Case Study: Teleperformance achieves proactive fraud prevention and improved customer experience with Genesys

Delivering innovative, customer-centric call center solutions built on Genesys

Teleperformance is a global leader in multi-channel customer experience with over 182,000 employees and 270 contact centers across 62 countries. Faced with clients’ diverse telephony infrastructures and the need for real-time visibility into agent behavior, Teleperformance needed a flexible, platform-agnostic way to improve customer experience and proactively detect and prevent agent fraud.

Using the Genesys Customer Experience Platform, Teleperformance built Teleperformance Observer — a real-time agent monitoring and management solution that combines telephony events, desktop and video feeds, HR photos and a rules-based engine to spot anomalies and raise instant alerts. Deployed across their global footprint without per-client rework, the solution improved efficiency, delivered proactive fraud prevention, saved thousands of development hours, and became a differentiator that enhances security and customer experience.

Teleperformance

Evan Davis

Vice President of Engineering