TeleTech Launches Retail Voice Portal

TeleTech Holdings, Inc., a leading global business process outsourcing (BPO) provider, today announced that it has launched a retail voice portal designed to provide a centralized inbound solution to geographically dispersed retailers.

The retail voice portal is the newest addition to the TeleTech® OnDemand™ suite of products and reinforces TeleTech’s pioneering leadership in the hosted BPO market. It allows big box and other Global 1000 retailers to have local store calls routed to a central location using a nationwide voice over Internet protocol (VoIP) network and an automated interactive voice response (IVR) system. The solution can result in significant financial benefits by generating thousands of dollars in additional revenue per day per store and providing greater in-store productivity for retailers.

The retail voice portal allows local callers to tap into a centralized, consistent menu that provides local store information as well as a variety of other options. Callers are then quickly and efficiently routed to the most appropriate location. Local store staff are free to handle in-store customers while prospective customers can utilize contact center specialists for routine calls or complicated technical questions.

“TeleTech’s retail voice portal offers the same high quality as a complete end-to-end traditional call without the switching and cost limitations of aging telephone networks, ” said Kenneth Tuchman, chairman and chief executive officer of TeleTech. “The retail voice portal increases revenue and improves overall customer satisfaction by reducing and even eliminating inbound calls that are dropped, misdirected, or poorly handled.”

TeleTech, a leader in serving the retail industry, brings together advanced technologies and human resources to deliver superior return on investment to clients through high-value, innovative solutions. TeleTech assists clients with agility and growth by transforming their infrastructure and business processes to optimize existing assets, lower costs, and provide new revenue streams.