DENVER, Feb. 12 /PRNewswire/ -- TeleTech Holdings, Inc (Nasdaq: TTEC), one
of the largest and fastest growing global providers of customer management
services and solutions, has been awarded a 10-year contract by Computer
Sciences Corporation (CSC) to assist US embassies and consulates worldwide in
providing visa information and support services. TeleTech has teamed with CSC
to service the US Department of State, Bureau of Consular Affairs. The
agreement has a one-year base period and nine one-year options, and have a
combined value of more than $100 million if all options are exercised.
"This agreement promises long-term improvements of the visa procedures and
supports TeleTech's robust growth internationally," remarked Scott Thompson,
CEO and president, TeleTech. "This year, the Bureau of Consular Affairs will
receive over 10 million applications worldwide and our expertise in this
industry and presence in international markets are what made us qualified to
handle the demand. We are pleased with the worldwide reach this contract
involves as our robust global growth continues."
Under the terms of the agreement, the Bureau of Consular Affairs will
utilize TeleTech's eCustomerReps(TM) from the state-of-the-art facility in
Leon, Mexico to make the visa application process more user-friendly and
efficient. The program involves interaction with customers in Mexico, with an
expected rapid rollout of other locations such as Guatemala, El Salvador and
Nicaragua. The anticipated scope of support will roll out into Europe in
spring 2001, with Belgium, the Netherlands and Luxembourg. TeleTech expects
to service Germany as soon as summer, 2001. Support will be extended to other
countries as directed by the Bureau of Consular Affairs. The Bureau envisions
this global program to provide visa applicants worldwide with information
which makes the process more efficient.
CSC is one of the world's leading consulting IT services firms, which
helps clients in industry and government achieve strategic and operational
results through the use of technology. TeleTech and CSC teamed to provide the
Bureau of Consular Affairs an e-government solution to make the application
process more convenient and user-friendly. CSC will provide integration and
program management, as well as operational interface with the State
Department, Bureau of Consular Affairs.
The State Department supports consular offices and missions overseas in
providing citizens of each country with information on how to apply for
individual visas needed to visit and or work in the United States. The Bureau
of Consular Affairs, faced with burgeoning numbers of clients and the reality
of an ever-shrinking workforce, recognized the value and the impact that
technology could make. The Bureau envisioned providing visa applicants in
each country with improved delivery of information, electronic scheduling of
appointments, and improved quality of service.
The vision required a variety of electronic solutions based on
flexibility, ease-of-use and accessibility within the country being served.
Under the leadership of the Bureau of Consular Affairs, the CSC/TeleTech team
is putting solutions in place that will enable the embassies and consulates to
better manage their visa issuance responsibilities through both electronic and
customer-focused solutions.
This contract is among the first to utilize TeleTech's new Spanish
language customer care solution, Hispanic Market Customer Interaction
Management (HMCIM). This solution can also be used for U.S.-based clients to
provide services to their Spanish-speaking customers by routing their
inquiries to other native speakers in TeleTech's facility in Leon, Mexico.
TeleTech Profile
Founded in 1982, TeleTech is the leading provider of integrated customer
relationship management solutions (CRM) for global organizations predominantly
in the communications, financial services, technology, government and
transportation industries. TeleTech has operations in 11 countries which
include Argentina, Australia, Brazil, Canada, China, Mexico, New Zealand,
Singapore, Spain, the U.K. and the United States. TeleTech's CRM
capabilities, including electronic channel management and database management,
help companies inform, acquire, service, grow and retain their customers
throughout the entire relationship lifecycle. TeleTech integrates a full
spectrum of voice and Internet communications, including custom e-mail
response, "chat" and extensive Web co-browsing capabilities. 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; TeleTech's ability to predict
future revenues and associated costs, as well as 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, second and third 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
CONTACT: Elizabeth Johnson, Media Relations, 303-813-4229,
elizabethjohnson@teletech.com, or Erika Barnes, Investor Relations,
720-947-6390, erikabarnes@teletech.com, both of TeleTech Holdings, Inc/
