As we look toward the future of customer experience management (CXM), it’s clear that businesses need partners who can bring not only expertise and innovation but also a deep commitment to client outcomes. That’s why I am proud to share that TTEC has been recognized as a Leader in Everest Group’s 2024 Customer Experience Management (CXM) Services PEAK Matrix® Assessment for the Americas. Additionally, TTEC was ranked as a Major Contender in the EMEA and APAC regions.
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This recognition underscores the global commitment we’ve made to deliver cutting-edge, AI-powered CX solutions that meet the needs of clients across industries. Everest Group’s acknowledgment shines a light on our ability to help clients transform their customer experience with a unique combination of digital innovation, human insight, and global reach.
Why Everest recognized TTEC
What stood out to Everest was our adoption of generative AI, conversational messaging, and omnichannel solutions that position us at the forefront of CX innovation. Our AI-powered tools, including RealSkill simulated training and Let Me Know knowledge assistance were noted for improving employee engagement and accelerating customer outcomes.
In addition, Everest took note of efforts to expand our global delivery network with new onshore, nearshore, and offshore CX locations. Our designation as a Major Contender in EMEA and APAC speaks to our progress in these key regions.
We’ve been growing our footprint in new geographies like Colombia, Egypt, Malaysia, South Africa, and Rwanda, providing scalable and cost-effective solutions that drive measurable results. This recognition affirms our ability to deliver meaningful CX improvements by adapting our global expertise to the unique needs of each market.
Everest Group also called out TTEC Digital’s CX strengths, extensive delivery footprint, and strategic alliances with leading technology partners, such as Genesys, AWS, Microsoft, and Google.
"TTEC holds a leading position in the Americas market, leveraging its workforce of over 50,000 agents and advanced AI-driven and digital tools," said David Rickard, Partner at Everest Group. "TTEC has expanded its global delivery network with new centers across onshore, nearshore, and offshore locations, while launching innovative engagement models, such as SandCastleCX for pre-sales engagement and SurroundCX for managed services, to enhance client satisfaction and operational efficiency. Partnering with hyperscalers, TTEC offers comprehensive CXM solutions, including consulting, implementation, managed services, revenue generation, and tech support. This has helped identify TTEC as a Leader in Everest Group's Customer Experience Management (CXM) Americas – PEAK Matrix® Assessment 2024."
A trusted partner in CXM transformation
These recognitions from Everest Group are a powerful validation of TTEC’s position as a trusted CXM partner on a global scale. Our focus on innovation, digital transformation, and AI-powered solutions is helping businesses across the world meet the challenges of an increasingly complex, digital-first landscape. As TTEC continues to expand its capabilities and strengthen its global reach, we remain dedicated to driving the business outcomes that matter most to our clients: increased revenue, operational efficiency, and lasting customer loyalty.
