Teleperformance Launches Advanced Customer Experience Lab

  Teleperformance Launches Advanced Customer Experience Lab

Business Wire

PARIS -- June 21, 2013

Regulatory News:

Teleperformance (Paris:RCF), the global leader in outsourced multichannel
customer experience management announced it has opened a state-of-the-art
Customer Experience (CX) Lab at its award winning Multilingual Euro Hub
location in Lisbon. A recent lab event showcased Teleperformance’s industry
leading research and development capabilities and was attended by prominent
independent business analyst firms including Frost & Sullivan, Gartner, HfS,
IDC, NelsonHall and Ovum.

The Teleperformance CX Lab conducts both single market and multicultural
research across selected geographies and industries by addressing specific
issues related to changing customer behaviors, preferences and key
satisfaction drivers. The Lab is equipped with research capabilities to
measure and analyze current and future multichannel customer interaction
preferences and trends in over 20 languages and across multiple channels and
mobile devices.

This new and highly sophisticated marketing platform will strengthen the means
to pursue the value-creation strategy of the Group. The Lab enhances added
value of solutions delivered to our clients through proprietary research
supporting a multichannel approach in an environment of greater mobility.

Paulo César Salles Vasques, Chief Executive Officer, Teleperformance Group
commented: “Teleperformance interacts with over 20% of the world’s population
annually on behalf of the biggest brands on the planet. Customer experience
expectations are quickly changing and channel interaction strategies need to
keep pace. Our Teleperformance Customer Experience Lab sets a new innovation
bar for our industry and is a real global differentiator for us because our
clients can now take full advantage of emerging prospect and customer
interaction trends to maximize the return on investment on an evolving basis.”

Fabricio Coutinho, Chief Research and Development Officer, Teleperformance
commented: “Our Teleperformance Customer Experience Lab offers a unique
advantage to Teleperformance clients regardless of industry or geography. We
have unmatched capabilities to conduct proprietary customer experience
research across multiple geographies, languages, cultures and sectors. The
Teleperformance Customer Experience Lab evaluations help our clients better
understand all the evolving satisfaction drivers and customer preferences in
multichannel interactions with the client’s brand.”

Melissa O’Brien, Business Analyst, Worldwide Customer Care BPO, IDC said:
“Teleperformance fared well on IDC's recent Customer Care BPO MarketScape,
being listed as a leader in their industry space. Reviewing their overall
research and development innovation approach and their new multichannel
Customer Experience Lab reinforces why they will be continue to be successful
as a key worldwide enterprise as customer experience expectations continue to

Stephen Loynd, Global Program Director - Customer Contact, Frost & Sullivan
added: “In recognition of industry leadership and innovation, Teleperformance
has won Frost and Sullivan awards from regions all around the world. Visiting
Teleperformance’s Customer Experience Lab in Lisbon and learning more about
the company’s considerable investments in R&D through its Innovation Council,
I was struck by the evolving dynamic between customer and brand, and how that
will become ever more complex going forward.”

Adam Luciano, Principal Analyst, HfS Research noted: “Teleperformance's
Customer Experience Lab will enable it to jump ahead of the competition in
social media, mobility and analytics. These capabilities will be a significant
asset for clients looking for new ways to meet evolving customer expectations


Teleperformance, the worldwide leader in outsourced multichannel customer
experience management, serves companies around the world with customer care,
technical support, customer acquisition and debt collection programs. In 2012,
it reported consolidated revenue of €2,347 million ($3,028 million, based on
€1 = $1.29).

The Group operates about more than 100,000 computerized workstations, with
138,000 employees across more than 270 contact centers in 46 countries serving
78 markets. It manages programs in more than 66 languages and dialects on
behalf of major international companies operating in a wide variety of

Teleperformance shares are traded on the NYSE Euronext Paris market,
Eurolist-Compartment A, and are eligible for the deferred settlement service.
They are included in the following indices: SBF 120, STOXX 600 and France CAC
Mid & Small.

Symbol: RCF - ISIN: FR0000051807 - Reuters: ROCH.PA - Bloomberg: RCF FP


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