TTEC Holdings, Inc. (NASDAQ: TTEC)

TTEC Holdings, Inc. is a global leader in customer experience (CX) technology and services outsourcing, catering to marquee and high-growth brands as well as public sector clients. The company designs, builds, and operates Artificial Intelligence (AI) enabled customer experiences across live interaction channels, providing data-driven digital solutions to enhance customer satisfaction, loyalty, revenue, and profitability while optimizing overall cost to serve. TTEC serves over 720 clients across various industry verticals, including financial services, healthcare, public sector, communications, technology, media, entertainment, travel and hospitality, automotive, and retail.

TTEC generates revenue through its two primary business segments: TTEC Digital and TTEC Engage. TTEC Digital focuses on the intersection of Contact Center as a Service (CCaaS), Customer Relationship Management (CRM), and AI and Analytics, offering professional services, managed services, CX consulting, CX data and analytics, and proprietary IP and software. TTEC Engage provides digital-first, AI-enabled CX operational and managed services, including customer support, tech support, revenue generation and growth services, fraud mitigation, AI operations, and back-office support. The company's revenue for fiscal 2025 was $2,137 million, with TTEC Digital contributing $469 million and TTEC Engage contributing $1,668 million.

• TTEC Digital: This segment is one of the largest CX technology and service providers, focusing on the intersection of CCaaS, CRM, and AI and Analytics. It offers professional services for system design, configuration, and integration; managed services for cloud application and premise support; CX consulting for transformation strategy and design; CX data and analytics for data science, engineering, and visualization; and proprietary IP and software through its IP and Software division. TTEC Digital serves clients across enterprise and small and medium-sized business segments and has a dedicated unit with government technology certifications serving the public sector. The segment has a three-pronged go-to-market strategy that includes growing existing client relationships, partner channel motions, and general market development. It is expanding its Hyderabad Innovation Studio in India to grow its offshore delivery capabilities, with approximately 40% of the staff located in several offshore locations.

• TTEC Engage: This segment provides digital-first, AI-enabled CX operational and managed services to support large, complex enterprise clients' end-to-end customer interactions at scale across the world. It delivers data-driven omnichannel customer care, customer acquisition, growth and retention services, tech support, fraud mitigation, and back-office solutions. The segment's digital-first delivery model covers the entire solution lifecycle, including associate recruitment, onboarding, training, delivery, workforce management, and quality assurance. TTEC Engage goes to market through a vertical approach with customized solutions that include industry-specific talent, technology, certifications, and capabilities. For example, in the Banking, Financial Services and Insurance (BFSI) vertical, it supports several lines of business with customized offerings for retail banking, online banking, credit card, property and casualty, and loans. In healthcare, the segment supports care, technical support, revenue generation, and back-office capabilities to meet the needs of payer, provider, clinical, and pharma clients.

TTEC maintains a strong position within the CX industry, competing with a range of providers from large multinational corporations to smaller, narrowly focused enterprises. Key competitors for TTEC Digital include global systems integration firms and technology consulting service providers such as Deloitte, Accenture, Infosys, Cognizant, Hitachi Data Systems, Slalom, Globant, TechMahindra, and ConvergeOne. For TTEC Engage, the company competes with in-house customer management captive business units and other companies providing customer experience services, including TP, Foundever, Telus Digital, Concentrix, TaskUs, Intouch CX, Conduent, Genpact, Alorica, Ibex, and EXL. TTEC's competitive advantages include its outcome-based approach to solutions, AI-driven technology infrastructure, deep industry expertise, strategic technology partnerships, globally deployed operating best practices, and innovative talent development and impact sourcing.

TTEC develops long-term relationships with clients globally, including many of the world's iconic brands, Fortune 1000 companies, small and medium-sized businesses, and public sector agencies. These organizations operate in customer-intensive industries or sectors where complexities and customer focus require a partner that can quickly design and build integrated technology and data-enabled services, often on a global scale. In 2025, the company's top five and 10 clients represented 31% and 47% of total revenue, respectively. TTEC's clients benefit from long-term relationships that provide a more predictable recurring revenue stream, with contracts in the TTEC Digital segment having an average three-year term and including early termination penalties. In the TTEC Engage segment, most contracts can be terminated for convenience by either party, but relationships with top five clients have ranged from 6 to 26 years, including multiple programs and contract renewals. The company had a 95% revenue retention rate for TTEC Engage in 2025, up from 82% in 2024, primarily due to the stabilization of the decline of one of its large financial services clients that impacted 2024.