DENVER, Oct. 23 /PRNewswire/ -- TeleTech Holdings, Inc. (Nasdaq:
TTEC),
the fastest-growing global provider of customer relationship management and
B2B infrastructure services, today announced the launch of enhansiv inc., a
subsidiary dedicated to the development, deployment and management of
remote-hosted eCRM technology solutions. enhansiv's multi-channel customer
relationship management solutions are delivered across a virtual, centralized
infrastructure, including the Internet and PSTN (public switched telephone
network), enabling companies seeking to implement effective CRM strategies to
reap the benefits of faster time to market, economies of scale and a uniform
platform across the entire enterprise.
enhansiv launched its first product offering on Oct. 1, 2000,
enhansiv 1.0. The focal point of the enhansiv technology is based on a deep
understanding of true customer value and the business impact of long-term
relationships. enhansiv 1.0 integrates its own intellectual property into a
highly scalable, web-centric eCRM technology that incorporates a leading-edge
contact management component with all customer contact channels, including
voice, email, Web chat, Web co-browse, fax and intelligent voice response.
The enhansiv 1.0 solution is specifically designed to be open and interface
with today's market leading technologies.
"As TeleTech changes its business model to address the needs of the
marketplace, we once again demonstrate our thought leadership within the
industry," said Ken Tuchman, founder and chairman of TeleTech. "Over the past
18 months we developed a deliberate strategy to enter the remote-hosted
marketplace, and today's announcement marks the successful execution of this
strategy. TeleTech's experience in successfully managing customer
relationships for Global 1000 companies for the past 18 years gives us
first-hand knowledge of the importance of scale and a solid market positioning
with major brands across the globe -- two key success factors to the launch of
enhansiv."
In today's market, large enterprises face tremendous challenges
implementing customer-centric strategies because of the inconsistencies and
complexities inherent in the integration of disparate customer management
platforms across the organization. enhansiv's technology offering is designed
to address this challenge, providing a cost-effective solution that delivers
speed of deployment, scalability and a centralized infrastructure across
various environments and customer interaction channels. Engineered for
maximum scalability, enhansiv's remote-hosted technology solutions provide
enterprises all of the functionality of the latest technologies without the
burdens of tremendous capital expenditures, training and maintenance of an
in-house telecomm team and upgrading and updating equipment.
"The flexibility of enhansiv's solutions present new competitive contact
center models for TeleTech, opening the door to new markets and
opportunities," said Scott Thompson, TeleTech CEO and president. "We are
driving a change in the industry. Through enhansiv, TeleTech can aggressively
attack the insource market, which is estimated to be orders of magnitude
larger than the traditional outsource market."
Thompson continued, "enhansiv also presents TeleTech with a tremendous
opportunity to drive efficiencies in its internal operations. By piping the
enhansiv technology into our own centers we can avoid the build-out of costly
data centers within each new customer interaction center as well as reduce the
number of data centers required to support our existing global operations.
This has the potential to drive down our internal infrastructure costs going
forward. We believe this centralization strategy will create a disruptive
cost paradigm and provide TeleTech with a strong competitive advantage within
the industry."
enhansiv encompasses TeleTech's existing automated solutions division,
Intellisystems, its systems integration division, Cygnus Computer Associates,
as well as a recently acquired research and development entity, Freefire. The
combined resources of these entities, coupled with the company's direct
relationship with TeleTech, provide enhansiv with a leading edge in the eCRM
solutions delivery arena. enhansiv can leverage these entities' multi-years
of experience and expertise in multi-media and Internet eCRM solutions and
build upon their existing relationships with Global 1000 clients.
Milos Djokovic, TeleTech's chief technology officer and founder and former
CEO of Cygnus Computer Associates, assumes the role of chief executive officer
of enhansiv. There are currently 220 TeleTech employees dedicated to
enhansiv, which is headquartered in Irvine, Calif. enhansiv will market and
sell its solutions directly through its own sales force, as well as indirectly
through TeleTech's global sales team and through relationships with leading
systems integrators. A number of customers have been identified and are
participating in the launch of enhansiv 1.0.
"enhansiv has developed the next-generation of eCRM software for delivery
via virtual channels," said Milos Djokovic, enhansiv CEO. "Today's complex
environments demand a more sophisticated platform, immediacy and
affordability, which is what enhansiv brings to the marketplace."
enhansiv currently offers the following:
-- enhansiv Channel Manager: an integrated multimedia routing engine based
on Internet technologies and an advanced rules engine providing
integration of all customer contact channels (including voice, email,
chat, collaborative browsing, fax) in both a push and pull interaction
model; unified, holistic reporting for a given customer; and
interaction routing based on customer value.
-- enhansiv Virtual eCRM: an eCRM front-end which facilitates the support
of operational processes such as Order Management, Case Management and
Contact Management; and incorporating fully-automated customer
self-support via telephone and the Internet using a patented multi-user
expert system.
-- enhansiv Hosted Services: designed and built to support the robust
network and systems infrastructure required to deliver enhansiv's
virtual eCRM solution in a timely manner from anywhere over any media
including VOIP (Voice Over Internet Protocol).
-- enhansiv Professional Services: requisite software and strategy
engineering services and solutions for the eCRM marketplace, enabling
clients to integrate both their legacy systems and customer service
applications with varied customer contact channels.
ENHANSIV PROFILE
enhansiv was founded in 2000 with the vision of revolutionizing how
businesses deploy customer relationship management solutions. enhansiv
benefits companies by allowing them to have a centralized infrastructure for
their eCRM functions offered via remote-hosted technology solutions. enhansiv
is unique in the marketplace, offering businesses of all sizes a choice and
providing clients with a holistic approach to meeting their strategic eCRM
needs. enhansiv is emerging as the leader in delivering businesses
integrated, channel independent, hosted eCRM solutions across a wide variety
of industries. Information regarding enhansiv can be found on the Worldwide
Web at
http://www.enhansiv.com.
TELETECH PROFILE
Founded in 1982, TeleTech is the leading provider of integrated,
eCommerce-enabling customer relationship management solutions (eCRM) for
global organizations predominantly in the telecommunications, financial
services, technology, government and transportation industries. TeleTech has
operations in ten countries which include Argentina, Australia, Brazil,
Canada, Mexico, New Zealand, Singapore, Spain, the U.K. and the U.S.
TeleTech's eCRM capabilities, including B2B electronic channel management and
database management, help companies inform, acquire, service, grow and retain
their customers throughout the entire relationship lifecycle. Its innovative
customer interaction platform, CyberCare, integrates the full spectrum of
voice and Internet communications, including custom e-mail response, "chat"
and extensive Web co-browsing capabilities. Through 43 customer interaction
centers in the Americas, Europe and Asia, TeleTech couples high-velocity
e-infrastructure service deployment with premier quality e-customer
relationship management to assure our clients unparalleled success in
acquiring, retaining and growing customer relationships. Information
regarding TeleTech Holdings can be found on the Worldwide Web at
http://www.teletech.com.
FORWARD LOOKING STATEMENTS
All statements not based on historical fact are forward-looking statements
that involve substantial risks and uncertainties. In accordance with the
Private Securities Litigation Reform Act of 1995, following are important
factors that could cause TeleTech's actual results to differ materially from
those expressed or implied by such forward-looking statements: lower than
anticipated customer interaction center capacity utilization; the loss or
delay in implementation of a customer management program; TeleTech's ability
to build-out facilities in a timely and economic manner; greater than
anticipated competition from new entrants into the customer care market,
causing increased price competition or loss of clients; the loss of one or
more significant clients; higher than anticipated start-up costs associated
with new business opportunities and ventures such as enhansiv; TeleTech's
ability to predict the potential volume or profitability of any future
technology or consulting sales; TeleTech's agreements with clients may be
canceled on relatively short notice; and TeleTech's ability to generate a
specific level of revenue is dependent upon customer interest in and use of
the Company's clients' products and services. Readers are encouraged to
review TeleTech's 1999 Annual Report on Form 10-K , Quarterly Reports on
Form 10-Q, for first and second quarters 2000, and other publicly filed
documents which describe other important factors that may impact TeleTech's
business, results of operations and financial condition. TeleTech undertakes
no obligation to update its forward looking statements after the date of this
release.
SOURCE TeleTech Holdings, Inc.
Web site: http://www.enhansiv.com
Company News On-Call: http://www.prnewswire.com/comp/107907.html
or fax, 800-758-5804, ext. 107907
CONTACT: Kirsten Hamling, Investor Relations of TeleTech
Holdings, Inc., 303-894-7379, kirstenhamling@teletech.com
