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| Customer Expressions To Work With SITEL To Provide Financial Institutions With Best-In-Class Complaint Tracking/Customer Retention Solution | | | |
OTTAWA, Canada – November 2nd, 2004 – Customer Expressions, a leading provider of web-based case management and complaint tracking software, today announced a relationship with SITEL North America Financial Services Group, a division of SITEL Corporation (NYSE:SWW) that enhances SITEL’s best-in-class ResQueue program, a comprehensive, integrated contact center retention solution that gives clients in the financial services industry a decided edge in saving profitable customers.
The partnership means that SITEL’s North America Financial Services Group can now offer contact center clients a complete, cost-effective customer retention solution that leverages Customer Expressions’ highly acclaimed i-Sight case management and complaint tracking software. i-Sight is an easy-to-use, robust, and scalable web-based complaint tracking application that can be customized quickly to track the status and progress of customer interactions and improve customer loyalty while maintaining complete, searchable case histories.
“Customer retention has been a key focus of our business for many years,” said Mary Garvis, President of SITEL’s North American Financial Services Group. “We feel this will strengthen one of our core offerings in an exciting new way. The addition of i-Sight case management and complaint tracking software as a component of the SITEL ResQueue offering gives us an ability to track and manage customer incidents and complaints on behalf of our clients from the point of initial contact.”
At the same time, Customer Expressions will now be able to offer its clients a comprehensive complaint tracking and case management solution that takes advantage of SITEL’s experience and leadership in the customer contact center industry.
SITEL ResQueue is a comprehensive, integrated customer contact and relationship management program that is designed to help financial institutions retain profitable customers, improve client brand image and deliver greatly enhanced revenues opportunities.
Joe Gerard, Vice-President of Sales and Marketing for Customer Expressions, said that his company is excited to have been selected as a provider of case management and complaint tracking software for the ResQueue program. “Already, many organizations in the financial services industry depend on i-Sight software to manage customer complaints, inquiries, service requests and compliance. SITEL provides services for some of the world’s most prominent organizations, and we are looking forward to working closely with SITEL to build customer loyalty and improve retention on behalf of their clients,” Gerard said.
About SITEL
SITEL is a leading global provider of outsourced customer support services. On behalf of many of the world's leading organizations, SITEL designs and improves customer contact models across its clients' customer acquisition, retention and development cycles. SITEL manages approximately two million customer interactions per day via the telephone, e-mail, Internet and traditional mail. SITEL has over 32,000 employees in 88 global contact centers, utilizing more than 25 languages and dialects to serve customers in 54 countries. Please visit SITEL's website at www.sitel.com for further information.
For further information, please contact:
Harley Axelrod, Vice-President, Sales, NA Financial Services Group, SITEL Corporation (402) 963-6810
Harley.Axelrod@sitel.com
About Customer Expressions
Based in Ottawa, Canada, Customer Expressions(www.customerexpressions.com) is a leading provider of web-based case management solutions for regulators and enterprises focused on quality assurance and customer service. Customer Expressions has gained an international reputation for best-in-class software that enables managers to improve customer retention and profitability. The privately held firm provides i-Sight, integrated case management software for complaint handling, corrective and preventive action management (CAPA Management), compliance monitoring, and other business processes that require case management.
For further information, please contact:
Joe Gerard, Vice-President, Sales & Marketing
800-465-6089 or media@customerexpressions.com
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