Ttec : Utilizing It Solutions To Narrow The Customer Experience Divide

Kenneth D. Tuchman, Chairman and CEO Today, customer experience is a powerhouse driving revenue and growth in companies across the world. As the discipline has expanded, so too has the need for robust IT solutions to provide a firm base to the ever so important customer experience (CX.) As the power is now in the hands of customers, companies realize the value of investing in digital solutions that go a long way in delivering impeccable customer experiences. Needless to say, to build and maintain a strong relationship with customers, companies must offer a consistent level of excellence with every experience. And, as more and more customer experiences are going digital, further fueled by the Covid-19 pandemic, it’s up to technology leaders to ensure every customer interaction is seamless across every touchpoint.

For over 40 years, TTEC (NASDAQ: TTEC) has combined service design, strategic consulting, technology platforms and operations excellence to deliver experiences that captivate customers and dramatically improve the bottom line. TTEC is one of the largest global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. With its proprietary cloud-based CXaaS (Customer Experience as a Service) platform, the company delivers leading CX technology and operational CX orchestration at scale. Having served iconic and disruptive brands, TTEC’s outcome-based solutions span across an enterprise, touch every virtual interaction channel, and enhance each step of the customer journey. Leveraging robust IT solutions—next-gen digital and cognitive technology—TTEC designs, builds, and operates omnichannel contact center technology, conversational messaging, CRM, automation (AI / ML and RPA), and analytics solutions. “As the world becomes increasingly reliant on digital technology to work, study, play, communicate and collaborate, companies are seeking trusted partners like TTEC to help them infuse the best of these capabilities into their customer experiences,” says Kenneth D. Tuchman, Chairman and CEO of TTEC.

Bringing the Power of Digital Transformation to Bear

TTEC consultants hold extensive experience in designing digital CX for companies; whether they are starting from scratch or have a plan in place, the company meets them where they are. The company’s data-driven digital experience and CX consulting team help clients create a prioritized roadmap for CX optimization. With an approach that combines a focus on customer experience as well as employee experiences, TTEC ensures that clients optimize a wide range of operational processes. The company analyses clients’ entire ecosystem to design holistic CX and digital strategies that eliminate pain points, reduce churn, and accelerate growth.

As the world becomes increasingly reliant on digital technology to work, study, play, communicate and collaborate, companies are seeking trusted partners like TTEC to help them infuse the best of these capabilities into their customer experiences

TTEC’s CX analytics solutions help clients gain a 360-degree view of their customers and their journeys. This actionable insight helps companies better understand why customers are interacting with them and how to serve them in the best possible way. Customer insight determines which customers are most valuable, have the most potential to spend more, or are at risk of customer churn. By evaluating customer interactions, TTEC delivers operational insights into employee performance and engagement, allowing companies to optimize their business processes continuously. With the help of powerful customer experience analytics tools, TTEC allows clients to integrate siloed data and link those insights to business value. “Through both our Digital and Engage businesses, we bring technology and humanity together by combining advanced analytics, customized CRM, AI-enabled technology solutions, and automation with talented brand ambassadors to deliver happy, loyal customers and breakthrough business results,” notes Tuchman.

Enhancing Customer Experience with Amazon Connect

Acquiring VoiceFoundry, a global partner of Amazon Web Services, in 2020, TTEC has created an end-to-end CX delivery solution for Amazon Connect. The acquisition not only adds Amazon Connect to TTEC’s Humanifytm CX Marketplace, but it also extends TTEC Digital’s Humanifytm Cloud Integration and API platform to AWS, equipping TTEC customers and prospects with cloud contact center optionality and a unified per user per month (PUPM) offering for access to more than 50 enhanced CX applications to complement AWS’s services.

TTEC recently announced that VoiceFoundry, a TTEC Digital Company, will enter the Canadian market in collaboration with Amazon Web Services (AWS) and its cloud contact center service Amazon Connect. This collaboration is aimed at combining cloud technology and human expertise to deliver positive customer experiences for companies across Canada. VoiceFoundry is an industry leader in deploying Amazon Connect and other AWS services that are geared toward creating intelligent interactions across all engagement channels.
VoiceFoundry is uniquely focused on enabling large enterprise clients to improve customer engagement while maximizing the benefits of AWS at scale. As Canadian corporations continue to prioritize digital expansion to improve customer experiences and efficiencies, VoiceFoundry is walking in lockstep with them to help them in this endeavor. VoiceFoundry has been helping AWS customers migrate and operationalize their contact centers in the cloud since Amazon Connect launched in 2017. Canada has tens of thousands of customers who already use AWS, so the ability to deliver Amazon Connect locally will provide companies with immediate access to this highly sought-after capability to radically transform their customer experience and contact centers throughout the region.

Raising the Bar on Customer Experiences

TTEC has announced its partnership with Schwan’s Home Delivery to quickly meet increased customer demand for convenient, high-quality frozen food delivery. To meet the sharp increase in demand for click-to-home dining experiences, Schwan’s Home Delivery approached TTEC with a challenge—design, build, and operate a new virtual customer engagement center as fast as possible. Together, the partners quickly formed a virtual contact center comprised of 110 customer advocates for voice and chat support to help supplement and augment Schwan’s Home Delivery in-house customer care center. In just three weeks, the partners successfully launched a new virtual engagement center— a process that takes other industry peers over months.

Building on the success of the initial engagement, Schwan’s Home Delivery has now decided to expand its relationship by nearly tripling the volume of digital and voice customer interactions that TTEC will manage. Additionally, Schwan’s Home Delivery has selected TTEC’s Humanify® Connect platform, knowledgebase, and customer satisfaction survey mechanism to enhance and manage its customer experience program.

Supporting Vaccine Distribution Initiatives with CXaaS

As COVID-19 vaccine efforts require an efficient automated ordering, distribution, administration, and tracking program, TTEC is actively engaging with clients to avoid overwhelming their contact centers with the help of rapidly trained at-home associates enabled by its secure and tech-agnostic solutions. TTEC’s at-home operations platform powers over 40000 remote agents around the world in completely secure work-from-home environments. Leveraging TTEC’s capabilities, companies can reach patients and citizens via the platforms they prefer for outreach, scheduling, inquiry responses, critical follow-up. In addition, the interactions can be supercharged with asynchronous messaging. Companies also have an opportunity to eliminate redundancies and deflect calls to intuitive self-service, increasing efficiencies and driving down labor costs. They can also gain efficiencies with best-in-class management and seamless optimization of processes with asynchronous back-office support.


Englewood, CO

Kenneth D. Tuchman, Chairman and CEO

TTEC is one of the largest, global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions