COMPREHENSIVE CUSTOMER AND ENTERPRISE SOLUTIONS

SOLUTIONS CATALOG

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MAKING AMBITIOUS GOALS REALITY™

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TAB

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TELETECH SOLUTIONS

1 Customer Innovation

2 Customer Care

2 Technical Support

3 TeleTech@Home

4 Online Customer Support

5 Social CRM

6 Revenue Generation

8 Lead Generation

9 Customer Acquisition

10 Account Management

10 Customer Retention

11 Service to Sales

11 Marketing Analytics

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

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

The TeleTech Solutions Catalog is a high-level architecture

of our go-to-market solutions and product categories.

This catalog should help you begin to understand the

strategy and value proposition offered by TeleTech.

About this Catalog

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TeleTech offers premium

customer care services by

more than 40,000 employees

in over 26 languages across

67 delivery centers providing

services to our clients’

customers in 85 countries.

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Copyright 2010© TeleTech Holdings, Inc.

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

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

direct, self-service, online, and collaborative interactions.

TeleTech handles over 3.5 million customer interactions

worldwide every day with 99.95% network uptime.

Customer Innovation

Customer InnovationCustomer Care

Technical Support

TeleTech@Home Support

Online Customer Support

Social CRM

TeleTech Solutions

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Customer Care

TeleTech offers premium customer care services by more

than 40,000 employees in over 26 languages across

67 delivery centers providing services to our clients’

customers in 85 countries. TeleTech’s customer care

programs include all of the required talent targeting,

acquisition, onboarding, and training needed to fully

develop our professional customer care associates in

all required skill sets. Comprehensive quality assurance

monitoring, one-on-one coaching, and workforce

management ensure that all client requirements and key

performance indicators are met or exceeded. TeleTech

begins all of our business process outsourcing efforts

with the idea that better employees, better training, and

better reward and recognition programs create a better

service experience for our clients’ customers.

Our associates are thoroughly versed in our clients’

product sets, support processes, and corporate cultures.

Access to continually updated client knowledge bases

and process improvement feedback loops keep the

team’s quality and performance at industry-leading levels.

Technical Support

Differentiated technical support is becoming

increasingly important, as more and more users rely

on computer-based and internet-connected devices

to do their jobs and communicate online. TeleTech

provides the technical support our clients need to

keep their customers functional on the job and at

home. By providing timely support, we enhance the

value of our clients’ brands.

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. We operate multiple

technical support programs globally for some of the

world’s largest companies in the telecommunications,

financial services, computer hardware, and software

industries. TeleTech provides both business and

consumer-based technical support for simple and

complex offerings across a variety of platforms

including inbound and outbound voice, chat, social

media, and e-mail response.

TeleTech offers the services that matter most

to our clients and their customers – including

complete customer care, technical support,

revenue generation, order and return man-

agement, billing services, account manage-

ment, and customer notifications. We deliver

these services the way customers want — from

traditional voice, chat, and e-mail solutions

to new, cutting edge Social CRM and robust

at-home technology and workforce solutions.

Customer Care TeleTech’s customer care programs include all of the required talent targeting, acquisition, onboarding, and training 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.

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TeleTech@Home

TeleTech@Home is a sophisticated outsourcing solution

providing access to robust work-at-home technology

in addition to a well-educated, highly specialized, and

flexible workforce for our clients’ most important and

complex customer interaction work. 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.

The unique features of a virtual work-at-home position

allow access to a more experienced and educated talent

pool. The average age of a TeleTech@Home associate

is 40 years while their experience in the business world

averages 10 years. TeleTech@Home associates score

an average of 5-10% higher in quality and customer

satisfaction metrics than traditional service delivery

center associates.

TeleTech@Home also provides secure “work anywhere”

flexibility, allowing associates to connect into the

TeleTech GigaPOP® network through our proprietary

WorkBooth® technology. WorkBooth® enables TeleTech

to “push” all required content to the associate’s desktop

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.

TeleTech@Home offerings include:

1 Full Service: A fully integrated, safe, secure

work-from-home program serviced and managed

completely by TeleTech.

2 Disaster Recovery: Allows clients to replicate contact

centers virtually following a disaster to maintain business

continuity. A portion of their staff is trained to work from

home in a replicated service delivery environment.

3 Virtual Support: Clients can utilize TeleTech’s virtual

GigaPOP technology to quickly address seasonal or

other volume spikes by quickly mobilizing a workforce

anywhere and at any time.

4 Managed and Hosted Services: Leverage TeleTech@

Home secure and virtual service delivery technology

while the client maintains their own customer care and

supervisory staff. This solution includes TeleTech’s

superior at-home technology and infrastructure including

our GigaPOP, automatic call distribution (ACD),

TeleTech@Home desktop support, and our secure

WorkBooth® technology.

5 Hub and Spoke: Allows clients to extend the capacity of

brick-and-mortar centers to address seasonal call spikes

while avoiding investment costs for additional facilities.

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.

TeleTech@Home associates score an average of 5-10% higher in quality and customer satisfaction metrics than traditional service delivery center associates.

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Online Customer Support

For clients wishing to extend their customers’

support experience through the internet, TeleTech

delivers online customer care services and live help

over the Web. TeleTech provides an integrated set

of voice, chat, e-mail, and e-commerce response

services that enable businesses to deliver just-in-

time, personalized, online interactive assistance.

As a result, clients can increase online sales and

customer acquisition, improve customer satisfaction

and retention, and reduce customer service costs.

TeleTech delivers an integrated total care solution that

can handle multiple online interactions across all lines

of business, and all geographies. Sales and service

requests can be transferred without disconnecting the

customer session enabling first contact resolutions;

and TeleTech Online Associates have access to chat

sessions, e-mail, and VoIP soft phones so customers

receive a quality multichannel experience without

being transferred from channel to channel. TeleTech’s

online support products can be deployed quickly

and easily to any client website through a hosted,

software-as-a-service (SaaS) platform.

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

concurrent chat sessions and chat representatives

responding to e-mails during idle time. Customers can

also print or e-mail a record of their chat transcripts, and

an exit survey can be offered at the end of every session

to measure customer satisfaction with online support.

TeleTech Online Support products include:

1 Online Support Professional Services: Consulting

and planning services for online support strategy,

analytics, and integration.

2 Chat and Voice Associates: Specially-trained

associates working on chat-enabled workstations can

provide advanced customer service and support over

client websites.

3 Click-to-Chat: Engage multiple customers at once

through web-based chat sessions initiated by

customers or targeted to customers based on

proactive chat technology.

4 Click-to-Call: Drive revenue and first contact resolution

by deploying interactive live voice services from the

client’s website. Enable associates to push URLs and

co-browse the website with customers and prospects.

Online Customer Support TeleTech delivers online customer care services and live help over the Web. TeleTech provides an integrated set of voice, chat, e-mail, and e-commerce response services.

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Social CRM

For strategic business leaders looking to leverage

social networks to improve customer experience and

satisfaction, TeleTech delivers Social CRM products

that empower customer advocates, enable customer

reference selling, improve brand control, and extend the

reach of customer service. More than simply monitoring

social sites or creating fan pages, TeleTech delivers

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.

3 Social Interaction Center: Specially-trained associates

working on social-enabled workstations can provide

advanced customer support, monitoring, and content

moderation services over multiple social media channels.

4 Social Knowledge Services: Hosted knowledge and

integration services that link social knowledge bases to

traditional contact center knowledge and CRM systems

to drive better customer experience and first contact

resolutions across all channels.

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 multiple voice, web, and chat support channels.

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We drive over $5 billion in client

revenue annually, and have sold

$25 billion in revenue for our

clients over our 28-year history.

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Copyright 2010© TeleTech Holdings, Inc.

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

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

in about five weeks.

Revenue Generation

Revenue GenerationLead Generation

Customer Acquisition

Account Management

Customer Retention

Service to Sales

Marketing Analytics

Electronic Direct Marketing

TeleTech Solutions

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TeleTech excels at deploying cost-effective

sales and retention programs that address

every stage in the customer life cycle across

all major market segments. We drive over $5

billion in client revenue annually, and have

sold $25 billion in revenue for our clients over

our 28-year history. TeleTech has developed

a number of proprietary sales databases that

our clients can leverage. As an example, we

have over 47,000 public buying organiza-

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.

Unlike other providers, TeleTech is able to integrate all

of the required capabilities, tools, and technology into

a single comprehensive revenue generation offering

that includes:

• Highly experienced and trained lead generation

sale professionals

• Comprehensive sales contact databases

• DCRM, our proprietary customer relationship

management tool

• Marketing analytics for customer targeting

and segmentation

• Electronic direct marketing for both campaign marketing

and personalized sales representative communications

• Personal Pages, client-branded e-commerce websites

for simplified customer transactions

• Efficient order entry and Quote-to-Cash systems for

faster revenue realization

Lead Generation

TeleTech’s lead generation program starts with setting

solid lead targeting and profiling criteria with the client.

Once goals are established, TeleTech’s expert marketing

analytics organization compiles a target database

that matches the marketing goals. TeleTech performs

analytics to ensure a successful program start; analytic

programs include propensity modeling, customer

segmentation, regression analysis, de-duplication, and

do-not-call scrubbing. While initial program analytics

are being performed, TeleTech’s Talent Acquisition team

actively recruits, hires, and trains the lead generation

professionals needed to contact the entities on the

lists. TeleTech’s sales professionals generate, qualify,

nurture, and transition leads to a client’s sales force.

During any program, TeleTech continually monitors

performance against sales pipeline targets while

improving performance through analytics, sales

coaching, quality assurance monitoring, and detailed

client reporting.

Lead Generation TeleTech performs analytics to ensure a successful program start; analytic programs include propensity modeling, customer segmentation, regression analysis, de-duplication, and do-not-call scrubbing.

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Customer Acquisition

For organizations seeking faster time-to-market

performance and greater return on investment from

every deployed marketing dollar, TeleTech offers

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. These inside sales teams quickly

become expert at selling both new and established client

product lines. State of the art associate productivity

tools combine with individual and team call coaching

to create an environment of sales excellence and

continuous improvement.

To complement our sales teams, we also deploy

dynamic, integrated Electronic Direct Marketing (EDM)

touchplans to increase bottom line profitability. Marketing

Analytics provide our sales management teams with

the end-to-end analytics tools needed to uncover new

revenue opportunities, develop EDM campaigns, and

monitor every aspect of program productivity.

Other Customer Acquisition offerings include:

1 TeleTech Quote-to-Cash: A proprietary system

that enables efficient order entry and

management so that our clients can realize

revenues sooner. 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%. This enables

more transactions to be completed in a day and

allows sales representatives to focus on what they

do best – selling.

2 TeleTech Personal E-commerce Sites: TeleTech

also delivers client-branded, personalized

e-commerce websites for self-service customer

transactions. TeleTech currently has over 250,000

registered users on its personalized e-commerce

sites. In conjunction with the TeleTech

Quote-to-Cash platform, TeleTech E-commerce

delivers customer-personalized websites that take

just a few mouse clicks to customize and deploy.

This instantly delivers a new sales channel and

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.

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. 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.

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Account Management

TeleTech focuses on growing, developing, and

strengthening sales relationships to create new sources

of stable, recurring revenue. Our clients experience

lasting benefits from our commitment to long-term

account development and growth.

TeleTech account retention and development systems

ensure that our clients grow their share of wallet with top

accounts, quarter to quarter, year to year. With efficient

TeleTech sales and marketing solutions in place for

their key product lines, we can design market coverage

strategies that meet the client’s long-term goals.

TeleTech can manage new demographic segments,

whole geographies, or reach accounts that are under-

served by existing sales resources. TeleTech solutions

scale to fit client needs with exceptionally low expense-

to-revenue ratios.

Additionally, building a successful customer retention

and development program involves much more than just

excellence in sales. TeleTech analytics, marketing, and

transaction processing ensure long-term success.

Customer Retention

TeleTech offers proven capabilities in the entire sales

process – including retention and growth. The flexibility

and power of our fully-integrated sales, marketing,

and analytics services enable clients to stay engaged

with their customers on any scale and at any depth.

TeleTech can design and deploy effective, multichannel

touchplans that span the entire customer life cycle – from

acquisition, conversion, account penetration, retention,

and reactivation. 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. With our cross-industry experience in

prospect identification and targeting, complex lead

generation, sales stimulation, and comprehensive

retention and reactivation campaigns – TeleTech can

retain and grow our clients’ customers. TeleTech

customer retention offerings include loyalty campaigns,

churn reduction programs, account reviews, cross-sell

and up-sell programs, and save desk services.

Account Management TeleTech account retention and development systems ensure that our clients grow their share of wallet with top 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.

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Service to Sales

Keeping customers engaged and providing consistent

returns in the current economic environment is the top

challenge that even the highest performing companies

now face. To remain viable, companies need to target

new revenue opportunities but may not have the

expertise or budget to do so internally. One key area

often overlooked is the revenue potential inherent in

day-to-day contact center operations. Contact centers,

traditionally viewed as a required expense to serve,

actually contain a huge profit potential if managed

correctly. Customers touch contact center operations

more than any other part of a company’s organization.

TeleTech has increased client revenue by as much as

30% by deploying Service to Sales.

TeleTech’s Service to Sales concept entails leveraging

the existing flow of naturally occurring inbound customer

service and technical support contacts (voice or chat)

and introducing a revenue generation component.

Service to Sales integrates revenue generation as a top

key performance indicator in traditional contact center

operations. The product focuses on three key areas to

drive sales success: operational process transformation,

extensive training and coaching 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

TeleTech marketing plans intelligently integrate campaign

marketing, analytics, and direct marketing to deliver a

strong return on investment and build customer loyalty.

TeleTech knows intelligent database and campaign

analyses lead to higher response and conversion

rates. At TeleTech, 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.

Marketing analytics services include:

1 List Acquisition and Customer Database:

We provide targeted lead generation and sales lists,

and develop customer databases based on customer

transaction data.

2 Campaign Development and Automation: Database

marketing, including testing and optimization, is

used to develop campaigns with follow-up

performance analysis.

3 Marketing Analytics: We develop customized

propensity modeling and perform segmentation analyses

to identify targets most likely to respond to a specific

offer or message.

4 Sales Reporting: We drive increased sales performance

by monitoring key performance indicators and identifying

opportunities to boost program performance.

5 Web Analytics: We leverage website data, such

as customer activity and usability, to improve

website performance and enhance the

e-commerce experience.

Service to Sales Focuses on three key areas to drive sales success: operational process transformation, extensive training and coaching 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.

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Electronic Direct Marketing

Using a dynamic rules-driven approach that enables

us to deliver the right offer to the right customer at the

right time, TeleTech can design and execute multi-touch

integrated electronic direct marketing (EDM) programs

that enhance the lifetime value of each customer

relationship. The quantity and sophistication of these

integrated e-mail contacts can range from simple e-mails

pushed by an outbound sales representative 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.

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.

3 Event Triggers E-mails: Highly effective cross-sell,

up-sell, and retention touches that are automatically sent

following a recent sale, when products are abandoned in

a shopping cart, after a specified number of purchases,

before a warranty expires, and more.

4 Subscription-based E-mails: Address customer-set

preferences and provide special offers and product

updates based on their preferences. TeleTech sets

up a hosted URL where the self-service features can

be activated.

5 Additional Services: HTML eQuotes, transactional

HTML invoicing, business rules engine, and intranet or

internet sales reporting for a full EDM solution.

Electronic Direct Marketing TeleTech can design and execute multi-touch integrated electronic direct marketing (EDM) programs that enhance the

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.

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...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.

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Copyright 2010© TeleTech Holdings, Inc.

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-

ice operations to anywhere in the world, at any time.

Hosted Technology

Hosted TechnologyHosted OnDemand Contact Center

Automated Voice Services

Knowledge Management Services

Customer Alerts and Notifications

Associate Productivity Suite

Customer Interaction Cloud

TeleTech@Home

TeleTech Solutions

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Unlike risky internal projects or smaller cloud-based

startups, 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. TeleTech is the chosen provider

for some of the largest service delivery operations in

the world because of its ability to rapidly scale to meet

changing market conditions.

TeleTech’s hosted technology solutions provide clients

with an attractive set of options. TeleTech can move

client contact centers to the cloud, improve contact

center productivity, and integrate social media into

customer relationship management offerings. Altogether,

we help clients enhance their operations with lower

costs, reduced risk, and higher customer satisfaction.

Hosted OnDemand Contact Center

TeleTech leads the contact center market in technology

innovation. Throughout our history, we have continuously

invested in our GigaPOP infrastructure. Our global VoIP

backbone delivers high-quality customer calls anywhere

in the world. With automatic call distribution (ACD), we

route multichannel customer interactions to the right

associate regardless of their location. With computer

telephony integration (CTI), we integrate customer

information with incoming calls and our interactive voice

response (IVR) service automatically guides incoming

customer calls to the best resource or provides self-

service IVR functions.

Hosted OnDemand Contact Center offerings include:

1 Automatic call distribution (ACD) services

2 Interactive voice response (IVR) services and applications

3 Our proprietary, hosted quality assurance (QA)

application - EyeQ360

4 Computer telephony integration (CTI) applications

and services

5 Our proprietary customer interaction management and

dynamic scripting solution - Expert Insite

6 Online services like Click-to-Chat and Click-to-Call

7 E-mail and text support (SMS/MMS)

8 eWorkforce management (eWFM) solutions

9 Hosted Knowledge Management and Social

Knowledge Services

10 TeleTech@Home Hosted Solutions including

TeleTech@Home desktop support and our secure

WorkBooth® technology

TeleTech manages a growing number of

service delivery centers worldwide as well as

a robust at-home workforce. This motivated us

to centralize our IT infrastructure into the global

TeleTech GigaPOP® network which separates

our IT infrastructure from our physical serv-

ice centers. TeleTech clients can meet rap-

idly changing service requirements by adding

service delivery resources from anywhere in

the world without installing new infrastruc-

ture. Through our consolidated data cent-

ers, clients benefit from global access to all

major markets. This provides simplified

interactions with customers at every turn

through our technology solutions, hosted

services, and VoIP services.

Hosted OnDemand Contact Center Our GigaPOP infrastructure delivers over 2.5 billion VoIP minutes per year to over 40,000 associates around the world.

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.

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11 Quote-to-Cash and order entry and

management systems

Automated Voice Services

Our comprehensive, self-help services reduce costs

while reaching more customers. TeleTech offers touch-

tone and speech-based hosted IVR applications with

personalized user interfaces that can be customized

to meet individual customer care, commerce, and

information service needs. By reducing or eliminating

long waits and hold times, clients can improve

satisfaction and capture lost revenue opportunities.

TeleTech’s automated voice services also include

automated customer satisfaction (CSAT) surveys that can

be offered to customers after every interaction or to a

select group of customers at any given time. Automated

CSAT ensures that clients can continually measure their

customers‘ experience in real-time for service delivery

improvement programs.

Customer Notification Services

TeleTech has extensive experience implementing and

managing successful outbound contact programs both

from an operational and a technology perspective – for

sales, collections, customer service, and lead generation.

The TeleTech customer notification and dialer engineering

and operations team has over 125 years of combined

experience in designing, deploying, and operating

outbound customer dialer campaigns globally.

TeleTech’s customer notification services include:

Lead management; dialer management; disposition

management; associate desktop integration; and

reporting. Additional features include call recording

via our EyeQ360 system; data exchange with clients;

campaign data analytics; and sales verification.

TeleTech also provides a complete set of automated

customer notification services over a variety of channels

including voice, email, and text (SMS) and excels at

accommodating quick response solutions to urgent

client needs.

Automated Voice Services Automated CSAT ensures that clients can continually measure their customers‘ experience in real-time for service delivery improvement programs. Customer Notification Services TeleTech’s customer alerts and notifications services include: Lead management; dialer management; disposition management; associate desktop integration; and reporting.

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Knowledge Management Services

TeleTech’s hosted knowledge base services enable

our clients to respond quickly and accurately to

customers, which results in improved resolutions

and greater levels of satisfaction. Our community

collaboration platform enables groups to work

together across contact centers, or in a TeleTech@Home

environment, to improve productivity by sharing

knowledge, best practices, and insights. In addition,

our Social Knowledge Services drive real-time

answers and insights, and improve satisfaction

by capturing and sharing information collected

from social media channels.

TeleTech Knowledge Management

offerings include:

1 Hosted Knowledge Base Solutions: Enable

associates to respond quickly and accurately to

customer inquiries for improved first contact

resolutions and customer satisfaction.

2 Knowledge Collaboration Solutions: Enable

community collaboration between associates and

across service delivery centers to improve

productivity through shared knowledge, best

practices, and insights.

3 Social Knowledge Services: Drive real-time

answers and insights, and improve satisfaction by

capturing and disseminating knowledge from the

client’s own customers’ social media interactions.

Associate Productivity Suite

TeleTech’s Associate Productivity Suite (APS) software

drives service delivery optimization by streamlining

customer and associate interactions. 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. Additionally, APS can

be leveraged to teach associates new and valuable

process and support program techniques outside of

the learning classroom, while they are on the sales or

service delivery floor.

TeleTech APS features include:

• Single Sign-on and Surface Integration: Fewer sign in

requirements and desktop windows result in increased

associate productivity, shorter handle times, and

improved customer satisfaction.

• Search and Knowledge Navigator: Solutions that quickly

promote the right knowledge and information to

associates to enable better customer satisfaction and

faster resolutions.

• Sidebar Tools: Desktop sidebars that deliver critical

workflow and process information to associates,

allowing them to navigate complex processes using

step-by-step decision models and frameworks.

• Event Monitoring: Workforce managers and team

supervisors can manage service center metrics in real

time vs. waiting for reports that are generated after an

opportunity is lost.

• Associate Notices: A broadcast messaging tool that

allows the transmission of one-way messages to groups

of associates. Notices can be real-time, scheduled,

or recurring.

• Secure Notepad: Secure Notepad provides associates

with a standardized tool for entering notes during a call

and then pasting them into various desktop applications.

Notes cannot be saved, making them ideal for programs

that have privacy requirements.

Knowledge Management Services TeleTech’s hosted knowledge base services enable our clients to respond quickly and accurately to customers, which 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.

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Customer Interaction Cloud

Customer Interaction Cloud (CIC) is a multichannel

hosted contact center solution delivered by TeleTech.

Designed specifically for small businesses, this joint

solution follows a cloud-computing or software-as-a-

service (SaaS) model, resulting in faster deployment

times and little capital investment. 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, and reports. TeleTech hosts

the entire CIC service on its GigaPOP platform using

a SaaS model that provides rapid implementation with

global scalability.

Customer Interaction Cloud features include:

• Pre-integrated Contact Center and CRM Solution:

Take out the guesswork—not to mention the expense

and frustration—out of integrating a contact center

and CRM. It all works together easily, transparently,

and naturally.

• Sales Services: Campaign screens and customer

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.

• Support Services: Automatically capture, route, and

escalate cases from all channels based on business

rules for improved customer service.

• Routing Functions: The best available resource handles

each inquiry with proper routing functions in place.

Associates can work on multiple tasks from various

channels, and the solution facilitates interruptions for

high-priority tasks as required.

• Self-provisioning Services: Administrators can manage

all network and telephony configurations in a graphical

web portal, greatly simplifying the provisioning process.

• Multichannel Integration: Customers can reach

beyond standard inbound telephony channels to

include social networks such as Facebook, Twitter,

and other web channels.

• Supervisor Portal: Supervisors can view associate

metrics and call information, and silently monitor calls.

• Reporting: Reports provide valuable insight into the

health of customer relationships. Supervisors access

historical and real-time reports with a click of the mouse.

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, and reports.

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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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Copyright 2010© TeleTech Holdings, Inc.

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-

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.

Enterprise Innovation

Enterprise InnovationAdministration

Finance and Accounting

Logistics and Distribution

TeleTech Solutions

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TeleTech Enterprise Innovation Solutions dras-

tically improve efficiency by applying proven

expertise, global staffing, and management

resources to a company’s back-office busi-

ness processes. We’ve created processes that

solve companies’ biggest enterprise chal-

lenges including highly complex business

processes involving multiple systems that

enable order processing, account manage-

ment, and support for customer procurement

and fulfillment.

Administration

TeleTech administration services include order

management and inquiry services, customer enrollment

services and activations, and general account

management and servicing solutions. TeleTech delivers

services that can include anything from customer

mobile and device activations to inbound or “white mail”

correspondence which can include paper mail from

customers, return to sender letters, held bills, prepaid

ID forms processing, and billing reprints. TeleTech can

convert incoming mail to electronic or image formats

and enter these documents into the appropriate client

applications and document management systems for

improved processing and workflow.

Finance and Accounting

TeleTech finance and accounting services include fiscal

reporting, client billing, and client verification services;

as well as collections services. TeleTech associates can

perform accounts payable and accounts receivable

(AP/AR) functions that include bill correspondence,

cash reconciliation, and expense reporting. Financial

and accounting work can be managed through multiple

media, including e-mail, work tickets, fax, and traditional

mail and phone correspondence.

TeleTech has also developed its own Quote-to-Cash

system and processes to expedite order processing and

fulfillment systems for better revenue and supply chain

management. TeleTech helps clients realize revenue

sooner and improve cash flow by streamlining the

customer quote, order management, invoicing, and cash

receipt process.

Administration Administration services include order management and inquiry services, customer enrollment services and activations, and general account management and servicing solutions.

Finance and Accounting Finance and accounting services include fiscal reporting, client billing, and client verification services; as well as collections services.

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Logistics and Distribution Logistics and distribution offerings include procurement, fulfillment, and processing services in addition to scheduling.

Logistics and Distribution

TeleTech logistics and distribution offerings include

procurement, fulfillment, and processing services

in addition to scheduling. TeleTech can manage

the provisioning and fulfillment of faulty products or

product returns. We can also handle the back-office

support for client product provisioning and fulfillment

for on-time product delivery and ensure that cancelled

orders are minimized.

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TeleTech delivered more than

9 million training hours, and

facilitated 1.46 million course

completions in 2009 – with

93.54% employee satisfaction.

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Copyright 2010© TeleTech Holdings, Inc.

For organizations that need to improve employee

operational performance, TeleTech delivers Learning

Innovation solutions that increase speed to profi-

ciency as well as reduce learning curves and training

expenses. Unlike learning programs that focus on a

single venue or platform, TeleTech deploys a blended

methodology which includes virtual, job-simulation

environments, eLearning courses through TeleTech

University, blended instructor-led training, interac-

tive social media networking and collaboration, and

intuitive 3D and game-based learning courses.

Learning Innovation

Learning InnovationLeadership Learning

Mobile Learning

Video Learning

Social Learning

eLearning

TeleTech Solutions

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TeleTech University houses more than 2,000

eLearning courses and over 40 stand-

ard reports – plus a host of custom reports.

Intertwining TeleTech University with Iris,

TeleTech’s social network platform, learners

can interact with peers, trainers, manage-

ment, and even senior executives to produce a

truly unique bottom-up and cross-functional

learning atmosphere.

TeleTech delivered more than 9 million train-

ing hours, and facilitated 1.46 million course

completions in 2009 – with 93.54% employ-

ee satisfaction. Courses have been offered in

English, Spanish, Portuguese, and Chinese.

TeleTech has also been a recipient of the

CRM Excellence Award for enabling a client to

increase its customer satisfaction scores by

more than 17% while reducing training costs

by more than 41%.

Leadership Learning

TeleTech has created a comprehensive and unified

blended employee development structure named the

TeleTech Leadership Institute. The Leadership Institute

was built to create a business-focused development

program that pinpoints key performance indicators

and blends them with proven employee satisfaction

and retention principles. It offers an array of learning

solutions and tools specifically designed for high-

performing and high-potential employees. The employee

development system includes a university-like course

structure with basic courses as well as advanced

courses for senior levels.

Mobile Learning

Mobile learning is a growing phenomenon. By 2012,

there will be over 1.2 billion mobile devices – equaling

the number of computers deployed worldwide. TeleTech

delivers mobile-friendly learning courses that can be

taken from any mobile device. During long commutes

on public transportation and while on long flights,

learners can use a mobile device to access eLearning

courses. The courses can be taken in real-time or offline.

If taken offline, once the learner has Internet access

the completion data and assessment results will be

automatically updated to TeleTech University.

Video Learning

TeleTech has incorporated video into key parts of its

learning business leveraging the latest High-Definition

Video (HDV) distance learning technologies. In today’s

economic environment, it is essential to provide the best

possible learning experience while managing the bottom

line. Subject matter experts and facilitators, no matter

their physical location, can deliver training and share

best practices from anywhere in the world by utilizing

video learning. While substantial cost savings occur, one

facilitator can simultaneously deliver the same message

to multiple locations to ensure consistent message

delivery. Through TeleTech’s Trainer Certification program,

facilitators acquire virtual delivery techniques that keep

classes interactive and connected.

Conducting large training sessions and broadcasting

learning to multi-venues becomes easier and more

effective through HDV; and HDV allows companies to

perform real-time training, while recording the sessions

for learners to access and play back at their leisure –

even from their mobile devices.

eLearning

The majority of today’s learning audience grew up playing

gaming consoles or online games. They are familiar with

pulling relevant information, using “tour guides”, and

Leadership Learning The Leadership Institute was built to create a business-focused development program that pinpoints key performance indicators and blends them with proven employee satisfaction and retention principles.

Mobile Learning TeleTech delivers mobile-friendly learning courses that can be taken from any mobile device.

Video LearningTeleTech has incorporated video into key parts of its learning business leveraging the latest High-Definition Video (HDV) distance learning technologies.

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systematically switching between 3D screens with varying

degrees of complexity. Creating learning that reflects this

environment is instrumental in engaging new learners and

ensuring that they retain the relevant information.

TeleTech’s Learning Design and Development team

ensures that the design principle of the eLearning

courses align to the interests, responsibilities, and

performance requirements of today’s learners. Utilizing

green-screen technology also allows TeleTech to

virtually immerse individuals in any real, rendered, or

fantasy environment. This creative addition to standard

eLearning provides TeleTech clients with the ability to

create innovative video-based learning solutions that

engage learners.

Social Learning

The arrival of social networks like Facebook, Twitter,

YouTube, and LinkedIn has forever changed the way

people do business and learn. Instead of reading,

researching, and absorbing information from the web,

learners are writing, qualifying, and rating content.

Social learning empowers learners to do the same in

the training environment. Through a dynamic integration

of technologies and learning philosophies, training and

support resources can now collaborate online through

TeleTech’s social collaboration platform, Iris. Using

Iris, learners share ideas, feedback, and suggestions.

Everyone sees the material as it is created and while

being commented on. Once the learning material is

developed, trainers throughout the enterprise access the

same facilitator guides, which remain current through

collaboration and tight version control. Trainers, along

with other support personnel, can share comments

and best practices on what works – and what doesn’t

work – for each training module. The instructional design

team receives the real-time comments and can adjust the

material on the fly with updated and validated information.

Learners are then empowered to write comments into

the social platform, where all the learning material is

housed, providing instantaneous feedback to facilitators

and instructional designers. By linking the knowledge

management database to Iris, the training material will

point to processes, procedures, and other operational

information. This removes the risk of outdated material

being taught in training classes.

Employees will be able to provide post-training feedback

directly to the training team as they will be able to

comment and rate the operational merit of the learning

once they reach production. This immediate and

constant feedback from all levels creates a unique and

engaging learning experience for all involved.

eLearning TeleTech’s Learning Design and Development team ensures that the design principle of the eLearning courses align to the interests, responsibilities, and performance requirements of today’s learners.

Social Learning Through a dynamic integration of technologies and learning philosophies, training and support resources can now collaborate online through TeleTech’s social collaboration platform, Iris.

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TeleTech delivers cost

vs. benefit analysis on

which types of customer

interactions should be

managed by which channels

for better service delivery

optimizations and customer

experience.

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Copyright 2010© TeleTech Holdings, Inc.

TeleTech Professional Services empowers our cli-

ents’ organizations with a unique approach to

optimized service delivery, going beyond tradi-

tional contact center data and analysis techniques.

Our proven methodology starts with helping

clients identify their current business objectives and

defining key criteria for success. We then take an

unbiased, fact-driven approach to solving business

issues by delivering more than just traditional

reports drawn from individual data sources.

This multi-dimensional approach requires collecting

relevant information from multiple disparate data

sources. Through our state of the art toolset, we

apply sophisticated quantitative analysis and lever-

age our deep service delivery experience. Predictive

modeling techniques are used to analyze past and

current customer information to determine future

trends and root causes for hard-to-find perform-

ance problems. From there, we identify correc-

tive actions to be implemented, that can positively

affect the bottom line. This methodical process en-

sures that the underlying factors of business issues

are addressed, leading to significantly improved

performance.

Professional Services

Professional ServicesIntegrated Customer Management

Service Delivery Architecture

Service Delivery Optimization

Revenue Performance Optimization

Technology Integration

TeleTech Solutions

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TeleTech Professional Services can perform

one-time assessments, benchmarking, and

analytic services that lead to concise, action-

able plans designed to address key business

issues in the service delivery center. We also

work with clients to execute our recommenda-

tions, turning those plans into reality through

specific, measurable actions. To ensure that

the business benefits we identify are continu-

ally realized, our tools and resources are also

offered on an ongoing basis through managed

services contracts. This positions our clients’

service delivery centers to move in the most

optimized, most profitable direction month

after month, year after year.

Integrated Customer Management

Today’s clients are challenged with the need to

manage multiple customer interaction channels while

transforming their customers’ experiences. The key is

determining the optimal customer support strategy by

mapping customer interactions to the right channel.

An Integrated Customer Management (ICM) program

assesses a client’s existing channels across all service

and sales programs. TeleTech deploys voice and

customer experience analytics to analyze call volumes

and interaction types. TeleTech delivers cost vs. benefit

analysis on which types of customer interactions

should be managed by which channels for better

service delivery optimizations and customer experience.

Customer interaction channels analyzed include voice,

e-mail, text (SMS), chat, social media, and self-service.

TeleTech delivers customer support roadmaps that

consist of actionable recommendations as well as the

business impact these recommendations will have on

clients’ current and future operations.

Service Delivery Architecture

Based on almost three decades of experience operating

service delivery centers, TeleTech delivers customized

architectures for high-performance service delivery

centers or the re-design of existing centers. Custom

architectures leverage TeleTech’s deep expertise in

requirements analysis, IP Telephony, service delivery

prototyping, simulated environments, customer

equipment simulation, call routing, proof of concept

development, and scalability testing.

Integrated Customer Management Customer interaction channels analyzed include voice, e-mail, text (SMS), chat, social media, and self-service.

Service Delivery Architecture Custom architectures leverage TeleTech’s deep expertise in requirements analysis, IP Telephony, service delivery prototyping, simulated environments, customer equipment simulation, call routing, proof of concept development, and scalability testing.

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Service Delivery Optimization

TeleTech’s operations assessments deliver an end-to-

end review of customer service operations, including

operational metrics, methods and procedures,

call routing and self-service technology, workforce

optimization, training, and employee incentives,

providing a roadmap of actionable recommendations

for improvement.

TeleTech’s operations benchmark services provide an

evaluation of service delivery center performance against

normalized industry metrics yielding a performance

scorecard addressing the key operational metrics of the

service delivery center as well as a quantification of the

financial impact of improving each metric. Operations

analytics deliver a holistic analysis of service delivery

center metrics blending existing performance indicators

with primary research.

Revenue Performance Optimization

TeleTech’s sales opportunity assessments provide an in-

depth review of customer-facing processes designed to

uncover latent opportunities for improving (or introducing)

revenue enhancing tactics as part of a coordinated

roadmap of revenue generation initiatives.

TeleTech’s customer retention analytics define

interactions across all customer-facing processes

designed to identify customer retention risks that can

be acted upon through a series of recommendations for

customer prediction, reaction, and recovery.

Technology Integration

TeleTech delivers evaluations of the infrastructure,

technology, and applications utilized in customer-facing

operations compared to TeleTech’s state of the art

customer interaction capabilities. TeleTech also delivers

comprehensive systems integration services to ensure

that service delivery infrastructure systems are integrated

efficiently and effectively with corporate CRM, ERP,

financial, and business systems, as well as custom or

proprietary applications and environments.

Service Delivery Optimization Operations assessments deliver an end-to-end review of customer service operations, including operational metrics, methods and procedures, call routing and self-service technology, workforce optimization, training, and employee incentives. Revenue Performance Optimization Provides an in-depth review of customer-facing processes.

Technology Integration TeleTech delivers comprehensive systems integration services to ensure that service delivery infrastructure systems are integrated efficiently and effectively.

CORPORATE HEADQUARTERS

9197 South Peoria Street

Englewood, Colorado 80112

Phone: +1.800.TELETECH or

+1.303.397.8100 (outside the US)

Fax: +1.303.397.8199

Email: Solutions@TeleTech.com

LATIN AMERICA Argentina Chacabuco 175 C1069AAC - Buenos Aires Argentina Phone: + 54 11 4121 7800 Fax: + 54 11 4131 7007 Email: HQLatinAmerica@TeleTech.com

Brazil Av. Maria Coelho Aguiar, 215  Bloco A – 7º andar Sao Paulo, SP, 05805-000 Brazil Phone: + 55 11 3747 7967 Fax: + 55 11 3747 7764 Email: info@teletech.com.br

Costa RicaZona Franca del Este San Gabriel de Calle Blancos San Jose Costa Rica Phone: + 506 2507 5829 Fax: + 506 2223 0081 Email: HQLatinAmerica@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 Email: HQLatinAmerica@TeleTech.com

ASIA-PACIFIC

Australia and New Zealand 154 Pacific Highway St. Leonards NSW 2065 Australia Phone: +61 2 9844 1100 Fax: +61 2 9930 1630 Email: HQAustraliaNZ@TeleTech.com

PhilippinesBuilding F, SM Corporate Offices 1000 Bay Boulevard, SM Central Business Park Pasay City, 1300 Philippines Phone: +63 2 5529730 Fax: +63 2 5529789 Email: SoutheastAsia@TeleTech.com

EUROPE, MIDDLE EAST, AFRICA 81-85 Duncairn Gardens Belfast BT15 2GQ United Kingdom M4 3AQ Phone: +44 28 9057 5000 Email: EMEA@TeleTech.com