TTEC Strengths, Domain Expertise, and Key Differentiators
TTEC's strengths lie in its comprehensive suite of services tailored to enhance customer experiences.Its key differentiators set it apart in the competitive landscape, offering innovative solutions that captivate audiences and drive brand loyalty.
TTEC boasts extensive domain expertise garnered over decades of industry leadership, ensuring that its strategies and implementations align seamlessly with client objectives.Its diverse product portfolio, encompassing both consulting and technology solutions through TTEC Digital and operational services via TTEC Engage, enables clients to access a holistic approach to customer engagement.
Through its global presence and commitment to customer-centric values, TTEC consistently delivers on its promise of delivering simple, human-centered experiences across all channels, reaffirming its position as a trusted partner in the realm of customer experience management.
TTEC Recent Developments
In 2023, TTEC's ,the company unveiled the inauguration of a state-of-the-art customer experience delivery center in Brazil, marking a significant milestone in its global operations. Established as part of TTEC's commitment to enhancing customer engagement solutions through advanced technology and services, the new center in São Paulo signifies the company's dedication to meeting the evolving needs of its clients worldwide. With over two decades of presence in Brazil, this strategic move not only reinforces TTEC's stronghold in the Brazilian market but also underscores its determination to provide superior service to its diverse clientele.
In June 2020, TTEC has significantly strengthened its FedRAMP-authorized cloud contact center solution to include best-in-class WFO, CRM and AI applications.
TTEC's government contact center-as-a-service (CCaaS) solution is already authorized by the Federal Risk and Authorization Management Program (FedRAMP) and is the only Cisco-powered omnichannel platform listed on the FedRAMP Marketplace. The company's expanded security authorization includes capabilities from best-of-breed CX technology partners including:
Verint workforce optimization (WFO) Nuance for voice and conversational IVR Google AI integration capabilities to deliver a frictionless citizen experience CRM integration adaptors that include Microsoft Dynamics, Salesforce and ServiceNOW through a partnership with Bucher + Suter In addition, TTEC announced it has pending IL4 (FedRAMP+) authorization to offer clients an even deeper level of security and data protection.
TTEC Mergers and Acquisitions (M&A) Activities
In 2023, TTEC's strategic focus on mergers and acquisitions is evident, with the consolidation of several businesses and practice areas under the umbrella of TTEC Digital. This move, effective March 15, 2023, marks a significant milestone in TTEC's 40-year history. Through the integration of acquired entities such as Aria, Avtex, Serendebyte, and VoiceFoundry, alongside existing TTEC practice areas like CX Consulting and Analytics, TTEC Digital emerges as a comprehensive CX services and consulting firm.The transition to TTEC Digital signifies a cohesive approach to delivering digital consulting and technology services, reinforcing TTEC's commitment to humanizing the customer experience.
TTEC has acquired VoiceFoundry, a global partner of Amazon Web Services, creating an end-to-end CX delivery solution for Amazon Connect.
The acquisition not only adds Amazon Connect to TTEC's Humanify CX Marketplace, but it also extends TTEC Digital's Humanify Cloud Integration and API platform to AWS, providing TTEC customers and prospects with cloud contact center optionality and a unified per user per month (PUPM) offering for access to over 50 enhanced CX applications to complement AWS's services.
In February 2020, TTEC has acquired a majority interest in Serendebyte, an intelligent automation CX solutions provider. Serendebyte helps companies transform their customer and employee experiences by improving sales process automation, customer service, marketing automation and operations/compliance for large enterprises. Serendebyte strengthens TTEC's ability to deliver intelligent automation solutions globally. The acquisition also expands TTEC's network of engineers and developers to provide a combination of robotics-powered case management, AI and analytics.
In 2019, TTEC acquired FCR, a U.S.-based digitally-enabled customer experience provider focused on the direct to consumer, e-commerce and hypergrowth markets. FCR is a provider of innovative customer care, social media community management, content moderation, technical support and business process solutions for emerging and digitally native hypergrowth clients. FCR will retain its name and become a stand-alone entity inside TTEC's Engage business.
TTEC Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying TTEC applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of TTEC and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified TTEC Humanify customers.
TTEC Overview
6312 South Fiddler's Green Circle Suite 100N
Englewood, CO, 80112, United States
1 303-397-8100
https://www.ttec.com/
Ownership: - NASDAQ : TTEC
Number of Employees: 69400
Functional Markets: Collaboration, CRM,
Key Verticals: Automotive, Banking and Financial Services, Communications, Consumer Packaged Goods, Distribution, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Media, Professional Services, Retail, Transportation,
TTEC Key Enterprise and Cloud Applications
TTEC Humanify
TTEC Revenues, $M:
| Type/Year | 2022 | 2023 | YoY Growth, % |
|---|---|---|---|
| Total Revenues, $M | Subscribe | Subscribe | Subscribe |
| Enterprise Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
| Cloud Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
TTEC Revenue Breakdown By Type, $M:
TTEC Enterprise Applications Revenues By Functional Markets, $M:
TTEC Enterprise Applications Revenues By Verticals, $M:
TTEC Revenues By Region, $M
| Region | % of Total Revenues | 2023 Total Revenues, $M | 2023 Enterprise Applications Revenues, $M | 2023 Cloud Applications Revenues, $M |
|---|---|---|---|---|
| Americas | Subscribe | Subscribe | Subscribe | Subscribe |
| EMEA | Subscribe | Subscribe | Subscribe | Subscribe |
| APAC | Subscribe | Subscribe | Subscribe | Subscribe |
| Total | Subscribe | Subscribe | Subscribe | Subscribe |
TTEC Direct vs Indirect sales
| Region | Direct Sales | Indirect Sales | Total |
|---|---|---|---|
| Type % | Subscribe | Subscribe | Subscribe |
| Revenues, $M | Subscribe | Subscribe | Subscribe |
TTEC Customers - Breakdown by Geo, Size, Vertical and Product
List of Verified TTEC Customers
No. of TTEC Customers: 775
No. of TTEC Enterprise Applications Customers: x
No. of TTEC Cloud Customers: x
No. of TTEC Cloud Subscribers: x
TTEC boasts a robust clientele exceeding 775 across the globe, showcasing a diverse portfolio of iconic blue-chip brands, Fortune 1000 entities, and disruptive growth companies.
The company's customer base reflects its extensive reach and effectiveness in delivering tailored solutions to meet various industry needs. This expansive network underscores TTEC's commitment to serving clients across different regions and industries, ensuring personalized support and innovative strategies for each unique business challen
TTEC Market Opportunities, M&A and Geo Expansions
TTEC stands at the cusp of numerous opportunities, propelled by its strategic maneuvers and forward-looking vision. At the forefront are market opportunities, both on the horizontal and vertical scales, offering avenues for expansion and diversification.
With an eye on global reach, TTEC aims to penetrate new regions, tapping into emerging markets ripe with potential.The recent consolidation of various businesses and practice areas under TTEC Digital signifies a pivotal moment in its evolution. By integrating acquired entities alongside existing expertise, TTEC Digital emerges as a formidable force in CX services and consulting. This transition underscores TTEC's unwavering commitment to enhancing customer experiences while embracing the digital frontier.
Through its Cisco channel partnership, TTEC is expanding its addressable market to Cisco’s millions of on-premises users. These on-premises users are eager to migrate to the cloud, adopt more Intelligent Automation, and accelerate their digital transformation with TTEC Digital.
TTEC Risks and Challenges
In 2024, TTEC appointed Kenneth "Kenny" R. Wagers III for Chief Financial Officer,marking a significant move in its leadership amidst a transformative period in the customer experience technology and services market. This appointment, while reflective of TTEC's commitment to enhancing its financial strategies, also brings forth a set of both internal and external risks and go-to-market challenges,however navigating the evolving landscape of AI-enabled CX solutions will require adept management of market volatility, technological disruptions, and competitive pressures.
TTEC investments in technologies and integrated solution development may not lead to increased revenue and profitability. If TTEC is not successful in creating value from these investments, there could be a negative impact on TTEC's operating results and financial condition.
In 2019, their top five and ten clients represented 37% and 50% of total revenue.
TTEC Ecosystem, Partners, Resellers and SI
The TTEC Ecosystem leverages an array of technology integrations and strategic partnerships, solidifying its position as a pivotal player in the realm of customer experience solutions. Collaborations with industry giants like Cisco, LivePerson, and Pegasystems not only enhance the company's offerings but also foster network effects through system integrators and value-added resellers.
These partnerships underscore TTEC's commitment to innovation and its ability to cater to the evolving needs of large enterprises, particularly in the migration towards cloud-based CX technology.
TTEC Cloud Infrastructure Insights
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- TTEC Public Cloud and Infrastructure (IaaS)
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Research Methodology
Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
For additional information on our methodologies, here's the link:
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