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July 22, 2010

TeleTech enters into strategic alliance with Lithium Technologies

To combine customer networks with traditional customer relationship management offerings

By CBR Staff Writer

TeleTech, a business process outsourcing (BPO) company, has entered into a strategic alliance with Lithium Technologies, a provider of Social CRM, to develop a fully integrated offering for serving the social customer.

The company said that the new offering will combine customer networks with traditional customer relationship management offerings, and ensures a positive end-to-end customer experience.

According to TeleTech, the new offering will include four components to bridge the gap between social media channels and traditional contact centre channels.

The company claims that the four components – Social CRM Professional Services; Hosted Customer Network; Social Interaction Centre; and Social Knowledge Services will enable customer reference selling, better brand control and extend the reach of customer services.

Michael Fauscette, vice president for Software Business Solutions at IDC, said: "Customers are more empowered than ever before. Social web channels have given anyone with a broadband connection the ability to collaborate with peers and find information by themselves.

"This partnership will integrate Lithium’s social platform with TeleTech’s customer management expertise and skills to enable companies to deliver the new social customer service capabilities that the social customer requires."

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