TTEC Holdings — New Customer Acquisition Through Integrated Digital CX Platform
TTEC Holdings, a Large Enterprise Business Process Outsourcing company, achieved measurable value creation through New Customer Acquisition. - **Revenue growth**: Total company revenue grew from $1.
| Company | TTEC Holdings |
| Industry | Business Process Outsourcing |
| Company Size | Large Enterprise |
| Primary Lever | New Customer Acquisition |
| Key Result | - **Revenue growth**: Total company revenue grew from $1 |
TTEC Holdings, a Denver-based customer experience (CX) services company, had historically competed as a mid-tier business process outsourcer providing contact center staffing to enterprise clients. In fiscal 2019, the company generated $1.644 billion in annual revenue, with TTEC Digital (CX technology design and implementation) contributing $305.3 million (18.6%) and TTEC Engage (managed CX operations) contributing $1.338 billion (81.4%). The company faced commoditization pressure in traditional seat-based BPO: TTEC Digital operated largely as a standalone advisory practice, disconnected from its managed services arm. The company was losing competitive bids to larger BPO providers who could offer both technology and operations under a single contract. Win rates on enterprise pursuits above $10 million in total contract value had plateaued at approximately 18%.
Starting in 2020, TTEC restructured its go-to-market approach around a combined Digital+Engage offering, positioning itself as the only mid-market CX company that could design, build, and run omnichannel customer experience programs end-to-end. Key actions included:
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