TP wins Frost & Sullivan Asia-Pacific customer service award
Thu, 10th Sep 2026 (Today)
TP has been named Frost & Sullivan's 2026 Asia-Pacific Company of the Year in Customer Experience Management Services, the analyst firm's top regional honour in the category.
Frost & Sullivan cited TP's use of artificial intelligence across customer service operations in Asia-Pacific, along with operational discipline and measurable client results. It said TP had addressed a key industry gap by moving AI from pilot projects into live delivery environments.
TP, formerly known as Teleperformance, applies AI at several points in the service delivery process, including recruitment and onboarding, simulation-based training for customer service staff, workforce management, and AI-assisted coaching.
In quality assurance, TP said it now reviews every transaction rather than relying on the smaller samples traditionally used in the sector. The company said this is intended to improve coaching accuracy, compliance oversight, and operational feedback.
Frost & Sullivan highlighted one example involving work for a hospitality brand in Singapore. It said the project combined technology across older and newer systems and introduced an AI-enabled knowledge platform designed to provide context-aware answers to customer enquiries across multiple teams and business lines.
The project also formed part of a broader redesign of the service infrastructure supporting what Frost & Sullivan described as a high-touch customer model. It pointed to the engagement as evidence of TP's use of technology within day-to-day operations rather than as a stand-alone tool.
Regional operations were another factor in the award. Frost & Sullivan said TP's footprint across Asia-Pacific allows it to respond to differing language, regulatory, cultural, and operational requirements in local markets.
TP supports offshore, nearshore, onshore, and hybrid delivery models in the region. Frost & Sullivan said that flexibility helps it adapt service structures to individual market conditions instead of applying a single operating model across all territories.
TP said one agentic triage project in Asia-Pacific cut referral-to-booking turnaround times from about 24 hours to minutes while improving booking conversion. It presented that result as an example of how AI-based tools can be tied to commercial outcomes.
Dave Rizzo, President and Chief Executive Officer, APAC, TP, outlined the company's view of how clients are approaching AI in customer operations.
"As AI becomes embedded into customer operations, enterprises need outcome-based models that orchestrate AI and human agents to improve productivity and deliver measurable business value," said Rizzo. "TP designs workflows that use AI to elevate human work, while linking productivity gains to the business outcomes clients want to achieve. Being named Frost & Sullivan's Asia-Pacific Company of the Year recognizes the progress we are making in delivering that transformation for clients across the region."
Regional role
Beyond client projects, Frost & Sullivan said TP's Asia-Pacific business serves as both a delivery network and a source of new business in a market where demand is growing. It also said the region plays a broader role in the group's development of solutions using AI, machine learning, natural language processing, analytics, and automation.
That view reflects a broader shift in how outsourcing and customer management groups position Asia-Pacific operations. Rather than treating the region purely as a labour base, companies are increasingly presenting it as a source of technical development, process design, and operational testing.
Frost & Sullivan's assessment drew attention to that change, saying TP's centres of excellence in Asia-Pacific contribute to solution development for the wider group.
"The company's centers of excellence in Asia-Pacific contribute to the development of solutions across AI, machine learning, natural language processing, analytics, and automation. This gives the region a role beyond labor delivery. It becomes a capability engine for global transformation," said Krishna Baidya, Vice President, ICT Practise, Frost & Sullivan.
TP operates in close to 100 countries and says it provides services across more than 170 markets. In Asia-Pacific, the award suggests analysts are placing increased weight on whether customer service groups can show that AI tools are embedded in operating models while retaining human oversight in areas such as judgement, empathy, and customer relationships.