TTEC HOLDINGS INC.

TTEC HOLDINGS INC. Overview

Company Headquarters: US

Founded: 1982

Workforce: 52,400

Company Working: TTEC Holdings Inc. is a global provider of customer experience technology and related services. The company helps large, global enterprises to increase their revenue and reduce costs by offering personalized customer experience across different interaction channels. The company has two reportable business segments namely, TTEC Digital and TTEC Engage. TTEC Digital designs and builds human-centric and tech-enabled customer experience solutions while TTEC Engage works as a global delivery center of excellence that offers customer acquisition, revenue growth, digital fraud prevention & acquisition, and content moderation services. The company offers its services in 23 countries 85 customer engagement centers across six continents. The company operates under four business segments comprising TTEC Digital—customer strategy service (CSS) and customer technology service (CTS), TTEC Engage— customer growth service (CGS) and customer management service (CMS). The company generates approximately 84% of its revenue from TTEC Engage center of excellence. The company offers its services across various industry domains including automotive, healthcare, financial services, government, media & entertainment, retail, transportation, and technology. The company has developed a contact center software platform namely, Humanify which is a cloud-based customer experience platform across different industry verticals. The company’s customer engagement center is spread across different countries. As of December 31, 2018, the company had a total of 85 delivery centers, with 38 of them in the US and 19 in the Philippines.

Strategy

TTEC Holdings aims at improving its portfolio by focusing on enhancing customer engagement for its clients. In order to achieve the same, the company strives to build strategic relationships with its existing global clients. It also strives to pursue new clients across various industry verticals. In order to increase its customer base, the company invests in building an efficient sales team to improve speed to market and to deliver comprehensive and integrated solutions to the end user. In addition, the company also executes strategic partnerships and acquisitions in order to improve its global reach.

Company Snapshot

$1.28M

Revenue

52,400

Employees

1982

Founded

US

Headquarters

SWOT Analysis

Strengths

Strong customer base globally
Offerings backed by advanced technology
Integrated unified offering with holistic approach to customer experience

Weaknesses

Competition from inhouse customer engagement operation as well as third-party providers like Alorica, Sitel, and Sykes.
Improvement on global delivery network

Opportunities

Increasing focus on customer engagement
Expansion of offerings to developing countries

Threats

Civil unrest in countries where the company operates
Intense competition

Key Developments

Date	Approach	Development
July 2019	Expansion	The company announced the opening of Humanify customer engagement center in Oklahoma City, US. The company believes that the city of Oklahoma is the prime location for providing customer experience services.
2018	Acquisition	The company acquired strategic communications services, a UK-based company that offers contact center and unified communication consultancy and professional services, application performance management and contact center solutions. The acquisition is expected to help TTEC Holdings Inc. to strengthen its offerings.

Product Offering

TTEC HOLDINGS INC.
- Outbound Telemarketing
- Business Process Outsourcing

Financial Performance

What our clients say

Trusted by forward-thinking businesses
for data-driven intelligence

Noah Malgeri

Co-Founder, Mojave Rail Fabrication Limited

This is really good guys. Excellent work on a tight deadline. I will continue to use you going forward and recommend you to others. Nice job.

Michael Robert

Manager, JavolVision

Thanks, I am so happy that we worked together. Maybe we still can work together in the future.

Joseph Aguayo

Sales Operations & Pricing Manager, Intel

Thanks. It's been a pleasure working with you, please use me as reference with any other Intel employees.

Bong Lau

Sales Leader, Bamberg

We bought your "2025 report" in 2020. Everything is fine and very good.

Peter Groot Koerkamp

Account and Business Manager, EFS-Holland BV

Thanks for sending the report it gives us a good global view of the Betaïne market.

Younghwan Choi

Senior Retail Manager, LG Chem

We found the report very insightful! we found your research firm very helpful. I'm sending this email to secure our future business.

Mark Irwin

Management Consultant, Level 21

I am very pleased with how market segments have been defined in a relevant way for my purposes (such as "Portable Freezers & refrigerators" and "last-mile"). In general the report is well structured. Thanks very much for your efforts.

Rob Kooiker

Group Product Manager HVAC & Fire Protection GMA, Rockwool

I have been reading the first document or the study, the Global HVAC and FP market report 2021 till 2026. Must say, good info! I have not gone in depth at all parts, but got a good indication of the data inside!

Jason Lee

R&D Director, Seojin

Thanks for your great support. Appreciate it. Well received report. It helps us to understand market well. We're planning other area of survey in the future, let's keep in touch.

Akif Moroglu

Strategy & Business Development Director, Dogan Holding

We got the report in time, we really thank you for your support in this process. I also thank to all of your team as they did a great job.