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June 17, 2013

Teleperformance Brazil improves customer experience with Teleopti

São Paulo, June 18, 2013 — Teleopti, a global leader in workforce management (WFM) software, announced today that Teleperformance, globally the largest provider of customer experience management outsourced services, has implemented the Teleopti WFM solution in Brazil.


“We are a differentiated provider of outsourced contact center services and our strategy of choosing the best people, processes and technology to provide an outstanding customer experience to our clients. With our new integrated WFM solution provided by Teleopti, we get complete visibility and control to proactively ensure an excellent and interaction customer service”, said Sergio Souza, Teleperformance Brazil CEO.

Teleperformance Brazil employs over 18,000 agents across 8 campuses and is one of the largest and fastest growing subsidiaries of Teleperformance Group. Optimizing schedules, managing real-time changes and communication, empowering employees, and integrating with other applications in this complex environment required a very flexible product and a vendor that could adapt to Teleperformance’s unique requirements.

The Teleopti software deployment, replacing an incumbent system, was accompanied by a business process optimization and enabled Teleperformance Brazil to significantly improve its contact center’s operational efficiency. In less than two months, Teleperformance’s scheduling efficiency has already improved significantly.

“The WFM implementation was effective, and the user friendliness of the software only makes the solution an even more important and hands-on resource for our operation. Teleopti has become an important partner for us with efficient support and a very professional project team,” said Sergio Souza.

The implementation process of Teleopti for Teleperformance Brazil took less than four weeks. This process included the full rollout of the application and the training for analysts and team leaders.

Teleopti provides a workforce management solution with a unique combination of flexible and intuitive features, implemented by local WFM experts to help customers improve their service levels, cut costs, and empower their employees. This has rendered an outstanding customer satisfaction; more than nine out of ten customers using Teleopti solutions recommend them to others.

Contact at Teleopti AB:    Contact at Teleperformance Brazil: 
Camilla Arneving                                                                         Tree Comunicação 
Marketing Manager                                        T +55 11 3093 3609  
T +46 8 568 95 000 
C +46 722 22 81 04