TeleTech Positioned in the “Leaders” Quadrant of Leading Industry Analyst Firm’s Magic Quadrant for Worldwide Customer Management Contact Center BPO, 2010

ENGLEWOOD, Colo.--(BUSINESS WIRE)--TeleTech Holdings, Inc. (NASDAQ: TTEC), one of the world's largest global providers of comprehensive enterprise solutions, today announced it has been positioned by Gartner, Inc. in the “Leaders” quadrant of the “Gartner Magic Quadrant: Customer Management (CM) Contact Center BPO, Worldwide, 2010.”1

“Gartner Magic Quadrant: Customer Management (CM) Contact Center BPO, Worldwide, 2010.”

The 2010 report notes a fundamental shift in the customer management marketplace, “The market for customer management (CM) contact center business process outsourcing (BPO) continues to expand as buyers shift their focus from cost containment to growth — both revenue and profit growth — and service improvements.”

TeleTech’s visionary role in defining and executing best-in-class customer management solutions has been the difference-maker for Global 1000 leaders seeking to leverage unparalleled performance with contact center, technology and revenue-generation services.

“As a trusted advisor and strategic partner, TeleTech creates complete global solutions that deliver maximum impact at every stage of the customer life cycle,” said Ken Tuchman, chairman and chief executive officer of TeleTech. “We believe TeleTech’s positioning in the ‘Leaders’ quadrant by Gartner reflects our deep heritage of solving clients’ biggest challenges and helping them to achieve their most ambitious goals through leading-edge customer innovation, revenue generation and technology solutions. We are honored to receive this recognition by Gartner, which we feel clearly demonstrates our commitment to sustained marketplace leadership.”

Gartner also reports that work at home (WAH) solutions and value-based services including “the growth of analytics, automation, self-service and multichannel services driven by technological changes, innovation, and a focus on service efficiency and effectiveness” are among the key market trends.

With TeleTech’s customer innovation, hosted technology and professional services solutions, TeleTech clients are moving service delivery centers to the cloud, managing real-time peaks in demand via TeleTech@Home® virtual workforces, improving productivity and integrating social media into their customer relationship management.

According to Gartner, “Leaders demonstrate market-defining vision and the ability to execute against that vision through CM contact center BPO services, a superior market share (among the top 10 providers in regions where they compete), and solid references for CM contact center BPO service worldwide, including a cross-section of vertical industries. They have a superior understanding of client needs and of current market conditions and they are actively building competencies to sustain their leadership position in the CM contact center BPO market across multiple regions, worldwide. The CM contact center BPO service providers in this quadrant generally also have strong global and regional service delivery operations and deep technology to leverage, and they deliver above-average customer experience.”

ABOUT THE MAGIC QUADRANT

The Magic Quadrant is copyrighted 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

ABOUT TELETECH

For nearly 30 years, TeleTech and its subsidiaries have helped the world’s largest companies achieve their most ambitious goals. As the go-to partner for the Global 1000, the TeleTech group of companies delivers technology-based solutions that maximize revenue, transform customer experiences and optimize business processes. From strategic consulting to operational execution, our more than 42,000 employees drive success for clients in the communications and media, financial services, government, healthcare, technology, transportation and retail industries. Our companies deliver award-winning integrated solutions in support of customer innovation, revenue generation, hosted technology, enterprise innovation, learning innovation and professional services. For additional information, please visit www.teletech.com.

¹ Gartner “Magic Quadrant for Worldwide Customer Management Contact Center BPO, 2010” by TJ Singh, Johan Jacobs, Stephanie Breneman, on Dec. 20, 2010.