New Capabilities Strengthen Current End-to-End Hosted Contact Center Services
ENGLEWOOD, Colo., March 31 /PRNewswire-FirstCall/ -- TeleTech Holdings,
Inc. (Nasdaq: TTEC), a global provider of customer management and business
process outsourcing (BPO) services, has added new functionality to three key
suites of the TeleTech(R) OnDemand(TM) hosted contact center offering that
improves the customer experience and reduces the demand for live agents.
The new features support easy-to-access information that responds quickly
and accurately to customers' needs, in addition to real-time measurement and
coaching to enhance agent performance. Efficient and user-friendly
interactive voice response (IVR) and Web services empower customers by
automating routine interactions. These features are now part of the
TeleTech(R) OnDemand(TM) suites for customer experience management, workforce
optimization, and multichannel interaction routing.
"TeleTech has more than 20 years of experience operating contact centers
across five continents for some of the world's largest corporations," said
Mark de la Vega, general manager TeleTech(R) OnDemand(TM) services. "With our
hosted solution, clients can tap into a globally-connected and highly scalable
contact center environment with a simple broadband connection to our network."
By employing TeleTech's hosted contact center solution, clients can
realize more than 50 percent in cost savings over building, integrating and
maintaining their own environments. Furthermore, the TeleTech(R) OnDemand(TM)
services scale easily and quickly to accommodate evolving client needs,
delivering business agility and flexibility.
"Hosted contact center services are growing considerably as companies
choose to offload their non-core activities to TeleTech to achieve a faster
time-to-benefit and lower total cost of technology and infrastructure
ownership," said Kenneth Tuchman, TeleTech's chairman and chief executive
officer. "The TeleTech offering is unique because we deliver a comprehensive
end-to-end solution based on our tested and innovative technology that scales
quickly to thousands of agents."
New Enhancements to Three TeleTech(R) OnDemand(TM) Suites
The TeleTech(R) OnDemand(TM) offering is a true enterprise-class hosted
solution, and it delivers the most comprehensive operating system for the
contact center. The new enhancements have been incorporated into the customer
experience management, workforce optimization and multichannel interaction
routing suites as follows:
* Customer Experience Management: This suite enables improved customer
interactions and provides real-time customer and operations insight for
better, more informed decision making. New suite functionality
includes access to top resolutions and answers to frequently asked
questions, delivery of latest news to the agent desktop, configurable
links to key sources of information, and self-help for agents and
online consumers. This functionality will be achieved through the
suite's new knowledge management component, which will accent its
already powerful predictive analytics, customer interaction management,
and disposition management services.
* Workforce Optimization: This suite drives contact center productivity
through workforce management and quality assurance services. New
additions to the suite offer improved integrated services for agent
performance, as well as learning services that provide tools for
real-time agent recognition and coaching. These improved services link
workday activities to broader business goals and streamline online and
classroom agent training.
* Multichannel Interaction Routing: This suite enables intelligent
routing and self-service automation for improved customer interactions.
Current automatic call distribution (ACD) and computer telephony
integration (CTI) services have been enhanced with the addition of IVR,
Web, and voice-portal self-service automation to resolve customers'
routine requests efficiently, thereby reducing the need for live
agents.
About TeleTech
TeleTech is a leading global business process outsourcing (BPO) company
that provides a full range of front-to-back office outsourced solutions
including customer management, transaction-based processing, and database
marketing services. TeleTech's comprehensive solutions include fully managed,
OnDemand services including infrastructure, software, and business
intelligence. TeleTech's ability to deliver innovative solutions globally
over a centralized and standardized delivery platform ensures a high quality,
consistent customer experience enabling clients to increase revenue, improve
profitability, and develop stronger customer relationships around the world.
TeleTech is a valued partner for clients that include Global 1000 businesses
and governments. Nearly 60 percent of TeleTech's revenue is generated
internationally with services offered in 150 languages from nearly every
continent on the globe. For additional information, visit www.TeleTech.com.
Forward-looking Statements:
This report contains certain forward-looking statements relating to future
results. The Private Securities Litigation Reform Act of 1995 provides a safe
harbor for forward-looking statements. These forward-looking statements are
subject to risks and uncertainties that may cause TeleTech's and its
subsidiaries' actual results to differ materially from those expressed or
implied by such forward-looking statements, including but not limited to the
following: the Company's belief that it's continuing to see strong demand for
its services; estimated revenue from new, renewed and expanded client
business; the belief that the prospects for new business remain strong;
achieving the Company's expected profit improvement in its International
operations; the ability to close and ramp new business opportunities that are
currently being pursued with existing clients and potential clients; the
ability for the Company to execute its growth plans, including sales of new
products (such as TeleTech On Demand(TM) and TeleTech In Culture(TM); to
increase profitability via the globalization of its North American best
operating practices; to achieve its year-end 2006 and 2007 financial goals and
targeted cost reductions; the possibility of the Company's Database Marketing
and Consulting segment not increasing revenue, lowering costs, or returning to
historic levels of profitability; the possibility of lower revenue or price
pressure from the Company's clients experiencing a downturn or merger in their
business; greater than anticipated competition in the BPO and customer
management market, causing adverse pricing and more stringent contractual
terms; risks associated with losing or not renewing client relationships,
particularly large client agreements, or early termination of a client
agreement; the risk of losing clients due to consolidation in the industries
we serve; consumers' concerns or adverse publicity regarding the products of
the Company's clients; higher than anticipated start-up costs or lead times
associated with new ventures or business in new markets; execution risks
associated with performance-based pricing metrics in certain client
agreements; the Company's ability to find cost effective locations, obtain
favorable lease terms, and build or retrofit facilities in a timely and
economic manner; risks associated with business interruption due to weather or
terrorist-related events; risks associated with attracting and retaining cost-
effective labor at the Company's customer management centers; the possibility
of additional asset impairments and restructuring charges; risks associated
with changes in foreign currency exchange rates; economic or political changes
affecting the countries in which the Company operates; changes in accounting
policies and practices promulgated by standard setting bodies; and, new
legislation or government regulation that impacts the BPO and customer
management industry.
Readers should review the Company's filings with the Securities and
Exchange Commission, including the Company's Annual Report on Form 10-K for
the year ended December 31, 2005, and other more recent SEC filings, for a
detailed discussion of factors discussed above and other important factors
that may impact the Company's business, results of operations, financial
condition, and cash flows. The Company assumes no obligation to update its
forward-looking statements to reflect actual results or changes in factors
affecting such forward-looking statements.
CONTACT:
Investors
Karen Breen
Investor Relations
+1-303-397-8592
Media
Amy Claire Wild
Marketing
+1-303-397-8450
Both of TeleTech Holdings,
Inc.
