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Teleperformance Makes the Right Call with Avaya

01-29-2004
  • 300 million customer contacts per year transit via Avaya equipment for Teleperformance worldwide

Avaya announced that SR. Teleperformance, a worldwide leader in customer relationship management services, has adopted Avaya's contact centre solutions in 55 call centres throughout the world.

Avaya Inc. (NYSE:AV), a leading global provider of communications networks and services for businesses, today announced that SR. Teleperformance, a worldwide leader in customer relationship management services, has adopted Avaya's contact centre solutions in 55 call centres throughout the world.1

SR. Teleperformance, providing outsourced call centre services, is using Avaya's range of Internet Protocol (IP) communication software, servers, and call centre management applications with the primary objectives of providing value added services to customers and reducing its communication costs.

The decision to deploy Avaya technology reflects SR. Teleperformance's commitment to implementing consistently high standards across its operations centres. The move will allow Teleperformance to centralise the management of all its customer offerings whilst simultaneously enhancing the overall effectiveness of the business by increasing the utilisation of each centre. The improved service effectiveness will be achieved through the sophisticated management of queries and information within the company, adding overall value to its customers.

A reduction in communication costs was another critical factor for choosing an Avaya converged communications solution. With interconnections between its various sites in Europe, IP connections are more economical and less greedy on bandwidth.

Commenting on the agreement, Goodry Gubbels, IT Regional Manager EMEA, SR. Teleperformance said: "Avaya was best positioned to quickly and effectively install a system that supported our business requirements. In addition to providing the hardware solutions, the technology will deliver crucial value-add services, which are key to our business and success as a services company. Avaya solutions are scalable and flexible enough to enable us to respond to all types of client requests in several languages and through the mediums of voice, e-mail and web-chat."

Solutions being implemented include Avaya communications servers, and Contact Centre software from the Avaya MultiVantage Communications Applications portfolio suite, Call Management System (CMS), intelligent call routing, speech enabled IVR (Interactive Voice Response), application integration and enterprise communications networking. The platform offers more than 700 functions, giving Teleperformance much scope for future evolution of the service, which will develop in line with changing customer demands.

SR. Teleperformance first became an Avaya customer in 1996, when it selected Avaya to implement its automatic call distribution (ACD) and computer telephony integration (CTI) applications.

About SR. Teleperformance
SR. Teleperformance (Paris Stock Exchange: Code Sicovam 5180) is a worldwide leader in Customer Relationship Management (Telemarketing, Teleservices and integrated CRM programs). For further information: www.srteleperformance.com

SR. Teleperformance Contacts: info@srteleperformance.com

General contact: Karin Duivenvoorden, Intl. Marketing Director +33 1 55 76 85 14

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

1 Australia, France, Germany, Holland, Italy, Philippines, Spain, Singapore, UK, USA, Sweden, Norway, Mexico, Greece, Belgium, Canada, Brazil, Argentina, Lebanon, Tunisia.

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