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	December 12, 2005 Multichannel Contact Center Outsourcers Scorecard Summary: TeleTech Key Findings From "The Forrester Wave™: Multichannel Contact Center Outsourcers, Q4 2005" by Elizabeth Herrell with Brownlee Thomas, Ph.D., John Ragsdale, Benjamin Gray

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Executive Summary

TeleTech has a history of serving very large global firms that want customized contact center solutions. It offers a wide range of services for outsourced and hosted contact centers and is also finding opportunities to serve midsize and large companies with customer care management needs. It offers both inbound and outbound services, including general inquiry, sales, billing, product registration and upgrades, tech support and service dispatch. Although it does support transactions across multiple channels, voice transactions represent the vast majority of the interactions that it handles. TeleTech is large and financially sound, with annual earnings in excess of $1 billion. It takes a long-term strategic view of contact center outsourcing and offers clients many options to support their business environment. TeleTech's major vertical markets include automotive, media, cable and wireline providers, wireless providers, financial services, healthcare, government, retail, travel, and hospitality.

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