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Teleperformance Recognized for its Innovative and Visionary Anti-fraud Solutions

November 03, 2014 at 3:45 AM

Frost & Sullivan presents the company with the 2014 Visionary Innovation Leadership Award in Contact Center Security

MOUNTAIN VIEW, Calif. - November 3, 2014 - Based on its recent analysis of the contact center market, Frost & Sullivan recognizes Teleperformance with the 2014 North American Frost & Sullivan Award for Visionary Innovation Leadership. As a Tier 1 leading outsourcing provider, Teleperformance has built a security-conscious culture within the entire organization. This reinforces customer trust and establishes a competitive advantage in a crowded field.

The globalization of the contact center industry makes for more complex security challenges as clients operate in cross-border environments. "Teleperformance offers a unique fraud risk assessment as part of a four-phase security enhancement program. It relies on knowledge of fraud trends, common vulnerabilities among client applications, and ways an agent could circumvent controls," said Frost & Sullivan Principal Analyst Michael DeSalles. "This extensive security report is customized for each client. It often highlights potential security breaches that the client's own security team has failed to address."

With Lyle Hardy (CIO) and Bruce Wignall (CISO) at the helm, the team has over 100 security analysts that are CISSP-certified, ensuring that they are information security experts. Team members are distributed across three major geographic regions, globally. Teleperformance is able to meet individual security requirements by assigning a certified information systems security professional to each client. Unique within the industry, the security analyst is responsible for identifying resources, tools and processes to enforce and manage client security rules.

Teleperformance is a pioneer in contact center compliance. The company focuses on individual site accountability within the region in which Teleperformance operates delivery sites. The company establishes and maintains its own set of compliance standards. In North America, this means that local, state and federal regulations are documented and then scored.  These efforts have propelled the company to become the first in the outsourcing industry to achieve VISA Payment Card Industry (PCI) compliance for its U.S. and Mexico operations.

"Given its proactive efforts to design and continually improve internal controls, Teleperformance goes far beyond simply being compliant with recognized security standards," noted DeSalles. "The strong cultural thread of performance and excellence that runs through Teleperformance's innovative security tools, processes and products places the organization at the top tier of outsourcing service providers in North America."

Acknowledging its unparalleled excellence in contact center security, Frost & Sullivan is pleased to recognize Teleperformance with the 2014 Visionary Innovation Leadership Award for its security practice in the North American contact center outsourcing market.

Frost & Sullivan's Best Practices Awards recognize companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service, and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research.

About Teleperformance

We are the worldwide leader in multichannel customer experience. We've been providing superior customer care services for leading companies throughout the world since 1978, with expertise in many markets and verticals.

We work with people and for people to bring passion and excellence to our businesses like our own business. That is what we do. We transform passion into excellence.
With a large global footprint, we bring together best practices and experience from several countries worldwide combined with continuous innovation, the best mix of agents, efficient processes, intelligent analytics and strategic locations. This means rapid team assignment and a variety of solutions to provide a seamless and enriched customer experience wherever you need us.

We are moved by passion. It defines us. It motivates us. It moves us forward. And it is part of everything we do.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.

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