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2014
LIVEPERSON PARTNER PROFILE
TeleperformanceEmbracing a Growing Partnership to Deliver a Seamless Experience
© 2014 LivePerson, Inc. 2
PARTNER PROFILE Teleperformance
Since its founding more than 35 years ago, Teleperformance has become one of the biggest players in the rapidly growing Business Process Outsourcing (BPO) sector.The company’s 149,000 employees generate annual revenue of more than $3.2 billion from more than 230
contact centers and operate in 62 countries. The company’s agents interact with almost a third of the world’s
population every year, and some of the world’s most recognized brands rely on Teleperformance to facilitate
their customers’ journeys.
Solution
• Founded: 1978
• Headquarters: Salt Lake
City, Utah
• Partner Type: Business
Process Outsourcer (BPO)
• Geographies Served: Global
• Employees: 149,000
• Contact Centers: 230+
• Geography: Presence in 46 countries
• Languages and Dialects Served: 63+
• Revenue: $3.23 billion
in 2013
www.teleperformance.com
Key Service Offerings
• Outsourced customer
interactions: customer
service, technical support,
sales, and retention and
collections programs
• Outsourced non-interactive
services: back-office
processing, technology-
enabled services
• Focus: People, Products,
Processes, and Technology
“I would categorize our services into two major buckets,” says Amit Shankardass, the company’s
executive vice president of marketing. “The first is direct customer interactions, where our agents
provide services like customer service, tech support, inbound and outbound sales, and retention and
collections programs. The second set of services are non-interaction services , such as back-office
processing or technology-enabled services. When you bring it all together, we can manage the entire
customer life cycle for our clients.”
“Our deep expertise with customer experience is one of our biggest value propositions,” adds Roger
Nunn, executive vice president of Assessments and Solutions. “Our customers frequently look to us to
provide a turnkey solution for managing the customer life cycle.”
© 2014 LivePerson, Inc. 3
PARTNER PROFILE Teleperformance
Omnichannel commerce — a budding relationshipIn delivering these complete solutions, Nunn
works with customers to move from a multi-
channel approach to an omnichannel one. “I
am quite adamant in differentiating between
the two,” he asserts. “If I used to provide phone
support and I add an email button or a chat
button, I might pat myself on the back and say,
‘Isn’t this great? I’m providing multi-channel
services to my customers.’ But when all the
channels work in concert with each other and
are folded into a single strategy, the result is
omnichannel, which is the best experience for
the customer.”
It is that omnichannel strategy that has led
Teleperformance to deepen its relationship
with LivePerson. “We have used the LivePerson
platform to deliver services for a long time,”
Nunn says. “But in the past six to nine months,
we have made a deliberate effort to partner
more closely. This includes executive-level
meetings and a lot of cooperation between
our respective engineering teams.”
Shankardass stresses that the developing
relationship is more strategic than tactical.
“What we are really selling are business
outcomes to our joint clients,” he contends.
“It’s a perfect marriage of people, process,
and technology—our understanding of how
to deliver exceptional customer experiences
combined with LivePerson technology and the
optimal process that LivePerson’s intelligent
engagement brings.”
The growing partnership is also consistent with
Teleperfromance’s corporate strategy. “Many
outsourcers say, ‘We’ve developed a CRM,’ or,
‘We have an email solution,’” Nunn notes. “But
rather than packing proprietary applications,
Teleperformance works with partners to deliver
the best-of-breed technology portfolio—
because in the end, that gives customers
more choices.”
Welcome growth in the Partner ProgramThe Teleperformance team is very pleased with
LivePerson’s recent investments in an expanded
Partner Program. “They are investing talent,
time, energy, and resources in building partner
relationships. This emphasis is sure to pay dividends,”
Shankardass asserts. “A good and open collaboration
is developing, in which we’re sharing information
and starting to work together in sales and marketing
engagements. The new portal for the Partner
Network promises to facilitate this teamwork.”
Nunn appreciates the flexibility that has marked
the partnership in recent months. “LivePerson has
been willing to try some things with us and learn
from what worked well and what didn’t,” he relates.
“They did not just throw a program at us and say,
‘Here it is. Do the best you can.’ Rather, they worked
together with us and we mutually learned from
our efforts.”
In the old days, a call center waited for the phone to ring. LivePerson technology enables us to anticipate client behavior and client need, and help proactively.
– Roger Nunn, EVP, Assessments & Solutions, Teleperformance
LivePerson/Teleperformance Value Proposition
1. Best of breed
Two industry leaders
partnering to
provide a complete
turnkey solution
2. Multichannel
Delivering integrated,
strategic services on
multiple channels
3. Digital Engagement
Connecting with
customers when and
where they want
to connect
4© 2014 LivePerson, Inc.
PARTNER PROFILE Teleperformance
A bright futureA deeper partnership makes it that much easier for Teleperformance
to quickly deliver turnkey solutions for customers around the world.
“I just met today with a small client that is looking to provide live
chat services in five languages,” Nunn describes. “We can easily cover
these languages from our multi-lingual hubs, and LivePerson has
the technology covered. So we’re able to deliver these services for
a customer who would never be able to deploy live chat at
all otherwise.”
Both men expect that the demand for digital engagement solutions
will only grow. “This whole concept of connecting people with the
right resources at the right time is going to become more and more
important,” Nunn observes. “In the old days, a call center waited for
the phone to ring. LivePerson technology enables us to anticipate
client behavior and client need, and help proactively.”
“Individually, Teleperformance and LivePerson are industry leaders,”
Shankardass adds. “Collectively, we’ve become all the more powerful
in terms of outcomes we can deliver for our clients.”
About Teleperformance About LivePersonTeleperformance, the worldwide leader in outsourced multichannel customer experience management, serves companies around the world with customer care, technical support, customer acquisition and debt collection programs. In 2013, it reported consolidated revenue of €2,433 million ($3,236 million, based on €1 = $1.33).
The Group operates 110,000 computerized workstations, with close to 149,000 employees across around 230 contact centers in 62 countries and serving more than 150 markets. It manages programs in 63 languages and dialects on behalf of major
international companies operating in a wide variety of industries.
LivePerson, Inc. (NASDAQ: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This “intelligent engagement” is driven by real-time behavioral analytics, producing connections based on a true understanding of business objectives and customer needs. LivePerson is headquartered in New York City with offices in San Francisco, Atlanta, Tel Aviv, London, Amsterdam, and Melbourne.
Teleperformance works with partners to deliver the best-of-breed technology portfolio—because in the end, that gives customers
more choices.”– Roger Nunn, EVP, Assessments & Solutions, Teleperformance
Follow the conversation on Twitter: #LiveEngage
LivePerson, Inc.
T: 212.991.1794 | F: 212.609.4233
475 Tenth Ave 5th Floor New York, NY 10018
[email protected] | www.liveperson.com
Teleperformance, Inc.
T: 801.366.1744 | W: teleperformance.com
Roger Nunn, EVP, Assessments and Solutions
Amit Shankardass, EVP, Marketing
Contact
