Teleperformance named Leader in CXM services for 9th consecutive year

NEW YORK, UNITED STATES — Global services provider Teleperformance has been named a top Leader in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix for the 9th consecutive year.

Everest Group, an independent research firm, cited Teleperformance’s global scale, operating in over 300 languages, and various as-a-service models to help clients improve hiring, productivity and other services.

Teleperformance’s AI platform TP GenAI was highlighted for using large language models to reduce customer inquiry handling times and improve satisfaction. TP GenAI integrates solutions like OpenAI’s GPT-4, AWS, and Google offerings for use cases, including call summarization, analytics, and knowledge base management.

“Using this technology, they (Teleperformance) have created use cases such as mail and call summarization, interaction analytics, and knowledge base management across different verticals,” said Everest Group Partner Shirley Hung.

With 400,000+ agents worldwide across industries and languages, Teleperformance can tailor solutions to clients’ needs.

Teleperformance was also named a Leader in Healthcare CXM in North America by Everest Group, noted for its end-to-end services, care coordination capabilities, and global delivery centers.

For recruitment process outsourcing, Teleperformance was cited as a Major Contender and Star Performer by Everest Group.