TeleTech Acquires Peppers & Rogers Group, A Globally Renowned Customer-Centric Management Consulting Firm


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Expands TeleTech’s Professional Services Capabilities and Extends TeleTech’s
Geographic Presence in Eurasia and the Middle East

ENGLEWOOD, Colo., Dec. 1, 2010 – TeleTech Holdings, Inc. (NASDAQ: TTEC), one
of the world’s largest global providers of comprehensive enterprise
solutions that maximize revenue, transform customer experiences and optimize
business processes, today announced a significant expansion of its
professional services capabilities through its acquisition of an 80 percent
interest in Peppers & Rogers Group, a leading global management consulting
firm specializing in customer-centric strategies for Global 1000 companies.
The Peppers & Rogers Group management team will retain ownership of the
remaining 20 percent interest. With operations in the U.S., Europe, the
Middle East and Africa, Peppers & Rogers Group is recognized as the world’s
leading authority on customer-based strategies with a deep understanding of
the most powerful levers that drive customer loyalty and business results.

Peppers & Rogers Group was founded in 1993 by Don Peppers and Martha Rogers,
Ph.D., who have received worldwide acclaim for their thought leadership in
the customer strategy field. They have authored nine business strategy
books, many of which serve as the foundation for teaching effective business
and market strategies at leading colleges and universities around the world,
and continually feed the market with new ideas through 1to1 Media, the
company’s independent publishing division. Peppers & Rogers Group’s client
base includes leading companies in the U.S., Europe, the Middle East and

Following the acquisition, which is expected to be immediately accretive to
TeleTech’s earnings, Peppers & Rogers Group will continue to operate
independently to objectively develop, implement and support the execution of
customer-based business strategies with the ultimate goal of maximizing the
lifetime value of each customer relationship. The firm leverages its proven
methodologies and advanced statistical models to analyze internal and
external data to segment customers and develop business and marketing
strategies designed to increase loyalty, reduce attrition and drive brand

“Given the growing complexity of a global marketplace and shifting customer
communication channels, clients are increasingly seeking TeleTech’s
strategic advisory services to develop innovative strategies to
differentiate the service experience for their customers,” said Ken Tuchman,
TeleTech chairman and chief executive officer. “The most successful brands
recognize that delivering an exceptional service experience results in more
profitable revenue growth and a higher market valuation than their less
customer-centric peers.

“The caliber of Peppers & Rogers Group’s strategic consulting services
combined with our nearly three decades of execution excellence provides us
with a unique solution and further strengthens our global professional
services capabilities,” continued Tuchman.

“The best customer-centric strategies fall short if they aren’t flawlessly
executed on the front-lines,” said Don Peppers, Peppers & Rogers Group
co-founder. “The collaboration between TeleTech and Peppers & Rogers Group
brings strategy and execution together to improve the customer experience
and drive increased revenue and profitability for our clients.”

“In a world where products become commoditized overnight and purchase
decisions are impacted far more by social circles than corporate marketing
departments, the customer experience has become the ultimate brand
differentiator,” said Martha Rogers, Ph.D., Peppers & Rogers Group
co-founder. “Working with TeleTech will enable us to leverage the combined
thought leadership, vertical expertise and solution set of the two companies
for the benefit of our clients.”

Peppers & Rogers Group, founded in 1993, currently operates offices on six
continents across the globe including headquarters in Norwalk, Connecticut
and in Istanbul, Turkey along with regional offices in Belgium, Germany,
Dubai, South Africa and Kuwait.

Peppers & Rogers Group is a management consulting firm recognized as the
world’s leading authority on customer-based business strategy. Founded in
1993 by Don Peppers and Martha Rogers, Ph.D., the firm is dedicated to
helping companies grow the value of their business by growing the value of
their customer base. The firm is focused on driving bottom-line results from
the delivery and implementation of customer initiatives. With expertise that
cuts across vertical industries, Peppers & Rogers Group partners,
consultants and subject matter experts have a deep understanding of the most
powerful value levers that drive business results.

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, TeleTech’s 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

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