TeleTech to Host Cisco Phone and Portal Infrastructure for Customer Interaction Cloud Solution
ENGLEWOOD, CO, Aug 04, 2010—TeleTech Services Corporation, a subsidiary of TeleTech Holdings, Inc. (TTEC 13.50, +0.34, +2.58%) , one of the largest global providers of technology-enabled business process outsourcing ("BPO"), revenue generation and on-demand solutions, today announced that it is hosting Cisco telephony and portal infrastructure for the Customer Interaction Cloud, a multichannel contact center solution made available by Cisco and Salesforce.com.
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Customer Interaction Cloud combines TeleTech’s On Demand cloud-based hosted network infrastructure with Cisco’s Unified Contact Center. The flexibility of the pre-configured contact center solution allows small and midsize businesses to take advantage of enterprise-class technologies at an attractive price point. Customer Interaction Cloud follows a cloud-computing or software-as-a-service (SaaS) model allowing customers with a simple broadband connection to access and rapidly deploy an innovative contact center solution without a capital investment.
The SaaS model is changing the way companies think about their business. Rather than adding complexity and increasing fixed cost budgets, SaaS allows companies of all sizes to enjoy a variable-cost model without any capital investment. In addition, ongoing maintenance and upgrades are simplified due to the cloud based infrastructure.
“By combining the skills of two industry leaders, we have created a cloud-based, multichannel solution to meet today’s complex contact center requirements. The pre-integration of all components dramatically simplifies deployment and day-to-day use,” said Ken Tuchman, chairman and chief executive officer of TeleTech. “We are excited to work with Cisco to jointly deliver the next generation of multichannel contact center functionality.”
“As an industry leader in providing customer care solutions, Cisco seeks to collaborate with like-minded organizations that focus on customer success. We are working with TeleTech because of their expertise, industry leadership and history of innovation in developing next generation solutions designed to meet the demands of customer contact centers. Working together, we’re able to help our customers increase operational productivity, and improve total cost of ownership in their contact centers,” commented John Hernandez, vice president and general manager of the Cisco Customer Collaboration Business Unit.
Utilizing its proprietary technology infrastructure and hosted technology management skills honed over its 28-year history, TeleTech is providing Cisco with both the telephony and portal infrastructure that eliminate the complexities involved in creating, managing and deploying a world-class contact center. TeleTech’s portal infrastructure allows contact center administrators to quickly set-up and activate key contact center telephony components using self-service capabilities. The single interface portal also allows administrators to provision, activate and modify telephony configurations to meet their specific needs for telephone circuits, Interactive Voice Response (IVR) and automatic call distribution routines.
Please visit the Customer Interaction Cloud website for additional product information.
ABOUT TELETECH
TeleTech is one of the largest and most geographically diverse global providers of technology-enabled business process outsourcing solutions. TeleTech and its subsidiaries have a 28-year history of designing, implementing, and managing critical business processes for Global 1000 companies to help them improve their customers’ experience, expand their strategic capabilities, and increase their operating efficiencies. By delivering a high-quality customer experience through the effective integration of customer-facing front-office processes with internal back-office processes, we enable our clients to better serve, grow, and retain their customer base. We use Six Sigma-based quality methods continually to design, implement, and enhance the business processes we deliver to our clients and we also apply this methodology to our own internal operations. TeleTech and its subsidiaries have developed deep domain expertise and support more than 270 business process outsourcing programs serving approximately 90 global clients in the automotive, communications and media, financial services, government, healthcare, retail, technology and travel and leisure industries. Our integrated global solutions are provided by more than 42,500 employees utilizing 34,700 workstations across 69 delivery centers in 16 countries. For additional information, visit http://www.teletech.com.
Cisco, the Cisco logo, and Cisco Systems are registered trademarks or trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.
Salesforce.com is a registered trademark or trademarks of Salesforce.com and/or its affiliates in the United States and certain other countries.
SOURCE: TeleTech