Twilio and Teleperformance innovate next gen cloud contact centre solutions.

Cloud communications platform Twilio and digital integrated business service Teleperformance collaborate to introduce the next generation of cloud contact centre solutions to companies globally.

The pandemic has changed the way consumers interact with brands and both companies want to build on this acceleration. Twilio says there is no going back. In fact, Twilio's 2021 State of Customer Engagement Report found that 87% of business leaders agree that digital customer engagement will continue to be essential to their business success going forward.

Consumers have adopted digital channels en masse and are demanding more personalised care and engagement. To capitalise on this opportunity, Teleperformance and Twilio are collaborating to offer Twilio's technology and Teleperformance's 40 years in customer experience.

The partnership will see Teleperformance using Flex, Twilio's programmable cloud-based contact centre platform, to give customers access to cloud contact centre solutions.

In the long-term, Twilio and Teleperformance's partnership will transform the way customer engagement is delivered in organisations of all sizes and structures. The aim is to jointly develop new solutions, such as the strong emergence of video as a channel, which stem from both areas of expertise - digitally integrated customer experience management and cloud communications.

Twilio and Teleperformance will engage organisations globally with a joint one-stop-shop motion providing customer engagement and business process optimisation to support clients business goals and customer lifetime value.

'We believe the best customer experiences cannot be bought - they must be built. Companies that embrace a 'build or die' mindset can better meet the distinct needs of their customers, and build truly differentiated experiences. Teleperformance is a prime example of this being done right. And Teleperformance didn't need to build their solution from scratch - they are using Twilio's APIs as building blocks to create the best customer engagement experience possible,' comments Twilio chief customer officer Glenn Weinstein.

'There is huge client demand for digital customer experience cloud-based solutions and our partnership with Twilio gives our technology innovation capabilities a future proof advantage to our clients,' concludes Teleperformance global head of transformation and knowledge service Sidarth Mukherjee.

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