Contract with U.S. General Services Administration will
optimize, modernize, and transform contact center
operations
DENVER, Sept. 14,
2023 /PRNewswire/ -- TTEC Government Solutions, a
subsidiary of TTEC Holdings, Inc. (NASDAQ: TTEC), a leading global
CX (customer experience) and AI technology and services innovator,
announced today that it was awarded a contract to modernize the
customer experience at a wide range of federal agencies with the
U.S. General Services Administration (GSA).
Through TTEC Digital, the Company will provide consulting and
advisory services for federal agencies supported by GSA. This task
order, titled Centers of Excellence (CoE) Contact Center Support,
was awarded by the GSA Technology Transformation Services Office of
Acquisition to support modernizing the user experience and create
operational efficiencies. Past agencies include the Department of
Agriculture, Department of Housing and Urban Development, and
Consumer Product Safety Commission.
"Our consulting practice at TTEC Digital brings robust
experience in CX strategy, operations, and technology, backed by
our 40-year history of implementing and managing contact centers
for thousands of clients," said Dave
Seybold, CEO of TTEC Digital. "Our world-class subject
matter experts will act as a cohesive extension to the CoE and its
existing capabilities, delivering seamless customer experiences for
GSA and partner agencies."
TTEC Digital's approach enables GSA to leverage the depth and
breadth of the Company's talent pool based on the unique needs of
each partner agency. As a result, partner agencies will receive
tailored guidance, support, and recommendations. Beyond consulting
advisory services, TTEC Digital provides capabilities in Generative
AI, Chatbots, and Voicebots, and applies AI for advancements in
Training, Knowledge Management, Talent Acquisition, and Retention,
to provide journeys that are on par with customer experiences in
commercial markets.
In December 2021, the White House
issued an executive order mandating federal agencies to improve the
customer experience and enable the public to do business with the
government in a manner that is simple, seamless, and secure. TTEC
Digital will help GSA to meet these goals through the company's
differentiated ability to design, build, and deliver exceptional
CX.
"We are honored to have been selected by GSA on the CoE Contact
Center Support requirement to help improve the customer experience,
increase trust within the federal government, and create
operational efficiencies at customer agencies," said Stephen Parowski, global leader of public sector
at TTEC Digital. "Thanks to TTEC's deep experience orchestrating
and operating contact centers, we have the ability to support
agency missions and drive toward their preferred outcome."
TTEC Digital began work for GSA this summer (2023). The contract
is valued at more than $4 million and
includes a 12-month base period with two, 12-month options.
About TTEC
TTEC Holdings, Inc. (NASDAQ: TTEC) is a leading global CX
(customer experience) technology and services innovator for
AI-enabled digital CX solutions. The Company delivers leading CX
technology and operational CX orchestration at scale through its
proprietary cloud-based CXaaS (Customer Experience as a Service)
platform. Serving iconic and disruptive brands, TTEC's
outcome-based solutions span the entire enterprise, touch every
virtual interaction channel, and improve each step of the customer
journey. Leveraging next gen digital and cognitive technology, the
Company's Digital business designs, builds, and operates
omnichannel contact center technology, conversational messaging,
CRM, automation (AI / ML and RPA), and analytics solutions. The
Company's Engage business delivers digital customer engagement,
customer acquisition and growth, content moderation,
fraud prevention, and data annotation solutions.
Founded in 1982, the Company's singular obsession with CX
excellence has earned it leading client NPS scores across the
globe. The Company's 63,900 employees operate on six continents and
bring technology and humanity together to deliver happy customers
and differentiated business results.
Address
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Investor Contact
Paul Miller
paul.miller@ttec.com
303-397-8641
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Media Contact
Tim Blair
tim.blair@ttec.com
303-397-9267
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SOURCE TTEC Holdings, Inc.