Global business services provider Teleperformance (TP) in the Philippines is reinforcing its commitment to advancing digital innovation and transformation with the opening of its first immersive Innovation & Solutions Hub in SM Aura in Taguig City.
The facility showcases TP Microservices, the company’s newest extensive suite of cloud-based services that seamlessly integrate advanced AI capabilities into clients’ ecosystems, artificial intelligence (AI) technologies, and immersive training spaces. The hub is both a demonstration center for TP’s latest technological offerings and a collaborative space where organizations can explore emerging technologies reshaping the IT-BPM industry.
“I’m personally excited about TP’s Innovation and Solutions Hub in the Philippines, as it furthers our commitment to our people – our customer experts and especially to our clients. As we continue to invest not just in new technologies, but in fostering an overall innovation culture across the organization, we’re better positioned to develop and implement breakthrough solutions for the benefit of our customers,” said Chief Executive Officer of Teleperformance in the Philippines, Rahul Jolly during the launch.
The Innovation & Solutions Hub builds on the strategic synergy of emotional intelligence (EI) and artificial intelligence (AI) across TP’s operations, giving clients a High-Tech, High-Touch, and High-Standards advantage in delivering superior customer experiences. With emotions influencing 60% to 80% of human decisions, TP’s customer experts are able to deliver personalized solutions that address the frustrations, and pain points that customers often feel, a holistic solution powered by EI, enabled by AI.
“We are leveraging AI and EI combined with a high-touch approach in our microservices solutions suite to achieve multiple goals: making our customer experts’ lives easier through more efficient processes, reducing friction, and providing enhanced digital customer experiences (CX). Together with our clients, we co-create tailored, industry-specific solutions that address unique vertical challenges. Afterall, TP at its heart is a people-first company,” Jolly added.
The 260-square meter facility houses several high-tech set-up including a massive boardroom, display showrooms, product demonstration corners, fully equipped conference rooms for workshops, LED display panels, and a welcoming lounge area. Incoming guests are assisted by transformation experts for testing and demonstrating featured solutions in the hub.
Further making the event more meaningful was the presence of Teleperformance Chief Executive Officer Daniel Julien, Deputy CEO Thomas Mackenbrock, and Global Chief Operating Officer Agustin Grisanti, who were joined by special guests from the local government and industry partners in officially opening the Innovation & Solutions Hub.
Julien acknowledged that TP welcomes AI, and that it is primarily a tool which can aid humans in making faster and informed decisions. He also emphasized that EI and AI can assist businesses in solving daily and complex problems which allows TP to consistently provide exceptional customer service.
The launch event ended with a high-level panel discussion, which included Call Center Association of the Philippines (CCAP) Operations Director Jay Santisteban, Analytics and Artificial Intelligence Association of the Philippines (AAP) President Michelle Alarcon, Frost & Sullivan Industry Principal Sherrel Roche, Everest Group Practice Director Raghav Agarwal, and Senior Vice President of Transformation and Process Excellence in Teleperformance in the Philippines Amit Kale. The panel discussion was moderated by TP North America Chief Transformation Officer Jojo Pacis.
