Latest news with #ThomasMackenbrock
Business Wire
19-06-2025
- Business
- Business Wire
TP Introduces ‘Future Forward' Strategy to Accelerate Transformation and Growth
PARIS--(BUSINESS WIRE)--Regulatory News: TP (Paris:TEP), a global leader in digital business services, unveils 'Future Forward,' its new strategic plan at a Capital Markets Day in New York City. 'Future Forward' is TP's strategic initiative to become a next-generation, AI-enabled company. This encompasses fusing cutting-edge technology with human expertise to expand growth and deliver long-term value. By intelligently orchestrating AI with human empathy, judgement and expertise, TP aims to create competitive advantages for its clients through digital integrated business services. TP is launching FAB (Foundational AI Backbone), a proprietary AI orchestration platform designed to seamlessly integrate artificial intelligence, human expertise, and automation at scale. FAB will underpin TP's three pillar growth strategy: growing the core business with AI: leveraging technology and AI to deliver enhanced client outcomes, strengthen value propositions, and accelerate growth. extending vertical plays: expanding industry-specific solutions, end-to-end AI-enabled offerings and scaling specialized services globally. unlocking new opportunities in AI: accelerating growth in markets across the AI value chain, focusing on data services, technology, consulting, and digital marketing. TP plans to significantly invest over the next three years to accelerate AI deployment supported by a strengthened leadership structure to drive execution. Together, these initiatives position TP to harness the full potential of its human and technological capabilities, expanding the Group's total addressable market, including new markets, scaling high-margin business models and delivering meaningful value to clients. Daniel Julien, Founder and CEO of TP, commented: ' TP's growth story has always been shaped by bold pivots at key moments of industry disruption. With each wave of change, we have adapted, transformed and won. We have consistently demonstrated our ability to lead through transformation, setting the pace in a market where we continue to outperform. With our new strategic plan, rooted in a powerful human-AI hybrid approach and a resilient business model powered by exceptional AI-ready teams and reinforced governance, we are well-positioned to achieve ambitious yet realistic financial goals and deliver long-term value for our shareholders.' Thomas Mackenbrock, Deputy CEO of TP, added: 'TP is a global leader in digital business services with a strong track record. To build on this foundation and strengthen our long-term leadership, we are accelerating the transformation of the Group by harnessing the full potential of artificial and human intelligence. Our new strategic plan 'Future Forward', is designed to strengthen our core services portfolio, extend our vertical plays and capture new opportunities along the AI value chain. Our goal is clear: accelerate growth, expand margins and generate substantial cash flow to support strategic investments and return value to shareholders. This is the TP of tomorrow: the preferred AI-enabled strategic partner, creating relentless competitive advantage for our clients.' Expanding capabilities through strategic partnerships and acquisitions TP is expanding its AI capabilities through strategic partnerships and acquisitions. The Group has launched an AI partnership program with planned investments of up to €100 million in 2025. This initiative has already led to collaborations with leading AI pioneers: Sanas, a real-time speech understanding company; Parloa, a leading AI agent management platform for customer service, and; Ema, a cutting-edge agentic AI platform. TP also announced today the acquisition of 'Agents Only', an AI-enabled crowdsourcing platform for on-demand highly skilled domain experts across the world. 'Agents Only' provides a flexible talent infrastructure for the AI era, sourcing and managing thousands of AI-literate annotators, data scientists, and domain specialists. This acquisition will enhance TP's access to certified professionals at scale, accelerating project delivery and improving service quality across data labeling, data annotation, and generative AI support activities. 'Agents Only' and other new AI solutions will be seamlessly integrated into the FAB platform to ensure scalability and speed to market. For additional information on the acquisition of Agents Only, please refer to the press release issued today, June 18, 2025, which can be found here. TP and Carnegie Mellon University forge alliance to accelerate applied research for AI -Human augmentation TP is joining forces with Carnegie Mellon University's world-renowned School of Computer Science to accelerate AI research and innovation. To highlight this collaboration, Professor Martial Hebert, Dean of the School of Computer Science at CMU, is joining TP executives for a fireside chat at the Group's Capital Markets Day, offering his perspective on the evolving landscape of AI. Medium-term outlook for 2028 TP announces the following financial objectives for the next three years (2026-2028): Returning to sustained mid-single digit like-for-like 1 revenue yearly growth with 4-6% in 2028 Recurring EBITA margin at ~15.5% in 2028, expected post AI transformation Generating cumulative net free cash flow of ~€3 billion including organic AI efforts incurred over 2026-2028 Capital allocation priorities over the period are as follows: Investing ~20% of the net free cash flow to accelerate investments in AI and transformation, including strategic partnerships and selective bolt-on acquisitions Further strengthening TP's balance sheet with high financial flexibility and targeting net debt leverage ratio of 1.2x EBITDA in 2028 Returning to shareholders ~50% of the net free cash flow or ~€1.5 billion, through dividends (dividend policy maintained) and share buybacks 1 At constant scope and exchange rates Capital Markets Day 2025 details At TP's Capital Markets Day, CEO Daniel Julien, Deputy CEO Thomas Mackenbrock and members of the management team will present the Group's strategic priorities and medium-term financial outlook. An AI technology showcase, featuring TP's AI solutions and TP's AI partners solutions, will be presented at the event for in-person attendees. The event begins at 9:00 am ET / 3:00 pm CET and can be viewed virtually here All the documentation related to the CMD is available on the Group's website ( Investor days: Events and publications | TP -------------------------- Disclaimer All forward-looking statements are based on TP management's present expectations of future events and are subject to a number of factors and uncertainties that could cause actual results to differ materially from those described in the forward-looking statements. For a detailed description of these factors and uncertainties, please refer to the 'Risk Factors' section of our Universal Registration Document, available at TP undertakes no obligation to publicly update or revise any of these forward-looking statements. Indicative investor calendar Capital Markets Day: June 18, 2025 First-Half 2025 Results: July 31, 2025 Third-Quarter 2025 Revenue: November 5, 2025 ABOUT TELEPERFORMANCE GROUP Teleperformance (TEP – ISIN: FR0000051807 – Reuters: - Bloomberg: TEP FP), is a global leader in digital business services which consistently seeks to blend the best of advanced technology with human empathy to deliver enhanced customer care that is simpler, faster, and safer for the world's biggest brands and their customers. The Group's comprehensive, AI-powered service portfolio ranges from front office customer care to back-office functions, including operations consulting and high-value digital transformation services. It also offers a range of specialized services such as collections, interpreting and localization, visa and consular services, and recruitment process outsourcing services. The teams of multilingual, inspired, and passionate experts and advisors, spread in close to 100 countries, as well as the Group's local presence allows it to be a force of good in supporting communities, clients, and the environment. In 2024, Teleperformance reported consolidated revenue of €10,280 million (US$11 billion) and net profit of €523 million. Teleperformance shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: CAC 40, STOXX 600, S&P Europe 350, MSCI Global Standard and Euronext Tech Leaders. In the area of corporate social responsibility, Teleperformance shares are included in the CAC 40 ESG since September 2022, the Euronext Vigeo Euro 120 index since 2015, the MSCI Europe ESG Leaders index since 2019, the FTSE4Good index since 2018 and the S&P Global 1200 ESG index since 2017. For more information:
Yahoo
18-06-2025
- Business
- Yahoo
TP fuels expansion of TP.ai Data Services with acquisition of Agents Only
Data Services strengthens position through acquisition of AI-enabled crowdsourcing platform for on-demand, highly skilled experts NEW YORK, June 18, 2025 /PRNewswire/ -- Global digital services leader TP today announced it has acquired artificial intelligence (AI)-enabled crowdsourcing gig work platform Agents Only that mobilizes certified highly-skilled domain experts across the world. TP will use the acquisition to expand its Data Services with on-demand access to certified and highly skilled professionals at scale, enabling faster project delivery and enhanced quality across data labelling, data annotation and generative AI support services. "Agents Only's on-demand, crowdsourced workforce instantly plugs into our existing Data Services, giving us scalability and the ability to tap into the right domain talent," said Thomas Mackenbrock, TP Group Deputy Chief Executive Officer. "This acquisition will help us to launch projects at accelerated speed, reducing time-to-market for our clients, with high-quality outcomes." "Joining forces with TP marks a significant milestone for Agents Only and is a strong endorsement to the real-world value we offer with our software platform," added Agents Only Co-founder and Chief Executive Officer Michael Cole. "We look forward to helping TP quickly and efficiently scale sourcing for top talent from across the globe to help clients build their data engines for AI. Together, we're redefining what's possible in enterprise AI." This acquisition was made as part of TP's €100 million AI investment program launched in February 2025 as part of its growth strategy aimed at accelerating the development of AI and reinventing digital business services. Engineering the Future of AI at ScaleAs the use of advanced AI technology increases, there is growing demand for an immense amount of AI training data. Data labelling and annotation are essential for applying AI across diverse sectors such as healthcare, retail, and autonomous vehicles. Agents Only's intelligent workforce engine is designed to source and manage thousands of AI-literate annotators, data scientists, and domain specialists, creating a scalable neural network of human intelligence. Integrating it with Data Services allows TP to execute high-precision artificial intelligence machine learning (AIML) and generative AI projects while maintaining quality control and auditability. By eliminating manual bottlenecks through automated compliance checks, real-time quality dashboards, and human-in-the-loop workflows, data-intensive initiatives can now launch in hours instead of months with accuracy, traceability, and ethical alignment throughout the AI lifecycle. "By integrating a global, AI-driven crowdsourcing workforce platform, we are building the backbone for the next phase of enterprise AI – on-demand, at massive scale, and with strong precision," said Akash Pugalia, TP Chief Digital Officer, US Market. "The acquisition will help TP fuel large neural networks, accelerate reinforcement-learning cycles, and pioneer emerging domains like Physical AI, all while embedding robust governance, bias mitigation, and ethical guardrails. We're engineering smarter, safer, and more responsible AI." Data Services quickly and precisely builds and scales the data engine for AI. From powering advanced generative models to driving autonomous systems, Data Services seeks to deliver an end-to-end solutions framework for every data need, including human-in-the-loop annotation, machine learning pipelines, multimodal data creation & curation, and real-world signal capture across text, image, audio, video, geospatial, and LIDAR domains. Data Services thrives at the nexus of innovation and human expertise, partnering with organizations to launch new AI initiatives with precision and scale without compromise. Its agile, modular architecture is designed to provide seamless integration with leading ML frameworks and MLOps platforms, in order to empower clients to deploy robust, enterprise-grade generative AI solutions on-demand and at accelerated speed. ABOUT TELEPERFORMANCE GROUPTeleperformance (TEP – ISIN: FR0000051807 – Reuters: - Bloomberg: TEP FP), is a global leader in digital business services which consistently seeks to blend the best of advanced technology with human empathy to deliver enhanced customer care that is simpler, faster, and safer for the world's biggest brands and their customers. The Group's comprehensive, AI-powered service portfolio ranges from front office customer care to back-office functions, including operations consulting and high-value digital transformation services. It also offers a range of specialized services such as collections, interpreting and localization, visa and consular services, and recruitment process outsourcing services. The teams of multilingual, inspired, and passionate experts and advisors, spread in close to 100 countries, as well as the Group's local presence allows it to be a force of good in supporting communities, clients, and the environment. In 2024, Teleperformance reported consolidated revenue of €10,280 million (US$11 billion) and net profit of €523 million. Teleperformance shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: CAC 40, STOXX 600, S&P Europe 350, MSCI Global Standard and Euronext Tech Leaders. In the area of corporate social responsibility, Teleperformance shares are included in the CAC 40 ESG since September 2022, the Euronext Vigeo Euro 120 index since 2015, the MSCI Europe ESG Leaders index since 2019, the FTSE4Good index since 2018 and the S&P Global 1200 ESG index since 2017. For more information: View original content to download multimedia: SOURCE Teleperformance Sign in to access your portfolio
Yahoo
06-03-2025
- Business
- Yahoo
The World's Largest Call Center Company Will Use AI To Scrub Indian Accents To 'Create More Intimacy, Increase Customer Satisfaction'
The world's largest call center operator, Teleperformance, is rolling out artificial intelligence to modify the accents of its Indian customer service agents in real-time. The company claims this move will make agents more understandable to English-speaking customers and improve overall call quality. Teleperformance has partnered with Palo Alto-based startup Sanas, investing $13 million into its 'accent translation' technology. This AI system softens an agent's accent while also eliminating background noise such as sirens, roosters, or office chatter. The company has exclusive rights to resell this technology to its clients, which include Apple, Samsung, and TikTok. Don't Miss: 'Scrolling To UBI' — Deloitte's #1 fastest-growing software company allows users to earn money on their phones. The secret weapon in billionaire investor portfolios that you almost certainly don't own yet. "When you have an Indian agent on the line, sometimes it's hard to hear, to understand," said Teleperformance Deputy CEO Thomas Mackenbrock in an interview with Bloomberg. He claims the technology "neutralizes the accent of the Indian speaker with zero latency," resulting in 'more intimacy, increased customer satisfaction, and reduced the average handling time. It is a win-win for both parties.' While initially deployed for Indian agents, the technology is also available for Filipino workers and is being adjusted for Latin American accents. Teleperformance, which employs around 490,000 workers globally, is integrating AI across its business, including AI co-pilots to train employees and AI-based transcription for quality control. Trending: Maker of the $60,000 foldable home has 3 factory buildings, 600+ houses built, and big plans to solve housing — Despite the company's enthusiasm, investors appear skeptical. Teleperformance announced a broader $104 million AI investment this year, but after sharing the news, its stock dropped 11%. Some analysts believe investors are wary of the long-term impact of AI on the traditional call center model. The rise of AI-powered chatbots has already shaken the industry. Concerns regarding the future of human customer care positions were raised last year when Klarna Bank revealed that its AI assistant could perform the tasks of 700 full-time agents. However, Teleperformance maintains that AI will complement human workers rather than take their investor concerns, the use of accent-neutralizing technology raises ethical questions. While Sanas promotes its technology as a way to "reduce accent-based discrimination," Bloomberg argues it strips workers of their cultural identity and the authenticity of customer interactions. The Philippines, for example, has long dominated the call center industry by training agents to speak clear, fluent English. If AI technology becomes widespread, some worry that it could undermine the competitive advantage of these countries. "AI will be ubiquitous, it is already today," Mackenbrock said. "But in order to build connections, customer experience, branding awareness, the human element will be incredibly important." Read Next: Deloitte's fastest-growing software company partners with Amazon, Walmart & Target – It's no wonder Jeff Bezos holds over $250 million in art — UNLOCKED: 5 NEW TRADES EVERY WEEK. Click now to get top trade ideas daily, plus unlimited access to cutting-edge tools and strategies to gain an edge in the markets. Get the latest stock analysis from Benzinga? APPLE (AAPL): Free Stock Analysis Report TESLA (TSLA): Free Stock Analysis Report This article The World's Largest Call Center Company Will Use AI To Scrub Indian Accents To 'Create More Intimacy, Increase Customer Satisfaction' originally appeared on © 2025 Benzinga does not provide investment advice. All rights reserved. Sign in to access your portfolio
Yahoo
03-03-2025
- Business
- Yahoo
World's largest call center using AI to 'neutralize' Indian employees' accents
Teleperformance SE, the largest call center operator on the planet, has come up with a way to mask the fact it operates in India for customers calling for support with their latest iPhone or Galaxy device. In a new report from Bloomberg, Teleperformance shared that it invested $13 million in Sanas, an AI startup. Sanas has created technology that focuses on "reducing accent-based discrimination." As Teleperformance puts it, the technology can "neutralize" accents. SEE ALSO: Meta plans to launch standalone Meta AI app. OpenAI's Sam Altman fires back. 'When you have an Indian agent on the line, sometimes it's hard to hear, to understand,' Teleperformance Deputy Chief Executive Officer Thomas Mackenbrock told Bloomberg in an interview. Mackenbrock said that the AI technology can 'neutralize the accent of the Indian speaker with zero latency." Sanas' accent-neutralizing technology currently works on Indian and Filipino accents. The company says that it's working on deploying it for other accents, such as those found in Latin America. The AI startup also provides a background noise removal feature in order to further mask any sort of ambient noise emanating from the call center employees' location that may give away where they are based. Teleperformance said that it's also using AI tools for more common AI tasks, such as transcribing calls and coaching new employees. The company announced it would invest a further $104 million in AI during an investor call.
Telegraph
01-03-2025
- Business
- Telegraph
Call centres using AI to ‘whiten' Indian accents
The world's biggest call centre company is using artificial intelligence to 'neutralise' Indian accents for Western customers. Teleperformance said it was applying real-time AI software on phone calls in order to increase 'human empathy' between two people on the phone. The French company's customers in the UK include parts of the Government, the NHS, Vodafone and eBay. Teleperformance has about 90,000 employees in India and tens of thousands more in other countries. It is using software from Sanas, an American company that says the system helps 'build a more understanding world' and reduces miscommunication. The company's website says it makes call centre workers more productive and means customer service calls are resolved more quickly. The company also says it means call centre workers are less likely to be abused and customers are less likely to demand to speak to a supervisor. It is already used by companies including Walmart and UPS. 'It's a technology that allows [us] to neutralise accents in real time without any data storage,' Teleperformance's Markus Schmitt told investors on Thursday. 'You have obviously the issue we talked about human connection, human empathy. We have first implemented Sanas with clients in India. And sometimes, there is a difficulty people in India talking and vice versa with clients from the US.' He said it would mean 'closer and more intimate relationships' between workers and customers. The company said it had introduced the technology in India and would expand to other countries. Demos of Sanas' technology show Indian accents acquiring a distinctively American twang, as well as reducing background noise. Sanas has been criticised in the past for making people's voices 'sound whiter'. The company says that call centre workers like the technology and it leads to more opportunities in countries such as India and The Philippines. Teleperformance has taken a stake in the US company through a $13m (£10m) investment and a deal that will see Teleperformance's calls used to train the company's accent software. Call centre companies have been under potential pressure from AI owing to the rise of chatbots that can handle many customer queries automatically. Thomas Mackenbrock, Teleperformance's chief executive, said: 'In a world that is ubiquitous with AI, the element of the human ... will be also equally important because it's about building human connection and having this element of human empathy, connectivity will be something that will be equally valuable in the future.' Mr Mackenbrock told Bloomberg that the company was not disclosing which customers were using the AI tool.
