Partnership to Deliver Industry-Leading Social Customer Solution
ENGLEWOOD, CO and EMERYVILLE, CA, Jul 21, 2010 (MARKETWIRE via COMTEX) --
TeleTech (NASDAQ: TTEC), a leading global business process outsourcing (BPO) company, has formed a first of its kind strategic alliance with Lithium Technologies, the leader in Social CRM, to develop a fully integrated solution for serving the social customer. The new solution combines vibrant customer networks with traditional customer relationship management offerings to ensure a positive end-to-end customer experience.
TeleTech will leverage social customer networks as a channel for enhanced customer service and marketing. The result will be the most integrated user experience available across customer contact channels, from the corporate website to the contact center. The combined solution will provide enterprises with new revenue generation, customer management, knowledge management and customer analytic opportunities.
"One of the most underutilized assets of any organization today is the amount of content, knowledge and influence their social customers have on their business and in defining the overall customer experience," said Kenneth Tuchman, chairman and CEO of TeleTech. "By leveraging today's best social and traditional CRM practices, our clients can maximize this emerging asset for better customer acquisition, retention and loyalty."
"We're thrilled to announce our strategic alliance with TeleTech," said Lithium CEO and co-founder, Lyle Fong. "TeleTech understands that active customer networks are critical to an organization's customer facing operations. The combined TeleTech and Lithium solution provides measurable ROI through cost savings, enhanced services and new revenue opportunities."
The combined TeleTech and Lithium solution provides service, marketing and sales benefits to today's enterprises looking to deploy integrated customer management solutions. These solutions are comprised of four components which bridge the gap between social media channels and traditional contact center channels. The components enable customer reference selling, better brand control and will extend the reach of customer service, unlocking millions of dollars in untapped opportunity:
- Social CRM Professional Services: Consulting and planning services for social CRM strategy, analytics and integration into new and traditional customer support channels.
- Hosted Customer Network: Market-leading hosted communities for client-branded forums, blogs, ideation, chat and tribal knowledge bases. The platform includes extensive analytics, APIs, and is available in multiple languages.
- Social Interaction Center: Specially-trained associates working on social-enabled workstations can provide advanced customer support and monitoring services over multiple social media channels. Associates can also be deployed for marketing, promotions and sales programs over social channels.
- Social Knowledge Services: Hosted knowledge and integration services that link social and tribal knowledge bases to traditional contact center knowledge and CRM systems to drive better customer support and first contact resolution across voice, web and text support channels.
"Customers are more empowered than ever before. Social web channels have given anyone with a broadband connection the ability to collaborate with peers and find information by themselves. Customers are more knowledgeable, which has changed expectations in terms of choice, access, price, customer service and support," said Michael Fauscette, IDC's group vice president, Software Business Solutions. "This partnership will integrate Lithium's social platform with TeleTech's customer management expertise and skills to enable companies to deliver the new social customer service capabilities that the social customer requires."
Social CRM Webcast Featuring IDC -- July 28, 2010 2 pm MDT Learn more about TeleTech's social engagement product strategy during a webcast featuring TeleTech and Lithium CEOs discussing the future of customer support and Social CRM. IDC analyst Mike Fauscette will join the webcast and share his views on the social business framework. Click here to register for the webcast.
TeleTech is one of the largest and most geographically diverse global providers of technology-enabled business process outsourcing solutions. TeleTech and its subsidiaries have a 28-year history of designing, implementing, and managing critical business processes for Global 1000 companies to help them improve their customers' experience, expand their strategic capabilities, and increase their operating efficiencies. By delivering a high-quality customer experience through the effective integration of customer-facing front-office processes with internal back-office processes, we enable our clients to better serve, grow, and retain their customer base. We use Six Sigma-based quality methods continually to design, implement, and enhance the business processes we deliver to our clients and we also apply this methodology to our own internal operations. TeleTech and its subsidiaries have developed deep domain expertise and support more than 270 business process outsourcing programs serving approximately 90 global clients in the automotive, communications and media, financial services, government, healthcare, retail, technology and travel and leisure industries. Our integrated global solutions are provided by more than 42,500 employees utilizing 34,700 workstations across 69 delivery centers in 16 countries. For additional information, visit www.teletech.com.
About Lithium Technologies
Lithium is the leading provider of Social CRM solutions to power the customer network. Working with market leaders such as Best Buy, Sony, AT&T, Research In Motion Limited (RIM), Univision, and PayPal, Lithium solutions harness the power of online customer communities and social web interactions with traditional CRM business processes to inspire customers to innovate, promote, and support on the company's behalf. As a result, businesses measurably improve their marketing and sales, accelerate innovation, and increase customer satisfaction. Lithium's platform is proven in high-volume, growth environments and provides the security, analytics, APIs, and multi-language support that enterprises demandFounded in 2001, Lithium is privately held with headquarters in Emeryville, California. For more information, visit www.lithium.com. Or, engage with us on Twitter, Facebook, and our community -- the Lithosphere.