TTEC Sets New Standard for AI-Driven Frontline Performance with TTEC Perform™ and TTEC RealSkill™

Rhea-AI Summary

TTEC (NASDAQ: TTEC) expanded its AI-driven frontline performance ecosystem with TTEC RealSkill and TTEC Perform, now supporting 100+ enterprise clients and at least 25,000 frontline agents globally.

Clients achieved measurable gains: 12% retention improvement, 6–8% lower AHT, 100% compliance accuracy within 60 days, 23% NPS lift, and a 10% sales conversion increase.

Positive

• 100+ enterprise clients now using the integrated AI performance ecosystem
• 25,000 frontline agents supported globally by TTEC RealSkill and TTEC Perform
• 10% lift in sales conversion rates reported in client outcomes
• 23% Net Promoter Score increase reported in client examples
• 100% compliance accuracy within 60 days achieved in reported deployments

Negative

• No company-wide revenue or guidance impact disclosed in the announcement

Key Figures

Frontline agents supported: 25,000 agents Associate retention improvement: 12% Average handle time reduction: 6–8% +5 more

8 metrics

Frontline agents supported 25,000 agents Global frontline agents using the ecosystem

Associate retention improvement 12% Improvement in associate retention for clients

Average handle time reduction 6–8% Reduction in average handle time for clients

Compliance accuracy 100% within 60 days Compliance accuracy achieved within 60 days

Net Promoter Score increase 23% NPS increase reported among clients

Sales conversion lift 10% Lift in sales conversion rates for clients

Healthcare payer NPS gain 17% NPS increase for a healthcare payer client

Telecom NPS gain 23% NPS increase for a telecom client

Market Reality Check

Price: $2.22 Vol: Volume 319,124 vs 20-day ...

normal vol

$2.22 Last Close

Volume Volume 319,124 vs 20-day avg 302,555 (relative volume 1.05) ahead of this AI announcement. normal

Technical Shares at $2.36 are trading below the 200-day MA at $3.91 and remain far under the $5.60 52-week high.

Peers on Argus

Scanner flagged a broader sector move, with peers like TDTH and GMM each down ab...

2 Down

Scanner flagged a broader sector move, with peers like TDTH and GMM each down about 4.5% while TTEC gained 7.27%, indicating mixed dynamics despite the sector signal.

Previous AI Reports

5 past events · Latest: Jan 15 (Positive)

Same Type Pattern 5 events

Date	Event	Sentiment	Move	Catalyst
Jan 15	AI award recognition	Positive	-0.6%	Gold award for generative AI learning solution with measurable business impact.
Sep 25	AI partner accolade	Positive	-4.9%	Microsoft AI Business Solutions Inner Circle membership for AI CX innovation.
Apr 15	AI CX awards	Positive	-1.0%	Multiple Stevie Awards for AI-driven CX, sales lifts, and error reduction.
Apr 23	AI learning launch	Positive	-1.0%	AI-enhanced learning solution to elevate contact center associate performance.
Apr 15	AI thought leadership	Positive	-2.4%	Gold Stevie Award for AI-driven thought leadership in customer experience.

Pattern Detected

Recent AI-related recognition and awards have generally coincided with small negative stock moves, making today’s positive reaction a departure from that pattern.

Recent Company History

Over the past two years, TTEC has repeatedly highlighted AI capabilities and recognition. Prior AI-tagged news included awards for generative AI learning solutions, Microsoft AI partner accolades, and multiple Stevie Awards for AI-driven CX and sales outcomes, yet those events saw modest share declines of up to about -4.91%. Today’s AI-focused expansion of TTEC Perform™ and RealSkill™ extends that narrative from recognition toward scaled, operational deployment across the frontline.

Historical Comparison

-2.0% avg move · Across five prior AI-tagged announcements, TTEC’s average next-day move was -1.99%. Today’s +7.27% r...

AI

-2.0%

Average Historical Move AI

Across five prior AI-tagged announcements, TTEC’s average next-day move was -1.99%. Today’s +7.27% reaction to an AI-frontline performance expansion stands out versus that history.

AI-related news has evolved from awards and partner recognition toward concrete, scaled deployment of AI-driven training and performance tools in frontline operations.

Market Pulse Summary

This announcement highlights expanded adoption of TTEC’s AI-driven RealSkill™ and Perform™ ecosystem...

Analysis

This announcement highlights expanded adoption of TTEC’s AI-driven RealSkill™ and Perform™ ecosystem, supporting at least 25,000 agents and delivering metrics such as a 12% retention improvement, 6–8% handle-time reduction, and up to 23% NPS gains. In the past, AI-focused news often centered on awards and partner recognition; this update emphasizes scaled operational impact. Investors may watch future earnings and client wins to see how these AI capabilities translate into revenue growth and profitability.

Key Terms

net promoter score, performance analytics, root-cause analysis, closed-loop coaching

4 terms

net promoter score technical

"23% increase in Net Promoter Score10% lift in sales conversion rates"

Net Promoter Score (NPS) is a single-number measure of customer loyalty based on asking customers how likely they are to recommend a company’s product or service to others; responses are grouped and converted to a score from -100 to +100. It matters to investors because a high NPS suggests strong customer satisfaction, lower churn and more organic growth through word-of-mouth—like a reputation score that can predict future sales and brand resilience.

performance analytics technical

"TTEC Perform™ extends that foundation into daily operations, delivering AI-driven coaching, performance analytics"

Performance analytics is the measurement and breakdown of how investments, funds, trading strategies, or business activities are actually doing — showing returns, costs, risks and how results compare with expectations or benchmarks. It matters to investors because it turns raw numbers into clear signals about what is working, what is underperforming, and where to adjust allocations or strategy; think of it as a dashboard or fitness tracker that reveals both progress and hidden problems.

root-cause analysis technical

"delivering AI-driven coaching, performance analytics, and automated root-cause analysis tied directly"

Root-cause analysis is a methodical process for finding the underlying reason a problem occurred rather than just treating its symptoms. For investors, it matters because understanding the true source of a setback—like a production glitch, regulatory misstep, or management failure—helps predict whether the issue is likely to recur and how much it will cost to fix; think of it as a detective tracing a fault to its origin so you can judge the risk more accurately.

closed-loop coaching technical

"By combining immersive AI-powered practice, performance intelligence, and closed-loop coaching, enterprises gain"

Closed-loop coaching is a continuous coaching approach that measures a person’s behavior or results, provides tailored guidance, then uses the outcomes to refine future coaching — like a thermostat that senses temperature, adjusts heat, and learns what works. For investors, it matters because programs that track and prove improvement, engagement, or productivity can be evaluated for effectiveness and return on investment, making it easier to compare, scale, or justify spending.

AI-generated analysis. Not financial advice.

Integrated AI training and performance ecosystem significantly improves associate proficiency, performance and sales across TTEC’s global contact centers

AUSTIN, Texas, Feb. 16, 2026 (GLOBE NEWSWIRE) -- TTEC Holdings, Inc. (NASDAQ: TTEC), a leading global CX (customer experience) technology and services innovator for AI-enhanced CX, today announced the expansion and growing enterprise adoption of its AI-driven frontline performance ecosystem, anchored by TTEC RealSkill™ and TTEC Perform™.

Built to bridge the gap between AI investment and real business outcomes, the integrated ecosystem enables organizations to operationalize AI across the associate lifecycle—from onboarding and skill development to coaching and real-time performance execution.

Today, the solution supports 100+ enterprise clients and at least 25,000 frontline agents globally, helping organizations translate skills, behaviors, and data into sustained performance improvement at scale. Clients across industries have achieved measurable gains, including:

• 12% improvement in associate retention
• 6–8% reduction in average handle time
• 100% compliance accuracy within 60 days
• 23% increase in Net Promoter Score
• 10% lift in sales conversion rates
  

Unlike fragmented AI deployments limited to training or coaching, TTEC’s unified approach connects learning directly to frontline execution. By combining immersive AI-powered practice, performance intelligence, and closed-loop coaching, enterprises gain consistent, measurable impact across complex, high-volume CX environments.

“AI doesn’t change performance on its own — people do,” said Julie Stone, Group Vice President and Chief Learning Officer at TTEC. “What’s been missing in the market is a way to turn AI insights into everyday behaviors that drive results. When associates can practice in realistic environments, receive timely coaching, and see how their actions connect to business outcomes, that’s when transformation becomes real and repeatable.”

At the core of the ecosystem, TTEC RealSkill™ delivers immersive, AI-powered simulations that let associates practice real-world customer interactions in a safe, repeatable environment. TTEC Perform™ extends that foundation into daily operations, delivering AI-driven coaching, performance analytics, and automated root-cause analysis tied directly to business outcomes.

Together, the platforms apply a single, consistent skills and behavior framework from onboarding through ongoing performance optimization—eliminating silos between learning, coaching, and execution.

By tagging AI-powered simulations to the same skills used in live coaching, the ecosystem creates a continuous feedback loop between learning and on-the-job performance, giving leaders a unified, real-time view of frontline effectiveness.

Explore real client results powered by TTEC Perform™ and TTEC RealSkill™:

• Insurance firm pumps up sales 10% with AI-enhanced TTEC Perform
• Healthcare payer bumps NPS 17% with data-driven, precision coaching
• Telecom boosts NPS 23% with data-driven precision coaching
  

About TTEC

TTEC (pronounced T-TEC) Holdings, Inc. (NASDAQ: TTEC) is a leading global CX (customer experience) technology and services innovator for AI-enabled digital CX solutions. Serving iconic and disruptive brands, TTEC’s outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Leveraging next-generation digital technology, the Company’s TTEC Digital business designs, builds, and operates omnichannel contact center technology, CRM, AI, and analytics solutions. The Company also delivers AI-enhanced customer engagement, customer acquisition and growth, tech support, back-office, and fraud prevention services. Founded in 1982, TTEC’s singular obsession with CX excellence has earned it leading client, customer, and employee satisfaction scores across the globe. The Company’s employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. To learn more, visit https://www.ttec.com/.

Media Contact
Meredith Matthews
meredith.matthews@ttec.com

FAQ

What did TTEC (TTEC) announce on February 16, 2026 about TTEC RealSkill and TTEC Perform?

TTEC announced expanded adoption of an AI-driven frontline performance ecosystem supporting 100+ enterprise clients and 25,000 agents. According to the company, the platforms link immersive simulations, coaching, and analytics to improve on-the-job performance and business outcomes.

How much did TTEC say client sales conversion improved using TTEC Perform for TTEC (TTEC)?

Clients reported a 10% lift in sales conversion rates after using TTEC Perform. According to the company, AI-driven coaching and simulations helped associates convert more interactions into sales.

What operational efficiency gains did TTEC (TTEC) report for frontline agents on February 16, 2026?

TTEC reported a 6–8% reduction in average handle time and 100% compliance accuracy within 60 days. According to the company, integrated training and real-time coaching drove these operational improvements.

How many agents and clients does TTEC (TTEC) say its AI ecosystem supports as of February 16, 2026?

The company said the ecosystem supports 100+ enterprise clients and at least 25,000 frontline agents globally. According to the company, those deployments span multiple industries and high-volume CX environments.

What measurable customer experience (NPS) improvements did TTEC (TTEC) report in the February 16, 2026 announcement?

TTEC cited client NPS improvements of up to 23%, with an example of a healthcare payer up 17%. According to the company, data-driven precision coaching produced these Net Promoter Score gains.