JUST like their global counterparts, a big number of Filipino consumers have tapped the digital platform for more personalized care and engagement.
In response to this development, major global digital customer services provider Teleperformance formed a partnership with leading cloud services player Twilio to give companies access to leading edge technologies for its digital services.
Sidharth Mukherjee, global head of transformation and knowledge services for Teleperformance, told BusinessMirror in an e-mail interview that operations of Teleperformance Philippines will enhance its capability.
“The Philippines is a strategic service delivery location for Teleperformance. We currently have over 56,000 employees in the Philippines and that is projected to grow significantly in the coming years, on the back of very strong growth across the clients and industries we serve in the US and around the world. The Twilio partnership accelerates our cloud-based, contact center platform offering to clients around the world and addresses the growing need for seamless, digital customer experience services for end consumers,” Mukherjee said.
According to Mukherjee, the digital economy has grown immensely in the last two decades with ecommerce disrupting traditional retail, fintechs disrupting traditional banks, streaming players disrupting traditional media companies, and this disruption is happening across all industries.
He said the pandemic has significantly accelerated the end consumers’ move to digital channels and resulted in both disruptors and disrupted players embracing cloud-based platforms to scale digital interactions.
As Teleperformance’s clients scale digital customer experience across channels such as voice, messaging, social media and video, cloud-based platforms such as Twilio, Mukherjee said this will enable companies to seamlessly integrate customer interactions through their preferred channels. “We have grown into an integral part of our services architecture. Over the next few years, we expect many more clients to transition to cloud-based platforms such as Twilio,” he said.
Under the partnership, Teleperformance will use Twilio solutions such as Flex, Twilio’s programmable cloud-based contact center platform, to give their customers access to market-leading solutions. “This will be done by merging Twilio’s disruptive contact center technology with Teleperformance’s leading human talent and empathy, which will lay the foundations for the next generation of customer engagement experiences,” he said.
Moving forward, Mukherjee said Twilio and Teleperformance plan to build on the partnership to transform the way customer engagement is delivered in organizations of all sizes and structures.
He said Teleperformance’s clients depend on the company 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,” Mukherjee said.