Profile: Teletech Holdings Inc (TTEC.OQ)
28 Apr 2017
TeleTech Holdings, Inc. (TeleTech), incorporated on December 22, 1994, is a customer service provider that delivers consulting, technology, growth and customer care solutions on a global scale. The Company operates through four segments: Customer Management Services (CMS), Customer Growth Services (CGS), Customer Technology Services (CTS) and Customer Strategy Services (CSS). As of December 31, 2016, it operated 82 customer engagement centers that are classified as Multi-Client Center, which it leases space and serves multiple clients in each facility; Dedicated Center, which it leases space and dedicates the entire facility to one client, and Managed Center, which are leased or owned by its clients. As of December 31, 2016, it delivered services in 23 countries from 82 customer engagement centers on six continents.
Customer Management Services (CMS)
The CMS segment designs and manages clients' front-to-back office processes to deliver just-in-time, personalized, multi-channel interactions. In addition, it manages certain client back-office processes to manage their customer-centric view of relationships and operating efficiencies. Its front-office solutions integrate voice, chat, e-mail, e-commerce and social media to optimize the customer experience for its clients. The Company's delivery of integrated business processes through its onshore, offshore or work-from-home associates manages operating costs and allows customer needs to be met.
Customer Growth Services (CGS)
The CGS segment offers integrated sales and marketing solutions to help its clients in the business-to-consumer or business-to-business markets. It delivers revenue annually through the acquisition, growth and retention of customers through a combination of sales professionals and its Revana Analytic Multichannel Platform. This platform continuously aggregates individual customer information across various channels into one view. It provides services on an integrated cross-business segment and on a discrete basis. The segment provides technology-enabled sales and marketing solutions that support revenue generation across the customer lifecycle, including sales advisory, search engine optimization, digital demand generation, lead qualification, and acquisition sales, growth and retention services.
Customer Technology Services (CTS)
The CTS segment includes operational and system design consulting, customer experience technology product, implementation and integration consulting services, and management of clients cloud and on premise solutions. It enables clients' operations to interact with their customers across an array of channels, including e-mail, social networks, mobile, Web, short message service (SMS) text, voice and chat. Through its Humanify platform, the Company also provides data-driven context aware software as a service (SaaS)-based solutions that link customers directly to appropriate resources.
Customer Strategy Services (CSS)
The CSS segment provides professional services in customer experience strategy, customer intelligence analytics, system and operational process optimization, and culture development and knowledge management. The Company helps its clients to design, build and execute the customer engagement strategies. It helps the clients to understand and predict the customers' behaviors and preferences along with the economic value. Using analytic models, the Company provides the insight clients need to build the business case for customer centricity, to optimize the marketing spend and then work alongside them to help implement its recommendations.
The Company competes with Convergys, Sykes, Teleperformance, Bain & Company, McKinsey & Company, Accenture, IBM, AT&T, Interactive Intelligence, LiveOps, inContact, Five9, WPP, Publicis Groupe, Dentsu and Sitel.
Teletech Holdings Inc
9197 S Peoria St
ENGLEWOOD CO 80112-5833
Company Web Links
- BRIEF-Teletech acquires leading health services company,Connextions Inc
- BRIEF-Teletech Q4 GAAP loss per share $0.01
- BRIEF-TeleTech awarded general services administration (GSA) information technology (IT) schedule 70 contract
- BRIEF-Teletech board approves increase in semi-annual cash dividend
- BRIEF-Teletech reports Q3 earnings per share $0.24