Everest Group PEAK Matrix® for Work at Home Agents (WAHA) CXM Service Providers 2021

Customer Experience

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Everest Group evaluated 16 WAHA CXM service providers and named Teleperformance the Leader for both market impact and vision and capability.

Teleperformance strengths include:

  • Employing a mix of full-time work-at-home agents and contractors to provide sales services, customer support, and technical support services
  • Launching a virtual workforce platform, Cloud Campus, which enables it to source talent globally, keep agents connected and engaged, while providing support tools, coaching, and career advancement opportunities
  • Providing a comprehensive suite of security solutions, including TP Sentinel and TP Observer, which involve real-time infrastructure monitoring, and suspicious behavior tracking.
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