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CustomerAssistance.com Selected to Provide eCRM Services for Covad Communications
Leading National Provider of DSL Selects CustomerAssistance.com for Web-based Customer Care
DEERFIELD, IL - August 16, 2000 - CustomerAssistance.com, a wholly owned subsidiary of APAC Customer Services, Inc. (NASDAQ: APAC), today announced it has to been selected by Covad Communications (NASDAQ: COVD), the leading national broadband services provider of Digital Subscriber Line (DSL) technology, to provide outsourced eCRM (electronic customer relationship management) services in an effort to help qualify leads for Covad’s Internet Service Provider (ISP) customers. The relationship with CustomerAssistance.com will enable Covad to provide various levels of assistance, including telesales, email responses, and Web-based chats resulting in an increased numbers of qualified leads being sent to Covad’s ISP customers. CustomerAssistance.com will use Covad's xLink(tm) (pronounced “cross link”) interface to provide callers with the most up-to-date service qualification information reflecting Covad's continually expanding service area. “Our agreement with CustomerAssistance.com will allow us to capitalize on the growing number of leads generated through our nationwide advertising campaign,” said Rich Wong, Covad’s vice president of marketing. “This relationship allows Covad to continue providing high-speed broadband services to its ISP customers nationwide while CustomerAssistance.com provides the important capabilities needed for our ISPs to execute on the leads generated.”“We are very pleased to be selected by an industry-leader such as Covad,” said Peter Leger, president and CEO of APAC Customer Services. “We are confident that our team will provide Covad with the highest quality service and technical solutions available for fulfilling their customer care needs."
Service agents and technical representatives hired by CustomerAssistance.com will receive comprehensive training to assist prospective Covad end-users with everything from available DSL services to ISPs offering Covad DSL. Once CustomerAssistance.com qualifies an end-user, the lead will automatically be routed to one of Covad’s ISP customers. Covad’s customer interaction services will be handled out of CustomerAssistance.com’s new state-of-the-art facility in Deerfield, IL.
About APAC Customer Services and CustomerAssistance.com
APAC Customer Services, Inc. (NASDAQ: APAC) is a leading provider of comprehensive customer relationship management (CRM) solutions for Fortune 1000, mid-tier and “dot.com” companies in the financial services, telecommunications, retail, insurance, technology, automotive, travel and health care sectors.
CustomerAssistance.com delivers a full suite of electronic CRM (e-CRM) products and services, including e.PACSM, a multimedia platform that supports a broad range of integrated, e-commerce-based customer interaction capabilities.
Expanding upon its core competency of CRM solutions, APAC Customer Services recently added solutions integration services to its array of customer care programs. This new business unit - Aligned Customer Relationship SolutionsSM (ACRS) - leverages the company’s flexible business model and focuses on aligning with clients to implement customer care solutions specific to their needs.
To help its clients better manage relationships with their customers, APAC Customer Services develops and delivers end-to-end customer care, customer acquisition and Web-enabled CRM programs. Through these offerings, APAC Customer Services offers superior, real-time customer care via the Web and traditional call centers. Founded in 1973 and headquartered in Deerfield, Illinois, the company employs approximately 18,000 people and has 55 customer interaction centers across the nation. For more information, call 1-800-OUTSOURCE or visit www.apaccustomerservices.com or, www.customerassistance.com.
Aligned Customer Relationship Solutions and e.PAC is a service marks of APAC Customer Services, Inc.
Editorial Contact:
Nicole Thome
The Townsend Agency
(858) 457-4888 x163
nicolet@townsendagency.com
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