This IDC study examines the September 3, 2009, announcement that Teleperformance has partnered with Genesys in launching a hosted Contact Center On-Demand offering. Genesys will provide the contact center software, and RightNow Technologies will provide the on-demand CRM suite that unifies and delivers tools to the agent desktop.

"Teleperformance, a top provider of contact center management services, is now offering hosted services as a complement to its provision of contact center personnel, joining with Genesys and RightNow Technologies to build out its new hosted capabilities," said Stephen Loynd, program manager for Contact Center Services at IDC. "Such a partnership bears watching, because it incorporates next-generation outsourcing tools and methods and reveals the continuing evolution of traditional providers of outsourcing services. "