Teleperformance, a global leader in digital business services, announced that it was named a leader in Everest Group’s customer experience management (CXM) services PEAK Matrix® assessment 2023.
It’s the ninth year that Teleperformance has led the CXM PEAK Matrix by Everest Group, an independent research firm focused on strategic IT, engineering services, business services and sourcing.
In positioning Teleperformance a global leader in CXM services, Everest Group cited the Company’s strengths including its global size and scale which allow it to serve most major industries in more than 300 languages and dialects; its variety of as-a-service models to support clients with hiring and onboarding, operational efficiency and productivity improvement; and Teleperformance’s proprietary generative AI platform, TP GenAI, which increases customer satisfaction by reducing customer inquiry handling and response times, and improves the agent experience.
“Enterprises are showing growing interest in making significant investments in generative AI and Large Language Models with a goal to gain competitive edge and provide a superior CX,” said Shirley Hung, Partner at Everest Group. “Teleperformance has developed its own API-based Generative-AI platform called TP GenAI, which integrates with OpenAI’s GPT-4, as well as AWS and Google’s generative AI offerings.
“Using this technology, they (Teleperformance) have created use cases such as mail and call summarization, interaction analytics, and knowledge base management across different verticals,” Hung continued. “It also has an extensive network of over 400,000+ agents serving major industries in more than 300 languages and dialects, positioning it as a leader in Everest Group’s Customer Experience Management (CXM) Global – PEAK Matrix® Assessment 2023.”
Fifty-four CXM service providers were evaluated globally based on multiple areas of expertise and capabilities, including market adoption, portfolio mix, value delivered to clients, vision and strategy, scope of services offered, innovation and investments, and delivery footprint. The designations reflect exhaustive research into CXM service providers’ operations, discussions with clients, and ongoing analysis of the market.
About the PEAK Matrix®
The Everest Group PEAK Matrix is a proprietary framework for assessing the relative market success and overall capability of service providers based on Performance, Experiences, Ability and Knowledge. Each service provider is comparatively assessed on two dimensions: market success and delivery capabilities. The resulting matrix categorizes service providers as Leaders, Major Contenders and Aspirants. Companies that demonstrate strong upward movement in successive reports are recognized as Star Performers.
ABOUT TELEPERFORMANCE GROUP
Teleperformance (TEP – ISIN: FR0000051807 – Reuters: TEPRF.PA – Bloomberg: TEP FP), is a global leader in digital business services, blending the best of advanced technology with human empathy to deliver enhanced customer care that is simpler, faster, and safer for the world’s biggest brands and their customers. The Group’s comprehensive, AI-powered service portfolio ranges from front-office customer care to back-office functions, including Trust and Safety services that help defend both online users and brand reputation. It also offers a range of specialized services such as collections, interpreting and localization, visa and consular services, and recruitment process outsourcing services. With more than 410,000 inspired and passionate people speaking more than 300 languages, the Group’s global scale and local presence allows it to be a force of good in supporting communities, clients, and the environment. In 2022, Teleperformance reported consolidated revenue of €8,154 million (US$8.6 billion, based on €1 = $1.05) and net profit of €645 million.
Teleperformance shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: CAC 40, STOXX 600, S&P Europe 350, MSCI Global Standard and Euronext Tech Leaders. In the area of corporate social responsibility, Teleperformance shares are included in the CAC 40 ESG since September 2022, the Euronext Vigeo Euro 120 index since 2015, the EURO STOXX 50 ESG index since 2020, the MSCI Europe ESG Leaders index since 2019, the FTSE4Good index since 2018 and the S&P Global 1200 ESG index since 2017.
Visit the Group at www.teleperformance.com.