The “on demand” offer from global contact center outsourcer Teleperformace, in conjunction with the Genesys subsidiary of Alcatel-Lucent is something that large cash-strapped, risk-averse enterprises should evaluate. It is reflects a realization that Recombinant Telephony is not some avant-garde concept for Telco 2.0 developers. It is best thought of as the high-end form of a phone application “mash-up” – giving large enterprises an opportunity to put call-processing, voice processing, application processing and agent workstations inside their own facilities (on premises) or “in the cloud”.

In this case, the two companies give large, multi-site businesses an opportunity to contract for call handling, IVR and live agents on an “as needed” basis to support new campaigns, unforeseen capacity requirements or the general migration from ol’ school infrastructure to the new era.

This OnDemand offer is decidedly un-siloed. It covers a broad range services and support options. One is “Channel Synchronization”, which provides intelligent queing and routing across traditional telephony, IP Telephony, IVR and live agents. It can also provide estimated wait times and “virtual hold”- based callback options. “Process Optimization” supports Web and phone-based self-service as well as automated responses via email or outbound phone calls. And Teleperformance has built its reputation on agent management, contact center operations and uptime.

Teleperformance’s global footprint is huge. Established in 1978, it operates or manages almost 250 contact centers around the world, with over 82,000 workstations, 100,000 employees and revenues approaching $3 billion. While it is, by no means a Genesys-only shop, Its infrastructure includes about 15,000 instances of Genesys (primarily in North America). Yet, as I point out in this article, Teleperformance makes an excellent channel partner for Genesys, and vice versa.

Categories: Articles

Tags: On Demand, Recombinant Telephony, Contact Center, hosted services