Twilio and Teleperformance announce global partnership

Twilio and Teleperformance have announced a global partnership to deliver the next generation of cloud contact centre solutions.

The pandemic has been a catalyst for digitisation and the way consumers interact with brands. Twilio’s State of Customer Engagement Report 2021 found that 87% of business leaders agree that digital customer engagement will continue to be essential to their business success going forward. The partnership aims to enable companies to deliver on this aim. 

It will see Teleperformance use Twilio solutions such as Flex, a programmable cloud-based contact centre platform, to give their customers access to technology that delivers a complete cloud contact centre solution. This will be done by merging Twilio’s contact centre technology with Teleperformance’s human talent and empathy, which will lay the foundations for the next generation of customer engagement experiences.

In the long term, the companies intend to build on the partnership to transform the way customer engagement is delivered in organisations of all sizes and structures. The aim is to jointly develop new solutions, such as the strong emergence of video as a channel, which stem from both areas of expertise — digitally integrated customer experience management and cloud communications.

Additionally, Twilio and Teleperformance will engage organisations globally with a joint one-stop-shop motion providing customer engagement, business process optimisation and innovation, to support clients’ business goals and customer lifetime value.

Glenn Weinstein, Chief Customer Officer at Twilio, said building from the ground up is the key.

“We believe the best customer experiences cannot be bought — they must be built,” said Weinstein.

“Companies that embrace a ‘build or die’ mindset can better meet the distinct needs of their customers, and build truly differentiated experiences. Teleperformance is a prime example of this being done right. And Teleperformance didn’t need to build their solution from scratch — they are using Twilio’s APIs as building blocks to create the best customer engagement experience possible. Through this partnership, Twilio enhances Teleperformance’s existing technology-building capabilities to benefit consumers for the world’s biggest brands and entities.”

Sidarth Mukherjee, Global Head of Transformation & Knowledge Service at Teleperformance, said client demand is increasing.

“Teleperformance clients include the largest and most successful brands on the planet, emerging new-economy companies and governments who come to us for our expertise as an integrated business service provider. They all depend on us to meet their business objectives and give their customers an outstanding experience on each interaction regardless of subject or channel. There is huge client demand for digital customer experience cloud-based solutions, and our partnership with Twilio gives our technology innovation capabilities a futureproof advantage to our clients,” Mukherjee said.

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