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TTEC - Contact Center or Customer Service Outsourcing Provider of the Year

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: TTEC, Englewood, CO
Company Description: TTEC is a global customer experience company that designs, builds and operates captivating omni-channel customer experiences on behalf of the world’s most innovative brands. The Company provides its outcome-based customer engagement solutions through TTEC Digital (customer experience consulting and technology solutions ( and TTEC Engage (customer care, growth, trust and safety services).
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Contact Center or Customer Service Outsourcing Provider of the Year

Nomination Title: Global Expansion, Digital Transformation and Unified Service Offering Support Company Growth in 2017

Tell the story about what this nominated organization has achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: TEXT REDACTED FOR PUBLICATION

TTEC (NASDAQ: TTEC) is a global customer experience company that designs, builds and operates captivating omnichannel customer experiences on behalf of the world’s most innovative brands. The Company provides its outcome-based customer engagement solutions through TTEC Digital which designs and builds customer experience consulting and technology solutions and TTEC Engage which operates customer care, growth and trust and safety services. Founded in 1982, TTEC partners with business leadership across marketing, sales and customer care to design and deliver a simple, more human customer experience across every interaction channel. The Company’s 49,500 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. To learn more about how TTEC is bringing humanity to the customer experience, visit ttec.com.

New in 2017, Humanify™ Customer Engagement as a Service enables insight-driven consulting, technology and operations that connect brands and their customers within and across person-to-person, digital, and automated channels. This allows for seamless transformation of customer engagement across the business from consultation to cost reduction. The offering brings together the power of TTEC’s award-winning insight-driven consulting, technology and operations to connect brands and their customers within and across person-to-person, digital, and automated channels.

The company has deep experience across a diverse industry base that helps our clients create lasting connections with their customers. From strategic consulting to operational execution servicing over 80 countries, TTEC’s 50,000+ employees deliver results for some of the world’s most successful companies in the highly competitive industries, including automotive, communications and media, financial services, government, healthcare, technology, transportation, and retail. In total, we provide services to 300+ unique customers across more than 750 programs heavily focused on Fortune 1000 companies. In 2016, we had a 97% client retention rate for the combined Customer Management Services and Customer Growth Services segments.

Growth

In 2017, TTEC invested heavily in growing the company’s solution offerings, extending its global footprint and digital transformation.

  1. Acquires leading health services company, Connextions, Inc., significantly expanding company’s leadership position in the healthcare industry to delivers member acquisition, retention and engagement services to healthcare plans, providers and pharmacy benefits managers to drive growth, improve health outcomes and lower costs.
  2. Opens three new HumanifyTM Customer Engagement Centers across the US in Las Vegas, NV; Daytona Beach, FL; and Temple, TX.
  3. Creates Customer Experience Innovation Lab to showcase to test, explore and productize new technologies. It is designed as a place to test and demonstrate innovations in the customer experience including omnichannel, AI, automation, analytics, service to sales, training and other service models.
  4. Acquires leading digital trust and safety services company, Motif, expanding the company’s expertise in trust and safety, and community moderation, enhancing digital, analytics and AI capabilities and extending geographic footprint in India.

As of Q3 2017, the company’s GAAP revenue increased 14.8% to $359 million compared to $312.8 million in the prior year period. During the third quarter 2017, TTEC signed an estimated $114 million in annualized contract value revenue from new and existing client relationships.

International Recognition

Our commitment to customer experience excellence has been recognized through a variety of industry awards and analyst positioning throughout 2017, including:

TTEC Positioned as a Leader in Gartner's Magic Quadrant for Customer Management Contact Center BPO, Worldwide for Seventh Consecutive Time
IAOP 2017 Global Outsourcing 100 List of World's Best Service Providers
Best Companies for Diversity and Team Culture 2017 Lists
Brandon Hall Group Silver Award for Best Results of a Learning Program
CCW Excellence Award for Best Training and Development Program
2017 Overall Best Customer Experience Organization Award
Training Industry, Inc.’s 2017 “Training Outsourcing Companies Watch List”

Additional resources:

TeleTech Acquires Leading Health Services Company, Connextions, Inc. - http://investor.teletech.com/phoenix.zhtml?c=78202&p=irol-newsArticle&ID=2259817
TeleTech Announces Acquisition Of Digital Customer Experience Company, Motif, Inc. - http://investor.teletech.com/phoenix.zhtml?c=78202&p=irol-newsArticle&ID=2315608
TeleTech and American Red Cross Host Local Telethon, Raise Half a Million in Donations - http://investor.teletech.com/phoenix.zhtml?c=78202&p=irol-newsArticle&ID=2298277
Las Vegas Customer Experience Center Marks 10th New US Center Opened by TeleTech in Last Five Years - http://investor.teletech.com/phoenix.zhtml?c=78202&p=irol-newsArticle&ID=2281442
TeleTech Opens New Humanify Customer Engagement Center in Temple, Texas - http://investor.teletech.com/phoenix.zhtml?c=78202&p=irol-newsArticle&ID=2300545
CX Innovators, Experts and Entrepreneurs Share Their Stories in The CX Pod - http://investor.teletech.com/phoenix.zhtml?c=78202&p=irol-newsArticle&ID=2310017 TeleTech Unveils New Customer Experience Innovation Lab at Las Vegas Center - http://investor.teletech.com/phoenix.zhtml?c=78202&p=irol-newsArticle&ID=2300777
More Than 100 Community Leaders and Residents Come Out to Celebrate Opening of TeleTech in Daytona Beach - http://investor.teletech.com/phoenix.zhtml?c=78202&p=irol-newsArticle&ID=2296964