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TeleTech and Satmetrix Partner for Customer Experience Management

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February 09, 2012

TeleTech and Satmetrix Partner for Customer Experience Management

By Michelle Amodio, TMCnet Contributor

Two key players in the customer experience management (CEM) space have collaborated to bring a broader suite of CEM products to businesses. TeleTech (News - Alert) and Satmetrix, providers of BPO solutions and CEM software respectively, will offer TeleTech’s CEM portfolio to now include Satmetrix’s Net Promoter technology.

Customer Experience Management (CEM) can help businesses create customers acquire and retain customers of their own and result in increased profit margins. This partnership makes TeleTech the only BPO provider that utilizes the Net Promoter methodology, which will give clients the ability to improve their CEM processes.

Customer experience is shaped by all the contributors to an organization’s processes, policies and culture, in addition to the physical product or service associated with the customer’s need. Thus, it is impacted by the degree of alignment among departments and the use of proper technology.

By bringing technologies together, both TeleTech and Satmetrix have a leg-up in the CEM arena.

"We are delighted to welcome Satmetrix to the growing family of TeleTech partners," noted Ken Tuchman, Chairman and CEO of TeleTech. "Net Promoter has become the proven industry standard for measuring the quality of the customer experience. By building the Net Promoter methodology into our solution on the front lines, we will help our clients proactively take action and create more positive interactions that will ultimately increase loyalty, word of mouth advocacy and shareholder value."

TeleTech was positioned by Gartner, Inc. in the Leaders quadrant of the Gartner (News - Alert) Magic Quadrant: Customer Management Contact Center BPO, Worldwide, 2011, earlier in January.

"We've reached a tipping point in the customer revolution. Disruptive technologies have shifted the power to define a company's brand to the customer, therefore placing unprecedented urgency on the need for companies to update their outdated customer management strategy and technology," said Ken Tuchman, chairman and CEO of TeleTech. "We believe being positioned in the 'Leaders' quadrant by Gartner confirms TeleTech's leadership in helping clients achieve competitive differentiation through superior customer experiences."

Michelle Amodio is a TMCnet contributor. She has helped promote companies and groups in all industries, from technology to banking to professional roller derby. She holds a bachelor's degree in Writing from Endicott College and currently works in marketing, journalism, and public relations as a freelancer.

Edited by Stefanie Mosca

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