PALO ALTO, Calif.--(BUSINESS WIRE)--March 14, 2005--Frost &
Sullivan's recent study, North American Contact Center Services
Market, has selected TeleTech Holdings, Inc. (Nasdaq: TTEC), as the
recipient of the 2004 Product Innovation Award for its Intelligent
Systems On Demand(TM) capabilities - an innovative suite of
infrastructure elements and contact center applications.
Every year, Frost & Sullivan presents this Award to the company
that has demonstrated excellence in new products and technologies
within its industry. Recipient companies have shown innovation by
launching a broad line of emerging products and technologies.
Frost & Sullivan believes providing hosted application service
offerings represent a major opportunity for contact center
outsourcers. In development for several years prior to its public
launch in 2004, TeleTech was an early mover in pioneering these
capabilities. TeleTech initially began by providing specific
solutions, such as a hosted automated call distributor (ACD),
delivered on a "pay per use" basis to its clients. The company then
expanded this service offering by introducing the complete Intelligent
Systems On Demand(TM) suite.
"Intelligent Systems On Demand(TM) provides a suite of contact
center solutions and services for businesses that choose to contract
out their customer service operations or keep them internally," says
Frost & Sullivan Senior Analyst Katrina Howell. "The ACD used within
the service is the Avaya platform, which centrally routes and controls
all of a company's customer interactions from front- to back-office."
Intelligent Systems On Demand(TM) is expected to meet with wide
acceptance, since it provides companies with the flexibility to
purchase the specific elements technology and offerings in a hosted
"rented" infrastructure model. This allows clients to scale seats up
or down based on seasonal growth or other specific business needs.
With Intelligent Systems On Demand(TM), TeleTech can penetrate new
market segments - specifically those customers that prefer to maintain
their agents in-house but are interested in deploying advanced contact
center technology on a "pay per use" basis. Currently, TeleTech is the
first contact center outsourcer to launch such a service to the market
and can be expected to maintain a strong competitive lead in the
TeleTech is a global business services company that provides a
full range of front- to back-office solutions including customer
management, BPO, database marketing, and outsourced services to
considerably enhance clients' core customer management processes.
TeleTech's ability to create innovative strategies, combined with its
global technology platform and delivery infrastructure, helps clients
increase revenue, lower costs, and retain their customers around the
world. TeleTech's products and services, standardized processes, and
recognized capabilities to implement complex global projects make the
company a valued partner for clients that include Global 1000
businesses and governments. TeleTech partners with clients to offer
solutions in 150 languages, through its more than 33,000 employees, in
17 countries. For additional information, visit www.TeleTech.com.
About Frost & Sullivan
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information, please visit www.frost.com.
Frost & Sullivan
Stacie Jones, 210-247-2450
Frost & Sullivan