The Global Association for Contact Center Best Practices & Networking

DENVER, Jan 26, 2012 --TeleTech Holdings, Inc. (NASDAQ:TTEC), global providers of transformational customer experience strategy, technology and business process outsourcing solutions, today announced it has been positioned by Gartner, Inc. in the Leaders quadrant of the Gartner Magic Quadrant: Customer Management Contact Center BPO, Worldwide, 2011.

"We’ve reached a tipping point in the customer revolution. Disruptive technologies have shifted the power to define a company’s brand to the customer, therefore placing unprecedented urgency on the need for companies to update their outdated customer management strategy and technology," said Ken Tuchman, chairman and CEO of TeleTech. "We believe being positioned in the 'Leaders' quadrant by Gartner confirms TeleTech’s leadership in helping clients achieve competitive differentiation through superior customer experiences."

As a customer experience management technology and services company, TeleTech has an innovative and robust integrated product roadmap designed to deliver experiences that increase customer lifetime value. Combining data-driven strategy, state of the art technology and experienced associates, TeleTech’s proven approach has driven consistent revenue growth, increases in profitability and improvements in customer loyalty for Global 1000 clients all over the world.

Gartner’s 2011 report notes the four customer management industry trends that further reinforce TeleTech’s leadership position:

Socioeconomic and demographic evolution of large customer management contact center BPO buying hubs or markets, such as North America, Western Europe and Japan, and the emergence of new markets — developing countries and non-English-speaking markets.

The "mobility evolution" — Increasing numbers of mobile devices, such as the iPhone, iPad, smartphones and so forth, and richer content and interaction on such devices, are driving demand for CM contact center BPO, not only in the matured markets, but more so in emerging markets.

Growth in nonvoice (multichannel), automated and cloud-enabled CM contact center BPO services — The growth of nonvoice and automated services, such as self-service, analytics and multichannel services, which are driven by technological changes, innovation, and a focus on service efficiency and effectiveness.

Continued service provider consolidation — The service provider landscape will continue to consolidate during the next three years as excess capacity is absorbed and service providers drive revenue growth and market share through mergers and acquisitions (M&As).

According to Gartner, "Leaders demonstrate market-defining vision and the ability to execute against that vision through CM contact center BPO services, a superior market share (among the top 10 providers in regions where they compete), and solid references for CM contact center BPO service, worldwide, including a cross section of vertical industries. Leaders also have superior investments in innovative CM contact center BPO service offerings, business/pricing models and service delivery models. They have a superior understanding of client needs and of current market conditions and they are actively building competencies to sustain their leadership position in the CM contact center BPO market across multiple regions, worldwide. The CM contact center BPO service providers in this quadrant generally also have strong global and regional service delivery operations and deep technology to leverage, and they deliver above-average customer experience."

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.businesswire.com

About Teletech:
TeleTech is a geographically diverse global providers of technology-enabled business process outsourcing solutions. TeleTech and its subsidiaries have a 28-year history of designing, implementing, and managing critical business processes for Global 1000 companies to help them improve their customers' experience, expand their strategic capabilities, and increase their operating efficiencies. By delivering a high-quality customer experience through the effective integration of customer-facing front-office processes with internal back-office processes, we enable our clients to better serve, grow, and retain their customer base.

About Gartner:
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.