Teleperformance wins 2025 BIG Innovation Award for its GenAI-powered advanced interaction analytics platform that delivers actionable CX insights in near real-time
Teleperformance (TLPFY) has been awarded the 2025 BIG Innovation Award for its groundbreaking GenAI-powered interaction analytics platform. This platform utilizes generative artificial intelligence and natural language processing to enhance customer experience programs across multiple channels including voice, chat, messaging, email, web, and social media.
The platform, built on pre-trained frontier AI models, enables TP Experts to optimize customer engagement and improve operational efficiency through data-driven decision-making. Client programs implementing the platform have seen notable improvements in first-contact resolution, compliance, customer satisfaction, and sales conversions.
The solution is part of TP Microservices, a suite of plug-in cloud-based services that integrate AI capabilities into existing organizational ecosystems without requiring major system overhauls. This aligns with TP's vision for AI-enabled Customer Experience Management (CEM), allowing organizations to scale efficiently.
Teleperformance (TLPFY) ha ricevuto il BIG Innovation Award 2025 per la sua innovativa piattaforma di analisi delle interazioni basata su GenAI. Questa piattaforma utilizza l'intelligenza artificiale generativa e l'elaborazione del linguaggio naturale per migliorare i programmi di customer experience attraverso molteplici canali, tra cui voce, chat, messaggistica, email, web e social media.
La piattaforma, costruita su modelli di intelligenza artificiale avanzati già pre-addestrati, consente agli Esperti di TP di ottimizzare l'engagement dei clienti e migliorare l'efficienza operativa tramite decisioni basate sui dati. I programmi dei clienti che implementano la piattaforma hanno registrato miglioramenti significativi nella risoluzione al primo contatto, nella conformità, nella soddisfazione del cliente e nelle conversioni di vendita.
La soluzione fa parte di TP Microservices, una suite di servizi cloud plug-in che integrano capacità di intelligenza artificiale negli ecosistemi organizzativi esistenti senza richiedere importanti ristrutturazioni del sistema. Questo è in linea con la visione di TP per la gestione della customer experience abilitata dall'IA (CEM), consentendo alle organizzazioni di scalare in modo efficiente.
Teleperformance (TLPFY) ha sido galardonado con el Premio BIG Innovation 2025 por su innovadora plataforma de análisis de interacciones impulsada por GenAI. Esta plataforma utiliza inteligencia artificial generativa y procesamiento de lenguaje natural para mejorar los programas de experiencia del cliente a través de múltiples canales, incluyendo voz, chat, mensajería, correo electrónico, web y redes sociales.
La plataforma, construida sobre modelos de IA avanzada preentrenados, permite a los Expertos de TP optimizar el compromiso del cliente y mejorar la eficiencia operativa a través de decisiones basadas en datos. Los programas de los clientes que implementan la plataforma han visto mejoras notables en la resolución en el primer contacto, el cumplimiento, la satisfacción del cliente y las conversiones de ventas.
La solución es parte de TP Microservices, un conjunto de servicios en la nube plug-in que integran capacidades de IA en los ecosistemas organizativos existentes sin necesidad de grandes renovaciones de sistemas. Esto se alinea con la visión de TP para la gestión de la experiencia del cliente habilitada por IA (CEM), permitiendo a las organizaciones escalar de manera eficiente.
텔레퍼포먼스 (TLPFY)는 혁신적인 GenAI 기반 상호작용 분석 플랫폼으로 2025 BIG Innovation Award를 수상했습니다. 이 플랫폼은 생성적 인공 지능과 자연어 처리를 활용하여 음성, 채팅, 메시징, 이메일, 웹 및 소셜 미디어를 포함한 여러 채널에서 고객 경험 프로그램을 향상시킵니다.
선진 AI 모델을 기반으로 구축된 이 플랫폼은 TP 전문가들이 데이터 기반 의사 결정을 통해 고객 참여를 최적화하고 운영 효율성을 향상시킬 수 있게 합니다. 플랫폼을 구현한 고객 프로그램은 첫 번째 연락 해결, 준수, 고객 만족도 및 판매 전환에서 주목할 만한 개선을 보았습니다.
이 솔루션은 TP Microservices의 일부로, 주요 시스템 개편 없이 기존 조직 생태계에 AI 기능을 통합하는 플러그인 클라우드 기반 서비스 제품군입니다. 이는 AI 기반 고객 경험 관리(CEM)에 대한 TP의 비전과 일치하며 조직이 효율적으로 확장할 수 있도록 합니다.
Teleperformance (TLPFY) a reçu le Grand Prix de l'Innovation 2025 pour sa plateforme d'analyse des interactions alimentée par GenAI révolutionnaire. Cette plateforme utilise l'intelligence artificielle générative et le traitement du langage naturel pour améliorer les programmes d'expérience client à travers plusieurs canaux, y compris la voix, le chat, la messagerie, les courriels, le web et les réseaux sociaux.
La plateforme, construite sur des modèles d'IA avancés pré-entraînés, permet aux Experts TP d'optimiser l'engagement client et d'améliorer l'efficacité opérationnelle grâce à des décisions basées sur les données. Les programmes clients mettant en œuvre la plateforme ont constaté des améliorations notables en matière de résolution au premier contact, de conformité, de satisfaction client et de conversions de vente.
La solution fait partie de TP Microservices, une suite de services cloud plug-in qui intègrent des capacités d'IA dans les écosystèmes organisationnels existants sans nécessiter de grandes révisions systémiques. Cela s'aligne avec la vision de TP pour la gestion de l'expérience client (CEM) basée sur l'IA, permettant aux organisations de croître efficacement.
Teleperformance (TLPFY) wurde mit dem BIG Innovation Award 2025 für seine bahnbrechende GenAI-gestützte Interaktionsanalyseplattform ausgezeichnet. Diese Plattform nutzt generative künstliche Intelligenz und natürliche Sprachverarbeitung, um Kundenserviceprogramme über mehrere Kanäle hinweg zu verbessern, darunter Sprache, Chat, Messaging, E-Mail, Web und soziale Medien.
Die auf vortrainierten fortschrittlichen KI-Modellen basierende Plattform ermöglicht es TP-Experten, das Kundenengagement zu optimieren und die betriebliche Effizienz durch datengestützte Entscheidungen zu steigern. Kundenprogramme, die die Plattform implementieren, verzeichnen bemerkenswerte Verbesserungen bei der Lösung beim ersten Kontakt, der Compliance, der Kundenzufriedenheit und den Verkaufsumwandlungen.
Die Lösung ist Teil von TP Microservices, einer Suite von Plug-in-Cloud-Services, die KI-Funktionen ohne umfassende Systemüberholungen in bestehende organisatorische Ökosysteme integrieren. Dies entspricht der Vision von TP für das KI-gestützte Kundenmanagement (CEM) und ermöglicht es Organisationen, effizient zu skalieren.
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Solution is instrumental in improving first-contact resolution, compliance, customer satisfaction, and sales conversions
The interactions analytics platform is designed on pre-trained frontier AI models and extracts actionable insights from customer interactions across multiple channels including voice, chat, messaging, email, web, and social media. These insights enable TP Experts working on client programs to optimize customer engagement, improve operational efficiency, and achieve data-driven decision-making with high accuracy. Client programs using the platform have experienced improved first-contact resolution, stronger compliance, increased customer satisfaction, and increased sales conversions.
The award-winning GenAI and NLP platform is part of TP Microservices, which integrate advanced AI capabilities into an organization's existing ecosystem without the need for overhauls or replacements. TP Microservices are an extensive suite of plug-in cloud-based services that embody TP's vision for the future of AI-enabled Customer Experience Management (CEM) - empowering organizations to move faster and scale without boundaries.
The BIG Innovation Awards celebrate organizations and individuals pushing boundaries and advancing their industries. Winners are evaluated by a panel of seasoned business leaders and executives who consider creativity, measurable results, and overall impact in their selections. For more information about the BIG Innovation Awards, visit their website.
ABOUT TELEPERFORMANCE GROUP
Teleperformance (TEP – ISIN: FR0000051807 – Reuters: TEPRF.PA - Bloomberg: TEP FP), is a global leader in digital business services which consistently seeks to blend the best of advanced technology with human empathy to deliver enhanced customer care that is simpler, faster, and safer for the world's biggest brands and their customers. The Group's comprehensive, AI-powered service portfolio ranges from front office customer care to back-office functions, including operations consulting and high-value digital transformation services. It also offers a range of specialized services such as collections, interpreting and localization, visa and consular services, and recruitment process outsourcing services. The teams of multilingual, inspired, and passionate experts and advisors, spread in close to 100 countries, as well as the Group's local presence allows it to be a force of good in supporting communities, clients, and the environment. In 2023, Teleperformance reported consolidated revenue of
Teleperformance shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: CAC 40, STOXX 600, S&P Europe 350, MSCI Global Standard and Euronext Tech Leaders. In the area of corporate social responsibility, Teleperformance shares are included in the CAC 40 ESG since September 2022, the Euronext Vigeo
For more information: www.teleperformance.com.
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