Teleperformance UK has awarded a contract to Infnity CCS for maintenance and supply of Avaya CTI (Computer Telephony Integration) platform.
Infnity CCS has been selected for the multi year contract to support its 14 sites in UK while Vodafone has been selected to maintain its Avaya telephony platform.
The new contract involves the maintenance of the systems used to deliver screen-pop, multi-channel contacts and predictive dialing facilities to over 2,000 seats spread across company’s facilities in the country and its offshore operation in South Africa.
Teleperformance UK CTO James Timms said that Infnity has been chosen for its ability to offer cost savings and enhanced level of support and responsiveness.
"As a contact centre technology specialist they provide the high level of technical expertise we require to help us meet our ambitious growth targets in the years to come," Timms said.
Teleperformance UK Business Development EVP Matt Sims said the contact will enable the company’s agents to provide a better experience for customers, as all media – calls, emails, SMS, chat – can be managed in one queue.
"It means contacts can be handled seamlessly across multiple channels, with agents having immediate access to customer information via screen pops," Sims said.
Teleperformance UK is planning to grow by 19% in 2013 as well as improve customer experience and efficiencies by consolidating telephony and CTI applications for all its sites in one data centre.