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Company: TTEC Holdings, Inc., CO
Company Description: TTEC Holdings, Inc. (NASDAQ: TTEC) is one of the largest global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. The Company delivers CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. TTEC’s nearly 61,700 employees operate on six continents and bring technol
Nomination Category: COVID-19 Response Categories
Nomination Sub Category: Most Valuable Technical Innovation
 Nomination Title: Labor + Tech + Speed, the TTEC Rapid Response Solution
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the nominated technical innovation, OR an essay of up to 350 words? (Choose one):
An essay of up to 350 words
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video:
- If you are providing an essay of up to 350 words, place it in the following space:
Total 350 words used.
The client, a large regional player, in collaboration with state governors in five US states, needed a partner who could launch vaccine rollouts quickly and effectively. TTEC was ultimately chosen because of our VaccinateNOW solution.
VaccinateNOW is a packaged solution based on Pega Customer Service for Healthcare that conducts outbound calls, setup scheduling, track scheduling results, coordinate transportation, and answer general COVID-19 related questions.
VaccinateNOW offered unparalleled speed to deployment and the flexibility to integrate with multiple vaccine scheduling platforms or to operate independent of integration with manual agent updates.
The client also needed a partner who could manage the entire process and ensures positive member experience and clean reporting to each state.
TTEC key differentiators:
- Extensive healthcare and vaccine expertise – giving our client confidence in the plan.
- Speed to market and time to proficiency – contact center launch in 3 days
- Ramp capabilities - recruit, train and on-boarded 50 agents in less than 5 days.
- Telephony - launched in one week
- Messaging platform - launched in two weeks
- Rapid enablement of updates to agent scripting
- Reporting ready from day one
- Extendable solution to other lines of business and services
- Limited involvement needed from client’s IT
- Flexible 24x7 support – quick implementation of new or revised state vaccine programs
- Omni-channel capabilities - inbound/outbound voice, messaging, and case management
- Cost effective
TTEC also designed and developed a custom application, PegaCM, in one week that features:
- Case, User, and Knowledge Management
- Interaction Tracking
- Custom Scripting/Questionnaire
- SMS Reminder and confirmation capabilities
- CTI Integration
- Reporting
- Dashboards
- Complete Agent Desktop
The client, in collaboration with the state/local government, built a list of vaccination statuses. TTEC further streamlined processes:
- Refinement of eligible members, applying custom suppression rules, using PegaCM
- Created outbound campaign to confirm statuses and offers vaccine appointments to eligible members
- Agents would locate the nearest and soonest appointment and schedule for members
- When the client was ready to move forward with messaging, TTEC launched within two weeks of notice
- Messaging replaced the first two manual contact attempts with a text message outreach, increasing response rates and member satisfaction while decreasing cost per contact
- Optional: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 196 words used.
Provided is a link to a 2:31 minute video summarizing the solution described in this nomination
TTEC Video – Labor + Tech + Speed, the TTEC Rapid Response Solution
Provided as well is a link to the TTEC webpage dedicated to the TTEC solutions around Vaccination support.
TTEC Website – Vaccine Mandate Support Solution Page
Attached is a summary of the results generated for the client with the deployment of TTEC’s VaccinateNOW solution. This includes:
- 93% Reduction in cost per contact via messaging compared to voice outreach
- 85% Of messaging contacts have a positive interaction, 6pp higher than voice interactions
- Messaging agents set 4x appointments compared to voice agents
File name: TTEC Client Story - A Summary of Solutions and Results Delivered for the Client
Attached in this nomination are the following useful materials that we share with our client-partners to guide them throughout the business and health challenges of the Pandemic:
File names:
- TTEC Data Sheet - Vaccination Support
- TTEC Checklist - Guide to Managing Vaccine Call Volume Surges
- TTEC Checklist – Close the Vaccine Gap with Last Mile Support
- TTEC Special Report - 5 Ways to Help Solve the Federal Vaccine Mandate Challenge
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