Customer Interaction Functionality

Functionalities and Solution Support

Our modular technology approach allows Teleperformance to construct solutions that are custom-fitted to customer needs. From basic campaigns requiring tools such as an ACD, preview dialer, script builder, and database management, to advanced solutions requiring complete an end-to-end range of CRM tools such as predictive dialers, speech driven IVR, web self-help systems, digital recording, data mining and knowledge management, our modular approach to technology solutions is adapted to our client’s needs including use of the following:

Multi-channel contact handling functionalities:

Advanced skill-based call routing and queuing solutions
Preview dialing
Text-based contact handling: E-mail, chat, SMS and fax handling
Real-time monitoring and quality assurance

Automation functionalities:

Speech driven IVR solutions and voice portals
Web self-service solutions with knowledge management integration
(semi) Automated e-mail handling
Automated quality monitoring solutions

CRM integration and efficiency improvement functionalities:

Full integration of CRM with CTI solutions
Predictive dialing
Digital recording and (quality) monitoring tools
Data analysis and data mining
Client reporting portals to access personalized reports in real-time

Data management and processing functionalities:

Advanced Knowledge Management solutions
Web-based Management Information Systems
Billing and debt collection solutions
Fulfillment solutions

Systems and network functionalities:

Full redundancy on mission critical equipment: servers, telephony and networking equipment
LAN/WAN network design with redundancy and management via dedicated and VPN links
Data security and data reliability management
Disaster Recovery and Business Continuity solutions

Customer Interaction Functionality	Personalized Contact Management	Inbound Contact Management
		Telephony: queuing & skills-based routing
		Telephony: PSTN and VoIP trunking
		Email: ERMS
		SMS and fax management
		Web: web collaboration and web form management

		Outbound Contact Management
		Telephony: preview dialing
		Telephony: predictive dialing
		Email: ERMS
		SMS and fax management

		CRM Tools
		Workflow management
		Decision-making tools
		Screen pop-up
		Customer contact detail management
		Scripting tools: CATI/CAPI capabilities

	Quality	Real-time activity monitoring
		Digital voice recording + quality monitoring
		MADAM methodology

	Self-Service	Telephone - IVR: Advanced Speech Technology with voice synthesis and natural language speech recognition
		Web: web self-help
		Knowledge management
		E-commerce solutions

Technology Partners