PARIS, FRANCE and TORONTO, ONTARIO--(Marketwire - Nov. 16, 2009) - Teleperformance, the world's leading provider of outsourced customer service and Sangoma(R) Technologies Corporation (TSX VENTURE:STC), a leading supplier of hardware and software enabling server-based voice and data communication applications announced that a portion of the next-generation infrastructure for Telepeformance's global operations will be based on Sangoma's NetBorder product line.
Based in Paris, France, Teleperformance is the world's largest outsourced contact center provider with revenues of $2.6 Billion USD in 2008 and a global footprint of 249 contact centers in 47 countries operating about 82,000 computerized workstations The company selected Sangoma's NetBorder Call Analyzer and NetBorder Express Gateway products to enable its next-generation IP-based infrastructure.
Teleperformance will leverage the patent-pending Call Progress Analysis capabilities of Sangoma's NetBorder Call Analyzer to optimize the performance of their outbound dialing campaigns, make their agents more productive, and ultimately drive more business for their customers. Call Progress Analysis is an automated call classification process by which an application can automatically detect if the outbound call was connected to a person, a voice mail system, a fax machine or some other type of device. NetBorder Call Analyzer performs this classification rapidly and accurately, which enables answered calls to be immediately connected to a customer service agent, while other types of connections are either automatically rescheduled or taken off the calling list, depending on the real-time classification result.
Teleperformance will also leverage Sangoma's NetBorder Express Gateway for cost effective connectivity between Teleperformance's VoIP infrastructure and legacy telephony networks.
"We always seek to make our operations more efficient and scalable in order to improve our customers' results" said Rick Matlock, VP of IT Infrastructure at Teleperformance USA. "The fast and accurate IP-based call classification of NetBorder Call Analyzer ensures that our automatic dialer enables optimal agent productivity while meeting regulatory compliance and offering high-quality interactions with end users. After a thorough technical evaluation process, we determined that Sangoma's NetBorder was the best fit for our next-generation architecture."
"We are thrilled to work with Teleperformance to enable faster, more efficient outbound calling operations for the benefit of their end customers," said David Mandelstam, Sangoma's CEO. "The adoption of NetBorder by Teleperformance is a significant endorsement for our contact center product line, given the magnitude and excellent reputation of their organization."
Teleperformance (NYSE Euronext Paris: FR 0000051807), the world's leading provider of outsourced CRM and contact center services, has been serving companies around the world rolling out customer acquisition, customer care, technical support and debt collection programs on their behalf. In 2008, the Teleperformance Group achieved EUR 1.784 billion revenues (US$2.6 billion). The Group operates about 82,000 computerized workstations, with more than 100,000 employees (Full-Time Equivalents) across 249 contact centers in 47 countries and conducts programs in more than 66 different languages and dialects on behalf of major international companies operating in various industries. www.teleperformance.com
About Sangoma Technologies Corporation
Sangoma is the premium provider of voice and data connectivity components for software-based communication applications. Sangoma's data cards, voice cards, gateways and connectivity software are used in leading PBX, IVR, contact center and data-communication applications worldwide. The product line represents a comprehensive toolset for deploying cost-effective, powerful, and flexible software communication applications.
Founded in 1984, Sangoma Technologies Corporation is publicly traded on the TSX Venture Exchange (TSX VENTURE:STC). Additional information on Sangoma can be found at: www.sangoma.com.