Frost & Sullivan Commends Teleperformance's Unparalleled Excellence in Contact Center Security

Teleperformance goes beyond simply being compliant with recognized security standards by designing and improving internal controls

MOUNTAIN VIEW, Calif. - November 28, 2011 - Based on recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Teleperformance with the 2011 North America Frost & Sullivan Award for Product Differentiation Excellence. Each year, Frost & Sullivan presents this Award to the company that demonstrates superior features and functionality, as well as quality and complexity. This is no small feat considering that Teleperformance operates 263 contact centers in 50 countries with 128,000 employees.

Teleperformance has a dedicated security team of more than 50 professionals holding various professional security certifications including Certified Information Systems Security Professional (CISSP), Certified Fraud Examiners (CFE), and Certified Security/Information Security Auditor (CSA & CISA). These security specialists are located across the world. The team's mission is to adhere to strict security standards to protect the confidentiality, availability and integrity of client data.

Teleperformance assigns a CISSP-certified Security Analyst (SA) to every client account; an added value service that is unique in the contact center market. The Teleperformance SA is responsible for identifying resources, tools and processes to enforce and manage client security requirements. In addition, Teleperformance provides Service Level Agreements (SLA's) to its customers. "Frost & Sullivan believes that these dual security enhancements serve as distinct world-class competitive advantages" asserts Frost & Sullivan Principal Analyst, Michael DeSalles."

In 2010, Teleperformance launched its Teleperformance Fraud Risk Assessment (FRA) solution. This enhancement helps identify and quantify the business impact of fraud risks. The assessment relies on knowledge of fraud trends, common and known vulnerabilities among client applications, and some of the ways an agent could circumvent controls within an application or process.

DeSalles adds, "Teleperformance has added innovation to contact center security that often surpasses the client's internal security controls for fraud prevention and early detection. In short, for companies that absolutely require the highest degree of data and customer information security, Teleperformance is indisputably the industry leader. "

Teleperformance's Passport Secure Identity Management solution allows verified agents quick and secure access to necessary applications. Voice recognition technology provides definite confirmation of agent identity while eliminating the need for multiple agent passwords and creating a simplified end-to-end login process. This single sign-on voice authentication process prevents impersonation, unauthorized system access, or sharing of passwords.

Teleperformance is one of the first outsourcing companies in the industry to obtain the important VISA Payment Card Industry (PCI) certification beginning in its U.S. and Mexico operations. Teleperformance has since obtained additional PCI certifications in most regions of the world. With each PCI certification Teleperformance also holds a DSE certification insuring safe security practices around storage of credit card information. In 2010, the company launched the BEST Security Guide and implemented, audited and managed more than 200 internal Teleperformance security controls. This enables Teleperformance to comply with various statutory or regulatory controls including, but not limited to, ISO 27001/2, BS25999, PCI, European Union Data Privacy Directive 95/46, EU Country Privacy Laws, HIPAA, and various others.

About Teleperformance

Teleperformance, the worldwide leading provider of outstanding customer experience at every single opportunity, has been serving companies around the world, providing superior results in managing their customer care, technical support and debt collection operations. In 2010, the Teleperformance Group achieved €2.058 billion revenues (US$2.738 billion - average exchange rate at December 31, 2010: €1 = US$1.35).

The Group operates about 83,000 computerized workstations, with more than 128,000 employees across 263 contact centers in 50 countries and conducts programs in more than 66 different languages and dialects on behalf of major international companies operating in various industries. Please visit

About Frost & Sullivan

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Mireya Espinoza
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