TechnologyThe Teleperformance Performance Driver™ technology incorporates best in class networks, systems, and processes to securely and efficiently receive and deliver data throughout the world, whether operations are located onshore, near shore, offshore or through work at home agents. Teleperformance offers best in class administrators, processes and technologies to every Teleperformance call center within its global footprint. Business Processes, Network Systems Management, Physical Security and Information Security are all maximized with centralized Global Network Operations. Global Network Operations includes:
- Network Operations Center
- Hub & Spoke Architectures
- Network Systems Monitoring and Management
- Network Security & Recovery Processes
 • Teleperformance has best in class networks, systems, and processes to securely and efficiently receive and deliver data throughout the world whether operations are located onshore, near shore, offshore or through work at home agents.
• Our Global Network Operations are centralized to provide you the best technology to deliver the optimal customer experience.
Network Operations Center (NOC)The network operations center offers centralized systems monitoring capability for servers, network devices, auto-recovery and business processes.
Teleperformance North American Operations Center operates Class A data centers in its Salt Lake City and Seattle facilities, as well as in offshore locations to support U.S domestic, near shore and offshore operations. If one data center is down, the other can back it up. Our Network Systems Management software enables us to have a view of the entire geographic infrastructure from a single command center.
.jpg "HSTHM") Teleperformance’s Hub and Spoke Architecture and Network Systems Management software allows us to view and manage the entire geographic infrastructure from a single command center. The benefits of the architecture include TDMoIP, 16:1 compression, which enables us to carry a higher volume of transactions and add capacity quickly any where in the world. The system also incorporates T-1/E-1 primary and back up circuits, Auto-Failover and Dedicated Circuits for guaranteed quality of service.
Network Security & Recovery ProcessesTeleperformance has strict processes and standards in place as to how we deploy, manage, and protect both our internal and external network access points. In addition, our policies and procedures with respect to how we maintain, back-up & restore mission critical information and communications surpass even the most rigorous within our industry. Our technology and support infrastructure includes the following components: - Hub & spoke architecture
- Avaya ACDs with dual processors & power
- Networked PBX infrastructure
- Power: backed by UPS and generators
- Redundant fiber optic DS-3 (Sharps)
- Redundant Network Components
- Active/Passive & Load balanced server clusters
- System and Power Redundancy
- Problem Escalation
- 24x7 Help Desk support, work order tracking system and escalation processes in place
- Leadership is on call 24x7x365 for support and escalation
Data Storage and Back-ups
- Mirrored Systems
- Daily, weekly and monthly backups and storage
on-site & off-site
- Production voice files and data are replicated from
the facility to our SLC Command Center Warehouse
Disaster Recovery Plans (DRP)- The DRP follows ISO 9002 Quality Management System guidelines to minimize operational impact of call center and corporate operations in event of an unexpected interruption.
- Centralized data processing and reporting provides ability to move work seamlessly between centers.
Service agreements for production systems and switch equipment include tier 1 support, most rapid responses and 24x7 coverage
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 human resource management
 performance management
 technology
 interactive & self-service applications
 data & physical security
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