Contact Centre Featured Article

March 19, 2013

Teleperformance Earns the Multimedia Contact Center Award


As phone and Internet connections can be lost due to physical destruction, as well as the 911 call centers, which may become overloaded with calls to the point that some are not able to be attended to, it is important that these services are prepared for when disaster strikes.

In light of these disastrous occasions, Teleperformance (News - Alert) UK, a worldwide provider of customer care, has completed its one-year competitive process and has been awarded the Environment Agency ‘Floodline’ Multimedia Contact Center Service contract.

The Environment Agency ‘Floodline’ Multimedia Contact Center Service contract means that Teleperformance UK was able to deliver the most reliable front-line communication with the public on behalf of the Environment Agency during flood events; using its trained call center advisors and multifaceted Interactive Voice Response technology (IVR), which is called the Recorded Message Service (RMS).

For the past ten years, Teleperformance has successfully ran its floodline services by constantly keeping up-to-date with the latest technologies and software available on the market, like GovDelivery Communication Management (DCM (News - Alert)).

GovDelivery, a provider of public sector digital communications, revealed a case study about how Ocean City, Maryland’s digital communication platform matched up to Hurricane Sandy, further enforcing the notion of communication vitality.

As a Software as a Service (SaaS (News - Alert)), cloud-based application, it can be accessed anywhere there is Internet, allowing cities to use voice, answering machine protect, text-to-speech and group sending to communicate with their citizens; the group sending features allows cities to mass dial thousands of callers in a specific geographically location in an urgent situation, despite the limitations that telephone companies may place on the amount of calls you can make.

Just like GovDelivery, according to Manoch Kerman, Floodline service manager, Environment Agency, “Floodline is a critical service for the Environment Agency; it promotes flood awareness by giving access, assistance and the very latest information during times of high flood risk. Following an in-depth procurement exercise, the Environment Agency has again awarded this contract to Teleperformance.”

With this revolution in the government underway we can see how cloud–based communication solutions even have the potential to save lives. It seems that aside from being used to increase the efficiency and productivity of enterprises, when applied to situation such as natural disasters, the new discoveries in the communication sector prove to be even more significant to humanity.

For more information about Teleperformance, click here.




Edited by Rachel Ramsey


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