TeleTech Forms Strategic Alliance With Lithium Technologies


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ENGLEWOOD, Colo. and EMERYVILLE, Calif. – July 21, 2010 – TeleTech
(NASDAQ:TTEC), a leading global business process outsourcing (BPO) company,
has formed a first of its kind strategic alliance with Lithium Technologies,
the leader in Social CRM, to develop a fully integrated solution for serving
the social customer. The new solution combines vibrant customer networks
with traditional customer relationship management offerings to ensure a
positive end-to-end customer experience.

TeleTech will leverage social customer networks as a channel for enhanced
customer service and marketing. The result will be the most integrated user
experience available across customer contact channels, from the corporate
website to the contact center. The combined solution will provide
enterprises with new revenue generation, customer management, knowledge
management and customer analytic opportunities.

“One of the most underutilized assets of any organization today is the
amount of content, knowledge and influence their social customers have on
their business and in defining the overall customer experience,” said
Kenneth Tuchman, chairman and CEO of TeleTech. “By leveraging today’s best
social and traditional CRM practices, our clients can maximize this emerging
asset for better customer acquisition, retention and loyalty.”

“We’re thrilled to announce our strategic alliance with TeleTech,” said
Lithium CEO and co-founder, Lyle Fong. “TeleTech understands that active
customer networks are critical to an organization’s customer facing
operations. The combined TeleTech and Lithium solution provides measurable
ROI through cost savings, enhanced services and new revenue opportunities.”

The combined TeleTech and Lithium solution provides service, marketing and
sales benefits to today’s enterprises looking to deploy integrated customer
management solutions. These solutions are comprised of four components which
bridge the gap between social media channels and traditional contact center
channels. The components enable customer reference selling, better brand
control and will extend the reach of customer service, unlocking millions of
dollars in untapped opportunity:

. Social CRM Professional Services: Consulting and planning services
for social CRM strategy, analytics and integration into new and traditional
customer support channels.
. Hosted Customer Network: Market-leading hosted communities for
client-branded forums, blogs, ideation, chat and tribal knowledge bases.
The platform includes extensive analytics, APIs, and is available in
multiple languages.
. Social Interaction Center: Specially-trained associates working on
social-enabled workstations can provide advanced customer support and
monitoring services over multiple social media channels. Associates can also
be deployed for marketing, promotions and sales programs over social
. Social Knowledge Services: Hosted knowledge and integration services
that link social and tribal knowledge bases to traditional contact center
knowledge and CRM systems to drive better customer support and first contact
resolution across voice, web and text support channels.

“Customers are more empowered than ever before. Social web channels have
given anyone with a broadband connection the ability to collaborate with
peers and find information by themselves. Customers are more knowledgeable,
which has changed expectations in terms of choice, access, price, customer
service and support,” said Michael Fauscette, IDC’s group vice president,
Software Business Solutions. “This partnership will integrate Lithium’s
social platform with TeleTech’s customer management expertise and skills to
enable companies to deliver the new social customer service capabilities
that the social customer requires.”

Partnership Webcast Featuring IDC – July 28, 2010 2 pm MDT
Learn more about TeleTech’s social engagement product strategy during a
webcast featuring TeleTech and Lithium CEOs discussing the future of
customer support and social media. IDC analyst Mike Fauscette will join the
webcast and share his views on the social business framework. Click here to
register for the webcast.

About TeleTech

TeleTech is one of the largest and most geographically diverse global
providers of technology-enabled business process outsourcing solutions.
TeleTech and its subsidiaries have a 28-year history of designing,
implementing, and managing critical business processes for Global 1000
companies to help them improve their customers’ experience, expand their
strategic capabilities, and increase their operating efficiencies. By
delivering a high-quality customer experience through the effective
integration of customer-facing front-office processes with internal
back-office processes, we enable our clients to better serve, grow, and
retain their customer base. We use Six Sigma-based quality methods
continually to design, implement, and enhance the business processes we
deliver to our clients and we also apply this methodology to our own
internal operations. TeleTech and its subsidiaries have developed deep
domain expertise and support more than 270 business process outsourcing
programs serving approximately 90 global clients in the automotive,
communications and media, financial services, government, healthcare,
retail, technology and travel and leisure industries. Our integrated global
solutions are provided by more than 42,500 employees utilizing 34,700
workstations across 69 delivery centers in 16 countries. For additional
information, visit

About Lithium Technologies
Lithium is the leading provider of Social CRM solutions to power the
customer network. Working with market leaders such as Best Buy, Sony, AT&T,
Research In Motion Limited (RIM), Univision, and PayPal, Lithium solutions
harness the power of online customer communities and social web interactions
with traditional CRM business processes to inspire customers to innovate,
promote, and support on the company’s behalf. As a result, businesses
measurably improve their marketing and sales, accelerate innovation, and
increase customer satisfaction. Lithium’s platform is proven in high-volume,
growth environments and provides the security, analytics, APIs, and
multi-language support that enterprises demandFounded in 2001, Lithium is
privately held with headquarters in Emeryville, California. For more
information, visit Or, engage with us on Twitter, Facebook,
and our community – the Lithosphere.

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