Learn about contact center best practices, industry trends, and innovative approaches to keep your customershappy. Operating Income was $48.7 Million or 7.4 Percent of Revenue. When it comes to your customers, only the best technology will do. delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery center of excellence, that operates customer acquisition, care, growth and digital trust and safety services. Our services help you design, build, and operate exceptional customer and employee experiences. H endstream endobj 38 0 obj <> endobj 39 0 obj <> endobj 40 0 obj <> endobj 41 0 obj <> endobj 42 0 obj <> endobj 43 0 obj <>stream 0000031129 00000 n from 8 AM - 9 PM ET. Gain a competitive advantage through automation. Our global IT organization of 1600 supports the entire enterprise that encompasses over 60,000 users across our Engage and Digital businesses. He also held senior executive roles at Concentrix, Xerox and most recently, Arise Virtual Solutions, Inc. "My passion for this industry runs deep, and is rooted my initial experience as a front-line contact center associate more than 30 years ago. 28 0 obj <> endobj xref 0000043061 00000 n 28 44 services that improve customer satisfaction H\n0y The company's nearly 58,500 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. A reconciliation of these Non-GAAP financial measures can be found in the tables accompanying this press release. Adjusted EBITDA was $326.6 Million or 13.4 Percent of Revenue. TTEC Engage is a 60,000+ employee service company, with customers in more than 80 countries. AI and automation trends, The ultimate sales conversion highlight reel, High-tech goes all-in on contact centercloud, Voice of the customer best 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. Based off of 7,800+ reviews, the TTEC employees have rated the company at a 3.5 out of 5 stars. Subscribe to TTEC's eNewsletter, Dialogue . TTEC Engage is a 60,000+ employee service company . Our award-winning training bots help improve onboarding, speed-to-proficiency, and contact center KPIs. Revenue Increased 25 Percent to $539.2 Million, Operating Income was $73.4 Million or 13.6 Percent of Revenue, (Non-GAAP $79.9 Million or 14.8 Percent of Revenue), Net Income was $50.4 Million ($59.7 Million Non-GAAP), Adjusted EBITDA was $95.9 Million or 17.8 Percent of Revenue, Fully Diluted EPS was $1.06 ($1.26 Non-GAAP), Bookings Increased 95 Percent to $170 Million in the First Quarter 2021. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital. Every channel, in sync, all the time. a great experience to their customers, build customer loyalty, and grow their business. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. The Next Step in the CX Pioneer's JourneyTTEC pioneered the global CX industry almost 40 years ago when the company was founded by Tuchman. 0000074155 00000 n Subscribe to our free digital CX publication, the Customer Strategist. Eliminate friction and create value for your customers and employees. Environmental, Social and Governance (ESG), HVAC (Heating, Ventilation and Air-Conditioning), Machine Tools, Metalworking and Metallurgy, Aboriginal, First Nations & Native American, TTEC Announces Fourth Quarter and Full Year 2022 Financial Results, TTEC's Board of Directors Declared a Semi-Annual Cash Dividend, First quarter 2021 GAAP revenue increased 24.8 percent to, First quarter 2021 GAAP income from operations was, Non-GAAP income from operations, excluding restructuring and impairment charges, equity-based compensation expenses, amortization of purchased intangibles, and other items, was, First quarter 2021 Non-GAAP Adjusted EBITDA was, First quarter 2021 GAAP fully diluted earnings per share was, Non-GAAP fully diluted earnings per share was, During the first quarter 2021, TTEC signed an estimated, Cash flow from operations in the first quarter 2021 was, Capital expenditures in the first quarter 2021 were, First quarter 2021 GAAP revenue for TTEC Digital decreased 18.0 percent to, First quarter 2021 GAAP revenue for TTEC Engage increased 34.1 percent to, Margin of approximately 14.1 percent for TTEC Digital and 11.8 percent for TTEC Engage, Margin of approximately 17.3 percent for TTEC Digital and 14.7 percent for TTEC Engage. 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. Capital expendituresare estimated to between 3.1 and 3.3 percent of revenue, of which approximately 60 percent is growth oriented. Upselling products and services to existing customer base . Our award-winning training bots help improve onboarding, speed-to-proficiency, and contact center KPIs. We estimate the first half - second half 2021 mix as follows: We estimate the Digital - Engage 2021 mix as follows: This press release contains a discussion of certain Non-GAAP financial measures that the Company includes to allow investors and analysts to measure, analyze and compare its financial condition and results of operations in a meaningful and consistent manner. TTEC Engage - Digitally-enabled customer care, acquisition, and fraud mitigation services. 0000021593 00000 n 0000004257 00000 n 0000008629 00000 n TTEC Digital, and our 1,700+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). At TTEC, we help clients design, build and operate digital experiences, and provide the real-time CX analytics to be always optimising. Whether youre rolling out a new strategy, testing a new service channel, or just trying to optimise existing processes, Our resources library of trend reports, expert perspectives, and case studies can help you stay ahead of the competition. TTEC Digital, and our 1,700+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). "I am . Reduce cost and improve CX with recommendations from your front-line employees. TTEC Engage contributes the vast majority of the company's revenue, and most of the sales are derived from the United States and Canada, followed by Philippines, Asia-Pacific and India. There is nothing worse than a dumb bot. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. A customer service outsourcing company announced that it will expand contact . 30 Years of Experience Building Innovation and Driving GrowthSwanback has more than 30 years of experience establishing and scaling innovative businesses with digital, analytics, strategic consulting, and technology-enabled services at the core. Written by George Maybach for Fintel ->. 4 ways to orchestrate Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks. Learn about contact centre best practices, industry trends, and innovative approaches to keep your customershappy. What You Bring to the Role. Please indicate that you are willing to receive marketing communications. Xi"0`{7^ MYLr" Kt4Ci'L)`qB#1:GSHk8EV6.|*h@&z='^%A"4C&(i^'=;[\o^"AH:TU!7$>$V3_`V'uspEqb ~l?e% 0000006368 00000 n TTEC has been combining People, Platforms and Process for over 40 years, to optimise the Customer Experience for Brands across the World. When typing in this field, a list of search results will appear and be automatically updated as you type. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. The Company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. 0000004300 00000 n )~&njp~~? Flexibility to leverage all workforce strategies to provide an optimized CXaaS delivery model. strategies for right now, Building for CX: End-to-end possibilities, Top customer service 0000000016 00000 n 0000005949 00000 n Consumers choose where, when and how they interact with you. With the acquisition of Clarabridge, the XM platform now includes the ability to understand emotion, . 10 predictions shaping the evolution of customer and employee experience GET THE REPORT. As a Customer Service Representative - Automotive Enthusiast working remotely, you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. "Our broad-based financial momentum is accelerating and for the fourth consecutive quarter we have delivered record financial results," commented Ken Tuchman, chairman and chief executive officer of TTEC. TTEC Holdings Inc. will hire approximately 450 people in the Kansas City area for sales and customer service jobs. Outsourced customer experience and technology TTEC Holdings, Inc.(NASDAQ: TTEC) is one of the largest, global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. 0000105286 00000 n hb``c``d`e` @16 @Nc@Y`U0Y /:p)!BJ 68W@Z TTEC Digital, and our 1,700 employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Learn why we use cookies and how to manage your settings. 0000024733 00000 n To learn more about how TTEC is bringing humanity to the customer experience,visithttps://www.ttec.com/, contactLiesl Perez[emailprotected]+1.303.551.1417, Cision Distribution 888-776-0942 Learn what we've learned from a resource Customer experiences, from marketing to sales and service, are now reflections of the brand. Our sales and revenue growth solutions help you acquire customers and increase customer loyalty and lifetime value. . 0000008977 00000 n 0000029878 00000 n Onshore, offshore, nearshore, or at home with virtual software, we equip clients with the facilities, people, processes, and modern omnichannel technologies that build value across every interaction on all channels. An innovator in redefining the employee experience (EX), Koskovich will activate new models of EX which align to emergent principles of flexible work and service delivery, springboards for revenue growth. "I'm thrilled to join TTEC at this pivotal time. TTEC Engage Background: AT&T, Qwest, US WEST MARGARET MCLEAN SVP, General Counsel and Chief Risk Officer Background: CH2M HILL, Holme Roberts & Owen, LLP SHELLY SWANBACK TTEC Engage CEO, and President . End-to-end customer experience as a service platform combines strategy, analytics, technology, and operations. How do I operate more efficiently with automation. Reduce cost and improve CX with recommendations from your front-line employees. Skilled at driving innovation globally and at scale, Shelly brings vertical industry knowledge, customer experience domain expertise, and strength in digital product development," said Ken Tuchman, chairman and CEO, TTEC. Omnichannel technology that delivers personal CX at scale. Optimise your contact centre Learn more. Customized solutions for startups and hypergrowth with a people-first approach, deployed in a flexible, agile model. library that's as agile as we are. From omnichannel to messaging to automation and CRM, we've gathered all of the best CX technology platforms in one place so it is easy for you . End-to-end customer experience as a service platform combines strategy, analytics, technology, and operations. We're here to help. We provide customer care associates with empathy and sensibility, who support your existing customers, attract new customers, and protect customers from digital fraud or malicious content. 0000008880 00000 n Get voice and digital working in harmony and gain operational and CX optimization with our Voice Channel Assessment. Remote contact center solution merges quality and security of on-site with cost structure and flexibility of work-from-home. When typing in this field, a list of search results will appear and be automatically updated as you type. The result: Customer experiences that feel human even when they are not. time keeping apps, and training on client products and procedures. Together, our two divisions (TTEC Digital and TTEC Engage) help brands make every interaction they have with a customerwhether it's face-to-face, online, over the phone, on social media, or via a mobile appsimple, personal and exceptional! TTEC is proud to be an equal opportunity employer. 0000003537 00000 n TTEC Engage - Digitally-enabled customer care, acquisition, and fraud mitigation services. Working in the Win Business area as the Contact Centre SME I am responsible for all RFP responses, leading customer . Given our sustained momentum and strong bookings, pipeline, and revenue backlog, it is evident that more of the world's most iconic and fastest-growing brands are embracing the differentiated TTEC value proposition. HWnH}WCEolrEx;q`0^,h8HG$&E&X0)vWSPI!wzlq? fSu+_\KpEU!@o7 -Xvd~!7o,rYe"5dYz^zIz>>_XtFj"/`_r?cq{tOG>}:tOGoVXUj{ m_=]CTkt0[7OQx? These statements are based on the current beliefs and expectations of TTECHoldings, Inc.'s management and are subject to significant risks and uncertainties. 0000116240 00000 n Native CDP and native omnichannel together in one platform. 0000054542 00000 n TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. TTEC expands European capabilities, announces Adam Foster as President of TTEC EMEA, TTEC Digital announces strategic CX partnership with Google Cloud. XC0-4.2I8(4%n*J,&MA?Lz=ZDbcH+G? TTEC Digital, and our 1,700+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Actual results may differ materially from those expressed in the forward-looking statements, and you should review and consider carefully the risks, uncertainties and other factors that affect our business and may cause such differences as outlined in Item 1A. Continuously promote a performance-driven culture and always work towards reaching for amazing. TTEC Engage Customer Experience as a Service (CXaaS) TTEC's end-to-end Customer Experience as a Service (CXaaS) platform combines the technology, talent, and services to build effortless experiences for customers and employees alike. Design your CX to eliminate pain points and reduce churn. Restructuring and integration charges, net, Net income attributable to noncontrolling interest, Net Income Attributable to TTEC Stockholders, Net Income Per Share Attributable to TTEC Stockholders, Net Income Attributable to TTEC Stockholders Margin, RECONCILIATION OF NON-GAAP FINANCIAL INFORMATION, Asset impairment, restructuring and integration charges, Changes in acquisition contingent consideration, Adjustments to reconcile net income to net cash, Net cash provided by operating activities. 0000156098 00000 n 0000004803 00000 n Disconnected systems create disconnected customer experiences. 0000116155 00000 n and the CX expertise to enable your success. And, when that experience makes customers and employees happy, its an investment that sustains itself. _`q#!4i\6 d@O ,fa~QaLyuaJ[1x,SV*?^pS~:,z~o*_B51&Wy That's why we're delighted to welcome back @rseanerickson as our new head of TTEC Engage! s\AxA t8BAGPa}GP{tptptptptptptptptptpVf)Y,e"KRf)T,E2KZ_>(}>c4x= FOi4x= FOi|Es%tB}b[/]>608GW Y endstream endobj 47 0 obj <> endobj 48 0 obj <>stream They frustrate consumers and can hurt your brand. Empower your frontline employees Learn more. 0000026716 00000 n TecHR Series TTEC Named #7 on Virtual Vocations' Top 25 Employer Partners for Remote Work in 2021. He will accelerate our progress, particularly in the areas of international expansion and world-class employee engagement, critical components of our growth strategy," said Shelly Swanback, CEO, TTEC Engage. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. "I believe that nothing exemplifies the power of this combination better than our Engage operations and Digital Humanifytm Cloud platform. 0000037328 00000 n 9197 South Peoria Street Englewood, CO, U.S.A 80112-5833, Do Not Sell or Share My Personal Information. February 27 2023 - 04:05PM. When typing in this field, a list of search results will appear and be automatically updated as you type. We help companies reduce customer effort, enable contact center employees, and continuously optimize business outcomes through digital CX transformation to improve CSAT and lower total cost to serve. Privacy Policy. 0000119092 00000 n We caution you not to rely unduly on any forward-looking statements. CX operations, outsourcing, and sales providing the talent and empathy of our award-winning front line team. r\a W+ The experience economy has created an explosion of interaction volumes across a myriad of channels. Because when it comes to the customer experience, your frontline employees must be happy to deliver experiences that make your customers happy. 9197 South Peoria Street Englewood, CO, U.S.A 80112-5833, Do Not Sell or Share My Personal Information. Fourth Quarter 2022. Messaging saves the day with faster support and increased productivity. It operates through two segments: TTEC Digital and TTEC Engage. r\a W+v%J+aW] v%* 0000006062 00000 n TTEC is a global customer experience company that designs, builds and operates captivating omnichannel customer experiences on behalf of the world's most innovative brands. Make them. This site uses cookies and by using the site, you are consenting to this. Reduce cost and improve CX with recommendations from your front-line employees. Working with a contact centre outsource partner provides numerous cost and innovation benefits while improving the customer experience. 0000001450 00000 n Founded in 1982, the company's 51,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. 0000009922 00000 n 0000007344 00000 n Get better at textingthem. Understand your customers on a deeperlevel. 0000032457 00000 n 0000116041 00000 n 0000125245 00000 n 0000009179 00000 n Custom built to solve your specific challenges. Risk Factors in our Annual Report on Form 10-K for the year ended December 31, 2020 and any subsequent filings with the U.S. Securities and Exchange Commission (the "SEC")and is available on TTEC's website www.ttec.com, and on the SEC's public website at www.sec.gov. 0000003270 00000 n Every day, you are asked to balance the competing priorities of improved satisfaction with lower costs. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital. I have undertaken formal Genesys training on both products. Much of this time TTEC has been in the background of great customer service and now is at the forefront of pushing the boundaries of customer experience that differentiates brands at the first customer touch. Contact . Complementing TTEC Digital is our TTEC Engage business, which handles millions of last-mile customer interactions on behalf of the world's leading brands. 0000003710 00000 n One that tells you what happened in the past. Omnichannel technology that delivers personal CX at scale. She is both a market-facing executive and a strong, cultural leader with a proven track record of building strategic value with C-level clients, employees, partners, and shareholders. Together, we utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital. amazing customer on contact center cloud, Voice of the customer best practices and strategy, Want to reach more Learn about contact center best practices, industry trends, and innovative approaches to keep your customershappy. Text, voice, conversational messaging, video your customers are switching channels but they expect you to interact with the seamlessly where ever they are. TTEC Engage is a 60,000 employee service company, with customers in more than 80 countries. customers? The best outcomes. We deliver outcome-based customer engagement solutions through TTEC Digital, our digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, our delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and . Cision Distribution 888-776-0942 Elevate your sales team through sales outsourcing, including a customized growth services playbook. 0000009592 00000 n Privacy Policy. READ THE CASE STUDY. TTEC Holdings, Inc. (NASDAQ:TTEC) is one of the largest, global CX (customer experience) technology and services innovators for digital CX transformation.The Company delivers leading CX technology . 0000005417 00000 n "A dynamic leader and industry visionary, he will drive initiatives that amplify our shared, core values.". TTEC Holdings, Inc. does not undertake to update any forward-looking statements. Reconciliation of Adjusted EBITDA by Segment : Cision Distribution 888-776-0942 One that tells you what is happening in the present. TTEC Engage is a 60,000+ employee service company, with customers in more than 80 countries. Specifically, important factors that could cause our actual results to differ materially from those indicated in the forward looking statements include, among others, are risks related to our business operations and strategy, including our strategy execution in a competitive market; our ability to innovate and introduce technologies that are sufficiently disruptive to allow us to maintain and grow our market share; our dependance on 3rd parties for our cloud solutions; the impact of COVID-19 on our business and our clients' business; risks inherent in our rapid transition to a work from home environment; our ability to attract and retain qualified and skilled personnel at a price point that we can afford and our clients are willing to pay; our M&A activity, including our ability to identify, acquire and properly integrate acquired businesses in accordance with our strategy; the risks related to our technology, including cybersecurity, the reliability of our information technology infrastructure and our ability to consistently deliver uninterrupted service to our clients; the risk related to our international operations; the risks related to legal impacts on our operations, in particular rapidly changing laws that regulate our and our clients' business, such as data privacy and data protection laws and healthcare, financial and public sector specific regulations, our ability to comply with these laws timely, and cost of wage and hour litigation in the United States; and risks inherent in our equity structure including our controlling shareholder risk, and Delaware choice of dispute resolution risks.