TeleTech, a provider of technology-enabled business process outsourcing offerings, has signed an agreement to acquire the Integrated Contact Solutions (ICS) business unit and associated assets, including intellectual property, of eLoyalty.
ICS provides consulting, systems integration, application development for large, complex, multi-channel data, telephony and converged IP-based customer management offerings, leveraging both cloud- and premise-based environments.
Through this acquisition, TeleTech will expand its existing suite of cloud-based offerings with an end-to-end capability that spans both fully managed and hosted customer management environments while ICS will benefit from leveraging TeleTech’s global IP-based infrastructure.
TeleTech chairman and CEO Ken Tuchman said clients are seeking a partner who can bring strategy, technology and operations together to seamlessly deliver a truly transformative customer experience.
"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," Tuchman said.
The company expects to close the acquisition by the second quarter end of 2011.
