TTEC Holdings, Inc. acquires FCR

01 November 2019 Consulting.us

Digital global customer experience (CX) consultancy TTEC has announced the acquisition of FCR, a Eugene, Oregon-based CX provider which focuses on the direct-to-consumer, e-commerce, and hypergrowth markets. The acquisition with allow TTEC to continue its pursuit of organic growth by allowing its clients access to additional channels of transformation.  

"FCR's agile model is a perfect complement to our scalable customer engagement platform," Ken Tuchman, chairman and chief executive officer of TTEC, said. "The combination of our strong hypergrowth client base and FCR's portfolio of emerging brands clearly establishes TTEC as the leading CX provider to the digitally enabled economy.

"Their award-winning team creates exceptional customer engagement solutions for fast-growing companies that need a responsive and nimble partner. As FCR's clients scale their business and expand globally, we can leverage our global footprint and Humanify Cloud platform to deliver superior customer experience by bringing humanity to business at scale."

FCR works with clients to provide services such as social media community management, content moderation, and technical support. The firm was founded in 2005, and currently works with more than 80 companies in industries such as high tech, health, e-commerce, and financial services. It operates out of 11 locations and employs around 2,000 people.

TTEC Holdings, Inc. acquires FCR

The firm will continue to operate under the FCR name, becoming a standalone operation beneath TTEC’s Engage business, which focuses on customer care, acquisition, retention, fraud prevention and detection, and content moderation. FCR president and founder Matthew Achak and COO Katheryn Carnahan will remain in their positions. Chairman John Stadter will move to an advisory role, but remain on the FCR board.  

"TTEC is known as the pioneer and industry leader in customer experience transformation and one of the only companies in the world who can deliver both the technical and human expertise to meet the omnichannel, AI, machine learning, and automation needs of our existing and aspiring unicorn clients at global scale," Achak said. "In TTEC we have found the perfect partner and complement to help take our business and clients to the next level.

"Culturally, we share a focus on employee experience that results in unmatched, award-winning customer experiences for our clients. With TTEC's extensive global reach, Humanify Cloud Technology Platform and shared commitment to employee experience, we believe the TTEC-FCR partnership will allow us to meet the CX needs of our clients today and create long-lasting relationships that grow with them in the future."

TTEC was founded in 1982. It employs approximately 48,000 people and operates in 24 countries. The firm is headquartered in Englewood, Colorado. In addition to its Eugene location, FCR has offices in Mexico and Poland.


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