TTEC Digital Drives Business Growth with AWS Marketplace Professional Services

For today’s contact centers, resolving customer queries promptly and effectively is not just a bonus; it’s a fundamental requirement. AWS Partner TTEC Digital specializes in providing cutting-edge customer experience (CX) technology and services to help large enterprises do just that. And now, the company is growing its business even further on Amazon Web Services (AWS).

Since the inception of the professional services category, TTEC Digital has been selling its contact center services through AWS Marketplace, where customers can find, test, buy, and deploy solutions that run on AWS. By amplifying its reach through this digital marketplace, the company has opened new sales channels and accelerated its procurement process.

TTEC Digital is a division of TTEC, a publicly traded CX technology and services company that has over 40 years of experience in the contact center industry. It provides professional services and bespoke solutions built on a range of technologies, including AWS services. This practice complements TTEC Digital’s sibling division, TTEC Engage, which offers business process outsourcing services. Together, they provide a comprehensive suite of services that address all aspects of contact center operations.

An AWS Partner since 2017, TTEC Digital holds a growing number of AWS Competencies and has a dedicated team of over 200 engineers and delivery resources for AWS projects. The company also specializes in delivering Amazon Connect—an AWS service that makes it possible to set up a cloud contact center in a few clicks—to help enterprise contact centers transform their operations. TTEC Digital has more than 500 Amazon Connect integrations with major enterprises.

“We are a global managed service provider for Amazon Connect. We’re also a system integrator and can fold in any AWS service to help improve our clients’ CX outlook,” says Lisa Culbert, partner marketing manager, AWS at TTEC Digital. “We also provide an analytics layer that helps us institute and provide a way for our customers to access near-real-time analytics using artificial intelligence and machine learning.”

TTEC Digital was skilled at using AWS services to build unique CX solutions, so when the AWS team approached the company about selling professional services through AWS Marketplace, it seized the opportunity. By joining the digital marketplace, the company realized that it could further amplify its services and reach more customers.

In 2020, TTEC Digital began selling its professional services through AWS Marketplace, which lets buyers procure services with customized pricing, payment schedule, and agreement terms. This move unlocked several key advantages.

First, TTEC Digital can streamline the procurement process, accelerating its sales cycle by weeks and, in some cases, months. Within AWS Marketplace, customers don’t need to add the company as a new vendor, and they don’t have to agree to separate terms and conditions for each solution—instead, the company’s services are billed through AWS. “AWS Marketplace truly removes those procurement hurdles,” says Elsa Wilson, executive director of global partner strategy at TTEC Digital. “Being able to accelerate that part of the sales cycle is incredibly valuable to us.”

Furthermore, TTEC Digital’s presence in AWS Marketplace creates new sales opportunities, particularly in the public sector. This is because AWS Marketplace helps these customers meet procurement requirements set by many local, state, and federal government agencies. As a result, TTEC Digital can participate in opportunities from which it might have been excluded if it were not part of AWS Marketplace.

Prospective customers can also explore TTEC Digital’s professional services in a single location on its AWS Marketplace vendor page. These services are further amplified by AWS field sellers, driving additional sales opportunities. “When engaging with AWS field sellers, we make sure that they are well-informed about our range of offerings in AWS Marketplace,” says Wilson. “Then, they often introduce these offerings to their own customers. This forms the core of our strategy: either we bring our customers to AWS Marketplace, or the AWS field sellers take the initiative, using our offerings to show the various types of solutions that we can build.”

By offering professional services in AWS Marketplace, TTEC Digital has streamlined the sales cycle, boosted its discoverability, and opened doors to new sales channels. Because customers increasingly prefer this procurement option, AWS Marketplace has become a vital part of the company’s sales approach. TTEC Digital has since incorporated software reselling and Channel Partner Private Offers (CPPO) as part of its AWS Marketplace strategy, providing a complete range of solutions for its customers.

“At first, we would ask customers if this was how they wanted to procure our services,” says Wilson. “But now, we have customers that proactively want to procure through AWS Marketplace again, even if it’s a consulting engagement or a statement of work. AWS Marketplace is absolutely a visibility machine for us.”

As TTEC Digital moves forward, it will continue to use AWS Marketplace to amplify its solutions and expand customer reach. “It is vital that we have an AWS Marketplace strategy because this is how our customers want to procure not only software but also professional services,” says Wilson. “Being able to resonate with our customers and maintain relevance on AWS is crucial for keeping our co-sell engagement. This is instrumental for us, not only in terms of opportunity and pipeline generation but also in continually growing our business as a whole.”