TP helps organizations adopt and scale agentic AI with two new AI partnerships
TP announces strategic partnerships with agentic AI companies Ema and Parloa to enhance customer experience and back-office operations. This move follows TP's €100 million AI investment program and aligns with their recent collaboration with Sanas.
The partnerships grant TP exclusive global integration rights for Ema's AI platforms across 400+ clients. TP can invest up to $15 million in Ema's next financing round and $10 million in Parloa. Parloa's platform offers voice engagement support in 137 languages and dialects, enabling AI-human collaboration for customer interactions.
These initiatives target the growing back-office services market, projected to reach $320 billion in four years. TP reported double-digit growth in this sector last year. The company aims to combine human expertise with AI capabilities to deliver smarter, faster experiences while creating new professional opportunities within the organization.
TP annuncia partnership strategiche con le aziende di intelligenza artificiale agentica Ema e Parloa per migliorare l'esperienza cliente e le operazioni di back-office. Questa iniziativa segue il programma di investimento in AI da 100 milioni di euro di TP e si allinea alla recente collaborazione con Sanas.
Le partnership concedono a TP i diritti esclusivi di integrazione globale delle piattaforme AI di Ema su oltre 400 clienti. TP potrà investire fino a 15 milioni di dollari nel prossimo round di finanziamento di Ema e 10 milioni in Parloa. La piattaforma di Parloa supporta l’interazione vocale in 137 lingue e dialetti, permettendo una collaborazione AI-umano nelle comunicazioni con i clienti.
Queste iniziative sono rivolte al mercato in crescita dei servizi di back-office, che si prevede raggiungerà i 320 miliardi di dollari entro quattro anni. Lo scorso anno TP ha registrato una crescita a doppia cifra in questo settore. L’obiettivo dell’azienda è combinare l’esperienza umana con le capacità dell’AI per offrire esperienze più intelligenti e rapide, creando al contempo nuove opportunità professionali all’interno dell’organizzazione.
TP anuncia alianzas estratégicas con las empresas de IA agentica Ema y Parloa para mejorar la experiencia del cliente y las operaciones de back-office. Esta iniciativa sigue al programa de inversión en IA de 100 millones de euros de TP y se alinea con su reciente colaboración con Sanas.
Las alianzas otorgan a TP derechos exclusivos de integración global de las plataformas de IA de Ema en más de 400 clientes. TP podrá invertir hasta 15 millones de dólares en la próxima ronda de financiación de Ema y 10 millones en Parloa. La plataforma de Parloa ofrece soporte de interacción por voz en 137 idiomas y dialectos, facilitando la colaboración entre IA y humanos en las interacciones con clientes.
Estas iniciativas apuntan al creciente mercado de servicios de back-office, que se proyecta alcanzará los 320 mil millones de dólares en cuatro años. El año pasado, TP reportó un crecimiento de dos dígitos en este sector. La compañía busca combinar la experiencia humana con las capacidades de la IA para ofrecer experiencias más inteligentes y rápidas, al mismo tiempo que crea nuevas oportunidades profesionales dentro de la organización.
TP는 고객 경험과 백오피스 운영 강화를 위해 에이전틱 AI 기업인 Ema와 Parloa와 전략적 파트너십을 발표했습니다. 이번 조치는 TP의 1억 유로 AI 투자 프로그램에 따른 것으로, 최근 Sanas와의 협력과도 연계됩니다.
이번 파트너십을 통해 TP는 400개 이상의 고객사에 Ema의 AI 플랫폼을 독점적으로 글로벌 통합할 권리를 확보했습니다. TP는 Ema의 다음 투자 라운드에 최대 1,500만 달러, Parloa에는 1,000만 달러를 투자할 수 있습니다. Parloa의 플랫폼은 137개 언어와 방언으로 음성 상호작용을 지원하여 AI와 인간의 협업을 통한 고객 응대를 가능하게 합니다.
이러한 이니셔티브는 4년 내 3,200억 달러에 이를 것으로 예상되는 성장 중인 백오피스 서비스 시장을 겨냥합니다. TP는 지난해 이 부문에서 두 자릿수 성장을 기록했습니다. 회사는 인간의 전문성과 AI 능력을 결합해 더 스마트하고 빠른 경험을 제공하는 동시에 조직 내 새로운 직업 기회를 창출하는 것을 목표로 하고 있습니다.
TP annonce des partenariats stratégiques avec les entreprises d’IA agentique Ema et Parloa pour améliorer l’expérience client et les opérations back-office. Cette initiative fait suite au programme d’investissement en IA de 100 millions d’euros de TP et s’inscrit dans la continuité de leur récente collaboration avec Sanas.
Ces partenariats accordent à TP des droits exclusifs d’intégration mondiale des plateformes IA d’Ema auprès de plus de 400 clients. TP peut investir jusqu’à 15 millions de dollars dans le prochain tour de financement d’Ema et 10 millions dans Parloa. La plateforme de Parloa offre un support vocal dans 137 langues et dialectes, permettant une collaboration IA-humain dans les interactions clients.
Ces initiatives ciblent le marché en croissance des services back-office, qui devrait atteindre 320 milliards de dollars dans quatre ans. TP a enregistré une croissance à deux chiffres dans ce secteur l’année dernière. L’entreprise vise à combiner l’expertise humaine avec les capacités de l’IA pour offrir des expériences plus intelligentes et rapides tout en créant de nouvelles opportunités professionnelles au sein de l’organisation.
TP kündigt strategische Partnerschaften mit den agentischen KI-Unternehmen Ema und Parloa an, um das Kundenerlebnis und die Back-Office-Prozesse zu verbessern. Dieser Schritt folgt dem 100-Millionen-Euro-KI-Investitionsprogramm von TP und steht im Einklang mit der jüngsten Zusammenarbeit mit Sanas.
Die Partnerschaften gewähren TP exklusive globale Integrationsrechte für Emas KI-Plattformen bei über 400 Kunden. TP kann bis zu 15 Millionen US-Dollar in die nächste Finanzierungsrunde von Ema und 10 Millionen US-Dollar in Parloa investieren. Die Plattform von Parloa unterstützt Sprachinteraktionen in 137 Sprachen und Dialekten und ermöglicht eine Zusammenarbeit von KI und Mensch im Kundenkontakt.
Diese Initiativen richten sich an den wachsenden Markt für Back-Office-Dienstleistungen, der in vier Jahren voraussichtlich 320 Milliarden US-Dollar erreichen wird. TP verzeichnete im letzten Jahr zweistelliges Wachstum in diesem Sektor. Das Unternehmen strebt an, menschliche Expertise mit KI-Fähigkeiten zu verbinden, um intelligentere und schnellere Erlebnisse zu bieten und gleichzeitig neue berufliche Chancen innerhalb der Organisation zu schaffen.
- Strategic partnerships with Ema and Parloa position TP as a leader in agentic AI integration
- €100 million AI investment program demonstrates strong financial commitment to technology advancement
- Double-digit growth achieved in back-office services, targeting a $320 billion market by 2029
- Option to invest up to $25 million combined in Ema ($15M) and Parloa ($10M) through future financing rounds
- Exclusive global go-to-market partnership with Ema for AI Agents platforms across 400+ clients
- Strategic partnership with Parloa for voice engagement solutions in 137 languages expands market reach
- Significant capital expenditure required for AI investments and partnerships
- High dependency on third-party AI technology providers rather than proprietary solutions
- Integration and implementation risks associated with new AI technologies
TP will integrate agentic AI solutions from emerging tech leaders Ema and Parloa to help clients combine and scale agentic AI with human experts to advance intelligent orchestration of AI and emotional intelligence across customer experience and back-office services.
The move underscores TP's ongoing commitment to driving technological advancements that address evolving market demands. Earlier this year, TP launched a
Together, these investments focus on innovating the use of advanced AI tools alongside TP Experts to augment their work, enabling Experts to provide more personalized and empathetic customer support and more efficient professional services.
"More than adopting the latest technology, we are orchestrating innovation with a highly skilled team and rigorous standards and processes, all guided by strategic vision built on deep industry expertise," said Thomas Mackenbrock, TP Group Deputy Chief Executive Officer. "Our mission: to deliver experiences that are smarter, faster, creating value and driving sustainable growth."
"By blending human expertise and empathy with advanced agentic AI, we are not only transforming customer experience but also propelling our digital transformation forward as we expand beyond traditional CX into high-growth areas that are driving the future of business," Mackenbrock continued. "In the process, we are also creating new professional opportunities within our company."
Scaled, Agile and Personalized Voice Engagement and Back-Office Processes
Ema and TP will work jointly with dedicated teams to further enhance and implement Ema's agentic systems to enterprise needs for a broad variety of tasks. In addition, TP becomes the exclusive global go-to-market partner and integrator of Ema's AI Agents platforms and solutions for 400+ clients. Last year alone, TP saw double-digit growth in back-office services, a market that is expected to reach approximately
"Our collaboration with TP marks a pivotal move toward building the future of work where intelligent, autonomous AI seamlessly integrates with human expertise to elevate both experience and performance," said Surojit Chatterjee, CEO and co-founder of Ema. "By uniting Ema's advanced AI agents with TP's global reach and operational strength, we are enabling organizations to amplify human potential, spark real transformation, and create more agile, inventive, and resilient teams."
Parloa's platform seamlessly integrates AI agents with human experts, enabling TP to elevate, automate, and scale multilingual voice engagement for customer interactions. By delegating routine customer voice inquiries to AI, TP Experts can focus on solving more complex, high-impact challenges. Both companies are collaborating closely to further enhance and implement the Parloa suite of solutions and bring them to market. Initially, TP will be Parloa's strategic go-to market partner for selected target companies.
In addition, TP has the right to invest up to
"Our partnership with TP advances how businesses integrate agentic AI with human expertise to drive superior outcomes," said Malte Kosub, CEO & Founder of Parloa. "For years, the focus was on building faster, more efficient digital channels, often at the expense of more human, voice-based communications which customers prefer because it is naturally easier. With TP, we are enabling their Experts to seamlessly delegate routine customer voice inquiries to our AI agents, thereby unlocking greater capacity to address intricate, high-impact challenges. This collaboration exemplifies how AI can not only transform operational efficiency but also enhance the human touch in delivering forward-thinking solutions that create lasting value for clients."
Parloa provides agentic AI voice engagement and support in 137 languages and dialects.
1Source: Frost & Sullivan Global Business Process Management Services Forecast to 2029. Published February 2025.
ABOUT EMA
Ema is based in
ABOUT PARLOA
Parloa is a leading Agentic AI company for enterprise customer service. Parloa's voice-first platform unites humans and AI in one team to take companies' service quality to a new level through AI-based customer service, natural-sounding conversations, and outstanding service experiences on the phone and all communication channels. The Parloa platform resolves most customer queries quickly and automatically, allowing contact center agents to focus on complex issues. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald and today employs about 300 people in
ABOUT TELEPERFORMANCE GROUP
Teleperformance (TEP – ISIN: FR0000051807 – Reuters: TEPRF.PA - 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
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
For more information: www.tp.com.
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