Company Overview - TTEC Holdings, Inc. is a leading global innovator in customer experience (CX) technology and services, specializing in AI-enabled digital CX solutions [3] - The company serves both iconic and disruptive brands, providing outcome-based solutions that enhance the entire customer journey across various virtual interaction channels [3] - TTEC operates through two main business segments: TTEC Digital, which focuses on omnichannel contact center technology, CRM, AI, and analytics solutions, and TTEC Engage, which delivers AI-enabled customer engagement, acquisition, tech support, and fraud prevention services [3] Upcoming Earnings Release - TTEC will release its earnings results after market close on August 7, 2025, followed by a live webcast and conference call on August 8, 2025, at 8:30 a.m. ET [1][2] - A press release will be issued at the time of the earnings announcement, and a replay of the webcast will be available on the TTEC website for those unable to attend live [2]

Core Insights - Zenvia Inc. reported a strong revenue growth of 39.2% year-over-year, reaching BRL 295.9 million in Q1 2025, driven primarily by a 58.5% increase in CPaaS revenues [11][24][13] - The transition to Zenvia Customer Cloud is progressing as planned, with expectations for completion by year-end 2025, which is anticipated to enhance long-term performance [2][6] - General and administrative expenses (G&A) decreased by 24% year-over-year, resulting in G&A as a percentage of revenues improving to 8.0% [17][18] Financial Performance - Normalized EBITDA for Q1 2025 was BRL 20 million, down 15.1% from Q1 2024, attributed to lower gross profit from the CPaaS segment due to increased SMS costs [11][18] - Gross profit decreased by 23.7% year-over-year to BRL 61.7 million, with a gross margin of 20.8%, down 17.2 percentage points from the previous year [11][24] - Non-GAAP Adjusted Gross Profit reached BRL 74.2 million, a decline of 20.8% year-over-year, with a Non-GAAP Adjusted Gross Margin of 25.1% [11][31] Segment Analysis CPaaS Business - CPaaS revenues totaled BRL 215.2 million, reflecting a 58.5% increase year-over-year, although Non-GAAP Adjusted Gross Profit fell by 38.7% to BRL 30.8 million, resulting in a Non-GAAP Adjusted Gross Margin of 14.3% [10][13] - The growth in CPaaS was primarily driven by higher SMS volumes from large clients, which have lower margins [11][15] SaaS Business - SaaS revenues increased by 5.1% year-over-year to BRL 80.7 million, with a slight increase in gross profit to BRL 30.9 million, but the gross margin decreased to 38.2% [7][9] - The transition to Zenvia Customer Cloud is impacting SaaS margins, which are expected to improve as the business scales [9][16] Customer Metrics - Total active customers decreased to 10,462, down 21.1% year-over-year, with a notable decline in both SaaS and CPaaS customer bases [11][24] - Active customers in the SaaS segment were 5,668, down 20.6% year-over-year, while CPaaS active customers were 4,794, down 25.8% [10][11]

Summary of NICE 2025 Investor Day Company Overview - **Company**: NICE - **Event**: 2025 Investor Day - **Date**: June 17, 2025 Key Industry Insights - **Shift from CCaaS to AI-Powered Platforms**: Companies are transitioning from traditional CCaaS (Contact Center as a Service) to AI-driven platforms to enhance customer experience, moving from human interactions to AI-powered self-service solutions [12][16] - **Growth of Digital Interactions**: There is a significant increase in digital interactions, while voice calls remain stable, indicating a dual approach to customer engagement [28][29] - **Self-Service Resolution Gap**: Currently, only 14% of service issues are resolved through self-service, highlighting a substantial opportunity for AI to bridge this gap [19][20] Strategic Focus Areas - **Three Pillars of Strategy**: 1. **Market Dynamics**: Emphasis on the transition to AI platforms and the automation of workflows beyond just customer interactions [11][12] 2. **Innovation**: Introduction of new AI capabilities, including Empower Agents, which automate complex tasks and enhance customer service [10][88] 3. **Go-to-Market Strategy**: Leveraging partnerships and expanding internationally to capture a larger market share [46][49] Financial Highlights - **Non-GAAP Financials**: All numbers presented are non-GAAP, indicating a focus on adjusted financial metrics [6] - **Addressable Market Growth**: The technology spend in customer experience is expected to increase, providing a significant total addressable market (TAM) opportunity for NICE [32][54] Product Innovations - **CXone Empower**: A new platform that integrates AI capabilities, allowing for seamless automation of workflows and enhanced customer interactions [75][100] - **Empower Agents**: A new feature that enables the creation of AI agents capable of executing complex tasks, thereby improving operational efficiency [87][90] - **Knowledge Management**: Enhanced focus on knowledge management as a critical component of AI, ensuring that data is structured and accessible [64][84] Market Positioning - **Competitive Landscape**: NICE is well-positioned in a competitive market, with a strong emphasis on customer experience and a proven track record in AI integration [33][55] - **Partnership Ecosystem**: The company has established a robust ecosystem of partners, with 75% of new logos delivered through partnerships, indicating a collaborative approach to market expansion [48][49] Customer Engagement - **Customer Journey Examples**: Highlighted a case study of a global entertainment company that increased its annual recurring revenue (ARR) significantly by adopting NICE's AI solutions [51][53] - **Focus on Multi-Brand Organizations**: NICE's solutions are designed to support multi-brand organizations, allowing them to manage various brands on a single platform [66][67] Conclusion - **Future Outlook**: NICE is optimistic about its growth potential, driven by innovation in AI and a strategic focus on enhancing customer experience through technology [54][100]

Financial Data and Key Metrics Changes - For the first quarter of fiscal 2025, net sales were $687 million, down 8% year-over-year, with comparable sales down 7.8% [28] - Consolidated gross margin decreased by nearly 120 basis points to 43%, primarily due to increased markdowns [30] - Adjusted operating income was essentially breakeven compared to $14.7 million last year, with an adjusted net loss of $12.5 million versus a gain of $4.8 million last year [32] Business Line Data and Key Metrics Changes - U.S. Retail segment sales were down 7.7%, with comparable sales down 7.3%, affected by lower traffic [28][9] - Canadian Retail segment sales declined 2.9%, with comparable sales down 9.2%, reflecting similar consumer sentiment challenges as in the U.S. [10][28] - Brand Portfolio segment sales were down 7.9%, but operating income grew by over 30% due to expense efficiency measures [30][12] Market Data and Key Metrics Changes - The first quarter saw a decline in consumer sentiment, with February being the weakest month due to unfavorable weather [6] - DSW gained 10 basis points in athleisure footwear market share during Q1, indicating some market resilience [16] Company Strategy and Development Direction - The company is focusing on enhancing customer value, optimizing product assortments, and diversifying sourcing strategies to mitigate tariff impacts [20][21] - Plans to reestablish private label brands as margin drivers and invest in growth brands like Topo and Keds are ongoing [20][22] - The company is adapting to a volatile environment by implementing cost-cutting measures expected to save $20 million to $30 million in 2025 [8][31] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in navigating the current macroeconomic challenges while acknowledging increased uncertainty in consumer behavior [6][25] - The decision to withdraw forward-looking guidance was made due to the unpredictable environment and cautious consumer sentiment [25][34] Other Important Information - The company ended the quarter with total inventories up 0.5% year-over-year, maintaining flexibility to respond to demand [33] - Total debt outstanding was $522.9 million, with total liquidity at $171.5 million [33] Q&A Session Summary Question: Can you elaborate on the $20 million to $30 million in savings related to SG&A? - Management explained that the savings are due to a lack of bonus accrual this year and additional cuts implemented, resulting in a projected reduction in SG&A for the full year [36][38] Question: What are the expectations for the Canadian and brand portfolio performance? - Management noted that Canadian consumer sentiment mirrors that of the U.S., with Topo performing exceptionally well, growing 84% in the quarter [39][43] Question: What trends are observed in Q2 and the impact of tariffs? - Management indicated that Q2 trends are similar to Q1, with ongoing concerns about the indirect impact of tariffs on consumer sentiment [47][48] Question: How is the company planning for back-to-school and holiday inventory? - Management expressed cautious optimism for back-to-school, highlighting strong inventory management and a diversified sourcing strategy [58][60]

Financial Data and Key Metrics Changes - The company reported first quarter revenue of $8.8 billion, slightly below last year, with an adjusted operating income rate of 3.8%, flat year over year [6][36] - Adjusted diluted earnings per share decreased by 4% to $1.15, primarily due to lower investment income [36] - The gross profit rate improved by approximately 10 basis points to 23.4% compared to last year [36] Business Line Data and Key Metrics Changes - Comparable sales growth was driven by computing, mobile phones, and tablets, while there were declines in home theater, appliances, and drones, resulting in a domestic comparable sales decline of 0.7% [6][35] - The combined computing and tablet categories saw a 6% growth in comparable sales [6] - Domestic revenue decreased by 0.9% to $8.1 billion, with international revenue down 0.6% to $640 million [37] Market Data and Key Metrics Changes - The company noted that customer behavior remained resilient despite persistent inflation, with consumers being value-focused and thoughtful about big-ticket purchases [7][8] - Online sales grew year over year for the second consecutive quarter, accounting for nearly 32% of total domestic sales [6][7] Company Strategy and Development Direction - The company aims to strengthen its position as a leading omnichannel destination for technology while building new profit streams, including Best Buy Marketplace and Best Buy Ads [16][22] - Strategic priorities include improving omnichannel experiences, launching incremental profit streams, and driving operational effectiveness [16][27] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in navigating the current tariff environment and updated the annual outlook, lowering the full-year comparable sales range to down 1% to up 1% [15][41] - The company expects growth in computing and tablets driven by product replacement needs and ongoing innovation [31][92] Other Important Information - The company is actively mitigating tariff impacts through various strategies, including leveraging manufacturing flexibility and negotiating costs with vendors [12][52] - The company plans to maintain approximately 60 days of forward supply in inventory and feels good about inventory levels for the back-to-school season [14] Q&A Session Summary Question: Can you help us understand the changes in China sourcing? - Management noted that the percentage of product COGS from China has decreased to approximately 30-35% from 55%, with half of the China-sourced products subject to 20% tariffs [50][51] Question: Did you see any pull forward in demand? - Management indicated that while there may have been some pull forward in demand, it was difficult to quantify due to the Easter shift impacting sales [56][58] Question: How do you view consumer behavior in light of tariffs? - Management stated that consumers remain resilient but are making trade-offs in their spending due to inflation and higher prices [64][66] Question: What is the expected impact of the marketplace on margins? - Management expects the marketplace to have a positive impact on operating income and gross profit rates, particularly in the back half of the year [83][89]

Group 1 - Kalle Virtanen has been appointed as the Chief Operating Officer (COO) of Oma Savings Bank, starting on August 1, 2025 [1][2] - The COO role is newly established and will oversee retail and corporate banking support functions, focusing on operational efficiency and customer experience [2][4] - Virtanen brings over 25 years of experience in banking and finance, having previously led EY's Financial Services Law practice in Finland and worked at Nordea [3][4] Group 2 - The CEO of OmaSp, Karri Alameri, emphasized the importance of strengthening resources in regulatory compliance, risk management, and back-office functions, highlighting the need for experienced leadership [4] - OmaSp is a well-capitalized and profitable Finnish bank, serving over 200,000 customers through 48 branches and digital channels [6][7] - The bank aims to provide personal service and a premium customer experience, with a commitment to employee development and engagement [7]

AI Infrastructure & Market Trends - Modern AI applications are expanding across various sectors like finance, energy, healthcare, and research [3] - The industry is evolving from initial LLM training to Retrieval Augmented Generation (RAG) pipelines and agentic AI [3] - Vulture is positioned as an alternative hyperscaler, offering cloud infrastructure with 50-90% cost savings compared to traditional providers [4] - A new 10-year cycle requires rethinking infrastructure to support global AI model deployment, necessitating AI-native architectures [4] Vulture & DDN Partnership - Vulture and DDN share a vision for radically rethinking the infrastructure landscape to support global AI deployment [4] - The partnership aims to build a data pipeline to bring data to GPU clusters for training, tuning, and deploying models [4] - Vulture provides the compute infrastructure pipeline, while DDN offers the data intelligence platform to move data [4] Scalability & Flexibility - Enterprises need composable infrastructure for cost-efficient AI model delivery at scale, including automated provisioning of GPUs, models, networking, and storage [2] - Elasticity is crucial to scale GPU and storage resources up and down based on demand, avoiding over-provisioning [3] - Vulture's worldwide serverless inference infrastructure scales GPU resources to meet peak demand in different regions, optimizing costs [3] Performance & Customer Experience - Improving customer experience requires lightning-fast and relevant responses, making time to first token and tokens per second critical metrics [4] - Consistency in response times is essential, even with thousands of concurrent users [4] - The fastest response for a customer is the ultimate measure of customer satisfaction [4] Data Intelligence Platform - DDN's Exascaler offers high throughput for training, with up to 16x faster data loading and checkpointing compared to other parallel file systems [5] - DDN's Infinia provides low latency for tokenization, vector search, and RAG lookups, with up to 30% lower latency [5] - The DDN data intelligence platform helps speed up data response times, enabling saturated GPUs to respond quickly [6]

Financial Data and Key Metrics Changes - Total revenue for Q1 2025 was CAD 700 million, reflecting a 6% year-over-year increase [7][24] - Cloud revenue increased by 12% year-over-year to CAD 527 million, now representing 75% of total revenue [8][24] - Operating margin expanded by 20 basis points to 30.5%, with earnings per share reaching CAD 2.87, an 11% increase compared to the previous year [8][33] - Operating cash flow rose by 12% year-over-year to AUD 285 million, with free cash flow increasing by 16% year-over-year to CAD 264 million [8][34] Business Line Data and Key Metrics Changes - Customer engagement revenue, which accounted for 85% of total revenue, was CAD 592 million, up 7% year-over-year [30] - Financial crime and compliance revenue, representing 15% of total revenue, totaled CAD 108 million, meeting expectations [30] - The annual recurring revenue from CX AI and self-service solutions exceeded CAD 200 million, marking a 39% year-over-year increase [26] Market Data and Key Metrics Changes - The Americas region, which represented 84% of total revenue, grew by 6% year-over-year, while EMEA and APAC regions saw increases of 109% year-over-year [28] - 50% of international revenue now comes from cloud solutions, indicating a significant shift towards cloud adoption in less penetrated markets [28] Company Strategy and Development Direction - The company is focused on strategic partnerships, including collaborations with ServiceNow and AWS, to enhance customer experience and drive growth [12][61] - The transition from legacy systems to cloud solutions is a priority, with a commitment to cloud-first strategies [28] - The company aims to leverage AI-driven solutions to automate workflows and improve customer service [15][66] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in the company's growth trajectory, citing strong customer demand for AI and cloud solutions [35][96] - The company anticipates continued growth in cloud revenue, reaffirming a 12% growth target for the year [37][83] - Management noted that the current macroeconomic environment has not significantly impacted their outlook, with a strong pipeline of deals [96] Other Important Information - The company executed its largest quarterly share buyback in history, totaling CAD 252 million, reflecting confidence in its long-term strategy [9][34] - Total cash and investments at the end of March amounted to CAD 1.611 billion, with a debt of CAD 459 million [34] Q&A Session Summary Question: What are the reasons for the quarter-on-quarter step down in cloud revenue? - Management indicated that the cloud revenue performance was in line with expectations, with some seasonal effects from the previous quarter [41] Question: When will the strategic partnerships start showing dividends? - Management expects customer conversations to turn into growth opportunities in the coming quarters as partnerships are leveraged [42] Question: Is the AI and self-service adoption incremental or cannibalizing existing spend? - Management confirmed that AI-based usage is largely incremental, with no material change in seat base revenue [47] Question: How do the NICE and ServiceNow platforms complement each other? - The partnership allows for a unified solution that enhances customer service efficiency without significant overlap [54] Question: What is the impact of the recent macroeconomic changes on the business? - Management noted that there is no significant impact on the pipeline or outlook, with enterprises eager to invest in customer experience [96] Question: How is the company addressing delays in large customer deployments? - The company has made investments to improve service capacity and is seeing improvements in deployment timelines [70] Question: What is the expected revenue contribution from large deals? - Revenue from large deals is expected to gradually contribute starting in early 2026, with confidence in achieving 12% cloud growth this year [82][83]

Financial Data and Key Metrics Changes - In Q1 2025, revenue was $534 million, a decrease of 7.4% from $577 million in the prior year, but exceeded the company's plan due to stronger revenue retention [18] - Adjusted EBITDA increased to $56 million, or 10.6% of revenue, compared to $55 million, or 9.5% in the prior year [18] - Operating income was $41 million, or 7.8% of revenue, up from $38 million, or 6.6% in the prior year [18] - Earnings per share decreased to $0.28 from $0.27 in the prior year [18] - Free cash flow improved to $16 million from a negative $29 million in the prior year [25] Business Segment Data and Key Metrics Changes - In the Digital segment, Q1 revenue was $108 million, down 3.6% year-over-year, but grew 2.8% excluding one-time product sales [19] - Recurring managed service offerings in Digital increased by 2.7%, representing approximately 66% of total revenue [19] - In the Engage segment, revenue decreased by 8.3% to $426 million, but operating income was $29 million, relatively flat compared to the prior year [22] - The Engage backlog was $1.59 billion, or 101% of the 2025 revenue guidance, up from 94% for the same period in 2024 [24] Market Data and Key Metrics Changes - The last twelve-month revenue retention rate for Engage was 88%, down from 94% in the prior year, but adjusted for a large client decline, it was 93% [25] - Digital's first quarter operating income improved to $12 million, or 11.2% of revenue, compared to $9 million, or 8.3% in the prior year [20] Company Strategy and Development Direction - The company is focused on three priorities: increasing diversification across clients and solutions, transforming experiences through digital innovation, and strengthening financial performance [5] - The strategy includes expanding offshore operations and integrating AI solutions to enhance operational efficiency and client offerings [10][21] - The company aims to differentiate itself through deep partnerships with hyperscalers and a singular focus on digital customer experience transformation [48] Management's Comments on Operating Environment and Future Outlook - Management noted a cautious approach from clients due to economic uncertainties and trade policy impacts, affecting their capital expenditure decisions [3][36] - Despite the cautious environment, the company is optimistic about signing new enterprise clients and expanding existing relationships [6][28] - The outlook for the second half of 2025 remains cautious, with management reiterating the importance of operational agility and cost optimization [27][29] Other Important Information - The company received multiple Stevie Awards for excellence in sales and service for its AI-enabled solutions [14] - The normalized tax rate increased to 37.9% in Q1 2025 from 32.7% in the prior year, primarily due to a US valuation allowance [27] Q&A Session Summary Question: Client adoption challenges - Management acknowledged that while clients are excited about new technologies, they are hesitant due to reliability concerns and economic uncertainties impacting their investment levels [35][36] Question: Differentiation with hyperscalers - Management emphasized their extensive experience and successful track record in building relationships with hyperscalers, which sets them apart from competitors [45][48] Question: Cost optimization efforts - Management confirmed ongoing cost optimization efforts and the need for continuous improvement, while also investing in product development and AI [49][50] Question: Demand environment and pipeline strength - Management expressed confidence in their pipeline and backlog, noting that while contract sizes may be smaller initially, they expect growth through successful execution [79][80] Question: Pricing pressures - Management indicated that while there is competitive pricing pressure, they maintain a disciplined approach to pricing, focusing on long-term profitability [82][84]

Core Viewpoint - TTEC Holdings, Inc. is expanding its operations in India by opening a new customer experience center in Mohali, which will create 400 new jobs to support a major U.S.-based healthcare organization [1][5]. Group 1: Expansion Details - The new customer experience center in Mohali will initially operate from C-205, Phase 8B, Industrial Area, Sector 74, Mohali, Punjab, and is expected to move to Quark City, an IT and tech hub, in August [3]. - TTEC has been operating in India for 24 years and has previously expanded its workforce, adding 800 positions in 2024 across its Mumbai and Hyderabad facilities [5]. Group 2: Technology and Services - The Mohali center will utilize TTEC's latest AI-enabled technologies, including TTEC Perform, TTEC Let Me Know, and TTEC Clarity, to enhance customer service experiences [4]. - TTEC's services encompass AI-enhanced customer engagement, customer acquisition, tech support, and fraud prevention, reflecting its commitment to delivering exceptional customer experiences [7]. Group 3: Talent and Cultural Alignment - Mohali was chosen for its scalable, English-proficient talent pool and cultural values that align with TTEC's service-first mindset, emphasizing selfless service and community cohesion [2]. - The company currently employs approximately 3,500 individuals across India, including locations in Ahmedabad and Chennai, showcasing its investment in regional talent and infrastructure [5].