TeleTech will leverage social customer networks as a channel for enhanced customer service and marketing. The result will be the most integrated user experience available across customer contact channels, from the corporate website to the contact center. The combined solution will provide enterprises with new revenue generation, customer management, knowledge management and customer analytic opportunities.

"One of the most underutilized assets of any organization today is the amount of content, knowledge and influence their social customers have on their business and in defining the overall customer experience," said Kenneth Tuchman, chairman and CEO of TeleTech. "By leveraging today's best social and traditional CRM practices, our clients can maximize this emerging asset for better customer acquisition, retention and loyalty."

"We're thrilled to announce our strategic alliance with TeleTech," said Lithium CEO and co-founder, Lyle Fong. "TeleTech understands that active customer networks are critical to an organization's customer facing operations. The combined TeleTech and Lithium solution provides measurable ROI through cost savings, enhanced services and new revenue opportunities."

The combined TeleTech and Lithium solution provides service, marketing and sales benefits to today's enterprises looking to deploy integrated customer management solutions. These solutions are comprised of four components which bridge the gap between social media channels and traditional contact center channels. The components enable customer reference selling, better brand control and will extend the reach of customer service, unlocking millions of dollars in untapped opportunity:

• Social CRM Professional Services: Consulting and planning services for social CRM strategy, analytics and integration into new and traditional customer support channels.

• Hosted Customer Network: Market-leading hosted communities for client-branded forums, blogs, ideation, chat and tribal knowledge bases. The platform includes extensive analytics, APIs, and is available in multiple languages.

• Social Interaction Center: Specially-trained associates working on social-enabled workstations can provide advanced customer support and monitoring services over multiple social media channels. Associates can also be deployed for marketing, promotions and sales programs over social channels. (continued...)

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