TP releases new wave of digital solutions for first-rate CX in the new economy


Teleperformance, a global leader in digital integrated business services, has been supporting the surge of the new digital economy through an array of customer experience or CX solutions developed from its Technology, Analytics, and Process Excellence (T.A.P.™) innovation framework.

A new economy is dawning and digital transformation is key for enterprises and brands to harness growth from a resurgent market of on-demand services. With people doing more and more activities online, companies should look into leveraging convenient and reliable digital channels.

As a committed business partner, Teleperformance is offering a comprehensive suite of customer solutions to help companies adapt to this changing economic environment. Included in its armory of digital solutions are customizable tools that allow brands to leverage robotics and AI in optimizing the value of analytics to ensure every customer interaction is done safely and efficiently. The idea is to decrease human effort while delivering responsive and empathetic service that makes life easier for consumers.

Among these solutions are TP Interact, TP Time Tree, TP Digital Assistant, and TP Voice2Messaging. For instance, TP Interact is an automated performance management solution that combines automation, data analytics, and applied intelligence to process all customer verbatim (exact words and sentiments), and agent behaviors, allowing us to capture the full journey of each interaction and implement effective solutions.

TP Time Tree that integrates people management principles with robotic process automaticn (RPA). This expedites assigning, monitoring, and reporting tasks, especially for back office, non-voice operations. As a productivity tracking and case management app, TP Time Tree fills the productivity gaps and opportunities in both work-from-home and brick-and-mortar setups.

For its part, powered by Natural Language Processing (NLP) and Design Thinking, TP Digital Assistant provides a customer-facing chatbot serving as the go-to touchpoint for queries and requests, a digital resource providing real-time knowledge and technical support to agents, and an Internal Support Bot that automates back-office processes and manages performance.

Meanwhile, a package of call conversion solutions called TP Voice2Messaging covers different stages of the customer journey and unifies the experience by integrating all channels – voice, email, chat, SMS – into a single platform to create a highly advanced digital customer experience. This solution can speed up an enterprise’s digital transformation by promoting and offering messaging services in different stages of the customer’s call.

TP has provided explainer videos for TP Interact, TP Time Tree, TP Digital Assistant, and TP Voice2Messaging to illustrate the features and benefits of these tools for the benefit of everyone interested in exploring the innovations introduced by the industry. The videos help people appreciate the value that latest technologies bring to elevate a new type of customer experience.

“When things work well, the high-tech platforms allow customers to enjoy a high-touch experience that demonstrates how brands are taking care of them and their needs. Interactions such as changing travel details, for instance, or getting support for a new gadget or finding out how to return a purchase can become positive experiences. Supporting customers and actively providing solutions through a channel they prefer will strengthen their relationship with the brand,” says Teleperformance Philippines Chief Operations Officer Joey Marquez.

A recent Teleperformance Customer Experience Lab research revealed that there is a dramatic effect on loyalty when customers are satisfied with the channels offered by a brand, with a loyalty intention that is 43% higher than dissatisfied customers. By offering customers the channels they prefer to use, brands increase the opportunity to achieve increased customer satisfaction, loyalty, and advocacy.

For more information on Teleperformance Philippines and their business solutions, you may visit their website at www.teleperformance.ph or their Facebook page at facebook.com/teleperformance.philippines.


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Gabriel

Introvert, wanderer, blogger, foodie, a hip-hop music writer, and one of the co-founders of a tech start-up company called GigsManila.