AUSTIN, Texas, Dec. 17, 2025 (GLOBE NEWSWIRE) -- TTEC Holdings Inc. (NASDAQ: TTEC), a leading global CX (customer experience) technology and services innovator for AI-enabled CX, today announced that TTEC Digital has been recognized as a Leader and Star Performer in the 2025 Everest Group PEAK Matrix® Assessment for Digital Transformation Services for Mid-market Enterprises. Everest Group’s PEAK Matrix® is a renowned industry benchmark that measures impact in market adoption, portfolio mix, value, vision, ...

AUSTIN, Texas, Dec. 11, 2025 (GLOBE NEWSWIRE) -- TTEC Holdings, Inc. (NASDAQ: TTEC), a leading global CX (customer experience) technology and services innovator for AI-enhanced CX, today announced that it has been recognized as a Major Contender in the Everest Group Sales Services (B2B & B2C) PEAK Matrix® Assessment 2025. This marks an important milestone for TTEC, representing the first time the company’s end-to-end RevGen capabilities have been evaluated and acknowledged in the Everest Group Sales Service ...

Core Insights - TTEC Holdings, Inc. achieved three Gold Awards at the 2025 European Contact Centre & Customer Service Awards, highlighting its excellence in customer experience technology and services [1][3]. Group 1: Awards and Recognition - TTEC won Gold Awards for Best Strategic Transformation Program, Best Multilingual Customer Service, and Best Approach to Diversity, Equity, Inclusion and Belonging (DEIB) [3][5]. - TTEC Digital's partnership with Willis Towers Watson was recognized for integrating advanced analytics and omnichannel technology in UK contact centers, enhancing customer and colleague experiences [4]. - TTEC Greece's multilingual service model supports 16 languages and is driven by diversity, leading to high employee engagement and customer satisfaction [5]. Group 2: Additional Achievements - TTEC Greece also received a Bronze Award for Most Effective Management of Peak Demand and was Highly Commended for Most Effective Application of Technology to Support Operational Excellence [6]. - The company was a finalist for Best BPO Partnership and Best Strategic Transformation Program in partnership with Volkswagen Group UK [6]. Group 3: Industry Context - The ECCCSAs are recognized as Europe's largest awards program for customer contact and service organizations, emphasizing innovation and excellence in the industry [3][7]. - The judging process is noted for its independence and high standards, ensuring fair assessment of all finalists [7].

Core Insights - TTEC Holdings, Inc. announced a significant expansion of its operations in Egypt, following the 2025 Global Offshoring Summit in Cairo [1][3] - The company plans to increase its workforce in Cairo by 3,500 employees by 2029 to meet rising global client demand [3][6] - TTEC's Cairo facility will serve as a strategic global hub for delivering integrated omnichannel customer experience (CX) support and piloting next-generation technologies [5][6] Company Expansion - TTEC first entered the Egyptian market in 2023 and expanded in early 2025 with a new facility in Maadi Technology Park, which currently employs over 500 staff [4][5] - The facility supports 11 languages, including Arabic, English, French, and Spanish, and will continue to grow as client needs increase [4][5] Strategic Importance - Egypt is positioned as a key part of TTEC's global delivery network, leveraging the country's multilingual talent and government support [5][7] - The expansion is expected to create thousands of jobs across various functions, including frontline support, operations, and technology [6][7] Technological Advancements - TTEC's Cairo operations will enhance its ability to provide omnichannel support, including voice, chat, and analytics, while also serving as an innovation hub for AI-enabled solutions [5][6] - The company emphasizes extensive training in AI tools, cloud systems, and cybersecurity for its workforce [6]

Core Insights - TTEC Holdings, Inc. is enhancing its presence in Latin America's banking and financial services sector, achieving significant results for global retail financial institutions [2][5] - The company leverages a skilled multilingual workforce in Latin America, particularly in Brazil, Colombia, and Mexico, to provide exceptional customer experience (CX) services [1][3] - TTEC's operations focus on combining technology with human talent, leading to improved customer satisfaction and operational efficiency [4][6] Company Performance - TTEC has been operational in Latin America for over a decade, with seven delivery centers across Mexico, Colombia, and Brazil [3] - A notable case involved a global money transfer service where TTEC's bilingual team in Colombia improved customer experience scores by 17%, achieved a 98% empathy score, and reduced average handle time by 15% [4] - The company has launched new engagements with multiple global retail banks, further solidifying its position as a preferred CX partner in the region [5] Talent and Culture - TTEC emphasizes attracting and retaining exceptional talent, resulting in industry-leading employee retention and satisfaction ratings [7] - The company is recognized as a Great Place to Work® in Mexico, Colombia, and Brazil, reflecting its commitment to employee development [7][8] - TTEC's investment in career building translates into higher performance and better customer outcomes, making it a strategic hub for financial services CX delivery [8]

Core Insights - TTEC Holdings Inc. has been awarded the 2025 Microsoft Dynamics 365 Service Partner of the Year Award, recognizing its excellence in AI-enabled customer experience solutions [1][2][3] - The award highlights TTEC Digital's commitment to innovation and successful implementation of customer solutions using Microsoft technology, showcasing its role in driving digital transformation [3][4] - TTEC Digital has also been selected for the 2025/26 Microsoft Inner Circle for AI Business Solutions, marking its tenth consecutive year in this elite group, which includes only the top 1% of Microsoft partners globally [4] Company Overview - TTEC Holdings, Inc. is a global leader in customer experience technology and services, focusing on AI-enabled digital solutions that enhance customer interactions across various channels [6] - The company's TTEC Digital division specializes in designing and operating omnichannel contact center technology, CRM, AI, and analytics solutions, while TTEC Engage provides AI-enhanced customer engagement and support services [6] - Founded in 1982, TTEC has consistently achieved high satisfaction scores from clients, customers, and employees, operating on six continents to deliver exceptional customer experiences [6]

Core Insights - The future of customer experience (CX) is rapidly evolving, with organizations needing to adapt to technological advancements and rising customer expectations to maintain satisfaction and loyalty [2][3]. CX Trends for 2026 - **Agentic AI Goes Mainstream**: AI technology is transitioning from pilot projects to full-scale production, with success reliant on trustworthy data, transparent models, and robust security measures [6]. - **Tech Stack Clarity Becomes Critical**: Fragmented CX systems are detrimental to performance; consolidating platforms and aligning technology with desired outcomes enhances agility and measurable results [6]. - **Personalization Evolves into Precision**: Customers now demand hyper-personalized, real-time interactions, which require unified, high-quality data to anticipate their needs effectively [6]. - **Empathy Gets Re-imagined**: A balance between AI efficiency and human empathy is essential to ensure that customer interactions are caring, consistent, and focused on resolution [6]. - **Resilience Defines the Future of CX**: Economic fluctuations, workforce volatility, and fraud necessitate adaptive CX models supported by intelligent automation and flexible global delivery [6]. Company Overview - TTEC Holdings, Inc. is a leading global innovator in CX technology and services, specializing in AI-enabled digital solutions. The company provides outcome-based solutions that enhance customer interactions across various channels and improve the overall customer journey [7].

Financial Data and Key Metrics Changes - In Q3 2025, revenue was $519 million, a decrease of 1.9% from $529 million in the prior year [21] - Adjusted EBITDA was $43 million, or 8.4% of revenue, down from $50 million, or 9.5% [22] - Operating income decreased to $29 million, or 5.6% of revenue, compared to $34 million, or 6.4% [22] - Net debt was reduced by $119 million year-over-year, totaling $813 million [32] Business Segment Data and Key Metrics Changes - In the Engage segment, Q3 revenue decreased by 4% to $397 million, with operating income at $17 million, or 4.3% of revenue [22] - The Digital segment saw a revenue increase of 5.4% to $122 million, but operating income decreased to $12 million, or 9.5% of revenue [26] - Recurring revenue in the Digital segment declined by 9.8% due to the end-of-life status of a premise contact center solution [26] Market Data and Key Metrics Changes - The Engage segment's backlog is $1.66 billion, representing 102% of the 2025 revenue guidance midpoint, up from 99% in the prior year [25] - The Digital backlog is $444 million, or 95% of the 2025 revenue guidance midpoint, an increase from 92% year-over-year [30] Company Strategy and Development Direction - The company is focusing on AI-enabled customer experience (CX) solutions, blending technology with human interaction to drive growth [4][5] - Investments are being made in expanding executive leadership and enhancing AI capabilities to improve operational effectiveness [12][24] - The company aims to transition from traditional contact center solutions to AI-led consulting and journey orchestration [27] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in returning to historical growth rates and margins despite current financial metrics not reflecting business momentum [19] - The company anticipates solid bottom-line growth in Q4 2025, driven by healthcare business and new client growth [34] - Management highlighted the importance of adapting to market dynamics and leveraging partnerships with hyperscalers for innovation [13][34] Other Important Information - Free cash flow was negative $10 million in Q3 2025, an improvement from negative $100 million in the prior year [30] - The company has approximately 1,700 full-time engineers focused on AI projects, indicating strong capabilities in this area [46] Q&A Session Questions and Answers Question: Can you walk through the significance of your role in the healthcare opportunity and the investments made? - The investments made in Q3 are expected to lead to double-digit growth in the healthcare seasonal business year-over-year, establishing strong client relationships for future growth [38][39] Question: What does the net economic scenario look like when integrating AI into client experiences? - Integrating AI is expected to drive positive economic impacts, allowing for outcome-based pricing that enhances margins by reducing labor costs [41][42] Question: Do you have the sales and delivery headcount needed for the shift into AI consulting? - The company has approximately 1,700 engineers with AI backgrounds and is confident in its capabilities to meet client demands [46][49] Question: How will you further improve free cash flow given the current revenue dynamics? - The focus is on debt reduction, improving working capital, and managing capital expenditures to enhance free cash flow generation [51][53]

Core Viewpoint - TTEC Holdings reported quarterly earnings of $0.12 per share, missing the Zacks Consensus Estimate of $0.25 per share, representing a -52.00% earnings surprise [1] - The company posted revenues of $519.14 million for the quarter ended September 2025, surpassing the Zacks Consensus Estimate by 3.62% but down from $529.43 million year-over-year [2] Financial Performance - TTEC's earnings of $0.12 per share compare to $0.11 per share a year ago, indicating slight year-over-year growth [1] - The company has surpassed consensus revenue estimates three times over the last four quarters [2] - TTEC shares have declined approximately 34.5% year-to-date, contrasting with the S&P 500's gain of 15.6% [3] Future Outlook - The company's earnings outlook will be influenced by management's commentary during the earnings call [3] - Current consensus EPS estimate for the upcoming quarter is $0.33 on revenues of $540.43 million, and for the current fiscal year, it is $1.08 on revenues of $2.09 billion [7] - The estimate revisions trend for TTEC was mixed ahead of the earnings release, resulting in a Zacks Rank 3 (Hold) for the stock, indicating expected performance in line with the market [6] Industry Context - The Technology Services industry, to which TTEC belongs, is currently ranked in the top 38% of over 250 Zacks industries, suggesting a favorable outlook compared to lower-ranked industries [8] - Empirical research indicates a strong correlation between near-term stock movements and trends in earnings estimate revisions, which can be tracked by investors [5]

Financial Performance - Third quarter 2025 revenue was $519.1 million, a 1.9% decrease from $529.4 million in the prior year[7] - Net loss for the third quarter 2025 was $11.1 million, or negative 2.1% of revenue, compared to a net loss of $5.9 million in the prior year[1] - Adjusted EBITDA for the third quarter 2025 was $43.4 million, or 8.4% of revenue, down from $50.3 million, or 9.5% of revenue in the prior year[5] - Non-GAAP income from operations for the third quarter 2025 was $28.9 million, or 5.6% of revenue, down from $34.1 million, or 6.4% of revenue in the prior year[7] - Revenue for the three months ended September 30, 2025, was $519.143 million, a decrease of 1.4% from $529.427 million in the same period of 2024[30] - Operating expenses totaled $506.814 million for the three months ended September 30, 2025, down from $516.538 million in the prior year, reflecting a reduction of 1.4%[30] - Net loss attributable to TTEC stockholders for the three months ended September 30, 2025, was $13.371 million, compared to a net loss of $21.122 million in the same period of 2024[30] - The income from operations margin for the three months ended September 30, 2025, was 2.4%, consistent with the margin from the same period in 2024[30] - TTEC Digital segment revenue for the three months ended September 30, 2025, was $121.916 million, an increase of 5.4% from $115.669 million in the same period of 2024[32] - TTEC Engage segment revenue for the three months ended September 30, 2025, was $397.227 million, a decrease of 4.0% from $413.758 million in the same period of 2024[32] - Revenue for Q3 2025 was $519,143, a decrease of 1.4% from $529,427 in Q3 2024[38] - Non-GAAP Income from Operations for Q3 2025 was $28,883, down 15.3% from $34,068 in Q3 2024[38] - Adjusted EBITDA for Q3 2025 was $43,355, representing a margin of 8.4%, compared to 9.5% in Q3 2024[38] - Non-GAAP EPS for Q3 2025 was $0.12, an increase from $0.11 in Q3 2024[39] - Free Cash Flow for Q3 2025 was $(9,590), an improvement from $(100,160) in Q3 2024[39] - TTEC Engage segment reported a Non-GAAP Income from Operations of $17,260 for Q3 2025, compared to $19,657 in Q3 2024[41] - TTEC Digital segment reported a Non-GAAP Income from Operations of $11,623 for Q3 2025, down from $14,411 in Q3 2024[41] Cash Flow and Assets - Cash flow from operations improved to $4.2 million in the third quarter 2025, compared to a negative $91.4 million in the same quarter of 2024[7] - Net cash provided by operating activities for the nine months ended September 30, 2025, was $118.505 million, compared to a net cash outflow of $57.732 million in the same period of 2024[36] - Net cash provided by operating activities for Q3 2025 was $4,204, compared to $(91,377) in Q3 2024[39] - Cash and cash equivalents at the end of the period were $73.508 million, a decrease from $84.991 million at the beginning of the period[36] - Total assets as of September 30, 2025, were $1.682 billion, down from $1.753 billion as of December 31, 2024[34] Guidance and Future Plans - Full year 2025 revenue guidance is set between $2,064 million and $2,114 million, with a midpoint of $2,089 million[15] - Non-GAAP adjusted EBITDA for full year 2025 is expected to be between $215 million and $235 million, with a midpoint of $225 million[15] - TTEC plans to extend its Credit Facility term through November 23, 2027, enhancing financial flexibility[11] Innovation and Market Expansion - The company deployed AI in over a hundred programs across numerous customers, indicating a strong focus on innovation and market expansion[3] Tax Rate - The effective tax rate for the three months ended September 30, 2025, was 21,798%, significantly higher than the effective tax rate of (98.1)% in the same period of 2024[30] Restructuring Charges - The company incurred restructuring charges of $1,771 in Q3 2025, compared to $1,002 in Q3 2024[38]