands of markers, delivering detailed and accurate business insight as it’s happening. Using our real-time and post-call analytics solution we can quickly and very accurately analyse thousands of calls to uncover patterns of behaviours, customer sentiment and the true reason for their call. This in turn enables you to achieve operational objectives, makes your more compliant and helps you sell more. Professional audio & music services We offer a range of professional, multi-lingual voice and music services for phone, IVR and on-hold, as well as background music in restaurants, shops and other customer environments PH: 03300 200444 https://customertouchpoint.co.uk/customer-experience-solutions/

17.)

Eckoh Eckoh Experience Portal Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier. Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs. PH: 01442 458300 https://www.eckoh.com/contact-centre-services/eckoh-experience-portal

18.)

eGain Corporation eGain Virtual Assistant™ eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week. A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca... (read more)eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week. A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly escalate, with context, to agent-assisted channels and take back the chat, if needed. The eGain Virtual Assistant provides the frontline support so your customer service staff can concentrate on more complex tasks. https://www.egain.com/products/virtual-assistant-software/

19.)

First Orion Branded Phone Call Solutions First Orion's Branded Phone Call Solutions includes two different products: INFORM and ENGAGE. INFORM is a next-generation branded caller ID solution that enables businesses to display their company, department name, or a message on consumers’ mobile devices during outbound calls. INFORM enables businesses to increase answer rates by up to 2x over anonymous caller ID – to deliver a better customer experience, rapidly resolve customer issues, and drive higher conversion and revenue. INFORM is a SaaS solution that can be up and running literally in minutes with nothing to install or support. ENGAGE is a next-generation branded call display solution that enables businesses to display a c... (read more)First Orion's Branded Phone Call Solutions includes two different products: INFORM and ENGAGE. INFORM is a next-generation branded caller ID solution that enables businesses to display their company, department name, or a message on consumers’ mobile devices during outbound calls. INFORM enables businesses to increase answer rates by up to 2x over anonymous caller ID – to deliver a better customer experience, rapidly resolve customer issues, and drive higher conversion and revenue. INFORM is a SaaS solution that can be up and running literally in minutes with nothing to install or support. ENGAGE is a next-generation branded call display solution that enables businesses to display a content-rich branded message on the customer’s mobile device during outbound calls. ENGAGE enables businesses to increase call answer rates by more than 200% over anonymous caller ID – to deliver a better customer experience, drive higher conversion and revenue, and brand awareness. ENGAGE is a safe and secure solution for your customers, never retains PII, and helps to prevent spoofing. Only authenticated enterprises may deliver ENGAGE-enabled calls. https://firstorion.com/call-enhancement/

20.)

Frontline Call Center Contact Center Outsourcing Frontline provides customer care, technical support, and patient engagement through outsourced service agents for 10 core industries on behalf of over 100 different brands. We understand that you have the same pride in your business that we have in our own. For this reason, we approach client relationships as a partnership, acting as an extension of your vision and team. Support is measured biannually to make sure that our CSAT and NPS scores stay above industry standards. We are always open to supporting new genres when the fit is right. PH: (800) 397-5165 https://frontline.group/

 

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