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Overview of existing TeleTech Solution Offerings
Citation preview
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TAB
LE OF CO
NT
ENT
S
TELETECH SOLUTIONS
1 Customer Innovation
2 Customer Care
2 Technical Support
3 TeleTech@Home
4 Online Customer Support
5 Social CRM
6 Revenue Generation
8 Lead Generation
9 Customer Acquisition
10 Account Management
10 Customer Retention
11 Service to Sales
11 Marketing Analytics
12 Electronic Direct Marketing (EDM)
13 Hosted Technology
15 Hosted OnDemand Contact Center
16 Automated Voice Services
16 Customer Notification Services
17 Knowledge Management Services
17 Associate Productivity Suite (APS)
18 Customer Interaction Cloud (CIC)
19 Enterprise Innovation
21 Administration
21 Finance and Accounting
22 Logistics and Distribution
23 Learning Innovation
25 Leadership Learning
25 Mobile Learning
25 Video Learning
25 eLearning
26 Social Learning
27 Professional Services
29 Integrated Customer Management (ICM)
29 Service Delivery Architecture
30 Service Delivery Optimization
30 Revenue Performance Optimization
30 Technology Integration
The TeleTech Solutions Catalog is a high-level architecture
of our go-to-market solutions and product categories.
This catalog should help you begin to understand the
strategy and value proposition offered by TeleTech.
About this Catalog
5
TeleTech offers premium
customer care services by
more than 40,000 employees
in over 26 languages across
67 delivery centers providing
services to our clients’
customers in 85 countries.
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Copyright 2010© TeleTech Holdings, Inc.
For Global 1000 leaders who need to transform exist-
ing customer service operations by leveraging new mul-
tichannel interactions into an integrated support plan,
TeleTech delivers customer innovation solutions from any
location in the world and across all media and support
channels that result in improved customer experience,
satisfaction, and loyalty.
Unlike traditional contact centers, TeleTech GigaPOP®
technology virtualizes service delivery on a consolidated
network, integrating both voice and data channels over
a secure connection to each of our 67 centers around
the globe. This allows TeleTech to scale client deploy-
ments globally and efficiently, while supporting multiple
direct, self-service, online, and collaborative interactions.
TeleTech handles over 3.5 million customer interactions
worldwide every day with 99.95% network uptime.
Customer Innovation
Customer InnovationCustomer Care
Technical Support
TeleTech@Home Support
Online Customer Support
Social CRM
TeleTech Solutions
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Customer Care
TeleTech offers premium customer care services by more
than 40,000 employees in over 26 languages across
67 delivery centers providing services to our clients’
customers in 85 countries. TeleTech’s customer care
programs include all of the required talent targeting,
acquisition, onboarding, and training needed to fully
develop our professional customer care associates in
all required skill sets. Comprehensive quality assurance
monitoring, one-on-one coaching, and workforce
management ensure that all client requirements and key
performance indicators are met or exceeded. TeleTech
begins all of our business process outsourcing efforts
with the idea that better employees, better training, and
better reward and recognition programs create a better
service experience for our clients’ customers.
Our associates are thoroughly versed in our clients’
product sets, support processes, and corporate cultures.
Access to continually updated client knowledge bases
and process improvement feedback loops keep the
team’s quality and performance at industry-leading levels.
Technical Support
Differentiated technical support is becoming
increasingly important, as more and more users rely
on computer-based and internet-connected devices
to do their jobs and communicate online. TeleTech
provides the technical support our clients need to
keep their customers functional on the job and at
home. By providing timely support, we enhance the
value of our clients’ brands.
TeleTech currently has thousands of technical and
helpdesk associates assisting in both Tier 1 and
Tier 2 capacities with varied dispatch, service
connectivity, trouble-shooting, trouble ticket
management, and repair issues. We operate multiple
technical support programs globally for some of the
world’s largest companies in the telecommunications,
financial services, computer hardware, and software
industries. TeleTech provides both business and
consumer-based technical support for simple and
complex offerings across a variety of platforms
including inbound and outbound voice, chat, social
media, and e-mail response.
TeleTech offers the services that matter most
to our clients and their customers – including
complete customer care, technical support,
revenue generation, order and return man-
agement, billing services, account manage-
ment, and customer notifications. We deliver
these services the way customers want — from
traditional voice, chat, and e-mail solutions
to new, cutting edge Social CRM and robust
at-home technology and workforce solutions.
Customer Care TeleTech’s customer care programs include all of the required talent targeting, acquisition, onboarding, and training needed to fully develop our professional customer care associates in all required skill sets.
Technical Support TeleTech currently has thousands of technical and helpdesk associates assisting in both Tier 1 and Tier 2 capacities with varied dispatch, service connectivity, trouble-shooting, trouble ticket management, and repair issues.
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TeleTech@Home
TeleTech@Home is a sophisticated outsourcing solution
providing access to robust work-at-home technology
in addition to a well-educated, highly specialized, and
flexible workforce for our clients’ most important and
complex customer interaction work. With TeleTech@Home,
our clients gain the best of both worlds by leveraging
the best practices and centralized technology from
our traditional service delivery centers while utilizing a
virtualized, specialized, and scalable talent base.
The unique features of a virtual work-at-home position
allow access to a more experienced and educated talent
pool. The average age of a TeleTech@Home associate
is 40 years while their experience in the business world
averages 10 years. TeleTech@Home associates score
an average of 5-10% higher in quality and customer
satisfaction metrics than traditional service delivery
center associates.
TeleTech@Home also provides secure “work anywhere”
flexibility, allowing associates to connect into the
TeleTech GigaPOP® network through our proprietary
WorkBooth® technology. WorkBooth® enables TeleTech
to “push” all required content to the associate’s desktop
to support effective, responsible customer care work
from home. State of the art monitoring and controls have
also been embedded to ensure complete customer data
integrity and security.
TeleTech@Home offerings include:
1 Full Service: A fully integrated, safe, secure
work-from-home program serviced and managed
completely by TeleTech.
2 Disaster Recovery: Allows clients to replicate contact
centers virtually following a disaster to maintain business
continuity. A portion of their staff is trained to work from
home in a replicated service delivery environment.
3 Virtual Support: Clients can utilize TeleTech’s virtual
GigaPOP technology to quickly address seasonal or
other volume spikes by quickly mobilizing a workforce
anywhere and at any time.
4 Managed and Hosted Services: Leverage TeleTech@
Home secure and virtual service delivery technology
while the client maintains their own customer care and
supervisory staff. This solution includes TeleTech’s
superior at-home technology and infrastructure including
our GigaPOP, automatic call distribution (ACD),
TeleTech@Home desktop support, and our secure
WorkBooth® technology.
5 Hub and Spoke: Allows clients to extend the capacity of
brick-and-mortar centers to address seasonal call spikes
while avoiding investment costs for additional facilities.
TeleTech@Home With TeleTech@Home, our clients gain the best of both worlds by leveraging the best practices and centralized technology from our traditional service delivery centers while utilizing a virtualized, specialized, and scalable talent base.
TeleTech@Home associates score an average of 5-10% higher in quality and customer satisfaction metrics than traditional service delivery center associates.
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Online Customer Support
For clients wishing to extend their customers’
support experience through the internet, TeleTech
delivers online customer care services and live help
over the Web. TeleTech provides an integrated set
of voice, chat, e-mail, and e-commerce response
services that enable businesses to deliver just-in-
time, personalized, online interactive assistance.
As a result, clients can increase online sales and
customer acquisition, improve customer satisfaction
and retention, and reduce customer service costs.
TeleTech delivers an integrated total care solution that
can handle multiple online interactions across all lines
of business, and all geographies. Sales and service
requests can be transferred without disconnecting the
customer session enabling first contact resolutions;
and TeleTech Online Associates have access to chat
sessions, e-mail, and VoIP soft phones so customers
receive a quality multichannel experience without
being transferred from channel to channel. TeleTech’s
online support products can be deployed quickly
and easily to any client website through a hosted,
software-as-a-service (SaaS) platform.
Online help reduces the cost of customer care by
handling each customer inquiry via the most cost-
effective interaction channel, as well as by integrating
with and extending the value of existing assets.
Associate utilization is also maximized by handling
concurrent chat sessions and chat representatives
responding to e-mails during idle time. Customers can
also print or e-mail a record of their chat transcripts, and
an exit survey can be offered at the end of every session
to measure customer satisfaction with online support.
TeleTech Online Support products include:
1 Online Support Professional Services: Consulting
and planning services for online support strategy,
analytics, and integration.
2 Chat and Voice Associates: Specially-trained
associates working on chat-enabled workstations can
provide advanced customer service and support over
client websites.
3 Click-to-Chat: Engage multiple customers at once
through web-based chat sessions initiated by
customers or targeted to customers based on
proactive chat technology.
4 Click-to-Call: Drive revenue and first contact resolution
by deploying interactive live voice services from the
client’s website. Enable associates to push URLs and
co-browse the website with customers and prospects.
Online Customer Support TeleTech delivers online customer care services and live help over the Web. TeleTech provides an integrated set of voice, chat, e-mail, and e-commerce response services.
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Social CRM
For strategic business leaders looking to leverage
social networks to improve customer experience and
satisfaction, TeleTech delivers Social CRM products
that empower customer advocates, enable customer
reference selling, improve brand control, and extend the
reach of customer service. More than simply monitoring
social sites or creating fan pages, TeleTech delivers
Hosted Customer Networks, Social Interaction Centers,
and Social Knowledge Services to proactively manage
the social channel for customer experience, sales, and
marketing. TeleTech bridges the gap between social
media channels and traditional contact center channels
by servicing customers directly through social networks,
and leveraging customer-driven knowledge for better first
contact resolution across multiple voice, web, and chat
support channels.
TeleTech Social CRM products include:
1 Social CRM Professional Services: Consulting and
planning services for social CRM strategy, analytics,
and integration.
2 Hosted Customer Networks: Market-leading hosted
communities for client-branded forums, blogs, ideas
exchange, chat, and tribal knowledge.
3 Social Interaction Center: Specially-trained associates
working on social-enabled workstations can provide
advanced customer support, monitoring, and content
moderation services over multiple social media channels.
4 Social Knowledge Services: Hosted knowledge and
integration services that link social knowledge bases to
traditional contact center knowledge and CRM systems
to drive better customer experience and first contact
resolutions across all channels.
Social CRM TeleTech bridges the gap between social media channels and traditional contact center channels by servicing customers directly through social networks, and leveraging customer-driven knowledge for better first contact resolution across multiple voice, web, and chat support channels.
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We drive over $5 billion in client
revenue annually, and have sold
$25 billion in revenue for our
clients over our 28-year history.
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Copyright 2010© TeleTech Holdings, Inc.
For sales organizations across all major industries
that need to increase revenue, TeleTech delivers
revenue generation services – attracting and retain-
ing premium customers in new market segments
and then cultivating these relationships until they
produce maximum revenue and profitability.
Rather than investing in the time and resources
to hire and train a new salesforce, and develop
the tools and technology needed to support new
sales and marketing programs; we can launch a
new team of sales professionals that can begin
delivering on a client’s revenue and retention goals
in about five weeks.
Revenue Generation
Revenue GenerationLead Generation
Customer Acquisition
Account Management
Customer Retention
Service to Sales
Marketing Analytics
Electronic Direct Marketing
TeleTech Solutions
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TeleTech excels at deploying cost-effective
sales and retention programs that address
every stage in the customer life cycle across
all major market segments. We drive over $5
billion in client revenue annually, and have
sold $25 billion in revenue for our clients over
our 28-year history. TeleTech has developed
a number of proprietary sales databases that
our clients can leverage. As an example, we
have over 47,000 public buying organiza-
tions representing over 245,000 buyers of
products and services in our government
sector database. By leveraging TeleTech’s
sales expertise and proprietary sales data-
bases, we have delivered well above 100%
of several of our clients’ revenue targets.
Unlike other providers, TeleTech is able to integrate all
of the required capabilities, tools, and technology into
a single comprehensive revenue generation offering
that includes:
• Highly experienced and trained lead generation
sale professionals
• Comprehensive sales contact databases
• DCRM, our proprietary customer relationship
management tool
• Marketing analytics for customer targeting
and segmentation
• Electronic direct marketing for both campaign marketing
and personalized sales representative communications
• Personal Pages, client-branded e-commerce websites
for simplified customer transactions
• Efficient order entry and Quote-to-Cash systems for
faster revenue realization
Lead Generation
TeleTech’s lead generation program starts with setting
solid lead targeting and profiling criteria with the client.
Once goals are established, TeleTech’s expert marketing
analytics organization compiles a target database
that matches the marketing goals. TeleTech performs
analytics to ensure a successful program start; analytic
programs include propensity modeling, customer
segmentation, regression analysis, de-duplication, and
do-not-call scrubbing. While initial program analytics
are being performed, TeleTech’s Talent Acquisition team
actively recruits, hires, and trains the lead generation
professionals needed to contact the entities on the
lists. TeleTech’s sales professionals generate, qualify,
nurture, and transition leads to a client’s sales force.
During any program, TeleTech continually monitors
performance against sales pipeline targets while
improving performance through analytics, sales
coaching, quality assurance monitoring, and detailed
client reporting.
Lead Generation TeleTech performs analytics to ensure a successful program start; analytic programs include propensity modeling, customer segmentation, regression analysis, de-duplication, and do-not-call scrubbing.
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Customer Acquisition
For organizations seeking faster time-to-market
performance and greater return on investment from
every deployed marketing dollar, TeleTech offers
dedicated, consultative-selling professionals who are
hired and trained to help our clients increase sales,
improve profitability, and build stronger customer
relationships at some of the best revenue to expense
ratios in the industry. These inside sales teams quickly
become expert at selling both new and established client
product lines. State of the art associate productivity
tools combine with individual and team call coaching
to create an environment of sales excellence and
continuous improvement.
To complement our sales teams, we also deploy
dynamic, integrated Electronic Direct Marketing (EDM)
touchplans to increase bottom line profitability. Marketing
Analytics provide our sales management teams with
the end-to-end analytics tools needed to uncover new
revenue opportunities, develop EDM campaigns, and
monitor every aspect of program productivity.
Other Customer Acquisition offerings include:
1 TeleTech Quote-to-Cash: A proprietary system
that enables efficient order entry and
management so that our clients can realize
revenues sooner. By deploying TeleTech’s hosted
Quote-to-Cash platform in conjunction with their
existing Enterprise Resource Planning (ERP) or
financial systems, TeleTech clients have reduced
their order entry times by up to 67%. This enables
more transactions to be completed in a day and
allows sales representatives to focus on what they
do best – selling.
2 TeleTech Personal E-commerce Sites: TeleTech
also delivers client-branded, personalized
e-commerce websites for self-service customer
transactions. TeleTech currently has over 250,000
registered users on its personalized e-commerce
sites. In conjunction with the TeleTech
Quote-to-Cash platform, TeleTech E-commerce
delivers customer-personalized websites that take
just a few mouse clicks to customize and deploy.
This instantly delivers a new sales channel and
improves unassisted sales, reducing the need for
sales representatives to handle simple order
processing so they can focus on new sales
opportunities. For one client, TeleTech’s
personalized e-commerce sites drive
approximately 14% of their entire program
revenue.
Customer Acquisition Dedicated, consultative-selling professionals who are hired and trained to help our clients increase sales, improve profitability, and build stronger customer relationships at some of the best revenue to expense ratios in the industry. TeleTech Quote-to-Cash By deploying TeleTech’s hosted Quote-to-Cash platform in conjunction with their existing Enterprise Resource Planning (ERP) or financial systems, TeleTech clients have reduced their order entry times by up to 67%. TeleTech Personal E-commerce Sites Personalized e-commerce websites for self-service customer transactions.
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Account Management
TeleTech focuses on growing, developing, and
strengthening sales relationships to create new sources
of stable, recurring revenue. Our clients experience
lasting benefits from our commitment to long-term
account development and growth.
TeleTech account retention and development systems
ensure that our clients grow their share of wallet with top
accounts, quarter to quarter, year to year. With efficient
TeleTech sales and marketing solutions in place for
their key product lines, we can design market coverage
strategies that meet the client’s long-term goals.
TeleTech can manage new demographic segments,
whole geographies, or reach accounts that are under-
served by existing sales resources. TeleTech solutions
scale to fit client needs with exceptionally low expense-
to-revenue ratios.
Additionally, building a successful customer retention
and development program involves much more than just
excellence in sales. TeleTech analytics, marketing, and
transaction processing ensure long-term success.
Customer Retention
TeleTech offers proven capabilities in the entire sales
process – including retention and growth. The flexibility
and power of our fully-integrated sales, marketing,
and analytics services enable clients to stay engaged
with their customers on any scale and at any depth.
TeleTech can design and deploy effective, multichannel
touchplans that span the entire customer life cycle – from
acquisition, conversion, account penetration, retention,
and reactivation. TeleTech touchplans can start after a
point of sale, span over 200 days and include e-mail,
web, and voice touchpoints for proactive customer
management. With our cross-industry experience in
prospect identification and targeting, complex lead
generation, sales stimulation, and comprehensive
retention and reactivation campaigns – TeleTech can
retain and grow our clients’ customers. TeleTech
customer retention offerings include loyalty campaigns,
churn reduction programs, account reviews, cross-sell
and up-sell programs, and save desk services.
Account Management TeleTech account retention and development systems ensure that our clients grow their share of wallet with top accounts, quarter to quarter, year to year. Customer Retention TeleTech touchplans can start after a point of sale, span over 200 days and include e-mail, web, and voice touchpoints for proactive customer management.
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Service to Sales
Keeping customers engaged and providing consistent
returns in the current economic environment is the top
challenge that even the highest performing companies
now face. To remain viable, companies need to target
new revenue opportunities but may not have the
expertise or budget to do so internally. One key area
often overlooked is the revenue potential inherent in
day-to-day contact center operations. Contact centers,
traditionally viewed as a required expense to serve,
actually contain a huge profit potential if managed
correctly. Customers touch contact center operations
more than any other part of a company’s organization.
TeleTech has increased client revenue by as much as
30% by deploying Service to Sales.
TeleTech’s Service to Sales concept entails leveraging
the existing flow of naturally occurring inbound customer
service and technical support contacts (voice or chat)
and introducing a revenue generation component.
Service to Sales integrates revenue generation as a top
key performance indicator in traditional contact center
operations. The product focuses on three key areas to
drive sales success: operational process transformation,
extensive training and coaching to enable contact center
staff to sell effectively, and technology enablers to provide
end-to-end support for the service-to-sales process.
Marketing Analytics
TeleTech marketing plans intelligently integrate campaign
marketing, analytics, and direct marketing to deliver a
strong return on investment and build customer loyalty.
TeleTech knows intelligent database and campaign
analyses lead to higher response and conversion
rates. At TeleTech, we offer robust analytics services to
develop customer profiles, segment customers, monitor
customer transaction data, and leverage sales reports
and website data to improve results.
Marketing analytics services include:
1 List Acquisition and Customer Database:
We provide targeted lead generation and sales lists,
and develop customer databases based on customer
transaction data.
2 Campaign Development and Automation: Database
marketing, including testing and optimization, is
used to develop campaigns with follow-up
performance analysis.
3 Marketing Analytics: We develop customized
propensity modeling and perform segmentation analyses
to identify targets most likely to respond to a specific
offer or message.
4 Sales Reporting: We drive increased sales performance
by monitoring key performance indicators and identifying
opportunities to boost program performance.
5 Web Analytics: We leverage website data, such
as customer activity and usability, to improve
website performance and enhance the
e-commerce experience.
Service to Sales Focuses on three key areas to drive sales success: operational process transformation, extensive training and coaching to enable contact center staff to sell effectively, and technology enablers to provide end-to-end support for the service-to-sales process. Marketing Analytics We offer robust analytics services to develop customer profiles, segment customers, monitor customer transaction data, and leverage sales reports and website data to improve results.
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Electronic Direct Marketing
Using a dynamic rules-driven approach that enables
us to deliver the right offer to the right customer at the
right time, TeleTech can design and execute multi-touch
integrated electronic direct marketing (EDM) programs
that enhance the lifetime value of each customer
relationship. The quantity and sophistication of these
integrated e-mail contacts can range from simple e-mails
pushed by an outbound sales representative as follow-up
to a phone conversation, to complex and highly
integrated event-triggered e-mails that are automatically
generated based on business rules, purchase history,
segmentation models, and subscription preferences.
We offer leading edge EDM services that provide
measurable results, brand awareness, and cost-effective
sales. And, all transaction e-mails provide customer opt-in
and opt-out and bounced e-mail management services.
Our EDM offerings include:
1 Broadcast E-mails: Highly effective for notifying customers
about products and services with personalized customer
name, sales representative name, and account information.
2 Sales Representative Push: Create compelling
transaction-based e-mails for representatives to send to
customers while they are on the phone to close the sale
faster. The e-mail may contain information about the
client’s website, CRM and order-to-cash systems, new
products, or warranty or credit offers.
3 Event Triggers E-mails: Highly effective cross-sell,
up-sell, and retention touches that are automatically sent
following a recent sale, when products are abandoned in
a shopping cart, after a specified number of purchases,
before a warranty expires, and more.
4 Subscription-based E-mails: Address customer-set
preferences and provide special offers and product
updates based on their preferences. TeleTech sets
up a hosted URL where the self-service features can
be activated.
5 Additional Services: HTML eQuotes, transactional
HTML invoicing, business rules engine, and intranet or
internet sales reporting for a full EDM solution.
Electronic Direct Marketing TeleTech can design and execute multi-touch integrated electronic direct marketing (EDM) programs that enhance the
lifetime value of each customer relationship.
These integrated e-mail contacts can range from simple e-mails pushed by an outbound sales rep as follow-up to a phone conversation, to complex and highly integrated event-triggered e-mails that are automatically generated based on business rules, purchase history, segmentation models, and subscription preferences.
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...the TeleTech GigaPOP® network technology is a proven
implementation, hardened over years of operation that
delivers 2.5 billion Voice over Internet Protocol (VoIP)
minutes every year to over 40,000 service delivery
associates worldwide.
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Companies who need to upgrade or expand their
contact centers with limited CAPEX budgets can
quickly plug into TeleTech’s Hosted OnDemand
Contact Center services. Clients can rapidly deploy
state of the art technology without capital expendi-
ture or implementation risks such as project delays,
cost overruns, or market changes. TeleTech’s soft-
ware as a service (SaaS)-based delivery breaks the
bonds of on-premise hardware and software in-
vestments, and frees clients to move customer serv-
ice operations to anywhere in the world, at any time.
Hosted Technology
Hosted TechnologyHosted OnDemand Contact Center
Automated Voice Services
Knowledge Management Services
Customer Alerts and Notifications
Associate Productivity Suite
Customer Interaction Cloud
TeleTech@Home
TeleTech Solutions
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Unlike risky internal projects or smaller cloud-based
startups, the TeleTech GigaPOP® network technology is a
proven implementation, hardened over years of operation
that delivers 2.5 billion Voice over Internet Protocol
(VoIP) minutes every year to over 40,000 service delivery
associates worldwide. TeleTech is the chosen provider
for some of the largest service delivery operations in
the world because of its ability to rapidly scale to meet
changing market conditions.
TeleTech’s hosted technology solutions provide clients
with an attractive set of options. TeleTech can move
client contact centers to the cloud, improve contact
center productivity, and integrate social media into
customer relationship management offerings. Altogether,
we help clients enhance their operations with lower
costs, reduced risk, and higher customer satisfaction.
Hosted OnDemand Contact Center
TeleTech leads the contact center market in technology
innovation. Throughout our history, we have continuously
invested in our GigaPOP infrastructure. Our global VoIP
backbone delivers high-quality customer calls anywhere
in the world. With automatic call distribution (ACD), we
route multichannel customer interactions to the right
associate regardless of their location. With computer
telephony integration (CTI), we integrate customer
information with incoming calls and our interactive voice
response (IVR) service automatically guides incoming
customer calls to the best resource or provides self-
service IVR functions.
Hosted OnDemand Contact Center offerings include:
1 Automatic call distribution (ACD) services
2 Interactive voice response (IVR) services and applications
3 Our proprietary, hosted quality assurance (QA)
application - EyeQ360
4 Computer telephony integration (CTI) applications
and services
5 Our proprietary customer interaction management and
dynamic scripting solution - Expert Insite
6 Online services like Click-to-Chat and Click-to-Call
7 E-mail and text support (SMS/MMS)
8 eWorkforce management (eWFM) solutions
9 Hosted Knowledge Management and Social
Knowledge Services
10 TeleTech@Home Hosted Solutions including
TeleTech@Home desktop support and our secure
WorkBooth® technology
TeleTech manages a growing number of
service delivery centers worldwide as well as
a robust at-home workforce. This motivated us
to centralize our IT infrastructure into the global
TeleTech GigaPOP® network which separates
our IT infrastructure from our physical serv-
ice centers. TeleTech clients can meet rap-
idly changing service requirements by adding
service delivery resources from anywhere in
the world without installing new infrastruc-
ture. Through our consolidated data cent-
ers, clients benefit from global access to all
major markets. This provides simplified
interactions with customers at every turn
through our technology solutions, hosted
services, and VoIP services.
Hosted OnDemand Contact Center Our GigaPOP infrastructure delivers over 2.5 billion VoIP minutes per year to over 40,000 associates around the world.
With automatic call distribution, we route multichannel customer interactions to the right associate regardless of their location. With computer telephony integration, we integrate customer information with incoming calls and our interactive voice response service automatically guides incoming customer calls to the best resource or provides self-service IVR functions.
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11 Quote-to-Cash and order entry and
management systems
Automated Voice Services
Our comprehensive, self-help services reduce costs
while reaching more customers. TeleTech offers touch-
tone and speech-based hosted IVR applications with
personalized user interfaces that can be customized
to meet individual customer care, commerce, and
information service needs. By reducing or eliminating
long waits and hold times, clients can improve
satisfaction and capture lost revenue opportunities.
TeleTech’s automated voice services also include
automated customer satisfaction (CSAT) surveys that can
be offered to customers after every interaction or to a
select group of customers at any given time. Automated
CSAT ensures that clients can continually measure their
customers‘ experience in real-time for service delivery
improvement programs.
Customer Notification Services
TeleTech has extensive experience implementing and
managing successful outbound contact programs both
from an operational and a technology perspective – for
sales, collections, customer service, and lead generation.
The TeleTech customer notification and dialer engineering
and operations team has over 125 years of combined
experience in designing, deploying, and operating
outbound customer dialer campaigns globally.
TeleTech’s customer notification services include:
Lead management; dialer management; disposition
management; associate desktop integration; and
reporting. Additional features include call recording
via our EyeQ360 system; data exchange with clients;
campaign data analytics; and sales verification.
TeleTech also provides a complete set of automated
customer notification services over a variety of channels
including voice, email, and text (SMS) and excels at
accommodating quick response solutions to urgent
client needs.
Automated Voice Services Automated CSAT ensures that clients can continually measure their customers‘ experience in real-time for service delivery improvement programs. Customer Notification Services TeleTech’s customer alerts and notifications services include: Lead management; dialer management; disposition management; associate desktop integration; and reporting.
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Knowledge Management Services
TeleTech’s hosted knowledge base services enable
our clients to respond quickly and accurately to
customers, which results in improved resolutions
and greater levels of satisfaction. Our community
collaboration platform enables groups to work
together across contact centers, or in a TeleTech@Home
environment, to improve productivity by sharing
knowledge, best practices, and insights. In addition,
our Social Knowledge Services drive real-time
answers and insights, and improve satisfaction
by capturing and sharing information collected
from social media channels.
TeleTech Knowledge Management
offerings include:
1 Hosted Knowledge Base Solutions: Enable
associates to respond quickly and accurately to
customer inquiries for improved first contact
resolutions and customer satisfaction.
2 Knowledge Collaboration Solutions: Enable
community collaboration between associates and
across service delivery centers to improve
productivity through shared knowledge, best
practices, and insights.
3 Social Knowledge Services: Drive real-time
answers and insights, and improve satisfaction by
capturing and disseminating knowledge from the
client’s own customers’ social media interactions.
Associate Productivity Suite
TeleTech’s Associate Productivity Suite (APS) software
drives service delivery optimization by streamlining
customer and associate interactions. APS can be
deployed across associate desktops and workstations
to improve efficiency, reduce handle times, and increase
first contact resolutions. APS improves communication
and workflow processes between associates,
supervisors, and customers. Additionally, APS can
be leveraged to teach associates new and valuable
process and support program techniques outside of
the learning classroom, while they are on the sales or
service delivery floor.
TeleTech APS features include:
• Single Sign-on and Surface Integration: Fewer sign in
requirements and desktop windows result in increased
associate productivity, shorter handle times, and
improved customer satisfaction.
• Search and Knowledge Navigator: Solutions that quickly
promote the right knowledge and information to
associates to enable better customer satisfaction and
faster resolutions.
• Sidebar Tools: Desktop sidebars that deliver critical
workflow and process information to associates,
allowing them to navigate complex processes using
step-by-step decision models and frameworks.
• Event Monitoring: Workforce managers and team
supervisors can manage service center metrics in real
time vs. waiting for reports that are generated after an
opportunity is lost.
• Associate Notices: A broadcast messaging tool that
allows the transmission of one-way messages to groups
of associates. Notices can be real-time, scheduled,
or recurring.
• Secure Notepad: Secure Notepad provides associates
with a standardized tool for entering notes during a call
and then pasting them into various desktop applications.
Notes cannot be saved, making them ideal for programs
that have privacy requirements.
Knowledge Management Services TeleTech’s hosted knowledge base services enable our clients to respond quickly and accurately to customers, which results in improved resolutions and greater levels of satisfaction.
Associate Productivity Suite Associate Productivity Suite (APS) can be deployed across associate desktops and workstations to improve efficiency, reduce handle times, and increase first contact resolutions. APS improves communication and workflow processes between associates, supervisors, and customers.
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Customer Interaction Cloud
Customer Interaction Cloud (CIC) is a multichannel
hosted contact center solution delivered by TeleTech.
Designed specifically for small businesses, this joint
solution follows a cloud-computing or software-as-a-
service (SaaS) model, resulting in faster deployment
times and little capital investment. CIC delivers an entire
contact center in the cloud and advanced features
like call and case routing functions, universal queuing,
supervisory features and controls, and self-provisioning
of associates, call routing, and reports. TeleTech hosts
the entire CIC service on its GigaPOP platform using
a SaaS model that provides rapid implementation with
global scalability.
Customer Interaction Cloud features include:
• Pre-integrated Contact Center and CRM Solution:
Take out the guesswork—not to mention the expense
and frustration—out of integrating a contact center
and CRM. It all works together easily, transparently,
and naturally.
• Sales Services: Campaign screens and customer
records are immediately accessible for a 360-degree
view of the customer, including past purchases and
products or services that would best fit their needs.
• Support Services: Automatically capture, route, and
escalate cases from all channels based on business
rules for improved customer service.
• Routing Functions: The best available resource handles
each inquiry with proper routing functions in place.
Associates can work on multiple tasks from various
channels, and the solution facilitates interruptions for
high-priority tasks as required.
• Self-provisioning Services: Administrators can manage
all network and telephony configurations in a graphical
web portal, greatly simplifying the provisioning process.
• Multichannel Integration: Customers can reach
beyond standard inbound telephony channels to
include social networks such as Facebook, Twitter,
and other web channels.
• Supervisor Portal: Supervisors can view associate
metrics and call information, and silently monitor calls.
• Reporting: Reports provide valuable insight into the
health of customer relationships. Supervisors access
historical and real-time reports with a click of the mouse.
Customer Interaction Cloud Customer Interaction Cloud (CIC) delivers an entire contact center in the cloud and advanced features like call and case routing functions, universal queuing, supervisory features and controls, and self-provisioning of associates, call routing, and reports.
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TeleTech’s Enterprise Innovation solution improves the
efficiency of key back-office functional areas and bridges
the gap to the front office ensuring positive experiences
throughout the customer life cycle.
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Faced with accelerating global competition, compa-
nies must optimize their operations including their
enterprise and back-office business processes.
TeleTech provides innovative services that reduce
costs, streamline operations, and increase revenues
by eliminating bottlenecks that hold back sales.
Internal back-office enterprise projects frequently
get pushed to the back burner by higher visibility
efforts and emergency fire drills. Despite the costly
impact of inefficient or understaffed business proc-
esses, back-office processes rarely get the internal
attention that they deserve. At TeleTech, enterprise
outsourcing projects are elevated to a key deliver-
able, and we are focused on improving service met-
rics and levels based on our clients’ expectations.
Enterprise Innovation
Enterprise InnovationAdministration
Finance and Accounting
Logistics and Distribution
TeleTech Solutions
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TeleTech Enterprise Innovation Solutions dras-
tically improve efficiency by applying proven
expertise, global staffing, and management
resources to a company’s back-office busi-
ness processes. We’ve created processes that
solve companies’ biggest enterprise chal-
lenges including highly complex business
processes involving multiple systems that
enable order processing, account manage-
ment, and support for customer procurement
and fulfillment.
Administration
TeleTech administration services include order
management and inquiry services, customer enrollment
services and activations, and general account
management and servicing solutions. TeleTech delivers
services that can include anything from customer
mobile and device activations to inbound or “white mail”
correspondence which can include paper mail from
customers, return to sender letters, held bills, prepaid
ID forms processing, and billing reprints. TeleTech can
convert incoming mail to electronic or image formats
and enter these documents into the appropriate client
applications and document management systems for
improved processing and workflow.
Finance and Accounting
TeleTech finance and accounting services include fiscal
reporting, client billing, and client verification services;
as well as collections services. TeleTech associates can
perform accounts payable and accounts receivable
(AP/AR) functions that include bill correspondence,
cash reconciliation, and expense reporting. Financial
and accounting work can be managed through multiple
media, including e-mail, work tickets, fax, and traditional
mail and phone correspondence.
TeleTech has also developed its own Quote-to-Cash
system and processes to expedite order processing and
fulfillment systems for better revenue and supply chain
management. TeleTech helps clients realize revenue
sooner and improve cash flow by streamlining the
customer quote, order management, invoicing, and cash
receipt process.
Administration Administration services include order management and inquiry services, customer enrollment services and activations, and general account management and servicing solutions.
Finance and Accounting Finance and accounting services include fiscal reporting, client billing, and client verification services; as well as collections services.
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Logistics and Distribution Logistics and distribution offerings include procurement, fulfillment, and processing services in addition to scheduling.
Logistics and Distribution
TeleTech logistics and distribution offerings include
procurement, fulfillment, and processing services
in addition to scheduling. TeleTech can manage
the provisioning and fulfillment of faulty products or
product returns. We can also handle the back-office
support for client product provisioning and fulfillment
for on-time product delivery and ensure that cancelled
orders are minimized.
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TeleTech delivered more than
9 million training hours, and
facilitated 1.46 million course
completions in 2009 – with
93.54% employee satisfaction.
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Copyright 2010© TeleTech Holdings, Inc.
For organizations that need to improve employee
operational performance, TeleTech delivers Learning
Innovation solutions that increase speed to profi-
ciency as well as reduce learning curves and training
expenses. Unlike learning programs that focus on a
single venue or platform, TeleTech deploys a blended
methodology which includes virtual, job-simulation
environments, eLearning courses through TeleTech
University, blended instructor-led training, interac-
tive social media networking and collaboration, and
intuitive 3D and game-based learning courses.
Learning Innovation
Learning InnovationLeadership Learning
Mobile Learning
Video Learning
Social Learning
eLearning
TeleTech Solutions
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TeleTech University houses more than 2,000
eLearning courses and over 40 stand-
ard reports – plus a host of custom reports.
Intertwining TeleTech University with Iris,
TeleTech’s social network platform, learners
can interact with peers, trainers, manage-
ment, and even senior executives to produce a
truly unique bottom-up and cross-functional
learning atmosphere.
TeleTech delivered more than 9 million train-
ing hours, and facilitated 1.46 million course
completions in 2009 – with 93.54% employ-
ee satisfaction. Courses have been offered in
English, Spanish, Portuguese, and Chinese.
TeleTech has also been a recipient of the
CRM Excellence Award for enabling a client to
increase its customer satisfaction scores by
more than 17% while reducing training costs
by more than 41%.
Leadership Learning
TeleTech has created a comprehensive and unified
blended employee development structure named the
TeleTech Leadership Institute. The Leadership Institute
was built to create a business-focused development
program that pinpoints key performance indicators
and blends them with proven employee satisfaction
and retention principles. It offers an array of learning
solutions and tools specifically designed for high-
performing and high-potential employees. The employee
development system includes a university-like course
structure with basic courses as well as advanced
courses for senior levels.
Mobile Learning
Mobile learning is a growing phenomenon. By 2012,
there will be over 1.2 billion mobile devices – equaling
the number of computers deployed worldwide. TeleTech
delivers mobile-friendly learning courses that can be
taken from any mobile device. During long commutes
on public transportation and while on long flights,
learners can use a mobile device to access eLearning
courses. The courses can be taken in real-time or offline.
If taken offline, once the learner has Internet access
the completion data and assessment results will be
automatically updated to TeleTech University.
Video Learning
TeleTech has incorporated video into key parts of its
learning business leveraging the latest High-Definition
Video (HDV) distance learning technologies. In today’s
economic environment, it is essential to provide the best
possible learning experience while managing the bottom
line. Subject matter experts and facilitators, no matter
their physical location, can deliver training and share
best practices from anywhere in the world by utilizing
video learning. While substantial cost savings occur, one
facilitator can simultaneously deliver the same message
to multiple locations to ensure consistent message
delivery. Through TeleTech’s Trainer Certification program,
facilitators acquire virtual delivery techniques that keep
classes interactive and connected.
Conducting large training sessions and broadcasting
learning to multi-venues becomes easier and more
effective through HDV; and HDV allows companies to
perform real-time training, while recording the sessions
for learners to access and play back at their leisure –
even from their mobile devices.
eLearning
The majority of today’s learning audience grew up playing
gaming consoles or online games. They are familiar with
pulling relevant information, using “tour guides”, and
Leadership Learning The Leadership Institute was built to create a business-focused development program that pinpoints key performance indicators and blends them with proven employee satisfaction and retention principles.
Mobile Learning TeleTech delivers mobile-friendly learning courses that can be taken from any mobile device.
Video LearningTeleTech has incorporated video into key parts of its learning business leveraging the latest High-Definition Video (HDV) distance learning technologies.
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systematically switching between 3D screens with varying
degrees of complexity. Creating learning that reflects this
environment is instrumental in engaging new learners and
ensuring that they retain the relevant information.
TeleTech’s Learning Design and Development team
ensures that the design principle of the eLearning
courses align to the interests, responsibilities, and
performance requirements of today’s learners. Utilizing
green-screen technology also allows TeleTech to
virtually immerse individuals in any real, rendered, or
fantasy environment. This creative addition to standard
eLearning provides TeleTech clients with the ability to
create innovative video-based learning solutions that
engage learners.
Social Learning
The arrival of social networks like Facebook, Twitter,
YouTube, and LinkedIn has forever changed the way
people do business and learn. Instead of reading,
researching, and absorbing information from the web,
learners are writing, qualifying, and rating content.
Social learning empowers learners to do the same in
the training environment. Through a dynamic integration
of technologies and learning philosophies, training and
support resources can now collaborate online through
TeleTech’s social collaboration platform, Iris. Using
Iris, learners share ideas, feedback, and suggestions.
Everyone sees the material as it is created and while
being commented on. Once the learning material is
developed, trainers throughout the enterprise access the
same facilitator guides, which remain current through
collaboration and tight version control. Trainers, along
with other support personnel, can share comments
and best practices on what works – and what doesn’t
work – for each training module. The instructional design
team receives the real-time comments and can adjust the
material on the fly with updated and validated information.
Learners are then empowered to write comments into
the social platform, where all the learning material is
housed, providing instantaneous feedback to facilitators
and instructional designers. By linking the knowledge
management database to Iris, the training material will
point to processes, procedures, and other operational
information. This removes the risk of outdated material
being taught in training classes.
Employees will be able to provide post-training feedback
directly to the training team as they will be able to
comment and rate the operational merit of the learning
once they reach production. This immediate and
constant feedback from all levels creates a unique and
engaging learning experience for all involved.
eLearning TeleTech’s Learning Design and Development team ensures that the design principle of the eLearning courses align to the interests, responsibilities, and performance requirements of today’s learners.
Social Learning Through a dynamic integration of technologies and learning philosophies, training and support resources can now collaborate online through TeleTech’s social collaboration platform, Iris.
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TeleTech delivers cost
vs. benefit analysis on
which types of customer
interactions should be
managed by which channels
for better service delivery
optimizations and customer
experience.
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Copyright 2010© TeleTech Holdings, Inc.
TeleTech Professional Services empowers our cli-
ents’ organizations with a unique approach to
optimized service delivery, going beyond tradi-
tional contact center data and analysis techniques.
Our proven methodology starts with helping
clients identify their current business objectives and
defining key criteria for success. We then take an
unbiased, fact-driven approach to solving business
issues by delivering more than just traditional
reports drawn from individual data sources.
This multi-dimensional approach requires collecting
relevant information from multiple disparate data
sources. Through our state of the art toolset, we
apply sophisticated quantitative analysis and lever-
age our deep service delivery experience. Predictive
modeling techniques are used to analyze past and
current customer information to determine future
trends and root causes for hard-to-find perform-
ance problems. From there, we identify correc-
tive actions to be implemented, that can positively
affect the bottom line. This methodical process en-
sures that the underlying factors of business issues
are addressed, leading to significantly improved
performance.
Professional Services
Professional ServicesIntegrated Customer Management
Service Delivery Architecture
Service Delivery Optimization
Revenue Performance Optimization
Technology Integration
TeleTech Solutions
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TeleTech Professional Services can perform
one-time assessments, benchmarking, and
analytic services that lead to concise, action-
able plans designed to address key business
issues in the service delivery center. We also
work with clients to execute our recommenda-
tions, turning those plans into reality through
specific, measurable actions. To ensure that
the business benefits we identify are continu-
ally realized, our tools and resources are also
offered on an ongoing basis through managed
services contracts. This positions our clients’
service delivery centers to move in the most
optimized, most profitable direction month
after month, year after year.
Integrated Customer Management
Today’s clients are challenged with the need to
manage multiple customer interaction channels while
transforming their customers’ experiences. The key is
determining the optimal customer support strategy by
mapping customer interactions to the right channel.
An Integrated Customer Management (ICM) program
assesses a client’s existing channels across all service
and sales programs. TeleTech deploys voice and
customer experience analytics to analyze call volumes
and interaction types. TeleTech delivers cost vs. benefit
analysis on which types of customer interactions
should be managed by which channels for better
service delivery optimizations and customer experience.
Customer interaction channels analyzed include voice,
e-mail, text (SMS), chat, social media, and self-service.
TeleTech delivers customer support roadmaps that
consist of actionable recommendations as well as the
business impact these recommendations will have on
clients’ current and future operations.
Service Delivery Architecture
Based on almost three decades of experience operating
service delivery centers, TeleTech delivers customized
architectures for high-performance service delivery
centers or the re-design of existing centers. Custom
architectures leverage TeleTech’s deep expertise in
requirements analysis, IP Telephony, service delivery
prototyping, simulated environments, customer
equipment simulation, call routing, proof of concept
development, and scalability testing.
Integrated Customer Management Customer interaction channels analyzed include voice, e-mail, text (SMS), chat, social media, and self-service.
Service Delivery Architecture Custom architectures leverage TeleTech’s deep expertise in requirements analysis, IP Telephony, service delivery prototyping, simulated environments, customer equipment simulation, call routing, proof of concept development, and scalability testing.
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Service Delivery Optimization
TeleTech’s operations assessments deliver an end-to-
end review of customer service operations, including
operational metrics, methods and procedures,
call routing and self-service technology, workforce
optimization, training, and employee incentives,
providing a roadmap of actionable recommendations
for improvement.
TeleTech’s operations benchmark services provide an
evaluation of service delivery center performance against
normalized industry metrics yielding a performance
scorecard addressing the key operational metrics of the
service delivery center as well as a quantification of the
financial impact of improving each metric. Operations
analytics deliver a holistic analysis of service delivery
center metrics blending existing performance indicators
with primary research.
Revenue Performance Optimization
TeleTech’s sales opportunity assessments provide an in-
depth review of customer-facing processes designed to
uncover latent opportunities for improving (or introducing)
revenue enhancing tactics as part of a coordinated
roadmap of revenue generation initiatives.
TeleTech’s customer retention analytics define
interactions across all customer-facing processes
designed to identify customer retention risks that can
be acted upon through a series of recommendations for
customer prediction, reaction, and recovery.
Technology Integration
TeleTech delivers evaluations of the infrastructure,
technology, and applications utilized in customer-facing
operations compared to TeleTech’s state of the art
customer interaction capabilities. TeleTech also delivers
comprehensive systems integration services to ensure
that service delivery infrastructure systems are integrated
efficiently and effectively with corporate CRM, ERP,
financial, and business systems, as well as custom or
proprietary applications and environments.
Service Delivery Optimization Operations assessments deliver an end-to-end review of customer service operations, including operational metrics, methods and procedures, call routing and self-service technology, workforce optimization, training, and employee incentives. Revenue Performance Optimization Provides an in-depth review of customer-facing processes.
Technology Integration TeleTech delivers comprehensive systems integration services to ensure that service delivery infrastructure systems are integrated efficiently and effectively.
CORPORATE HEADQUARTERS
9197 South Peoria Street
Englewood, Colorado 80112
Phone: +1.800.TELETECH or
+1.303.397.8100 (outside the US)
Fax: +1.303.397.8199
Email: [email protected]
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ASIA-PACIFIC
Australia and New Zealand 154 Pacific Highway St. Leonards NSW 2065 Australia Phone: +61 2 9844 1100 Fax: +61 2 9930 1630 Email: [email protected]
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