DENVER, Dec. 2, 2024
/PRNewswire/ -- TTEC Holdings Inc. (NASDAQ: TTEC), a leading global
CX (customer experience) technology and services innovator for
AI-enabled CX with solutions from TTEC Engage and TTEC Digital,
today announced that TTEC Digital has completed the first phases of
a successful global sales process optimization program with
Westcon-Comstor, a global technology provider and specialist
distributor.
Westcon-Comstor operates across EMEA and APAC, connecting the
world's leading IT vendors with a channel of technology resellers,
systems integrators and service providers. It goes to market
through two lines of business: Westcon and Comstor.
While embarking on a business-wide digital transformation, the
company saw an opportunity to optimize its selling activities and
data systems by streamlining its sales process, unifying its data,
and empowering its teams with modern, data-driven tools. Through a
rigorous request for proposals (RFP) process, Westcon-Comstor
sought a partner with deep expertise in Microsoft Dynamics 365
Sales and proven ability to execute complex projects on a global
scale. Ultimately, Westcon-Comstor selected TTEC Digital to execute
a full sales process optimization (SPO) program.
"As a global firm, we wanted a partner who understood our
culture and could work on a global basis," said Dwight Pitter, Chief Information Officer,
Westcon-Comstor. "We recognized that TTEC Digital could take a
multi-pronged approach by levering its teams in Europe, the Middle
East, Africa, and
India to ensure a comprehensive
and holistic strategy. TTEC Digital has been instrumental in
enabling us to achieve our vision of having a unified, consistent
way of presenting the right opportunities, data, and leads to our
people on a global basis."
The SPO program is active in 62 countries, and has achieved
impressive results to date, including:
- more than 1,700 users with a 92% adoption rate for daily sales
activities
- 158,000 new sales leads
- substantial increases in data accuracy and win rates.
"Westcon-Comstor recognizes the important role that a
consistently excellent sales process plays within the customer
experience. Often a customer's first meaningful interaction with a
brand, the sales engagement sets the tone for how the customer
perceives the brand and ultimately whether they decide to become a
repeat customer," said Dave Seybold,
CEO, TTEC Digital. "As a leading global CX consulting and
technology services firm, TTEC Digital has helped many clients
through similar transformations, and we are proud help
Westcon-Comstor improve their CX through sales process
optimization."
Through deep-dive workshops with Westcon-Comstor, TTEC Digital
was able to understand the firm's challenges and requirements,
identify key metrics for measuring progress, ensure end user
buy-in, and establish a transformation plan. Work on the project
has advanced in two phases, beginning with a pilot in 2023 and
continuing with a global rollout in 2024 across more than 60
countries. Work to further optimize the SPO program is ongoing.
For more information about TTEC Digital's work with
Westcon-Comstor, please visit
https://ttecdigital.com/case-studies/westcon-comstor.
About TTEC
TTEC (pronounced T-TEC) Holdings, Inc. (NASDAQ: TTEC)
is a leading global CX (customer experience) technology and
services innovator for AI-enabled digital CX solutions. Serving
iconic and disruptive brands, TTEC's outcome-based solutions span
the entire enterprise, touch every virtual interaction channel, and
improve each step of the customer journey. Leveraging next-gen
digital technology, the Company's TTEC Digital business
designs, builds, and operates omnichannel contact center
technology, CRM, AI and analytics solutions. The Company's TTEC
Engage business delivers AI-enhanced customer engagement, customer
acquisition and growth, tech support, back office,
and fraud prevention
services. Founded in 1982, the Company's singular obsession with CX
excellence has earned it leading client, customer, and employee
satisfaction scores across the globe. The Company's employees
operate on six continents and bring technology and humanity
together to deliver happy customers and differentiated business
results. To learn more visit us
at https://www.ttec.com.
Media Contact:
Meredith Matthews
+12817702566
meredith.matthews@ttec.com
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SOURCE TTEC Holdings, Inc.