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APAC Customer Services Awarded Contract by Harrah's Entertainment for CRM ServicesOne of the nation's leading entertainment and gaming companies signs multi-year contract with APAC Customer Services for Customer Care SolutionsDEERFIELD, IL - September 27, 2000 - APAC Customer Services, Inc. (NASDAQ: APAC), a leading provider of outsourced, customer relationship management (CRM) solutions for Fortune 1000 and "dot.com" companies, today announced it has been awarded a multi-year contract from Harrah's Entertainment, Inc. (NYSE: HET).APAC Customer Services will provide Harrah's Entertainment with customer care services as well as support the services offered to customers over Harrah's Web site. APAC Customer Services will engage its multichannel customer contact capabilities and superior performing customer interaction centers to help meet Harrah's increasing volume of customer inquiries and reservation requests. "We selected APAC Customer Services because of its ability to provide high-quality service in our challenging customer-care environment," said Nick Naples, vice president of Harrah's Entertainment, Brand Hotel Operations. "APAC Customer Services' expertise and flexibility are critical in helping us respond to more than 11,000 customer calls a day. APAC Customer Services will play a key role in helping us reach our goal of providing ever greater customer service." “Harrah's is highly respected in the entertainment field and is an award-winning leader in customer service, so we are very pleased to have been selected as its partner,” said Peter Leger, president and CEO of APAC Customer Services. “With more than a quarter century of experience in providing best-in-class customer care, APAC Customer Services will provide the highest levels of quality service and solutions to meet the increasing demands of Harrah's Entertainment customers." Specifically, APAC Customer Services will respond to inbound voice calls from customers and support Web site functions. Highly qualified representatives will answer questions, book reservations and assist customers in navigating Harrah's Web site. The global customer relationship management industry is $200 billion today and expected to grow to $500 billion by 2005, according to Direct Marketing magazine, International Data Corporation and Lehman Brothers. And, according to a new study from Datamonitor, the annual growth rate for Web-based CRM is predicted to accelerate from 49 percent in 1999 to more than 70 percent by 2001. About Harrah's Entertainment, Inc. Founded more than 60 years ago, Harrah's Entertainment, Inc. is the most recognized and respected name in the casino entertainment industry, operating 21 casinos in 17 markets in the United States under the Harrah's, Showboat and Rio brand names. With a combined database of more than 19 million players, Harrah's is focused on building loyalty and value with its target customers through a unique combination of great service, excellent products, unsurpassed distribution, operational excellence and technology leadership. 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/entertainment and health care sectors. CustomerAssistance.com delivers a full suite of electronic CRM (e-CRM) products and services, including e.PACSM, a multichannel 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 focused 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 employees 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 (ACRS) and e.PAC are service marks of APAC Customer Services, Inc. Forward Looking Statements This release contains certain statements that describe the Company's assessments of future business conditions and the outlook for the Company based on available information. Whenever possible, the Company has identified these "forward-looking" statements by words such as "anticipates," "believes," "expects," "estimates," and similar phrases. These forward-looking statements are based upon assumptions the Company believes are reasonable; however, such statements are subject to risks and uncertainties which could cause the Company's actual results to differ materially from those expressed in, or implied by these statements. Readers are encouraged to review the section captioned "Information Regarding Forward-Looking Statements" in the Form 10-K for the year ended January 2, 2000, and the disclosures contained in the Company's 10-Q filed with the Securities and Exchange Commission for the quarter ended July 2, 2000 which describe other important factors that may impact the Company's business, results of operations and financial condition. Editorial Contact: Alyssa Wright The Townsend Agency 858-457-4888 ext. 141 awright@townsendagency.com top of page |
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