TELEPERFORMANCE_Registration_document_2017

INTRODUCTION TO THE GROUP 1.2 Operations and strategy

1.2.1.5.1 An integrated global IT and telecommunications network

1

 An integrated global IT and telecommunications network

Moscow

London

Frankfurt

Boise

Paris Madrid

Beijing

Columbus

Salt Lake City

Global MPLS*

Dallas Monterrey

Delhi Jaipur

Manila

Bogota

São Paulo

Sydney

Buenos Aires

Cape Town

* Global MultiProtocol Label Switching The Group’s IT and telecommunications networks cover all of the worlds’ continents. These networks are based on MPLS (MultiProtocol Label Switching) systems, which are specific data transport systems used for all kinds of traffic, e.g. voice, IPv4 and IPv6 packets and even Ethernet or ATM frames. The main features of these networks include sophisticated connection systems as well as intrusion prevention and detection systems. The Group continues to streamline the architecture of systems and technological standards. The Group has a wide range of proprietary technical tools and solutions, tested and scalable mainly in the area of customer relationship management, operations managements, human resources and security. The main solutions and tools are described by field of application below. a. Human resources and operations ● Integrated software for the management of on-site services (Contact Center Management System - CCMS) created in 1998band deployed within the Group worldwide from 2005. This deployment helped to harmonize operational processes and strengthen the security of the business information production process. 1.2.1.5.2 A comprehensive range of high-tech, proprietary tools and solutions ■ CCMS

Olympus

■

● Implemented in online interpreting services delivered in the United States mainly by work-at-home interpreters. ● Created in 2013, LanguageLine ® OlympusSM is the state of the art cloud-based platform. ● In case of online service requests, this platform makes it possible to find the right interpreter among the Company’s 8,400b interpreters in terms of language among the 265blanguages proposed by the Company, and in terms of competence (health, law, finance, insurance...) and level required (from making an appointment to a medical diagnosis) in record time. ● This system can meet any demand of interpreting service, whatever the requested channelb: voice, video or chat. ● Implemented in the visa application management services on behalf of governments (TLScontact). ● Created in 2007, TLSconnect is a real-time software management suite that supports and records every operational process step giving management the ability to oversee the process flow and deal quickly with any operational bottlenecks. ● Analytical tools and automated reports assist management in assessing the efficiency of operations across different performance metrics, providing hard and accurate data on which to base tactical decisions.

TLSconnect

■

15

Teleperformance bb - bb Registration documentbb 2017