TPMA (Teleperformance Midi Aquitaine), an independent subsidiary of France’s largest outsourcer, Teleperformance, has agreed a three year extension to its contract across with Infinity CCS (ICCS), providers of flexible contact centre software. ICCS supplies 350 seats of its contact centre software, Infinity, across three separate sites, Bordeaux, Toulouse and Rennes, delivering a ‘unified desktop’ to over 3000 agents.

Following a successful bench-mark pilot, which saw performance improve by 20%, the growing operation, which handles both inbound and outbound campaigns, has also placed an additional order for the latest predictive dialling module to support the outbound operations. This advanced predictive module works along-side TPMA’s existing leading-edge, communications platform from Avaya, and went live this month.

Infinity completely integrates TPMA’s applications, presenting agents with a single view of the customer they are dealing with. Call wrap up times have decreased and record keeping has improved immeasurably.

“We initially installed Infinity’s solution in Bordeaux during 2003 for a major international financial services client that demanded high levels of compliancy and quality control,” said Damien Boissinot, Director General, TPMA France, “and of course we needed high performance and reliability to be able outsource profitably.”

Teleperformance was established in France in 1978 and is the largest contact centre outsource provider in the French market, boasting a unique regional network.

Carl Adkins, CEO, Infinity CCS stated: “This renewal demonstrates our place in the contact centre market as a leading unified desktop software provider. Major operations like TPMA can rely on us because we work with hand in hand with them to ensure the direction of the product meets and anticipates their needs in a practical, cost-effective way.”
 
TPMA is now using the latest version of Infinity (version 3.6) which includes:
•   A proven agent desktop scripting environment
•   Unified Desktop – integrated access to multiple applications
•   CTI, predictive dialing and call recording
•   Extensive reporting and administration tools
•   A complete contact management environment
•   Thin-client architecture for running projects simultaneously across locations or countries; complete with multi-lingual capabilities
•   Integration provided through Microsoft .NET web services

Customers can obtain further information by calling +44 (0)121 410 5454