Corporate Overview

COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS

For Global 1000 leaders with complex ambitions, TeleTech is the go-to partner for unmatched total value in transforming customer and enterprise goals into new realities.

I NEED A GO-TO PARTNER

TeleTech Solutions
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Technology Innovation Innovation Services

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COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS

Beyond Leadership
Since 1982, TeleTech has thought and acted outside the traditional boundaries of business. This stems from our belief that every challenge brings new opportunities, and were driven to identify these possibilities at every turn. Our ability to quickly adapt to global change has helped companies scale their business, better serve customers, reduce risk, and increase profits along the way. Today, were still on the forefront of whats next in sales, marketing, and customer relationship management plus we have the technology innovations to successfully support these organizations. Throughout our history, weve served as the go-to partner for the worlds most ambitious companies, helping them get to market first with new ideas, new technologies, and new ways of conducting business. TeleTechs ability to equip our clients with the transformative tools that enable their success has led to a proven track record of stability and reliability regardless of whats going on in the rest of the world or within a particular industry.
A Track Record of Expertise
TeleTech has focused on making ambitious goals reality for our clients and their customers. From our earliest days, weve supported the large and rapidly growing customer management market. We enable companies to leverage our emerging technologies and global footprint to meet the rapidly changing needs of their customers. TeleTech has continued to evolve to meet our clients scalability and geographical requirements. We build long-term relationships and create technology advances in customer experience delivery that allow our clients to seamlessly serve their customers around the world. As customer demands rise, enterprises turn to us in greater numbers to learn how to get more from their existing resources.

Todays products and services commoditize quickly. Successful companies know that the service experience defines their brand, and that brand perception drives customer affinity. - Ken Tuchman, Chairman and CEO, TeleTech

Corporate overview

TeleTech Today
For global leaders with complex challenges, TeleTech serves as the go-to partner for unmatched total value. Weve earned an enviable reputation for transforming the goals of our clients and their customers into new ways of thinking, performing, and buying. Our deep operational heritage and unrivaled innovation make it possible for us to solve our clients biggest challenges, deliver revenue growth, and tie our business success directly to their outcomes.
We base everything we do on a philosophy that ultimately transforms our clients business with extraordinary people, solutions, and technology. Our philosophy ensures continuous program improvements and engaging brand experiences. This means that clients experience a decrease in costs to target, acquire, grow, serve, and retain customers. Revenue and customer satisfaction increase. And, our focus on performance-based outcomes helps guarantee results by aligning objectives.

$5 BILLION
is the amount of client revenue driven annually

1980s
outSourcinG
Japanese automakers introduce premium brands to the U.S. market, TeleTech is selected to establish a U.S. customer support infrastructure. Increasing deregulation in telecommunications paves the way for TeleTech to partner with industry leaders to improve the customer experience in an unstable marketplace.

2000s
Virtualization
Technology advances create the opportunity to create borderless global operations. TeleTech expands globally to serve its clients customers in over 85 countries. As the complexity of managing global premise-based technology accelerates, TeleTech leads the industry by creating a centralized global infrastructure and private network. The TeleTech GigaPOP provides virtual access from four consolidated data centers.

Globalization and SaleS

Technology choices explode for consumers creating more complex support challenges. TeleTech expands to manage unprecedented customer care and technical support volumes. The direct sales model for computer manufacturers revolutionizes the tech landscape. TeleTech delivers a direct sales channel that allows manufacturers to adapt and thrive.

1990s

Highlights
Since 1982, TeleTech has focused its business on progressively developing strategic business solutions for every stage of the customer life cycle. TeleTechs innovative experience with integrating customer and enterprise management solutions coupled with world-class employees, partners, and clientshas resulted in many successes over the last three decades, and will continue to position TeleTech as the go-to partner for Global 1000 companies.

community collaboration
Consumers migrate to new social media to interact with companies. TeleTech integrates traditional and emerging channels to provide seamless multichannel support, offering clients innovative ways to engage with their customers.

redefininG the cuStomer experience

As companies increasingly realize that the customer experience defines the brand, the acquisition of Peppers & Rogers Group enables TeleTech to combine strategy with execution. Peppers & Rogers brings 20 years of consulting expertise focused entirely on customer-centric strategies to increase revenue, satisfaction, and brand loyalty. The combination of Peppers & Rogers thought leadership with TeleTechs ability to turn strategy into execution is a key differentiator in todays marketplace.

reVenue Generation
An increasingly competitive marketplace demands new strategies to generate revenue. TeleTech drives revenue growth for clients with specialized marketing and sales tools to enhance public sector, small and medium business (SMB), and education channel sales.

2010s

COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS

Right Solutions. Right Time.

TeleTech offers the best overall value in the business process outsourcing (BPO) industry by focusing on developing long-standing, mutually successful partnerships. This approach enables us to commit financially to leading companies that engage us to help solve their most daunting customer management or enterprise challenges with speed and innovation. Our solutions include:

revenue Generation TeleTechs Revenue Generation solutions deliver more than $5 billion in annual revenue for clients via a comprehensive suite of integrated offerings designed to grow existing revenue, retain valuable customers, and target new markets for additional growth. TeleTech designs and manages thousands of clientbranded e-commerce websites which help implement sophisticated customer targeting and segmentation strategies to optimize the revenue potential in every customer interaction.

customer innovation TeleTechs Customer Innovation solutions are specifically tailored to improve each customers end-to-end experience, helping to build brand loyalty and drive the highest levels of satisfaction across all customer interaction channels in traditional and emerging media. The end result? Lengthier, more profitable customer relationships for your business.

hosted technology TeleTechs technology solutions offer software and infrastructure on a hosted or on-premise basis to enable companies to implement an end-to-end, best-in-class customer management capability that facilitates interaction with customers across all touchpoints on a global scale with lower costs and reduced risk. Our technology delivery method supports on-premise hardware and software or cloud-based solutions to move customer service operations to anywhere in the world, at any time.

We base everything we do on a philosophy that ultimately transforms our clients business with extraordinary people, solutions, and technology.

Corporate overview

enterprise innovation TeleTechs Enterprise Innovation solutions involve the redesign of front- and back-office processes to significantly advance your ability to obtain a customercentric view of your relationships and to capitalize on greater up-sell and/ or cross-sell opportunities while optimizing the customer experience. We drastically improve efficiency by applying proven expertise, global staffing, and management resources to a companys business processes. Learning innovation TeleTechs Learning Innovation solutions increase speed to proficiency as well as reduce learning curves and training expenses. In addition, TeleTech utilizes a blended methodology which includes virtual job-simulation environments, eLearning courses, interactive social media networking and collaboration, as well as intuitive 3D and game-based learning courses.

Professional services TeleTechs consultants deliver innovative and high-quality customer-centric solutions that drive enhanced market share, increased revenue, improved customer segmentation strategies, actionable data analytics and optimized business processes and operations.

Customer Innovation

Enterprise Innovation

Revenue Generation

Learning Learning Innovation Innovation

Hosted Technology

Professional Services

Fast Facts
TeleTech has over 250,000 users on client-

branded e-commerce websites for simplified customer transactions

3.5 million customer interactions per day

across the globe

Our Learning Innovation team averages 8.5

million learning hours per year

COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS

Cultivating Industry Standards

TeleTech continues to demonstrate success across more than a dozen industries. We offer integrated verticalspecific global solutions that respond to the needs of hundreds of clients and millions of their customers. By fostering a collaborative environment in all aspects of the business, TeleTech designs, implements, and manages critical business processes for innovative companies to help improve their customers experiences, expand their strategic capabilities, increase their operating efficiencies, and ultimately generate more revenue.

By delivering a high-quality customer experience through the effective integration of customer-facing frontoffice processes with internal back-office processes, we enable our clients to better serve, grow, and retain their customer base for various industries including:
communications and media Providing robust integrated systems and world-class processes to dramatically grow revenue and increase the depth of customer relationships in a communications driven world. For our clients, this means increased market share through high-margin services and expanded networks while offering customers in-demand products and the latest industry technology. Financial services Offering systems, tools, and capabilities in order to rebuild our clients asset base, develop new, sustainable operating models, and create a trust-leadership position with customers and businesses. TeleTech offers clients solutions that deliver measurable results quickly, while reducing risk, increasing profits, and boosting client satisfaction along the way. healthcare Delivering the people, processes, and technology for the highest performance in order to respond to an evolving regulatory environment and ensure care for members when they need it. For TeleTech clients, this means the highest levels of efficiency to generate reliable profits while enhancing the member experience and serving the healthcare industrys individual needs. technology Leveraging a new era of technology capabilities, developing sustainable operating models, and creating a different view of value. For Global 1000 high-tech, high-demand companies, the ability to deliver relevant messages through multiple communication channels is what helps customers better understand, and adapt to, ever-evolving technologies. Government Providing government agencies with the most advanced hosted cloud-based technology; seasoned professionals familiar with the needs and issues facing public agencies; and superior, cost-effective customer service methodologies. Automotive TeleTech has extensive experience providing customized customer management and revenue generation solutions for the auto industry. Our expertise includes direct marketing and customer retention, distributor and retailer support, and customer acquisition and loyalty programs. retail TeleTechs retail capabilities range from closing the sale through all channels to providing high-quality online customer support to sustaining seasonal peaks in customer interaction volume.

Corporate overview

Ready to Get Started?

Theres no question that companies tap every resource to ensure that they attract and retain customers, increase revenues, and minimize costs. Thats why now, more than ever, TeleTech has become the go-to thought leader to which global companies turn.

contact us today Sales Contact: Phone: 800.TELETECH or 303.397.8100 (outside the U.S.) E-mail: solutions@teletech.com

investor relations Investor Contact: Phone: 800.TELETECH or 303.397.8100 (outside the U.S.) E-mail: investor.relations@teletech.com

media relations Media Contact: Phone: 800.TELETECH or 303.397.8100 (outside the U.S.) Or on the web at: www.teletech.com

North AmericA 9197 South Peoria Street Englewood, Colorado 80112-5833 Phone: 1.800.TELETECH or +1.303.397.8100 (outside the U.S.) Fax: +1.303.397.8199 e-mail: solutions@teletech.com

AsiA-PAciFic ANd southeAst AsiA Australia and New Zealand 154 Pacific Highway St. Leonards NSW 2065 Australia Phone: + 61 2 9844 1100 Fax: + 61 2 9930 1630 e-mail: solutions@teletech.com Philippines Building F, SM Corporate Offices 1000 Bay Boulevard, SM Central Business Park Pasay City, 1300 Philippines Phone: + 63 2 5529730 Fax: + 63 2 5529789 e-mail: solutions@teletech.com

LAtiN AmericA Argentina Chacabuco 175 C1069AAC - Buenos Aires Argentina Phone: + 54 11 4121 7800 Fax: + 54 11 4131 7007 e-mail: solutions@teletech.com Brazil Av. Maria Coelho Aguiar, 215 Bloco A 7 andar Sao Paulo, SP, 05805-000 Brazil Phone: + 55 11 3747 7967 Fax: + 55 11 3747 7764 e-mail: info@teletech.com.br costa rica Zona Franca del Este San Gabriel de Calle Blancos San Jose Costa Rica Phone: + 506 2507 5829 Fax: + 506 2223 0081 e-mail: solutions@teletech.com mexico Plaza de la Republica num. 43 Col. Tabacalera Mexico City, Mexico D.F., C.P. 06600 Mexico Phone: + 52 55 9140 5337 Fax: + 52 55 5566 5300 e-mail: solutions@teletech.com

euroPe, middLe eAst, ANd AFricA 81-85 Duncairn Gardens Belfast BT15 2GQ United Kingdom M4 3AQ Phone: + 44 28 9057 5000 e-mail: EMEA@teletech.com

www.teletech.com

2011 TeleTech Holdings, Inc. All rights reserved.