Company: TTEC, Greenwood Village, CO
Company Description: TTEC is a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world's most iconic and disruptive brands. Founded in 1982, the company's 54,000 employees live by a set of customer-focused values that guide relationships with clients, their customers, and each other.
Nomination Category: Sales Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Sales - Business Services Industries
 Nomination Title: TTEC jumps to first with AI-powered Service to Sales
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the 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 submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization or individual: history and past performance (up to 200 words):
Total 170 words used.
TTEC is a leading global CX (customer experience) technology and services innovator for AI-enabled digital CX solutions. 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.
Leveraging next-gen digital technology, the Company's TTEC Digital business designs, builds, and operates omnichannel contact center technology, CRM, AI and analytics solutions. The Company's TTEC Engage business delivers AI-enhanced customer engagement, customer acquisition and growth, tech support, back office, and fraud prevention services.
Founded in 1982, the Company's singular obsession with CX excellence has earned it leading client, customer, and employee satisfaction scores across the globe. The Company's approximately 54,000 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results.
TTEC has repeatedly been recognized as a top performer in our industry by various group and is the recipient of more than 50 Stevie Awards. Last year, TTEC won the Gold Award for Best Use of Thought Leadership.
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 243 words used.
Companies need to act fast to deliver value during customer interactions. Many look to drive revenue during service calls with sales conversations. But legacy service-to-sales programs have been in desperate need of innovation to accelerate their impact. Brands are urgently trying to evolve contact centers from cost centers to profit centers.
In 2023, TTEC moved away from a one-size-fits-all sales program to innovate with AI-powered data and real-time customer sentiment to provide actionable insights that simply weren't available at scale before.
Our new service-to-sales program harnesses AI to identify, in real time, sales opportunities as they arise during service calls and determine exactly how to interact with specific customers based on data, not hunches. We listen to 100% of customer calls and layer on unique conversation and business intelligence to identify trends and patterns that fuel valuable conversations customers want to have around new products and services.
With those insights in hand, we’re able to activate our priority Sales Playbook to tailor coaching based on individual sales associates’ weaknesses and strengths, driving improvement faster than ever before.
These intricate nuances are the secret sauce around sales efforts that lead to more sales conversions. It is a pillar of our Generation AI operating model, which puts AI concepts into practice in the contact center. CX leaders love how TTEC’s sales innovation provide data-driven insights to guide their decision-making and take out guesswork.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 225 words used.
Our service-to-sales program drives proven results. For example, we recently worked with a large telco handling customer calls for billing, tech support, loyalty programs, and general customer service.
The company was looking to turn its cost center into a profit center by selling throughout care channels – but it didn’t have time or resources to spare upskilling associates with the necessary skills.
Rather than pull everyone off the phones for deep training, TTEC’s RevGen team created a short-term action plan for associates to leverage tools and tips from our proven sales playbook. We used conversation AI to listen to 100% of contact center interactions to determine what actions by specific associates were working well and what actions needed improvement.
For phase two, with that data in hand, TTEC sent individual sales value champions into the contact center for immersive coaching with cohorts of associates who had not yet closed sales. Armed with AI-generated data, these champions were able to coach associates on a granular level, with a specificity that was previously unattainable.
Within weeks of implementing the playbook, sales performance started to increase. Within the first six months, the company sold an average of 3,700 phone gross adds per month, made 18,000 more incremental sales, and increased revenue by 400% within its care channels. And with the help of the value champions, the company grew sales by another 42% within the next six months.
- 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 55 words used.
Strategy guide: Convert hidden sales potential into revenue growth
https://www.ttec.com/sites/default/files/2024-11/convert-hidden-sales-potential-into-revenue-growth-strategy-guide.pdf
Generation AI: Meet Ian (with video)
https://www.ttec.com/generation-ai/meet-ian
AI Capabilities - Ian
Sales accelerator playbook
https://www.ttec.com/sales-accelerator-playbook
https://www.ttec.com/services/sales-excellence-accelerator
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