Teleperformance Interactive Selects VoiceGenie for Speech Implementation in Call Centers Worldwide

Teleperformance Interactive (formerly Voice FX, LLC) has selected VoiceGenie's VoiceXML 2.0 certified platform, NeXusPoint, for a speech-driven customer automation program. The standards-based solution will drive a series of progressive and dynamic voice-activated applications, allowing call centers to manage their customer communications programs and activities.
 
Teleperformance Interactive is a hosted Interactive Voice Response (IVR) outsourced service provider, handling customer programs driven by television, radio and print as well as response activities generated by billions of mailed solicitations by their direct response industry clients each year. Recently acquired by SR Teleperformance Group, Teleperformance Interactive specializes in converting telephone interactions, traditionally handled by live operators, into automated IVR transactions. The company leverages telephone technologies to service its customers, including speech recognition, text-to-speech, touchtone, CTI, Web-based real-time reporting and/or a combination of technologies to client-specific goals.
 
"Voice technologies have gained great importance in today's information and communications management, tremendously increasing the significance of interface compatibility, flexibility and effectiveness", said Marc Cohen, Co-CEO of Teleperformance Interactive. "Fortunately, we did not underestimate the vast differentiation between platform offerings when it came to performance and scalability.  VoiceGenie proactively recommended that their platform be put to the performance test against competitive alternatives." 
 
After an evaluation process, VoiceGenie's NeXusPoint platform was selected over competitive offerings for several core reasons. VoiceGenie proposed and completed a performance benchmarking load test prior to selection, measuring the reliability of its platform running Teleperformance Interactive's speech applications under typical call flow profiles. The load test included requirements such as full call recording, barge-in, bridging, and more. NeXusPoint met density requirements resulting in a reduction in hardware requirements for Teleperformance Interactive.