Twilio and Teleperformance have agreed to partner in the interest of bringing leading cloud contact centre solutions to businesses across the globe.
Specialists in digital CX, both businesses strive to support their clients in offering differentiated experiences that meet modern customer expectations.
Such expectations are evolving rapidly, as a Mckinsey & Company study states: “Customers believe they can get whatever they want, whenever they want, within minutes.”
Customer intelligence is critical here. Cutting through data siloes, Twilio’s range of cloud solutions bring new insights to the fore, driving customer-centricity across the business.
Harnessing these, Teleperformance will support its global client base in driving a unified view of CX across the business. However, the company may also combine their CX expertise with Twillio’s offerings for many more purposes.
Sharing further details, Glenn Weinstein, chief customer officer at Twilio, comments:
Twilio enhances Teleperformance’s existing technology-building capabilities to benefit consumers for the world’s biggest brands and entities.
Going further, Weinstein explains that Twilio’s APIs will become building blocks, which Teleperformance can connect into the existing ecosystem to create the best customer engagement experiences possible.
At a time when contact centres are adopting new channels on masse, the opportunity to do so and offer enhanced digital experiences will appeal to many organisations.
Fortunately, Teleperformance operates in over 170 countries, with a team of more than 380,000 employees. Each works closely with clients to bring many innovative visions for CX to life.
As Sidarth Mukherjee, global head of transformation & knowledge service at Teleperformance, adds:
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.
The future to which Mukherjee refers will see Twilio and Teleperformance build on their partnership, as they aim to transform how organisations of all sizes and structures approach customer engagement.
Together, the companies will also develop new solutions. An example is to create innovations for video as a channel, an area in which both businesses have much expertise.
Finally, Twilio and Teleperformance will focus further afield to attract clients from far and wide with their all-encompassing approach to increasing customer engagement.
