AI Disrupts Call Center Sector, Yet Certain Tasks Remain Best Handled by Humans
Written by Emily J. Thompson, Senior Investment Analyst
Updated: Sep 07 2025
0mins
Should l Buy TTEC?
Source: Yahoo Finance
Impact of AI on Call Centers: AI technology is transforming call center jobs by automating routine tasks, allowing agents to focus more on customer service, but it also raises concerns about job losses and the need for higher training levels for remaining human agents.
Customer Experience Challenges: Despite improvements in customer service through AI, issues like frustrating interactive voice response (IVR) systems persist, prompting legislative efforts to ensure easier access to human agents and enhance overall customer satisfaction.
Trade with 70% Backtested Accuracy
Stop guessing "Should I Buy TTEC?" and start using high-conviction signals backed by rigorous historical data.
Sign up today to access powerful investing tools and make smarter, data-driven decisions.
Analyst Views on TTEC
Wall Street analysts forecast TTEC stock price to rise
4 Analyst Rating
1 Buy
3 Hold
0 Sell
Hold
Current: 2.200
Low
5.00
Averages
5.00
High
5.00
Current: 2.200
Low
5.00
Averages
5.00
High
5.00
About TTEC
TTEC Holdings, Inc. is a global customer experience (CX) technology and services company for artificial intelligence (AI)-enabled digital CX solutions. Its segments include TTEC Digital and TTEC Engage. TTEC Digital segment is a CX technology and service provider and is focused on the intersection of Contact Center as a Service (CCaaS), customer relationship management, and AI and analytics. It creates and implements strategic CX transformation roadmaps; sells, operates, and provides managed services for cloud platforms and premise-based CX technologies, and creates proprietary IP to support industry specific and custom client needs. TTEC Engage segment provides the digitally enabled CX operational and managed services to support large, complex enterprise clients’ end-to-end customer interactions at scale across the world. It delivers data-driven omnichannel customer care, customer acquisition, growth, and retention services, tech support, fraud mitigation and back-office solutions.
About the author
Emily J. Thompson
Emily J. Thompson, a Chartered Financial Analyst (CFA) with 12 years in investment research, graduated with honors from the Wharton School. Specializing in industrial and technology stocks, she provides in-depth analysis for Intellectia’s earnings and market brief reports.
TTEC Expands AI-Driven Frontline Performance Ecosystem for Enhanced CX
- CX Innovation: TTEC Holdings has launched an AI-driven frontline performance ecosystem that currently supports over 100 enterprise clients and at least 25,000 frontline agents, facilitating sustained performance improvement across the associate lifecycle.
- Significant Business Outcomes: Clients utilizing this ecosystem have reported a 12% improvement in associate retention, a 6-8% reduction in average handle time, and 100% compliance accuracy within 60 days, demonstrating the effectiveness of AI technology in real business contexts.
- Sales and Satisfaction Boost: An insurance firm achieved a 10% sales increase through TTEC Perform™, while a healthcare payer saw a 17% rise in Net Promoter Score (NPS), and a telecom company boosted its NPS by 23% through data-driven precision coaching, highlighting the positive impact of AI on customer satisfaction.
- Continuous Feedback Mechanism: TTEC RealSkill™ offers immersive AI simulations that allow associates to practice real-world customer interactions in a safe environment, combined with real-time performance analytics and root-cause analysis, creating a continuous feedback loop between learning and execution to enhance overall frontline effectiveness.
See More
TTEC Holdings Wins Gold Award for AI Learning Solution at Brandon Hall Awards
- Award Recognition: TTEC Holdings was honored with a Gold Award at the 2025 Brandon Hall Group Technology Excellence Awards for its Learning Wizards Suite, highlighting the company's leadership in customer experience technology and innovation in AI-driven solutions.
- Learning Design Ecosystem: The Learning Wizards Suite is a proprietary AI-enabled learning design ecosystem that significantly reduces development time and improves design quality, thereby delivering measurable business impact and enhancing overall organizational efficiency.
- Human-in-the-Loop Advantage: This solution employs a human-in-the-loop approach to ensure quality and consistency in learning design, which not only enhances learner outcomes but also drives improved business performance, showcasing TTEC's expertise in learning science and innovation.
- Award Ceremony Details: Award winners will be recognized at the Brandon Hall Group HCM Excellence Conference from February 9-12, 2026, in West Palm Beach, Florida, further elevating TTEC's reputation and influence within the industry.
See More
TTEC Digital Recognized as Leader and Star Performer in 2025 Everest Group PEAK Matrix for Digital Transformation Services
- Industry Recognition: TTEC Digital has been named a Leader and Star Performer in the 2025 Everest Group PEAK Matrix® Assessment for Digital Transformation Services, indicating its exceptional performance in market adoption and client satisfaction, thereby solidifying its leadership position in the mid-market sector.
- Innovative Capabilities: The assessment highlights TTEC Digital's use of advanced technologies such as AI, data analytics, and automation to drive customer experience transformation, enabling clients to achieve revenue growth and cost optimization, which enhances its competitive edge in the industry.
- Strategic Investment: TTEC Digital continues to invest in AI-driven innovations aimed at accelerating time-to-value for clients, enhancing the personalization of customer interactions, and further driving business growth and operational efficiency.
- Success Stories: TTEC Digital's successful case studies illustrate how it has helped clients improve customer experiences and accelerate growth, demonstrating its capability to drive impactful business outcomes and increasing client trust and reliance on its services.
See More
TTEC Recognized as Major Contender in 2025 Everest Group Sales Services Assessment
- Industry Recognition: TTEC has been named a Major Contender in the 2025 Everest Group Sales Services Assessment, marking the first acknowledgment of its end-to-end RevGen capabilities, which underscores the company's strong position in both B2B and B2C sales.
- Technology-Driven: TTEC received high marks for its AI-driven sales enablement solutions and comprehensive sales services portfolio, showcasing its competitive advantage in global delivery models and technological innovation.
- Strategic Partnerships: Collaborations with leading vendors such as Salesforce and Outreach.io further enhance TTEC's tech capabilities, enabling it to deliver measurable client value across multiple industries and drive business growth.
- Market Impact: The assessment covers 24 B2B and 14 B2C providers, reflecting the rapid evolution of the sales services landscape, and TTEC's performance positions it to capture a larger share in the AI-driven market.
See More
TTEC Recognized as Major Contender in 2025 Everest Group Sales Services Assessment
- Market Recognition: TTEC has been named a Major Contender in the 2025 Everest Group Sales Services assessment, marking the first acknowledgment of its end-to-end RevGen capabilities, which showcases the company's strong position in both B2B and B2C sales.
- Technology-Driven: TTEC received high marks for its AI-driven sales enablement solutions and comprehensive sales services portfolio, demonstrating its advantages in global delivery models and technological innovation, thereby enhancing client value.
- Strategic Partnerships: Collaborations with leading vendors such as Salesforce and Outreach.io bolster TTEC's technological capabilities, positioning it as a strategic partner for B2B sales in a competitive market.
- Business Growth Potential: The Everest Group assessment highlights TTEC's multi-industry expertise and measurable revenue outcomes, indicating its significant role in the rapidly evolving sales services landscape.
See More
TTEC Wins Three Gold Awards at 2025 European Customer Service Awards
- Strategic Transformation Award: TTEC Digital, in partnership with Willis Towers Watson, won the Gold Award for Best Strategic Transformation Program for integrating advanced analytics, omnichannel technology, and automation in its UK contact centers, enhancing customer and colleague experiences while driving business growth.
- Multilingual Service Award: TTEC Greece received the Gold Award for Best Multilingual Customer Service, showcasing its delivery model supporting 16 languages, which drives empathy, innovation, and service excellence, significantly boosting employee engagement and customer satisfaction.
- Diversity and Inclusion Award: TTEC Greece also won the Gold Award for Best Approach to Diversity, Equity, Inclusion, and Belonging, with judges praising its scalable and culturally intelligent model as the strongest multilingual operating framework they have evaluated.
- Additional Honors: TTEC Greece achieved a Bronze Award for Most Effective Management of Peak Demand and received high commendation for Most Effective Application of Technology to Support Operational Excellence, reflecting its comprehensive strength and innovation in the customer service sector.
See More
TTEC Expands AI-Driven Frontline Performance Ecosystem for Enhanced CX
- CX Innovation: TTEC Holdings has launched an AI-driven frontline performance ecosystem that currently supports over 100 enterprise clients and at least 25,000 frontline agents, facilitating sustained performance improvement across the associate lifecycle.
- Significant Business Outcomes: Clients utilizing this ecosystem have reported a 12% improvement in associate retention, a 6-8% reduction in average handle time, and 100% compliance accuracy within 60 days, demonstrating the effectiveness of AI technology in real business contexts.
- Sales and Satisfaction Boost: An insurance firm achieved a 10% sales increase through TTEC Perform™, while a healthcare payer saw a 17% rise in Net Promoter Score (NPS), and a telecom company boosted its NPS by 23% through data-driven precision coaching, highlighting the positive impact of AI on customer satisfaction.
- Continuous Feedback Mechanism: TTEC RealSkill™ offers immersive AI simulations that allow associates to practice real-world customer interactions in a safe environment, combined with real-time performance analytics and root-cause analysis, creating a continuous feedback loop between learning and execution to enhance overall frontline effectiveness.
See More
TTEC Holdings Wins Gold Award for AI Learning Solution at Brandon Hall Awards
- Award Recognition: TTEC Holdings was honored with a Gold Award at the 2025 Brandon Hall Group Technology Excellence Awards for its Learning Wizards Suite, highlighting the company's leadership in customer experience technology and innovation in AI-driven solutions.
- Learning Design Ecosystem: The Learning Wizards Suite is a proprietary AI-enabled learning design ecosystem that significantly reduces development time and improves design quality, thereby delivering measurable business impact and enhancing overall organizational efficiency.
- Human-in-the-Loop Advantage: This solution employs a human-in-the-loop approach to ensure quality and consistency in learning design, which not only enhances learner outcomes but also drives improved business performance, showcasing TTEC's expertise in learning science and innovation.
- Award Ceremony Details: Award winners will be recognized at the Brandon Hall Group HCM Excellence Conference from February 9-12, 2026, in West Palm Beach, Florida, further elevating TTEC's reputation and influence within the industry.
See More
TTEC Digital Recognized as Leader and Star Performer in 2025 Everest Group PEAK Matrix for Digital Transformation Services
- Industry Recognition: TTEC Digital has been named a Leader and Star Performer in the 2025 Everest Group PEAK Matrix® Assessment for Digital Transformation Services, indicating its exceptional performance in market adoption and client satisfaction, thereby solidifying its leadership position in the mid-market sector.
- Innovative Capabilities: The assessment highlights TTEC Digital's use of advanced technologies such as AI, data analytics, and automation to drive customer experience transformation, enabling clients to achieve revenue growth and cost optimization, which enhances its competitive edge in the industry.
- Strategic Investment: TTEC Digital continues to invest in AI-driven innovations aimed at accelerating time-to-value for clients, enhancing the personalization of customer interactions, and further driving business growth and operational efficiency.
- Success Stories: TTEC Digital's successful case studies illustrate how it has helped clients improve customer experiences and accelerate growth, demonstrating its capability to drive impactful business outcomes and increasing client trust and reliance on its services.
See More
TTEC Recognized as Major Contender in 2025 Everest Group Sales Services Assessment
- Industry Recognition: TTEC has been named a Major Contender in the 2025 Everest Group Sales Services Assessment, marking the first acknowledgment of its end-to-end RevGen capabilities, which underscores the company's strong position in both B2B and B2C sales.
- Technology-Driven: TTEC received high marks for its AI-driven sales enablement solutions and comprehensive sales services portfolio, showcasing its competitive advantage in global delivery models and technological innovation.
- Strategic Partnerships: Collaborations with leading vendors such as Salesforce and Outreach.io further enhance TTEC's tech capabilities, enabling it to deliver measurable client value across multiple industries and drive business growth.
- Market Impact: The assessment covers 24 B2B and 14 B2C providers, reflecting the rapid evolution of the sales services landscape, and TTEC's performance positions it to capture a larger share in the AI-driven market.
See More
TTEC Recognized as Major Contender in 2025 Everest Group Sales Services Assessment
- Market Recognition: TTEC has been named a Major Contender in the 2025 Everest Group Sales Services assessment, marking the first acknowledgment of its end-to-end RevGen capabilities, which showcases the company's strong position in both B2B and B2C sales.
- Technology-Driven: TTEC received high marks for its AI-driven sales enablement solutions and comprehensive sales services portfolio, demonstrating its advantages in global delivery models and technological innovation, thereby enhancing client value.
- Strategic Partnerships: Collaborations with leading vendors such as Salesforce and Outreach.io bolster TTEC's technological capabilities, positioning it as a strategic partner for B2B sales in a competitive market.
- Business Growth Potential: The Everest Group assessment highlights TTEC's multi-industry expertise and measurable revenue outcomes, indicating its significant role in the rapidly evolving sales services landscape.
See More
TTEC Wins Three Gold Awards at 2025 European Customer Service Awards
- Strategic Transformation Award: TTEC Digital, in partnership with Willis Towers Watson, won the Gold Award for Best Strategic Transformation Program for integrating advanced analytics, omnichannel technology, and automation in its UK contact centers, enhancing customer and colleague experiences while driving business growth.
- Multilingual Service Award: TTEC Greece received the Gold Award for Best Multilingual Customer Service, showcasing its delivery model supporting 16 languages, which drives empathy, innovation, and service excellence, significantly boosting employee engagement and customer satisfaction.
- Diversity and Inclusion Award: TTEC Greece also won the Gold Award for Best Approach to Diversity, Equity, Inclusion, and Belonging, with judges praising its scalable and culturally intelligent model as the strongest multilingual operating framework they have evaluated.
- Additional Honors: TTEC Greece achieved a Bronze Award for Most Effective Management of Peak Demand and received high commendation for Most Effective Application of Technology to Support Operational Excellence, reflecting its comprehensive strength and innovation in the customer service sector.
See More
