A technology-enabled BPO solutions provider, TeleTech Holdings has signed a definitive agreement to acquire eLoyalty Corporation’s Integrated Contact Solutions (ICS) business unit and its assets, including intellectual property.
With regard to the portion of the business that TeleTech will acquire, ICS registered revenues in excess of $54 million in fiscal 2010. The acquisition is expected to be sealed in the second quarter of 2011, pending certain approvals, and will be immediately accretive to TeleTech’s earnings.
ICS has expertise in consulting, systems integration, application development as well as oversight of large, complex, multi-channel data, telephony and converged IP-based customer management solutions leveraging both cloud- and premise-based environments. ICS is recognized industry-wide for its more than 20 years of technical expertise in transforming customer management environments for large, multinational clients.
The TeleTech- ICS union will help TeleTech further its revenue diversification efforts by providing better counseling and technology-based offerings that should improve customers’ experience.
“Since our founding, TeleTech has been at the forefront of addressing market trends. Today, more than ever, clients are seeking a partner who can bring strategy, technology and operations together to seamlessly deliver a truly transformative customer experience,” Ken Tuchman, TeleTech chairman and CEO, said in a statement. “The combination of Peppers and Rogers Group’s consultative strength, ICS’s technological expertise and TeleTech’s operational excellence gives us an unparalleled ability to deliver on this challenge.”
The acquisition, in particular, will expand TeleTech’s existing suite of cloud-based solutions with an end-to-end capability, spanning fully managed to hosted customer management environments. By deploying TeleTech’s broad global IP-based infrastructure, ICS will greatly benefit.
TeleTech offers technology-based solutions to Global Top 1000 companies that maximize revenue, transform customer experiences and optimize business processes. TeleTech’s U.K. subsidiary recently entered into an agreement to provide advanced OnDemand services to a British contact centercompany in February last year.
From strategic consulting to operational execution, TeleTech serves clients in the communications and media, financial services, government, healthcare, technology, transportation and retail industries.