Technology & IT | Wednesday 4 February, 2015 1:29 pm |

- State-of-the-Art Technology Used by Virtual Contact Centre Offers Middle East Clients Substantial Cost and Time-Saving Benefits


Teleperformance, the global leader in outsourced multichannel customer experience management, today announced the launch of the Middle East and Africa’s first ever virtual contact centre.

The innovative new concept will serve as a regional office in Dubai, not only expanding the company’s footprint in the Middle East, but also offering clients a unique and convenient experience which will help save both money and time. The new office in the heart of Dubai Internet City will serve as a virtual contact centre connecting UAE-based, regional and other international clients with Teleperformance Egypt’s multichannel, multilingual customer relationship management and contact centre in Cairo.

The virtual contact centre boasts state-of-the-art technology which enables Teleperformance clients based in the region to not only monitor operations at the contact centre in Cairo in real time, but also listen to conversations between agents and the client’s customers while simultaneously viewing the agent’s computer screen. Clients are also able to engage directly with staff in the contact centre, while also being able to view all workstations and performance on the floor.

This offers clients several benefits, such as savings in travel and related costs, less down-time from the office, and a reduction in a company’s carbon footprint due to reduced travel needs.
 

Teleperformance virtual contact centre is situated on the first floor of EIB 1 in Dubai Internet City. The new custom-built office which boasts 250-square meters, is the first virtual contact centre in the MENA region, and only the second in the world. The technology platform, TP Observer, is owned by Teleperformance.

The office has been launched under the Teleperformance Egypt subsidiary, the first multinational, multichannel contact centre company to open in Egypt providing outsourced customer experience management services in Egypt, Middle East, Africa and Offshore markets service in North America, UK and Europe. Teleperformance Egypt has a staff of more than 2,300 employees and serves 106 markets in 25 languages.

Teleperformance Egypt has successfully been servicing a number of industries since its inception in Cairo in 2007. Industries include Telecom, Travel & Tourism, Retail, Technology, Pharmaceutical, Automotive, Government, and Financial Services. Teleperformance Egypt generated revenues of US$ 25-million in 2014.

About 30% of Teleperformance top 200 global clients are ranked in the 2014 Fortune 500 companies’ list, of which 20% are clients of Teleperformance Egypt which represent 40% of the client base in Egypt.