Profile: TeleTech Holdings Inc (TTEC.OQ)
20 Jan 2017
TeleTech Holdings, Inc. (TeleTech), incorporated on December 22, 1994, is a customer engagement management service provider that delivers integrated 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). It operates approximately 70 delivery 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. The Company's suite of product and service capabilities allows it to design and deliver customer experiences across various communication channels. Its delivers solutions in over 20 countries from approximately 70 delivery centers on over 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 improve revenue in 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. As a result of the acquisition of the digital agency, WebMetro, it has developed an integrated marketing-to-sales platform that links online searches to live sales through a closed loop, multichannel interface. This platform uses tools and methodology to capture, and uses approximately 400 marketing and sales data points to engage with customers in relevant conversations. 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 design consulting, systems integration, and cloud and on premise managed services, the requirements needed to design, deliver and maintain multichannel customer engagement platforms. 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 technology, 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 current and future 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