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Solution is instrumental in improving first-contact resolution, compliance, customer satisfaction, and sales conversions
NEW YORK, Feb. 4, 2025 /PRNewswire/ -- Global digital services leader Teleperformance (TP) announced today it was honored with a 2025 BIG Innovation Award for product innovation by Business Intelligence Group for TP's interaction analytics platform that leverages generative artificial intelligence (GenAI) and natural language processing (NLP) to help organizations boost the performance of their customer experience programs.
The interactions analytics platform is designed on pre-trained frontier AI models and extracts actionable insights from customer interactions across multiple channels including voice, chat, messaging, email, web, and social media. These insights enable TP Experts working on client programs to optimize customer engagement, improve operational efficiency, and achieve data-driven decision-making with high accuracy. Client programs using the platform have experienced improved first-contact resolution, stronger compliance, increased customer satisfaction, and increased sales conversions.
The award-winning GenAI and NLP platform is part of TP Microservices, which integrate advanced AI capabilities into an organization's existing ecosystem without the need for overhauls or replacements. TP Microservices are an extensive suite of plug-in cloud-based services that embody TP's vision for the future of AI-enabled Customer Experience Management (CEM) - empowering organizations to move faster and scale without boundaries.
The BIG Innovation Awards celebrate organizations and individuals pushing boundaries and advancing their industries. Winners are evaluated by a panel of seasoned business leaders and executives who consider creativity, measurable results, and overall impact in their selections. For more information about the BIG Innovation Awards, visit their website.
ABOUT TELEPERFORMANCE GROUP
Teleperformance (TEP – ISIN: FR0000051807 – Reuters: TEPRF.PA - Bloomberg: TEP FP), is a global leader in digital business services which consistently seeks to blend the best of advanced technology with human empathy to deliver enhanced customer care that is simpler, faster, and safer for the world's biggest brands and their customers. The Group's comprehensive, AI-powered service portfolio ranges from front office customer care to back-office functions, including operations consulting and high-value digital transformation services. It also offers a range of specialized services such as collections, interpreting and localization, visa and consular services, and recruitment process outsourcing services. The teams of multilingual, inspired, and passionate experts and advisors, spread in close to 100 countries, as well as the Group's local presence allows it to be a force of good in supporting communities, clients, and the environment. In 2023, Teleperformance reported consolidated revenue of €8,345 million (US$9 billion) and net profit of €602 million.