Twilio, Teleperformance Partner to Drive Cloud Contact Centre Solutions

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Twilio, the cloud communications platform, and Teleperformance, a global enabler of digitally integrated business services, are partnering to bring the next generation of cloud contact centre solutions to companies around the world.

The pandemic has changed the way consumers interact with brands and the aim of this partnership is to enable companies to continue building on this acceleration. COVID-19 was a catalyst for digitisation and there is no going back to the old way of interacting. In fact, Twilio’s 2021 State of Customer Engagement Report found that 87% of business leaders agree that digital customer engagement will continue to be essential to their business success going forward.

Consumers have adopted digital channels en masse and are demanding more personalised care and engagement. To differentiate and take advantage of this opportunity, Teleperformance and Twilio are working together to give companies access to Twilio’s best in class technology combined with Teleperformance’s 40 years in Customer Experience.

This partnership will see Teleperformance use Twilio solutions such as Flex, Twilio’s programmable cloud-based contact centre platform, to give their customers access to market-leading solutions to deliver a leading cloud contact centre solution. This will be done by merging Twilio’s disruptive contact centre technology with Teleperformance’s leading human talent and empathy, which will lay the foundations for the next generation of customer engagement experiences.

In the long-term, Twilio and Teleperformance intend to build on this partnership to transform the way customer engagement is delivered in organisations of all sizes and structures. The aim is to jointly develop new solutions, such as the strong emergence of video as a channel, which stem from both areas of expertise – digitally integrated customer experience management and cloud communications.

Additionally, Twilio and Teleperformance will engage organisations globally with a joint and unique one-stop-shop motion providing world-class customer engagement, business process optimisation and innovation to support clients business goals and customer lifetime value.

Glenn Weinstein, chief customer officer at Twilio commented: “We believe the best customer experiences cannot be bought – they must be built. Companies that embrace a ‘build or die’ mindset can better meet the distinct needs of their customers, and build truly differentiated experiences. Teleperformance is a prime example of this being done right. And Teleperformance didn’t need to build their solution from scratch – they are using Twilio’s APIs as building blocks to create the best customer engagement experience possible. Through this partnership, Twilio enhances Teleperformance’s existing technology-building capabilities to benefit consumers for the world’s biggest brands and entities.”

Sidarth Mukherjee, global head of transformation & knowledge service at Teleperformance added: “Teleperformance clients include the largest and most successful brands on the planet, emerging new economy companies and governments who come to us for our expertise as an integrated business service provider. They all depend on us to meet their business objectives and give their customers an outstanding experience on each interaction regardless of subject or channel. There is huge client demand for digital customer experience cloud-based solutions and our partnership with Twilio gives our technology innovation capabilities a future proof advantage to our clients.”

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.

By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.