Abstract
This IDC study examines the September 3, 2009, announcement that
Teleperformance has partnered with Genesys in launching a hosted Contact
Center On-Demand offering. Genesys will provide the contact center software,
and RightNow Technologies will provide the on-demand CRM suite that
unifies and delivers tools to the agent desktop.
"Teleperformance, a top
provider of contact center management services, is now offering hosted
services as a complement to its provision of contact center
personnel, joining with Genesys and RightNow Technologies to build out
its new hosted capabilities," said Stephen Loynd, program manager for
Contact Center Services at IDC. "Such a partnership bears watching,
because it incorporates next-generation outsourcing tools and methods and reveals
the continuing evolution of traditional providers of outsourcing services. "
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