Profile: TeleTech Holdings Inc (TTEC.OQ)

TeleTech Holdings, Inc. (TeleTech) is a global provider of customer experience strategy, technology and business process outsourcing (BPO) solutions. TeleTech provides an integrated suite of technology-enabled customer-centric services that span strategic professional services, revenue generation, front and back office processes, cloud-based fully hosted BPO delivery center environments and learning innovation services. The Company provides round the clock integrated global solution that spans people, process, technology and infrastructure for governments and private sector clients in the automotive, broadband, cable, financial services, healthcare, logistics, media and entertainment, retail, technology, travel, and wireline and wireless communication industries. On May 28, 2011, the Company acquired certain assets and liabilities of a business unit of eLoyalty Corporation (eLoyalty).

The Company derives its revenues from a suite of BPO services and is reported in its North American and International BPO segments. Its North American BPO segment consists of sales to all clients based in North America (encompassing the United States and Canada), while its International BPO segment consists of sales to all clients based in all countries outside of North America.

The Company’s BPO business provides outsourced business process, customer management, hosted technology, premise based technology, consulting and marketing services for a variety of industries through its operations in the United States, Argentina, Australia, Belgium, Brazil, Canada, China, Costa Rica, England, France, Germany, Ghana, Italy, Kuwait, Lebanon, Mexico, New Zealand, Northern Ireland, the Philippines, Scotland, South Africa, Spain, Turkey, and the United Arab Emirates.

The Company redesigns and manages clients front-office processes to deliver just-in-time, personalized, multi-channel customer experiences. It provides its services through its onshore and offshore delivery centers, as well as its TeleTech@Home work-from-home agents, its solutions integrate voice, chat, e-mail, ecommerce and social media to optimize the customer experience for its clients. The Company offers software and infrastructure as a service. In addition, it provides the design, implementation and ongoing management of clients premise-based delivery center environments to enable companies to deliver its services to its customers.

The Company’s solutions provide operating processes and a centralized delivery platform to maximize revenue and customer profitability for its clients through market segmentation, data analytic, and electronic direct marketing tools; support field sales teams and manage sales relationships with small and medium-sized businesses, as well as governmental agencies; design, implement and manage e-commerce portals; manage the customer lifecycle, from acquiring and on-boarding through support and retention; design, implement and manage industry-specific end-to-end enterprise level back-office processes to achieve efficient and effective global service delivery for discrete or multiple back-office requirements; manage and host BPO delivery center environments, including TeleTech OnDemand infrastructure and fully-integrated software applications through a monthly license subscription; provide services and tools for client’s internal human capital operations including talent acquisition, learning innovation services and performance optimization, and offer professional consulting services in each of the above areas.

Professional services, customer management and revenue generation solutions help its clients segment, target, acquire, grow and retain their customer base. Enterprise management solutions help companies manage their internal business process and include product or service provisioning, fulfillment, expense management, supply chain management, claims processing, payment and warranty processing, basic through advanced technical support, human resource recruiting and talent management, retirement plan administration, data analysis and market research, network management, and workforce training and scheduling. Learning innovation services includes virtual job-simulation environments, eLearning courses, interactive social media networking and collaboration, as well as intuitive three dimensional (3D) and game-based learning courses. Its hosted OnDemand technology offering provide its clients with cloud-based computing solutions to fully host their customer management environments from a network and application perspective and includes multi-channel interaction routing, customer experience management and workforce optimization.

The Company operates in 17 countries. Of the 17 countries, through which it provides BPO services, 11 provide services for onshore clients, including the United States, Australia, Brazil, China, England, Germany, Ghana, New Zealand, Northern Ireland, Scotland and Spain. The total number of workstations in these countries is 9,500, or 30% of its total delivery capacity. The other five countries provide services, partially or entirely, for offshore clients including Argentina, Canada, Costa Rica, Mexico and the Philippines. The total number of workstations in these countries is 22,300, or 70% of its total delivery capacity.

The Company competes with Accenture Ltd., Convergys Corporation, Genpact Limited, Sykes Enterprises Incorporated and Teleperformance.