CCaaS software: Genesys to replace or complement Vocalcom at Teleperformance FSM

Publié le 25 juillet 2022 par Magazine En-Contact
CCaaS software: Genesys to replace or complement Vocalcom at Teleperformance FSM

After winning against Nice CX, Genesys has been selected by the IT department of Teleperformance. The leader in outsourced customer experience recently consulted with many publishers of SaaS platforms for customer contacts.  This is not necessarily a strategic issue since brands are increasingly making the choice of the technology or software to be used, but this is another indication of the loss of appeal of Vocalcom solutions. As indicated by both a CIO very proficient about the market and a Vocalcom customer in Africa, "those who have been using the solution for a long time are quite satisfied because it does the trick".  But the company hasn't invested enough to make up for the enough to outrun the numerous savvy competitors on the French market, such as Kiamo, Diabolocom, Talkdesk, Nice CX, Axialys, etc. Teleperformance did not wish to comment. Photo de une : Vocalcom - crédit © Edouard Jacquinet   READ PLATES-FORMES N°153 [...]

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