Frost & Sullivan Recognizes TeleTech for Customer Value Enhancement in the Contact Center Outsourcing Solutions Market
MOUNTAIN VIEW, Calif., Feb. 2, 2011 /PRNewswire/ -- Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognized TeleTech with the 2010 North American Frost & Sullivan Award for Customer Value Enhancement of the Year. One of the largest global providers of technology-enabled revenue generation, business process and on-demand solutions, TeleTech (Nasdaq: TTEC) delivers technology-based solutions that maximize revenue, transform customer experiences and optimize business processes.
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the ROI that customers receive from its services or products. The award recognizes TeleTech's focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and ultimately customer base expansion.
In addition to lead generation, customer acquisition, and account management solutions, TeleTech has introduced three new products to help drive additional revenue for its clients – service-to-sales, small and medium business (SMB) sales, and public sector sales. These offerings round out TeleTech's integrated solutions suite and fill a critical need in today's demanding market, where clients are seeking true partners that accelerate growth by way of added sales conversions, as well as through up-sell and cross-sell activities.
"TeleTech's product suite supports every stage of the customer life cycle and includes end-to-end pre- and post-sales programs, from lead generation and nurturing, to direct sales and fully automated marketing campaigns, account management and retention programs, marketing analysis and modeling," says Frost & Sullivan Principal Analyst, Michael DeSalles . "The launch of revenue generation service-to-sales solutions and social CRM further strengthens the company's commitment to grow its market share and customer base and extends its ability to provide a more comprehensive suite of outsourced marketing, sales, and customer management solutions to its large multinational clients."
TeleTech has also enhanced strategic value for its clients through partnerships with:
- Cisco, to host telephony and infrastructure for the Customer Interaction Cloud (CIC), a multichannel contact center solution made available by Cisco and salesforce.com. This is an important industry development, as it makes a sophisticated enterprise-level SaaS solution affordable for small- and medium-sized companies.
- Lithium Technologies, the leading provider of social customer solutions. Announced in July, 2010, this alliance integrates Lithium's social customer suite with TeleTech's customer management expertise and skills. This will accelerate TeleTech's competitive positioning by leveraging social customer networks as a channel for enhanced customer service, retention, marketing, sales and new revenue opportunities.
With innovative, industry-leading customer value enhancement programs, TeleTech will continue to deliver solutions that elevate the customer experience, promote stronger brand loyalty, and bring about high levels of sales performance and profitability for the company and its clients. In recognition, Frost & Sullivan is proud to present TeleTech with the 2010 North American Frost & Sullivan Award for Customer Value Enhancement in the contact center outsourcing market.
Frost & Sullivan's Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from 40 offices on six continents. To join our Growth Partnership, please visit http://www.awards.frost.com.
For nearly 30 years, TeleTech and its subsidiaries have helped the world's largest companies achieve their most ambitious goals. As the go-to partner for the Global 1000, the TeleTech group of companies delivers technology-based solutions that maximize revenue, transform customer experiences and optimize business processes. From strategic consulting to operational execution, our more than 42,000 employees drive success for clients in the communications and media, financial services, government, healthcare, technology, transportation and retail industries. Our companies deliver award-winning integrated solutions in support of customer innovation, revenue generation, hosted technology, enterprise innovation, learning innovation and professional services. For additional information, please visit www.teletech.com.
SOURCE Frost & Sullivan
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