0000009592 00000 n and the CX expertise to enable your success. abeN7 QkwUV $4=g^T`UU^BQYzrmE"qE5+zl^3d[ U]3 Z/_4 ^Qv"f&O61sK2 +u!c|n&j2W" NYDCJ$/ Want more insights every month, delivered to your inbox? Revenue was $2.444 Billion, up 7.5 Percent and 9.4 Percent on a Constant Currency Basis. Humanify @home, About TTEC:TTEC Holdings, Inc.(NASDAQ: TTEC) is a leading digital global customer experience technology and services company focused on the design, implementation, and delivery of transformative solutions for many of the world's most iconic and disruptive brands. The Company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. This earnings release contains forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. ;TG9]'U-YVJ~+;;xH%rr.%n%J:p(PA8G0G8G0G8G0G8G0Gg>=Y,a,YF~A={ AEJ_W+J_W+J1e2dY,C1ee2fYdC?~1c=~qswk>|Yatq_ e endstream endobj 44 0 obj <> endobj 45 0 obj <> endobj 46 0 obj <>stream Most recently, he was the Managing Director at the Eventus Group with responsibilities for CX @home solutions, President and CEO of One Touch Video Chat, and was also VP of the Consumer Solution Center at Dell. We provide customer care associates with empathy and sensibility, who support your existing customers, attract new customers, and protect customers from digital fraud or malicious content. Increase customer satisfaction, grow revenue, and reduce costs all at the same time? 0000017388 00000 n Get the agile tools to transform your total experienceone stage at a time. 0000022096 00000 n Working in the Win Business area as the Contact Centre SME I am responsible for all RFP responses, leading customer . With the intensifying focus on digital adoption, no one is more capable or ready than TTEC to help companies and their customers win in the experience economy. 0000024733 00000 n Faced with high call volume, a major bank deployed an AI-powered messaging solution, successfully deflecting calls, increasing employee productivity, and improving CSAT. Returning to TTEC, where he led North American operations in the early 2000s, he brings deep domain expertise along with a strong background in SaaS technologies, video chat, analytics, and consulting. 0000004257 00000 n The best outcomes. Learn why we use cookies and how to manage your settings. Complementing TTEC Digital is our TTEC Engage business, which handles millions of last-mile customer interactions on behalf of the world's leading brands. TTEC Holdings, Inc. (NASDAQ: TTEC), one of the largest, global CX (customer experience) technology and services innovators for end-to-end digital CX solutions, announced today financial results . This site uses cookies and by using the site, you are consenting to this. h1 04hJz\GMy~q` s endstream endobj 836 0 obj <>/Metadata 49 0 R/Pages 48 0 R/StructTreeRoot 51 0 R/Type/Catalog/ViewerPreferences<>>> endobj 837 0 obj <>/ExtGState<>/Font<>/ProcSet[/PDF/Text]/Properties<>/XObject<>>>/Rotate 0/StructParents 0/TrimBox[0.0 0.0 612.0 792.0]/Type/Page>> endobj 838 0 obj <> endobj 839 0 obj <> endobj 840 0 obj <> endobj 841 0 obj <> endobj 842 0 obj <>stream Because when it comes to the customer experience, your frontline employees must be happy to deliver experiences that make your customers happy. Our award-winning training bots help improve onboarding, speed-to-proficiency, and contact center KPIs. Everything you need to reimagine your CX and make your customers smile. TTECs end-to-end Customer Experience as a Service (CXaaS) platform combines the technology, talent, and services to build effortless experiences for customers and employees alike. 0000119471 00000 n optimize CX. Experience our comprehensive technology ecosystem. TTEC expands European capabilities, announces Adam Foster as President of TTEC EMEA, TTEC Digital announces strategic CX partnership with Google Cloud. With 2022 recognition from Gartner as a Leader in their 2022 Magic Quadrant report for Customer Service BPO and Forbes citing the Company as one of America's Best Large Employers, TTEC continues to be recognized as a trailblazer in customer and employee experience. We combine leading technology partnerships and the CX expertise to enable your success. amazing customer Together, our two divisions (TTEC Digital and TTEC Engage) help brands make every interaction they have with a customerwhether it's face-to-face, online, over the phone, on social media, or via a mobile appsimple, personal and exceptional! The people, processes, and platforms to optimize your contact center. Flexibility to leverage all workforce strategies to provide an optimized CXaaS delivery model. The company's nearly 58,500 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. From omnichannel to messaging to automation and CRM, weve gathered all of the best CX technology platforms in one place so it is easy for you to find the rightfit. End-to-end customer experience as a service platform combines strategy, analytics, technology, and operations. The company's 62,700 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. And disconnected customer experiences create unhappy customers. TTEC Engage is a 60,000+ employee service company, with customers in more than 80 countries. To learn more visit us athttps://www.ttec.com. TTEC NAMES SHELLY SWANBACK AS CEO, TTEC ENGAGE. On behalf of the employees at TTEC and himself, Ken Tuchman stated, "As we begin this new phase in the evolution of our TTEC family and our Engage platform, I want to take a moment to thank Marty . 0000008011 00000 n Optimize the voice CX channel in a digital-first world, Contact center workforce 101: IVR vs. chatbots vs. agents, Weathering the Storm: Investing for Long-Term Contact Center Success, Driving better CX through improved employee training, Break down back-office barriers and deliver better experiences, All the CX trends you need to know for 2023, Breaking down backlogs with back-office accuracy and speed, 10 predictions shaping the evolution of customer and employee experience, Drive growth working with a customer experience outsourcing partner, Contact Center Automation Tools and Trends. We make it a point to make sure all our employees feel valued and . News Mar 19, 2021. base with new products and services 4. Drive growth working with a customer experience outsourcing partner GET THE GUIDE. Humanify(R) @Home. Our end-to-end CXaaS platform combines strategy, analytics, technology and operations. Improve your business performance in any economic environment with our rightshoring and automation approach. _W+ When it comes to your customers, only the best technology will do. The TTEC Engage segment provides digitally enabled CX managed services; delivers omnichannel customer care, technology support, order fulfillment, customer acquisition, growth, and retention . CX operations, outsourcing, and sales providing the talent and empathy of our award-winning front line team. 0000038100 00000 n Our go-to-market platform is accelerating the adoption of our differentiated CX solutions and we continue to augment our organic growth with meaningful accretive strategic acquisitions. Serving iconic and disruptive brands, TTEC's outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Koskovich, a proven leader who served as TTEC COO earlier in his career, was previously COO at TELUS International where he led the company's global operations and played a role in their successful global expansion. The Company's nearly 60,000 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. Improve your business performance in any economic environment with our rightshoring and automation approach. time keeping apps, and training on client products and procedures. Get the Trends Report >>, 10 predictions shaping the evolution of customer and employee experience, Hit the right notes with Omnichannel Orchestration, Outsourcing vs. managed services: Knowing the difference will save you time and money, How to Navigate the Complexity of Digital Transformation, Delivering great experiences amid the digital transformation. News Apr 16, 2021. In this guide, learn the pros and cons of the different types of customer service and sales outsourcing options available to brands. 0000124652 00000 n journeys, 5 digital transformation With the acquisition of Clarabridge, the XM platform now includes the ability to understand emotion, . 0000041483 00000 n 0000029878 00000 n Remote contact center solution merges quality and security of on-site with cost structure and flexibility of work-from-home. We caution you not to rely unduly on any forward-looking statements. Digital CX Jump-Start. "I believe that nothing exemplifies the power of this combination better than our Engage operations and Digital Humanifytm Cloud platform. Whether you need help operating business as usual or managing a seasonal surge, we combine the latest technology with proven approaches to keep things running. Reduce cost and improve CX with recommendations from your front-line employees. 0000001601 00000 n A reconciliation of these Non-GAAP financial measures can be found in the tables accompanying this press release. Get better 0000017350 00000 n Reporting to Ken Tuchman, TTEC's Founder, Chairman, and Chief Executive Officer, Mr. Erickson will lead over 40K employees to deliver the contact center of the future, today. There is nothing worse than a dumb bot. Fully Diluted EPS was $2.48 ( $3.68 Non-GAAP) Full Year Bookings of $762 Million. 0000030939 00000 n at texting them. library that's as agile as weare. There are three types of analytics. Much of this time TTEC has been in the background of great customer service and now is at the forefront of pushing the boundaries of customer experience that differentiates brands at the first customer touch. We are well positioned for strong profitable growth in 2021 supported by elevated levels of bookings, pipeline and revenue backlog and further evidenced by the increase in our full-year outlook. 0000009072 00000 n Leveraging next gen digital and cognitive technology, the Company's Digital business designs, builds, and operates omnichannel contact center technology, conversational messaging, CRM, automation (AI / ML and RPA), and analytics solutions. Third quarter 2022 GAAP revenue for TTEC Engage increased 7.2 percent to $474.5 million from $442.6 million for the year ago period. The power of big with the agility of small. ", Reflecting on his decision to return to TTEC, Mr. Erickson stated, "The strength and potential of TTEC's CXaaS platform powered by a culture of innovation across 40K+ passionate and dedicated brand ambassadors are an unbeatable combination in today's experience economy. The best partners. When it comes to your customers, only the best technology will do. And, one that helps you predict what will happen in the future. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital. Cision Distribution 888-776-0942 from 8 AM - 9 PM ET. Upselling products and services to existing customer base . The Companydelivers leading CX technologyand operational CX orchestration atscale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. trailer <<7F486E41DFF244E1A2D09FA2739736F0>]/Prev 466469/XRefStm 2042>> startxref 0 %%EOF 903 0 obj <>stream Learn about contact center best practices, industry trends, and innovative approaches to keep your customershappy. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. TTEC Holdings, Inc. (NASDAQ:TTEC) is one of the largest, global CX (customer experience) technology and services innovators for digital CX transformation.The Company delivers leading CX technology . You don't need to rip and replace to get your CX technology stack humming. Xi"0`{7^ MYLr" Kt4Ci'L)`qB#1:GSHk8EV6.|*h@&z='^%A"4C&(i^'=;[\o^"AH:TU!7$>$V3_`V'uspEqb ~l?e% 0000194335 00000 n Written by George Maybach for Fintel ->. "I am . Capital expendituresare estimated to between 3.1 and 3.3 percent of revenue, of which approximately 60 percent is growth oriented. Learn why we use cookies and how to manage your settings. Based off of 7,800+ reviews, the TTEC employees have rated the company at a 3.5 out of 5 stars. 0000030829 00000 n Then manage and measure it all through a single platform to grow customer lifetime value. 0000028129 00000 n TTEC Digital, and our 1,700 employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). As previously announced, Martin DeGhetto, a legend in the CX industry and a pivotal member of TTEC's executive team since 2009, will retire in November. TTEC Digital Design, build and operate tech-enabled, insight-driven CX solutions, TTEC Engage Digitally-enabled customer care, acquisition, and fraud prevention services, "2021 is off to a strong start with record first quarter top and bottom-line financial results exceeding our plan," commented ReginaPaolillo, chief financial and administrative officer. And deliver CX at scale. 0000002397 00000 n Subscribe to our free digital CX publication, the Customer Strategist. Do Not Sell or Share My Personal Information. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. The result is a dizzying array of challenges for companies and government entities alike. When typing in this field, a list of search results will appear and be automatically updated as you type. CX operations, outsourcing, and sales providing the talent and empathy of our award-winning front line team, because we understand that every interaction with a customer should build value, not destroy it. 9197 South Peoria Street Englewood, CO, U.S.A 80112-5833, Do Not Sell or Share My Personal Information. Flexibility to leverage all workforce strategies to provide an optimized CXaaS delivery model. Serving iconic and disruptive brands, TTEC's outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Introducing Twilio Engage, the customer engagement solution that uniquely captures first-party customer datain real timethat you can activate into personalized campaigns on any channel. To learn more visit us at https://www.ttec.com, Investor ContactPaul Miller+1.303.397.8641, Media ContactTim Blair[emailprotected]+1.303.397.9267, Cision Distribution 888-776-0942 Our award-winning training bots help improve onboarding, speed-to-proficiency, and contact center KPIs. Eliminate friction and create value . TTEC is proud to be an equal opportunity employer. Custom built to solve your Get the agile tools to transform your total experienceone stage at a time. . TTEC Engage - Digitally-enabled customer care, acquisition, and fraud mitigation services Third quarter 2021 GAAP revenue for TTEC Engage increased 6.3 percent to $442.6 million from $416.4 . TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. The Company's vision of bringing humanity to customer and employee experiences through continuous innovation with talent, data, AI and emerging technologies resonates deeply with me. Contact . Omnichannel technology that delivers personal CX at scale. We combine leading technology partnerships On behalf of the employees at TTEC and himself, Ken Tuchman stated, "As we begin this new phase in the evolution of our TTEC family and our Engage platform, I want to take a moment to thank Marty for his many years of service and the important and noteworthy impact he has had on our company, clients and people. AI and automation trends, High-tech goes all-in 0000008977 00000 n The Company's Engage business delivers digital customer engagement, customer acquisition & growth, content moderation, fraud prevention, and data annotation solutions. EXECUTE ACQUISITIONS Inorganic growth through strategic acquisitions SUMMARY Q4 2022 Contacts . TTEC Engage Customer Experience as a Service (CXaaS) TTEC's end-to-end Customer Experience as a Service (CXaaS) platform combines the technology, talent, and services to build effortless experiences for customers and employees alike. Now, how cool is that? 0000031578 00000 n "Sean has repeatedly demonstrated throughout his career how extraordinary results can be achieved from combining talented and motivated teams with breakthrough technologies," said Ken Tuchman. . Our services help you design, build, and operate exceptional customer and employee experiences. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital. Elevate your sales team through sales outsourcing, including a customized growth services playbook. 0000116155 00000 n 0000121691 00000 n 0000125548 00000 n 0000005364 00000 n Disconnected systems create disconnected customer experiences. Actual results may differ materially from those expressed in the forward-looking statements, and you should review and consider carefully the risks, uncertainties and other factors that affect our business and may cause such differences as outlined in Item 1A. 0000005949 00000 n Empower your frontline employees Learn more. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital. Your customer's journey, guided by technology. 9197 South Peoria Street Englewood, CO, U.S.A 80112-5833, Do Not Sell or Share My Personal Information. We serve millions of customers every day in 6 continents, across 90+ centers, in over 50 languages with our 60,000+ employees. 0000006709 00000 n Design your CX to eliminate pain points and reduce churn. 0000125245 00000 n Elevate your sales team through sales outsourcing, including a customized growth services playbook. Leveraging next gen digital and cognitive technology, the Company's Digital business designs, builds, and operates omnichannel contact center technology, conversational messaging, CRM, automation (AI / ML and RPA), and analytics solutions. practices and strategy, Want to reach more customers? 0000054542 00000 n Make them. 4 ways to orchestrate We combine service design, strategic consulting, technology platforms and operations excellence to deliver experiences that captivate customers and dramatically improve the bottom line. Given our sustained momentum and strong bookings, pipeline, and revenue backlog, it is evident that more of the world's most iconic and fastest-growing brands are embracing the differentiated TTEC value proposition. s\AxA t8BAGPa}GP{tptptptptptptptptptpVf)Y,e"KRf)T,E2KZ_>(}>c4x= FOi4x= FOi|Es%tB}b[/]>608GW Y endstream endobj 47 0 obj <> endobj 48 0 obj <>stream It operates through two segments: TTEC Digital and TTEC Engage. 0000008134 00000 n Information Security SOC Analyst - RemoteAt TTEC, we're all about the Human Experience. To learn more about how TTEC is bringing humanity to the customer experience,visithttps://www.ttec.com/, contactLiesl Perez[emailprotected]+1.303.551.1417, Cision Distribution 888-776-0942 from 8 AM - 9 PM ET. 30 Years of Experience Building Innovation and Driving GrowthSwanback has more than 30 years of experience establishing and scaling innovative businesses with digital, analytics, strategic consulting, and technology-enabled services at the core. 0000014537 00000 n An innovator in redefining the employee experience (EX), Koskovich will activate new models of EX which align to emergent principles of flexible work and service delivery, springboards for revenue growth. Locations. About Us. 0000028000 00000 n Contact Center Automation Tools and Trends READ THE ARTICLE. 0000006260 00000 n We estimate the first half - second half 2021 mix as follows: We estimate the Digital - Engage 2021 mix as follows: This press release contains a discussion of certain Non-GAAP financial measures that the Company includes to allow investors and analysts to measure, analyze and compare its financial condition and results of operations in a meaningful and consistent manner. Privacy Policy. Business transformation begins with innovative customer experience strategy and insights. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. Their brand equity and their financial success are now reliant upon their ability to rapidly modernize their technology, operations and processes to deliver a frictionless, personalized experience. _? 0000022600 00000 n trailer <]/Prev 308380>> startxref 0 %%EOF 71 0 obj <>stream TTEC reports financial results for the following two business segments: TTEC Digital (Digital) and TTECEngage(Engage). ", About TTECTTEC Holdings, Inc.(NASDAQ:TTEC) is one of the largest, global CX (customer experience) technology and services innovators for digital CX transformation. "A dynamic leader and industry visionary, he will drive initiatives that amplify our shared, core values.". Regardless of the products . TTEC Digital, and our 1,700+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). 0000000016 00000 n Custom built to solve your specific challenges. End-to-end customer experience as a service platform combines strategy, analytics, technology, and operations. 0000044527 00000 n Understand your customers on a deeperlevel. 0000124950 00000 n With our massive addressable market, broad and deep CX capabilities, and solid financial profile, our ambition is to double the business again, but in half the time. End-to-end customer experience as a service platform combines strategy, analytics, technology, and operations. 0000001643 00000 n Non-GAAP Earnings Per Sharebetween $4.14 and $4.32. Gain a competitive advantage through automation. I have undertaken formal Genesys training on both products. TTEC Engage is the company's global hub of operational excellence providing clients award-winning, turnkey customer acquisition, care, revenue growth, and digital trust and safety services. 0000010434 00000 n Consumers expect great interactions whenever they connect with a company. 835 0 obj <> endobj xref 835 69 0000000016 00000 n A proven, global, digital transformation leader, Ms. Swanback brings deep expertise across the Company's five growth pillars including technology innovation, vertical differentiation, enterprise-wide diversification, geographic expansion and strategic M&A. Learn about contact centre best practices, industry trends, and innovative approaches to keep your customershappy. Reduce cost and improve CX with recommendations from your front-line employees. Digital CX Transformation leader to ignite next stage of growth. 0000116041 00000 n TTEC Holdings, Inc. (NASDAQ:TTEC), one of the largest global CX (customer experience) technology and services innovators for digital CX transformation, today announced that Shelly Swanback has . Empower your employees with the right training and tools to deliver amazing customer experiences. Founded in 1982, the company's 51,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. That's why we're delighted to welcome back @rseanerickson as our new head of TTEC Engage! TTEC Holdings, Inc. does not undertake to update any forward-looking statements. Fourth Quarter 2022. About Us. Bringing smiles is what we do at TTEC for you and the customer. 0000116240 00000 n amazing customer 0000030379 00000 n To learn more visit us at https://www.ttec.com. TTEC Engage is a 60,000+ employee service company, with customers in more than 80 countries. 0000163153 00000 n 0000037328 00000 n Onshore, offshore, nearshore, or at home with virtual software, we equip clients with the facilities, people, processes, and modern omnichannel technologies that build value across every interaction on all channels. Revenue was $658.3 Million, up 7.5 Percent and 9.6 Percent on a Constant Currency Basis. Non-GAAP Operating Income marginsbetween 12.0 and 12.4 percent. Customized solutions for startups and hypergrowth with a people-first approach, deployed in a flexible, agile model. H endstream endobj 38 0 obj <> endobj 39 0 obj <> endobj 40 0 obj <> endobj 41 0 obj <> endobj 42 0 obj <> endobj 43 0 obj <>stream I'm excited to get started working with Ken and the team to accelerate growth in this next phase of TTEC's transformation.". At TTEC, we help clients design, build and operate digital experiences, and provide the real-time CX analytics to be always optimising. One common statement about the company was that it does offer training experiences but wants all employees to learn in a tight timeframe. Our sales and revenue growth solutions help you acquire customers and increase customer loyalty and lifetime value. 0000020166 00000 n hb``Pf``AX8> 9K?0bF 0000194296 00000 n Founded in 1982, the Company's singular obsession with CX excellence has earned it leading client NPS scores across the globe. Reduce cost and improve CX with recommendations from your front-line employees. For over 40 years and counting, we've combined service design, strategic consulting, technology platforms and operations excellence to deliver experiences that captivate customers and dramatically improve the bottom line. 0000194601 00000 n Now you can with modern cloud-based technologies that quickly respond to changes in demand and customerpreferences. 0000017236 00000 n DENVER, May 4, 2022 /PRNewswire/ -- TTEC Holdings, Inc. (NASDAQ: TTEC ), one of the largest global CX (customer experience) technology and services . TTEC Engage - Digitally-enabled customer care, acquisition, and fraud prevention services First quarter 2021 GAAP revenue for TTEC Engage increased 34.1 percent to $475.6 million from $354.7 . TTEC Engage Background: AT&T, Qwest, US WEST MARGARET MCLEAN SVP, General Counsel and Chief Risk Officer Background: CH2M HILL, Holme Roberts & Owen, LLP SHELLY SWANBACK TTEC Engage CEO, and President . This site uses cookies and by using the site, you are consenting to this. journeys, 5 digital transformation He will accelerate our progress, particularly in the areas of international expansion and world-class employee engagement, critical components of our growth strategy," said Shelly Swanback, CEO, TTEC Engage. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. TTEC Digital segment is engaged in designing, building, and operating robust digital experiences for clients and its customers through the contextual integration and orchestration of customer relationship management (CRM), data, analytics, customer experience as a service (CXaaS . Privacy Policy. 0000074155 00000 n 0000009179 00000 n 0000008022 00000 n TTEC Digital, and our 1,700+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital. Customer experience technology and services company TTEC Holdings ( NASDAQ: TTEC) said Charles Koskovich has been appointed COO of the unit, TTEC Engage. We deliver automation solutions that streamline simple tasks so you have the time and resources to invest in the moments that matter.
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