TeleTech offers comprehensive revenue generation solutions including lead generation, customer acquisition, account management, and customer retention services. TeleTech excels at deploying cost-effective sales and retention programs that address every stage of the customer lifecycle across major market segments. TeleTech has over $5 billion in annual client revenue and has sold $25 billion for clients over 28 years through leveraging proprietary sales databases and analytics.

1. SOLUTIONS
CATALOG
COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS

2. MAKING AMBITIOUS GOALS REALITY™
3

3. TELETECH SOLUTIONS
1 Customer Innovation
TABLE OF CONTENTS
2 Customer Care
2 Technical Support
3 TeleTech@Home
4 Online Customer Support
5 Social CRM
6 Revenue Generation
About this Catalog 8 Lead Generation
9 Customer Acquisition
The TeleTech Solutions Catalog is a high-level architecture 10 Account Management
10 Customer Retention
of our go-to-market solutions and product categories.
11 Service to Sales
This catalog should help you begin to understand the 11 Marketing Analytics
strategy and value proposition offered by TeleTech. 12 Electronic Direct Marketing (EDM)
13 Hosted Technology
15 Hosted OnDemand Contact Center
16 Automated Voice Services
16 Customer Notification Services
17 Knowledge Management Services
17 Associate Productivity Suite (APS)
18 Customer Interaction Cloud (CIC)
19 Enterprise Innovation
21 Administration
21 Finance and Accounting
22 Logistics and Distribution
23 Learning Innovation
25 Leadership Learning
25 Mobile Learning
25 Video Learning 4
25 eLearning
26 Social Learning
27 Professional Services
29 Integrated Customer Management (ICM)
29 Service Delivery Architecture
30 Service Delivery Optimization
30 Revenue Performance Optimization
30 Technology Integration

4. TeleTech offers premium
customer care services by
more than 40,000 employees
in over 26 languages across
67 delivery centers providing
5
services to our clients’
customers in 85 countries.

5. Customer Innovation
For Global 1000 leaders who need to transform exist-
ing customer service operations by leveraging new mul-
tichannel interactions into an integrated support plan,
TeleTech delivers customer innovation solutions from any
location in the world and across all media and support
channels that result in improved customer experience,
satisfaction, and loyalty.
Unlike traditional contact centers, TeleTech GigaPOP®
technology virtualizes service delivery on a consolidated
MAKING AMBITOUS GOALS REALITY
network, integrating both voice and data channels over
a secure connection to each of our 67 centers around
the globe. This allows TeleTech to scale client deploy-
ments globally and efficiently, while supporting multiple
TeleTech
direct, self-service, online, and collaborative interactions.
Solutions Customer Innovation
TeleTech handles over 3.5 million customer interactions
worldwide every day with 99.95% network uptime.
Customer Care
Technical Support
TeleTech@Home Support
Online Customer Support
Social CRM
1
Copyright 2010 © TeleTech Holdings, Inc.

6. Customer Care Technical Support
TeleTech offers premium customer care services by more Differentiated technical support is becoming
than 40,000 employees in over 26 languages across increasingly important, as more and more users rely
67 delivery centers providing services to our clients’ on computer-based and internet-connected devices
customers in 85 countries. TeleTech’s customer care to do their jobs and communicate online. TeleTech
programs include all of the required talent targeting, provides the technical support our clients need to
acquisition, onboarding, and training needed to fully keep their customers functional on the job and at
develop our professional customer care associates in home. By providing timely support, we enhance the
all required skill sets. Comprehensive quality assurance value of our clients’ brands.
TeleTech offers the services that matter most
monitoring, one-on-one coaching, and workforce
to our clients and their customers – including TeleTech currently has thousands of technical and
management ensure that all client requirements and key
C OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S
helpdesk associates assisting in both Tier 1 and
complete customer care, technical support, performance indicators are met or exceeded. TeleTech
Tier 2 capacities with varied dispatch, service
begins all of our business process outsourcing efforts
revenue generation, order and return man- connectivity, trouble-shooting, trouble ticket
with the idea that better employees, better training, and
agement, billing services, account manage- better reward and recognition programs create a better
management, and repair issues. We operate multiple
technical support programs globally for some of the
ment, and customer notifications. We deliver service experience for our clients’ customers.
world’s largest companies in the telecommunications,
these services the way customers want — from Our associates are thoroughly versed in our clients’
financial services, computer hardware, and software
product sets, support processes, and corporate cultures.
traditional voice, chat, and e-mail solutions industries. TeleTech provides both business and
Access to continually updated client knowledge bases
to new, cutting edge Social CRM and robust consumer-based technical support for simple and
and process improvement feedback loops keep the
complex offerings across a variety of platforms
at-home technology and workforce solutions. team’s quality and performance at industry-leading levels.
including inbound and outbound voice, chat, social
media, and e-mail response.
2
Customer Care
TeleTech’s customer care programs include all of the required talent targeting, acquisition, onboarding, and training
QUICK READ
needed to fully develop our professional customer care associates in all required skill sets.
Technical Support
TeleTech currently has thousands of technical and helpdesk associates assisting in both Tier 1 and Tier 2 capacities
with varied dispatch, service connectivity, trouble-shooting, trouble ticket management, and repair issues.

7. TeleTech@Home TeleTech@Home offerings include:
1 Full Service: A fully integrated, safe, secure
TeleTech@Home is a sophisticated outsourcing solution
CUSTOMER INNOVATION
work-from-home program serviced and managed
providing access to robust work-at-home technology
completely by TeleTech.
in addition to a well-educated, highly specialized, and
flexible workforce for our clients’ most important and 2 Disaster Recovery: Allows clients to replicate contact
complex customer interaction work. With TeleTech@Home, centers virtually following a disaster to maintain business
our clients gain the best of both worlds by leveraging continuity. A portion of their staff is trained to work from
the best practices and centralized technology from home in a replicated service delivery environment.
our traditional service delivery centers while utilizing a
virtualized, specialized, and scalable talent base. 3 Virtual Support: Clients can utilize TeleTech’s virtual
GigaPOP technology to quickly address seasonal or
The unique features of a virtual work-at-home position other volume spikes by quickly mobilizing a workforce
allow access to a more experienced and educated talent anywhere and at any time.
pool. The average age of a TeleTech@Home associate
4 Managed and Hosted Services: Leverage TeleTech@
is 40 years while their experience in the business world
Home secure and virtual service delivery technology
averages 10 years. TeleTech@Home associates score
while the client maintains their own customer care and
an average of 5-10% higher in quality and customer
supervisory staff. This solution includes TeleTech’s
satisfaction metrics than traditional service delivery superior at-home technology and infrastructure including
center associates. our GigaPOP, automatic call distribution (ACD),
TeleTech@Home desktop support, and our secure
TeleTech@Home also provides secure “work anywhere”
WorkBooth® technology.
flexibility, allowing associates to connect into the
TeleTech GigaPOP® network through our proprietary 5 Hub and Spoke: Allows clients to extend the capacity of
WorkBooth® technology. WorkBooth® enables TeleTech brick-and-mortar centers to address seasonal call spikes
to “push” all required content to the associate’s desktop while avoiding investment costs for additional facilities.
to support effective, responsible customer care work
from home. State of the art monitoring and controls have
also been embedded to ensure complete customer data
integrity and security.
3
TeleTech@Home
With TeleTech@Home, our clients gain the best of both worlds by leveraging the best practices and centralized
technology from our traditional service delivery centers while utilizing a virtualized, specialized, and scalable talent base. QUICK READ
TeleTech@Home associates score an average of 5-10% higher in quality and customer satisfaction metrics than
traditional service delivery center associates.

8. Online Customer Support concurrent chat sessions and chat representatives
responding to e-mails during idle time. Customers can
For clients wishing to extend their customers’
also print or e-mail a record of their chat transcripts, and
support experience through the internet, TeleTech
an exit survey can be offered at the end of every session
delivers online customer care services and live help
to measure customer satisfaction with online support.
over the Web. TeleTech provides an integrated set
of voice, chat, e-mail, and e-commerce response
TeleTech Online Support products include:
services that enable businesses to deliver just-in-
1 Online Support Professional Services: Consulting
time, personalized, online interactive assistance. and planning services for online support strategy,
As a result, clients can increase online sales and analytics, and integration.
customer acquisition, improve customer satisfaction
and retention, and reduce customer service costs. 2 Chat and Voice Associates: Specially-trained
C OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S
TeleTech delivers an integrated total care solution that associates working on chat-enabled workstations can
can handle multiple online interactions across all lines provide advanced customer service and support over
of business, and all geographies. Sales and service client websites.
requests can be transferred without disconnecting the
3 Click-to-Chat: Engage multiple customers at once
customer session enabling first contact resolutions;
through web-based chat sessions initiated by
and TeleTech Online Associates have access to chat
customers or targeted to customers based on
sessions, e-mail, and VoIP soft phones so customers proactive chat technology.
receive a quality multichannel experience without
being transferred from channel to channel. TeleTech’s 4 Click-to-Call: Drive revenue and first contact resolution
online support products can be deployed quickly by deploying interactive live voice services from the
and easily to any client website through a hosted, client’s website. Enable associates to push URLs and
software-as-a-service (SaaS) platform. co-browse the website with customers and prospects.
Online help reduces the cost of customer care by
handling each customer inquiry via the most cost-
effective interaction channel, as well as by integrating
with and extending the value of existing assets.
Associate utilization is also maximized by handling
4
Online Customer Support
TeleTech delivers online customer care services and live help over the Web. TeleTech provides an integrated set of voice,
QUICK READ
chat, e-mail, and e-commerce response services.

9. Social CRM 3 Social Interaction Center: Specially-trained associates
working on social-enabled workstations can provide
For strategic business leaders looking to leverage
CUSTOMER INNOVATION
advanced customer support, monitoring, and content
social networks to improve customer experience and moderation services over multiple social media channels.
satisfaction, TeleTech delivers Social CRM products
that empower customer advocates, enable customer 4 Social Knowledge Services: Hosted knowledge and
reference selling, improve brand control, and extend the integration services that link social knowledge bases to
reach of customer service. More than simply monitoring traditional contact center knowledge and CRM systems
social sites or creating fan pages, TeleTech delivers to drive better customer experience and first contact
resolutions across all channels.
Hosted Customer Networks, Social Interaction Centers,
and Social Knowledge Services to proactively manage
the social channel for customer experience, sales, and
marketing. TeleTech bridges the gap between social
media channels and traditional contact center channels
by servicing customers directly through social networks,
and leveraging customer-driven knowledge for better first
contact resolution across multiple voice, web, and chat
support channels.
TeleTech Social CRM products include:
1 Social CRM Professional Services: Consulting and
planning services for social CRM strategy, analytics,
and integration.
2 Hosted Customer Networks: Market-leading hosted
communities for client-branded forums, blogs, ideas
exchange, chat, and tribal knowledge.
5
Social CRM
TeleTech bridges the gap between social media channels and traditional contact center channels by servicing customers
directly through social networks, and leveraging customer-driven knowledge for better first contact resolution across QUICK READ
multiple voice, web, and chat support channels.

10. We drive over $5 billion in client
revenue annually, and have sold
$25 billion in revenue for our
clients over our 28-year history.
6

11. Revenue Generation
For sales organizations across all major industries
that need to increase revenue, TeleTech delivers
revenue generation services – attracting and retain-
ing premium customers in new market segments
and then cultivating these relationships until they
produce maximum revenue and profitability.
Rather than investing in the time and resources
to hire and train a new salesforce, and develop
the tools and technology needed to support new
MAKING AMBITOUS GOALS REALITY
sales and marketing programs; we can launch a
new team of sales professionals that can begin
delivering on a client’s revenue and retention goals
TeleTech
in about five weeks.
Solutions
Revenue Generation
Lead Generation
Customer Acquisition
Account Management
Customer Retention
Service to Sales
Marketing Analytics
Electronic Direct Marketing
7
Copyright 2010 © TeleTech Holdings, Inc.

12. Unlike other providers, TeleTech is able to integrate all Lead Generation
of the required capabilities, tools, and technology into
TeleTech’s lead generation program starts with setting
a single comprehensive revenue generation offering
solid lead targeting and profiling criteria with the client.
that includes:
Once goals are established, TeleTech’s expert marketing
• Highly experienced and trained lead generation analytics organization compiles a target database
sale professionals that matches the marketing goals. TeleTech performs
analytics to ensure a successful program start; analytic
• Comprehensive sales contact databases programs include propensity modeling, customer
segmentation, regression analysis, de-duplication, and
TeleTech excels at deploying cost-effective • DCRM, our proprietary customer relationship
do-not-call scrubbing. While initial program analytics
sales and retention programs that address management tool
are being performed, TeleTech’s Talent Acquisition team
C OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S
every stage in the customer life cycle across actively recruits, hires, and trains the lead generation
• Marketing analytics for customer targeting
all major market segments. We drive over $5 and segmentation professionals needed to contact the entities on the
lists. TeleTech’s sales professionals generate, qualify,
billion in client revenue annually, and have
• Electronic direct marketing for both campaign marketing nurture, and transition leads to a client’s sales force.
sold $25 billion in revenue for our clients over and personalized sales representative communications During any program, TeleTech continually monitors
our 28-year history. TeleTech has developed performance against sales pipeline targets while
• Personal Pages, client-branded e-commerce websites improving performance through analytics, sales
a number of proprietary sales databases that
for simplified customer transactions
coaching, quality assurance monitoring, and detailed
our clients can leverage. As an example, we
client reporting.
have over 47,000 public buying organiza- • Efficient order entry and Quote-to-Cash systems for
faster revenue realization
tions representing over 245,000 buyers of
products and services in our government
sector database. By leveraging TeleTech’s
sales expertise and proprietary sales data-
bases, we have delivered well above 100%
of several of our clients’ revenue targets.
8
Lead Generation
TeleTech performs analytics to ensure a successful program start; analytic programs include propensity modeling,
QUICK READ
customer segmentation, regression analysis, de-duplication, and do-not-call scrubbing.

13. Customer Acquisition Other Customer Acquisition offerings include:
1 TeleTech Quote-to-Cash: A proprietary system
For organizations seeking faster time-to-market
REVENUE GERNERATION
that enables efficient order entry and
performance and greater return on investment from
management so that our clients can realize
every deployed marketing dollar, TeleTech offers
revenues sooner. By deploying TeleTech’s hosted
dedicated, consultative-selling professionals who are Quote-to-Cash platform in conjunction with their
hired and trained to help our clients increase sales, existing Enterprise Resource Planning (ERP) or
improve profitability, and build stronger customer financial systems, TeleTech clients have reduced
relationships at some of the best revenue to expense their order entry times by up to 67%. This enables
ratios in the industry. These inside sales teams quickly more transactions to be completed in a day and
allows sales representatives to focus on what they
become expert at selling both new and established client
do best – selling.
product lines. State of the art associate productivity
tools combine with individual and team call coaching
2 TeleTech Personal E-commerce Sites: TeleTech
to create an environment of sales excellence and
also delivers client-branded, personalized
continuous improvement. e-commerce websites for self-service customer
transactions. TeleTech currently has over 250,000
To complement our sales teams, we also deploy
registered users on its personalized e-commerce
dynamic, integrated Electronic Direct Marketing (EDM) sites. In conjunction with the TeleTech
touchplans to increase bottom line profitability. Marketing Quote-to-Cash platform, TeleTech E-commerce
Analytics provide our sales management teams with delivers customer-personalized websites that take
the end-to-end analytics tools needed to uncover new just a few mouse clicks to customize and deploy.
revenue opportunities, develop EDM campaigns, and This instantly delivers a new sales channel and
monitor every aspect of program productivity. improves unassisted sales, reducing the need for
sales representatives to handle simple order
processing so they can focus on new sales
opportunities. For one client, TeleTech’s
personalized e-commerce sites drive
approximately 14% of their entire program
revenue.
9
Customer Acquisition
Dedicated, consultative-selling professionals who are hired and trained to help our clients increase sales, improve
profitability, and build stronger customer relationships at some of the best revenue to expense ratios in the industry. QUICK READ
TeleTech Quote-to-Cash
By deploying TeleTech’s hosted Quote-to-Cash platform in conjunction with their existing Enterprise Resource Planning
(ERP) or financial systems, TeleTech clients have reduced their order entry times by up to 67%.
TeleTech Personal E-commerce Sites
Personalized e-commerce websites for self-service customer transactions.

14. Account Management Customer Retention
TeleTech focuses on growing, developing, and TeleTech offers proven capabilities in the entire sales
strengthening sales relationships to create new sources process – including retention and growth. The flexibility
of stable, recurring revenue. Our clients experience and power of our fully-integrated sales, marketing,
lasting benefits from our commitment to long-term and analytics services enable clients to stay engaged
account development and growth. with their customers on any scale and at any depth.
TeleTech can design and deploy effective, multichannel
TeleTech account retention and development systems
touchplans that span the entire customer life cycle – from
ensure that our clients grow their share of wallet with top
acquisition, conversion, account penetration, retention,
accounts, quarter to quarter, year to year. With efficient
and reactivation. TeleTech touchplans can start after a
TeleTech sales and marketing solutions in place for
point of sale, span over 200 days and include e-mail,
C OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S
their key product lines, we can design market coverage
web, and voice touchpoints for proactive customer
strategies that meet the client’s long-term goals.
management. With our cross-industry experience in
TeleTech can manage new demographic segments,
prospect identification and targeting, complex lead
whole geographies, or reach accounts that are under-
generation, sales stimulation, and comprehensive
served by existing sales resources. TeleTech solutions
retention and reactivation campaigns – TeleTech can
scale to fit client needs with exceptionally low expense-
retain and grow our clients’ customers. TeleTech
to-revenue ratios.
customer retention offerings include loyalty campaigns,
Additionally, building a successful customer retention churn reduction programs, account reviews, cross-sell
and development program involves much more than just and up-sell programs, and save desk services.
excellence in sales. TeleTech analytics, marketing, and
transaction processing ensure long-term success.
10
Account Management
TeleTech account retention and development systems ensure that our clients grow their share of wallet with top
QUICK READ
accounts, quarter to quarter, year to year.
Customer Retention
TeleTech touchplans can start after a point of sale, span over 200 days and include e-mail, web, and voice touchpoints
for proactive customer management.

15. Service to Sales Marketing Analytics 5 Web Analytics: We leverage website data, such
as customer activity and usability, to improve
Keeping customers engaged and providing consistent TeleTech marketing plans intelligently integrate campaign
REVENUE GERNERATION
website performance and enhance the
returns in the current economic environment is the top marketing, analytics, and direct marketing to deliver a
e-commerce experience.
challenge that even the highest performing companies strong return on investment and build customer loyalty.
now face. To remain viable, companies need to target TeleTech knows intelligent database and campaign
new revenue opportunities but may not have the analyses lead to higher response and conversion
expertise or budget to do so internally. One key area rates. At TeleTech, we offer robust analytics services to
often overlooked is the revenue potential inherent in develop customer profiles, segment customers, monitor
day-to-day contact center operations. Contact centers, customer transaction data, and leverage sales reports
traditionally viewed as a required expense to serve, and website data to improve results.
actually contain a huge profit potential if managed
correctly. Customers touch contact center operations Marketing analytics services include:
more than any other part of a company’s organization. 1 List Acquisition and Customer Database:
TeleTech has increased client revenue by as much as We provide targeted lead generation and sales lists,
and develop customer databases based on customer
30% by deploying Service to Sales.
transaction data.
TeleTech’s Service to Sales concept entails leveraging
the existing flow of naturally occurring inbound customer 2 Campaign Development and Automation: Database
marketing, including testing and optimization, is
service and technical support contacts (voice or chat)
used to develop campaigns with follow-up
and introducing a revenue generation component.
performance analysis.
Service to Sales integrates revenue generation as a top
key performance indicator in traditional contact center 3 Marketing Analytics: We develop customized
operations. The product focuses on three key areas to propensity modeling and perform segmentation analyses
drive sales success: operational process transformation, to identify targets most likely to respond to a specific
extensive training and coaching to enable contact center offer or message.
staff to sell effectively, and technology enablers to provide
end-to-end support for the service-to-sales process. 4 Sales Reporting: We drive increased sales performance
by monitoring key performance indicators and identifying
opportunities to boost program performance.
11
Service to Sales
Focuses on three key areas to drive sales success: operational process transformation, extensive training and coaching QUICK READ
to enable contact center staff to sell effectively, and technology enablers to provide end-to-end support for the service-
to-sales process.
Marketing Analytics
We offer robust analytics services to develop customer profiles, segment customers, monitor customer transaction data,
and leverage sales reports and website data to improve results.

16. Electronic Direct Marketing 3 Event Triggers E-mails: Highly effective cross-sell,
up-sell, and retention touches that are automatically sent
Using a dynamic rules-driven approach that enables
following a recent sale, when products are abandoned in
us to deliver the right offer to the right customer at the a shopping cart, after a specified number of purchases,
right time, TeleTech can design and execute multi-touch before a warranty expires, and more.
integrated electronic direct marketing (EDM) programs
that enhance the lifetime value of each customer 4 Subscription-based E-mails: Address customer-set
relationship. The quantity and sophistication of these preferences and provide special offers and product
integrated e-mail contacts can range from simple e-mails updates based on their preferences. TeleTech sets
up a hosted URL where the self-service features can
pushed by an outbound sales representative as follow-up
be activated.
to a phone conversation, to complex and highly
integrated event-triggered e-mails that are automatically
C OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S
5 Additional Services: HTML eQuotes, transactional
generated based on business rules, purchase history, HTML invoicing, business rules engine, and intranet or
segmentation models, and subscription preferences. internet sales reporting for a full EDM solution.
We offer leading edge EDM services that provide
measurable results, brand awareness, and cost-effective
sales. And, all transaction e-mails provide customer opt-in
and opt-out and bounced e-mail management services.
Our EDM offerings include:
1 Broadcast E-mails: Highly effective for notifying customers
about products and services with personalized customer
name, sales representative name, and account information.
2 Sales Representative Push: Create compelling
transaction-based e-mails for representatives to send to
customers while they are on the phone to close the sale
faster. The e-mail may contain information about the
client’s website, CRM and order-to-cash systems, new
products, or warranty or credit offers.
12
Electronic Direct Marketing
TeleTech can design and execute multi-touch integrated electronic direct marketing (EDM) programs that enhance the
QUICK READ
lifetime value of each customer relationship.
These integrated e-mail contacts can range from simple e-mails pushed by an outbound sales rep as follow-up to a
phone conversation, to complex and highly integrated event-triggered e-mails that are automatically generated based on
business rules, purchase history, segmentation models, and subscription preferences.

17. ...the TeleTech GigaPOP network technology is a proven
®
implementation, hardened over years of operation that
delivers 2.5 billion Voice over Internet Protocol (VoIP)
minutes every year to over 40,000 service delivery
associates worldwide.
13

18. Hosted Technology
Companies who need to upgrade or expand their
contact centers with limited CAPEX budgets can
quickly plug into TeleTech’s Hosted OnDemand
Contact Center services. Clients can rapidly deploy
state of the art technology without capital expendi-
ture or implementation risks such as project delays,
cost overruns, or market changes. TeleTech’s soft-
ware as a service (SaaS)-based delivery breaks the
bonds of on-premise hardware and software in-
vestments, and frees clients to move customer serv-
MAKING AMBITOUS GOALS REALITY
ice operations to anywhere in the world, at any time.
TeleTech
Solutions
Hosted Technology
Hosted OnDemand Contact Center
Automated Voice Services
Knowledge Management Services
Customer Alerts and Notifications
Associate Productivity Suite
Customer Interaction Cloud
TeleTech@Home
14
Copyright 2010 © TeleTech Holdings, Inc.

19. Unlike risky internal projects or smaller cloud-based response (IVR) service automatically guides incoming
startups, the TeleTech GigaPOP network technology is a
®
customer calls to the best resource or provides self-
proven implementation, hardened over years of operation service IVR functions.
that delivers 2.5 billion Voice over Internet Protocol
(VoIP) minutes every year to over 40,000 service delivery Hosted OnDemand Contact Center offerings include:
associates worldwide. TeleTech is the chosen provider 1 Automatic call distribution (ACD) services
for some of the largest service delivery operations in
2 Interactive voice response (IVR) services and applications
the world because of its ability to rapidly scale to meet
changing market conditions.
3 Our proprietary, hosted quality assurance (QA)
TeleTech manages a growing number of
TeleTech’s hosted technology solutions provide clients application - EyeQ360
service delivery centers worldwide as well as
C OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S
with an attractive set of options. TeleTech can move
a robust at-home workforce. This motivated us client contact centers to the cloud, improve contact
4 Computer telephony integration (CTI) applications
and services
to centralize our IT infrastructure into the global center productivity, and integrate social media into
TeleTech GigaPOP® network which separates customer relationship management offerings. Altogether,
5 Our proprietary customer interaction management and
we help clients enhance their operations with lower dynamic scripting solution - Expert Insite
our IT infrastructure from our physical serv-
costs, reduced risk, and higher customer satisfaction.
ice centers. TeleTech clients can meet rap- 6 Online services like Click-to-Chat and Click-to-Call
idly changing service requirements by adding
Hosted OnDemand Contact Center 7 E-mail and text support (SMS/MMS)
service delivery resources from anywhere in
the world without installing new infrastruc- TeleTech leads the contact center market in technology
8 eWorkforce management (eWFM) solutions
innovation. Throughout our history, we have continuously
ture. Through our consolidated data cent-
invested in our GigaPOP infrastructure. Our global VoIP 9 Hosted Knowledge Management and Social
ers, clients benefit from global access to all backbone delivers high-quality customer calls anywhere Knowledge Services
major markets. This provides simplified in the world. With automatic call distribution (ACD), we
interactions with customers at every turn route multichannel customer interactions to the right 10 TeleTech@Home Hosted Solutions including
associate regardless of their location. With computer TeleTech@Home desktop support and our secure
through our technology solutions, hosted
telephony integration (CTI), we integrate customer WorkBooth® technology
services, and VoIP services.
information with incoming calls and our interactive voice
15
Hosted OnDemand Contact Center
Our GigaPOP infrastructure delivers over 2.5 billion VoIP minutes per year to over 40,000 associates around the world.
QUICK READ
With automatic call distribution, we route multichannel customer interactions to the right associate regardless of their
location. With computer telephony integration, we integrate customer information with incoming calls and our interactive
voice response service automatically guides incoming customer calls to the best resource or provides self-service
IVR functions.

20. 11 Quote-to-Cash and order entry and Customer Notification Services
management systems
TeleTech has extensive experience implementing and
HOSTED TECHNOLOGY
managing successful outbound contact programs both
from an operational and a technology perspective – for
Automated Voice Services sales, collections, customer service, and lead generation.
Our comprehensive, self-help services reduce costs The TeleTech customer notification and dialer engineering
while reaching more customers. TeleTech offers touch- and operations team has over 125 years of combined
tone and speech-based hosted IVR applications with experience in designing, deploying, and operating
personalized user interfaces that can be customized outbound customer dialer campaigns globally.
to meet individual customer care, commerce, and
TeleTech’s customer notification services include:
information service needs. By reducing or eliminating
Lead management; dialer management; disposition
long waits and hold times, clients can improve
management; associate desktop integration; and
satisfaction and capture lost revenue opportunities.
reporting. Additional features include call recording
TeleTech’s automated voice services also include via our EyeQ360 system; data exchange with clients;
automated customer satisfaction (CSAT) surveys that can campaign data analytics; and sales verification.
be offered to customers after every interaction or to a
TeleTech also provides a complete set of automated
select group of customers at any given time. Automated
customer notification services over a variety of channels
CSAT ensures that clients can continually measure their
including voice, email, and text (SMS) and excels at
customers‘ experience in real-time for service delivery
accommodating quick response solutions to urgent
improvement programs.
client needs.
16
Automated Voice Services
Automated CSAT ensures that clients can continually measure their customers‘ experience in real-time for service
delivery improvement programs. QUICK READ
Customer Notification Services
TeleTech’s customer alerts and notifications services include: Lead management; dialer management; disposition
management; associate desktop integration; and reporting.

21. Knowledge Management Services Associate Productivity Suite • Event Monitoring: Workforce managers and team
supervisors can manage service center metrics in real
TeleTech’s hosted knowledge base services enable TeleTech’s Associate Productivity Suite (APS) software
time vs. waiting for reports that are generated after an
our clients to respond quickly and accurately to drives service delivery optimization by streamlining opportunity is lost.
customers, which results in improved resolutions customer and associate interactions. APS can be
and greater levels of satisfaction. Our community deployed across associate desktops and workstations • Associate Notices: A broadcast messaging tool that
collaboration platform enables groups to work to improve efficiency, reduce handle times, and increase allows the transmission of one-way messages to groups
together across contact centers, or in a TeleTech@Home first contact resolutions. APS improves communication of associates. Notices can be real-time, scheduled,
environment, to improve productivity by sharing and workflow processes between associates, or recurring.
knowledge, best practices, and insights. In addition, supervisors, and customers. Additionally, APS can
• Secure Notepad: Secure Notepad provides associates
our Social Knowledge Services drive real-time be leveraged to teach associates new and valuable
with a standardized tool for entering notes during a call
answers and insights, and improve satisfaction process and support program techniques outside of
C OM P R E H E NSI V E C U S TOM E R A N D E N T E R P R I S E S OLU T I ON S
and then pasting them into various desktop applications.
by capturing and sharing information collected the learning classroom, while they are on the sales or Notes cannot be saved, making them ideal for programs
from social media channels. service delivery floor. that have privacy requirements.
TeleTech Knowledge Management TeleTech APS features include:
offerings include: • Single Sign-on and Surface Integration: Fewer sign in
1 Hosted Knowledge Base Solutions: Enable requirements and desktop windows result in increased
associates to respond quickly and accurately to associate productivity, shorter handle times, and
customer inquiries for improved first contact improved customer satisfaction.
resolutions and customer satisfaction.
• Search and Knowledge Navigator: Solutions that quickly
2 Knowledge Collaboration Solutions: Enable promote the right knowledge and information to
community collaboration between associates and associates to enable better customer satisfaction and
across service delivery centers to improve faster resolutions.
productivity through shared knowledge, best
practices, and insights. • Sidebar Tools: Desktop sidebars that deliver critical
workflow and process information to associates,
3 Social Knowledge Services: Drive real-time allowing them to navigate complex processes using
answers and insights, and improve satisfaction by step-by-step decision models and frameworks.
capturing and disseminating knowledge from the
client’s own customers’ social media interactions.
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Knowledge Management Services
TeleTech’s hosted knowledge base services enable our clients to respond quickly and accurately to customers, which
QUICK READ
results in improved resolutions and greater levels of satisfaction.
Associate Productivity Suite
Associate Productivity Suite (APS) can be deployed across associate desktops and workstations to improve efficiency,
reduce handle times, and increase first contact resolutions. APS improves communication and workflow processes
between associates, supervisors, and customers.

22. Customer Interaction Cloud • Support Services: Automatically capture, route, and
escalate cases from all channels based on business
Customer Interaction Cloud (CIC) is a multichannel
rules for improved customer service.
HOSTED TECHNOLOGY
hosted contact center solution delivered by TeleTech.
Designed specifically for small businesses, this joint • Routing Functions: The best available resource handles
solution follows a cloud-computing or software-as-a- each inquiry with proper routing functions in place.
service (SaaS) model, resulting in faster deployment Associates can work on multiple tasks from various
times and little capital investment. CIC delivers an entire channels, and the solution facilitates interruptions for
contact center in the cloud and advanced features high-priority tasks as required.
like call and case routing functions, universal queuing,
• Self-provisioning Services: Administrators can manage
supervisory features and controls, and self-provisioning
all network and telephony configurations in a graphical
of associates, call routing, and reports. TeleTech hosts
web portal, greatly simplifying the provisioning process.
the entire CIC service on its GigaPOP platform using
a SaaS model that provides rapid implementation with • Multichannel Integration: Customers can reach
global scalability. beyond standard inbound telephony channels to
include social networks such as Facebook, Twitter,
Customer Interaction Cloud features include: and other web channels.
• Pre-integrated Contact Center and CRM Solution:
Take out the guesswork—not to mention the expense • Supervisor Portal: Supervisors can view associate
and frustration—out of integrating a contact center metrics and call information, and silently monitor calls.
and CRM. It all works together easily, transparently,
and naturally. • Reporting: Reports provide valuable insight into the
health of customer relationships. Supervisors access
• Sales Services: Campaign screens and customer historical and real-time reports with a click of the mouse.
records are immediately accessible for a 360-degree
view of the customer, including past purchases and
products or services that would best fit their needs.
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Customer Interaction Cloud
Customer Interaction Cloud (CIC) delivers an entire contact center in the cloud and advanced features like call and case
routing functions, universal queuing, supervisory features and controls, and self-provisioning of associates, call routing, QUICK READ
and reports.

23. TeleTech’s Enterprise Innovation solution improves the
efficiency of key back-office functional areas and bridges
the gap to the front office ensuring positive experiences
throughout the customer life cycle.
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24. Enterprise Innovation
Faced with accelerating global competition, compa-
nies must optimize their operations including their
enterprise and back-office business processes.
TeleTech provides innovative services that reduce
costs, streamline operations, and increase revenues
by eliminating bottlenecks that hold back sales.
Internal back-office enterprise projects frequently
get pushed to the back burner by higher visibility
efforts and emergency fire drills. Despite the costly
impact of inefficient or understaffed business proc-
MAKING AMBITOUS GOALS REALITY
esses, back-office processes rarely get the internal
attention that they deserve. At TeleTech, enterprise
outsourcing projects are elevated to a key deliver-
able, and we are focused on improving service met-
rics and levels based on our clients’ expectations.
TeleTech
Solutions Enterprise Innovation
Administration
Finance and Accounting
Logistics and Distribution
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