In a move to further optimize their operations, a Paris, France-based outsourced customer service provider has selected Sangoma Technologies Corporation’s NetBorder product line.
Officials with Teleperformance said they will specifically leverage the NetBorder Call Analyzer and NetBorder Express Gateway (News - Alert) offerings from the Toronto, Canada-based VoIP gateways provider.
According to Rick Matlock, vice president of IT Infrastructure at Teleperformance (News - Alert) USA, the company is constantly seeking to make their operations more efficient and scalable.
“The fast and accurate IP-based call classification of NetBorder Call Analyzer ensures that our automatic dialer enables optimal agent productivity while meeting regulatory compliance and offering high-quality interactions with end users. After a thorough technical evaluation process, we determined that Sangoma’s NetBorder was the best fit for our next-generation architecture,” said Matlock.
With a global footprint of 249 contact centers in 47 countries operating about 82,000 computerized workstations, Teleperformance selected NetBorder Express Gateway to provide cost-effective connectivity between their VoIP infrastructure and legacy telephony networks.
In addition, with the NetBorder Call Analyzer, it will be possible to improve agent productivity and improve customer service satisfaction thanks to an automated call classification process where an application can automatically detect if and how an outbound call was connected.
“We are thrilled to work with Teleperformance to enable faster, more efficient outbound calling operations for the benefit of their end customers,” said David Mandelstam (News - Alert), Sangoma’s CEO. “The adoption of NetBorder by Teleperformance is a significant endorsement for our contact center product line, given the magnitude and excellent reputation of their organization.”
In a recent interview with TMCnet, Frederic Dickey, director of Product Management at Sangoma said Sangoma’s NetBorder Software Suite adds smart connectivity to IP-based Contact Center applications such as inbound, outbound, routing and IVR and as a result, allows IP Contact Center solutions to connect to legacy PSTN equipment.