Vendor Analysis
published on Apr 13, 2016
Report Overview:
TeleTech Holdings, Inc. (TeleTech) is a public company with headquarters in Englewood, Colorado, U.S.
Who is this Report for:
NelsonHall’s Customer Management Services (CMS) profile on TeleTech is a comprehensive assessment of TeleTech’s offerings and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CMS and identifying vendor suitability for CMS RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of TeleTech’s CMS offerings and capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, weaknesses, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization including the location of delivery locations.
Key Findings & Highlights:
In 2013, TeleTech launched Humanify, a 40 employee subsidiary with offices in Denver, Austin, and Boston, developing and selling cloud based customer experience tools. Its first product was EXPERTconnect, a proprietary cloud based multi-channel platform which enables clients to invite customers to build personal profiles matching them to relevant resources (e.g. offering a differentiated service to high value customers).
TeleTech offers outsourced customer management services (CMS), contact center technology, and strategy consulting. It has ~44k employees in 67 contact centers, with ~35k workstations in 17 countries, providing support in 49 languages.
It offers customer management services in:
- Customer care
- Sales
- Technical support
- Consulting and analytics.