Case Study: Teleperformance achieves cost savings and improved reliability with Enghouse Interactive Outbound Communicator

Centralised operations saved costs and improved reliability

Teleperformance, a global leader in Business Process Outsourcing and owner of the Teleperformance Benelux operation (2,300 employees), needed to centralise its contact-centre campaign operations and move locally installed servers to a single EMEA data centre to improve control, incident response and resource sharing. To achieve this they worked with Enghouse Interactive, using Enghouse Interactive Outbound Communicator (IT Sonix’s Elsbeth PowerContact) which was previously running on local database servers in Brussels and Tilburg.

Enghouse Interactive installed the Campaign Manager in the central EMEA data centre on virtual database and application servers, migrated and upgraded existing databases, and integrated user management with Teleperformance’s Active Directory for single sign‑on. The solution—built on separate virtual machines for SQL, application and background processes—enabled cross‑site call blending, improved agent monitoring and reporting, easier scaling and location‑independent campaign deployment; centralised monitoring and backups reduced administration and telecommunication costs and improved overall reliability.

Teleperformance