Paris, France, Sept, 2018 -- Teleperformance (Paris:TEP), a provider in omnichannel customer experience management, announced the company was recognized as a Leader and a Star Performer in the Everest Group Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2018. Teleperformance is the only service provider with substantial scale across all geographies and industry verticals and this marks the sixth consecutive year Teleperformance has been recognized as a global Leader by Everest Group.
Everest Group classifies 35+ CCO service providers on the Everest Group PEAK Matrix into three categories of Leaders, Major Contenders and Aspirants. The PEAK Matrix is a framework that provides an objective, data-driven and comparative assessment of CCO service providers based on their absolute market success and delivery capability. It delivers insights on the changing market dynamics, service provider delivery capabilities, and Everest Group’s remarks on service providers’ key strengths and areas of improvement. Teleperformance emerged as a strong global Leader for keeping its vision and strategy in line with both evolving market demand and buyer requirements and as a Star Performer based on year-on-year positive movement on the PEAK Matrix.
"Teleperformance has experienced strong growth across verticals including travel and hospitality and technology, further diversifying its industry portfolio and omnichannel service offerings and making the company a CCO Star Performer," said Skand Bhargava, Practice Director, Everest Group. "The company has realigned itself with the evolving buyer demands by investing in consulting, customer journey mapping, and design-thinking competencies to prepare for the increasing demand for end-to-end CX transformation from buyers."
Daniel Julien, Chairman and Group CEO, Teleperformance Group, added: "Each interaction matters, so receiving this recognition as a clear global industry Leader and Star Performer from such a well-respected analyst firm is a great independent testimonial for our team. Customer interaction expectations are constantly changing and, as this comprehensive assessment concludes, we are exceptionally well-positioned globally to serve as the personal link between brands and their customers."
Posted by Veronica Silva Cusi, news correspondent
Teleperformance is a global provider of customer experience management in terms of revenue and global scale. We are the industry leader in security and our management has over 30 years of experience working with the most successful companies worldwide. With the strongest financial profile in the contact center space, Teleperformance’s leadership is unparalleled. Teleperformance was founded in 1978 in Paris, France and our U.S. based operations, headquartered in Holladay, Utah, were founded in 1993. Since then, expansion has been fueled by organic growth through additional volume awards by satisfied clients, and through acquisitions. Our combined financial strength, expertise, proven processes, and technology enhance the services and value we deliver to our customers and position us well to partner with clients around the globe.
About Everest Group:
Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing their back- and middle-office business services. With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of global services in their pursuits to balance short-term needs with long-term goals.
Published: Tuesday, September 25, 2018
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