Company & Shareholder Information
eLoyalty is a Customer Interaction Consulting and Managed Services company. The company has been designing and implementing large-scale Customer Interaction Solutions since 1990, and possesses unparalleled experience and qualifications in these application areas.
eLoyalty’s mission is to help its customers achieve breakthrough results with revolutionary analytics and advanced technologies that drive continuous business improvement. The company has a long and deep history of customer experience transformation and customer interaction technology innovation. Over the course of its nearly twenty-year history, eLoyalty has pioneered many firsts in the contact center and CRM systems integration space.
eLoyalty started in the early 1990s as a practice area of Technology Solutions Company. Throughout the 1990s, this business grew rapidly based on its expertise and delivery excellence in complex contact center technology and business process projects.
Based on its track record of rapid growth, eLoyalty was spun out of TSC and became a publicly traded company in 2000. Over the past few years, eLoyalty has dramatically changed its service offerings to focus on three service lines: Behavioral Analytics™; Integrated Contact Solutions (ICS); and Consulting Services.
Behavioral Analytics™ is a revolutionary new service that turns unstructured interaction content into actionable business insights. Working in partnership with Cisco Systems, Nuance Communications and other technology vendors, eLoyalty’s ICS service line has become a leader in designing, implementing, supporting and managing multi-channel customer interaction solutions that leverage Voice over IP (VoIP), speech recognition and other advanced technologies. In addition, eLoyalty uses its broad consulting skills to help customers optimize the value of these new technologies.
eLoyalty generates approximately $100 million in revenues and operates primarily in the United States and Canada. Based on the success of its ICS and Behavioral Analytics™ service lines, the company has rapidly grown its managed services revenues, which now comprise nearly half of total services revenues. eLoyalty currently employs nearly 500 very talented employees and serves many of the leading companies in health care, financial services, utilities and pharmaceuticals. The company also has extensive experience in insurance, retail, telecommunications, manufacturing and distribution, travel and leisure, and other vertical industries.
eLoyalty has a strong and committed investor base. Notably, insiders hold approximately 65% of outstanding eLoyalty shares. These shareholders include two well established and highly regarded venture capital firms, Technology Crossover Ventures and Sutter Hill Ventures.
eLoyalty aspires to leverage its leadership position in its ICS and Behavioral Analytics™ service lines to rapidly grow its customer base, revenues and profits.