TTEC Holdings, Inc. (NASDAQ: TTEC)

TTEC Holdings, Inc. (TTEC), a prominent player in the customer experience outsourcing industry, has established itself as a trusted partner for marquis and disruptive brands, as well as public sector clients. Since its inception in 1983, the company has grown to become a leading provider of technology-enabled customer experiences, operating across digital and live interaction channels. TTEC's mission is to help its clients increase customer loyalty, revenue, and profitability through the design, building, and operation of these experiences.

The company's operations are divided into two segments: TTEC Digital and TTEC Engage. TTEC Digital is a leading CX technology provider that focuses on the intersection of Contact Center as a Service (CCaaS), Customer Relationship Management (CRM), and Artificial Intelligence (AI) and Analytics. This segment is instrumental in creating and implementing strategic CX transformation roadmaps, selling, operating, and providing managed services for cloud platforms and premise-based CX technologies. Furthermore, it creates proprietary IP to support industry-specific and custom client needs.

TTEC Digital's focus on innovation, technology, and customer engagement sets it apart in the industry. The segment's robust partner ecosystem, which includes key players in digital channels, strengthens its ability to deliver efficient, high-impact personalized customer experiences. TTEC Digital's deep industry expertise and global reach enable it to tailor solutions that are not only technologically advanced but also aligned with the specific nuances and regulatory requirements of the industries it serves.

On the other hand, TTEC Engage offers digitally enabled CX operational and managed services to support large, complex enterprise clients. This segment delivers data-driven omnichannel customer care, customer acquisition, growth, and retention services, tech support, trust and safety, and back-office solutions. Its technology-enabled delivery model covers the entire associate lifecycle, from recruitment and onboarding to training, delivery, workforce management, and quality assurance.

TTEC Engage caters to the enterprise market, providing solutions to Fortune 1000 companies and public sector agencies. The company's commitment to delivering efficient, high-impact personalized customer experiences has earned it a strong competitive position in the industry.

TTEC's client base is diverse, ranging from Fortune 1000 companies to public sector agencies and hypergrowth companies. The company boasts a 95% revenue retention rate for TTEC Engage, with many of its clients having long-term relationships with the company. The top five clients represented 36% of its total revenue in 2023, and its top 10 clients accounted for 50%.

TTEC's brand portfolio includes a variety of products and services. TTEC Digital's offerings include CCaaS, CRM, AI, and Analytics solutions, while TTEC Engage provides data-driven omnichannel customer care, customer acquisition, growth, and retention services, tech support, trust and safety, and back-office solutions.