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Teleperformance BPO Reduced Their Infrastructure Cost By 50% With C-Zentrix

Teleperformance-BPO

  • Use Case

    Omnichannel Customer Experience Management

  • Industry

    BPO

  • Region

    India, APAC

Teleperformance BPO

Challenges

  • CRM Was Not Able To Integrate With The Old Telephony
  • Infrastructure Cost Was Going High

Solutions

  • CZ SME Solution
  • C- SAT Survey

Executive Summary

Teleperformance's move to CZ SME Suite  ensured availability of complete contact features (IVR, ACD, Voice Mail, Dialer, Voice logger, report engine, monitoring tool) and integration with any third party CRM/DB/ERP solutions. It aided scalability with 150 users and 8 PRI lines (240 concurrent channels) on a single server. Along with CZ SME Suite, an IVR  based  C-SAT survey module was provided for real time feedback from customers and an active-passive redundancy solution with an uptime SLA of 98.4%.

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