TTEC

Challenge

TTEC is one of the largest outsourcing partners in the world, providing global customer experience technology and digital transformation to clients across the globe. Despite being a large employer serving Fortune 500 companies, TTEC was relatively unknown in the public eye and enormously difficult to explain to the average client and/or average consumer. Our mandate was to raise awareness of TTEC’s services as well as communicate around the cybersecurity threats that TTEC faced.

About TTEC

TTEC Holdings, Inc. (NASDAQ: TTEC) is one of the largest global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. The Company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based Customer Experience as a Service platform. Serving iconic and disruptive brands, TTEC’s outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step the customer journey. Leveraging next-gen digital and cognitive technology, the Company’s Digital business designs, builds, and operates omnichannel contact center technology, conversational messaging, CRM, automation, and analytics solutions. The Company’s Engage business delivers digital customer engagement, customer acquisition & growth, content moderation, fraud prevention, and data annotation solutions. Founded in 1982 in Englewood, Colorado, the Company’s singular obsession with CX excellence has earned it leading client NPS scores across the globe. The Company’s nearly 58,500 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results.

Solution

Novitas Communications developed an entire strategy that involved several months of planning, to ensure that we understood the needs and priorities of TTEC. This included core messaging surrounding products, pitches and press releases for exciting new technologies launched and new offices opening around the world.

Because of our inability to discuss TTEC clients, we had to get very creative with what is considered ‘newsworthy’ and how to tell a story while withholding some information. First, we developed pitches and press releases for verticals including healthcare, the public sector, automotive, retail and ecommerce, travel and hospitality, and financial services. We identified and developed case studies for verticals to customize pitches and create a story. Next, we identified Subject Matter Experts and C-Suite executives for each vertical, and media trained them for interviews and speaking opportunities at trade conferences. To establish TTEC and its employees as innovative leaders, we secured membership of the Forbes Marketing Council for Nick Cerise, the CMO of TTEC, and published articles every six weeks on customer experience. We also pulled editorial calendars for each vertical to insert expertise from TTEC SMEs top tier media publications and trade publications. Additionally, we humanized the industry. Part of this was done through submitting awards for TTEC C-suite executives, managers, directors, call center teams, and everyone in between. We submitted these awards on behalf of leaders in the Asia Pacific region, Canada, South America and the United States. We also mined amenable clients to tell their stories in the media to show rather than tell how effective TTEC’s robust offerings were. Overall, we worked tirelessly to increase greater brand awareness for TTEC as an industry leader in technology, and secured paid media placements with Forbes, Business Journals, CNN and CMS Wire. An unexpected challenge arose, and we provided media support and expertise helping TTEC through challenging cybersecurity threats, ransomware attacks, layoffs and issues exacerbated by the COVID-19 pandemic. When managing crises such as ransomware attacks, we worked hard to keep TTEC out of the media, as news of the threats spread.

Results

Awards Won