NICE CXone Interaction Analytics | Significantly Enhancing Teleperformance's Omnichannel Customer Experience

Are you concerned that customer experiences may vary significantly due to factors like agents, time, or communication channels? It can be difficult to pinpoint specific instances, as consistently tracking this information is not an easy task.

However, CXone Interaction Analytics can help you analyze every interaction, understand the communication between agents and customers, identify the outcomes of those interactions, and evaluate the overall experience.

Case Study: Teleperformance

Teleperformance is a global leader in customer experience (CX) and business process outsourcing (BPO), offering a range of AI-driven services from front-end customer service to back-office functions, including trust and safety services. They provide specialized services such as collection, translation, visa processing, and consular services.

Teleperformance faced several operational challenges, including a heavy reliance on Excel and manual processes, making timely analysis and reporting difficult. One of the most significant challenges was chat management, which hindered the company's ability to meet its goals, such as increasing sales on its e-commerce platform. Additionally, low QA and operational efficiency limited Teleperformance's ability to expand into new regions and grow its market.

Creating Synergy Between CX, Quality, and Interaction Analytics

After carefully evaluating a range of solutions in the market, Teleperformance implemented NICE Interaction Analytics to automate manual processes, improve data visibility, and balance high-tech capabilities with high-touch engagement. The company also adopted NICE Quality Management to enhance agent performance and drive improvements in quality and sales conversions. This combined solution introduced automated reporting and QA workflows, as well as intelligent coaching tools to help agents develop their skills.

To further optimize operational efficiency, the NICE VRS consulting team worked closely with Teleperformance, aligning the solution's capabilities with their business objectives. The NICE VRS team also provided valuable expert guidance, helping the Teleperformance team understand the functionality of NICE solutions, new tools, and how to address unique business challenges, while resolving production issues in a timely manner.

Practical Support for Best User Adoption

NICE VRS also conducted project workshops to help the team achieve the best possible user adoption. These measures, tested in real-world conditions, met the company's specific needs and followed best practices for analysis-driven QA processes. Furthermore, NICE VRS provided practical support, assisting the Teleperformance team in designing evaluation forms, automating queries, and enabling self-service with the NICE Quality Management solution. This was particularly beneficial for Teleperformance, which operates across multiple regions and languages, providing a wide range of services that require quick responses to changes in workflows and customer journeys.