DALLAS: April 14, 2010 - Affiliated Computer Services, Inc. (ACS), a Xerox Company (NYSE: XRX) today launched Community as a Strategy – a suite of social CRM services that captures customer insights from social media sites to improve the service and responsiveness of any organization.
Community as a Strategy leverages advanced analytical technology to scour the Internet to find references about an organization and then aggregates those conversations from blogs and other social networks into a centralized database and reporting dashboard for review and possible action by call center agents. Organizations can then develop a social media strategy for call centers that will help cut costs and increase revenues through reduced call and e-mail volumes, increased first contact resolution, extended customer relationships and improved lead conversion rates.
ACS is one of the first global outsourcers to incorporate all aspects of the call center customer lifecycle – sales, service and analytics - into a social CRM solution. Community as a Strategy combines social media marketing, consulting, agent-assisted and automated social media monitoring, CRM reporting and data integration technology enabling companies to proactively connect with customers before they contact the company.
“It‟s not enough for businesses to just listen or participate in the conversations taking place on social media sites,” said Michael Wooden, senior vice president of market development, ACS Business Process Solutions. “ACS is using proven technology in an innovative way, enabling organizations to capture and distill those „conversations‟ into knowledge that can be used to improve customer service, using social media monitoring and management tools.”
ACS was positioned by Gartner, Inc., in the Leaders Quadrant in the “Magic Quadrant for CRM Contact Center BPO for North America”1 for 2009 based on its ability to execute and complete the vision for customers in CRM and BPO services.
1. Gartner “Magic Quadrant for CRM Contact Center BPO for North America” by TJ Singh, et al. December 16, 2009.
ACS has been a leader in the call center outsourcing industry for more than 20 years. With more than 33,000 agents in 150 customer care centers around the world, ACS employees handle in excess of one million customer interactions every day in 20 different languages. Learn more about ACS‟ call center solutions at http://www.acs-inc.com/bps/.
About ACS, A Xerox Company
Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology, services and outsourcing offerings, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for production and office printing environments of any size. Through ACS, A Xerox Company, which Xerox acquired in February 2010, Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide. The 130,000 people of Xerox serve clients in more than 160 countries. For more information, visit http://www.acs-inc.com or http://www.xerox.com. For investor information, visit http://www.xerox.com/investor.
Note to Editors: Xerox® and the sphere of connectivity design are trademarks of Xerox Corporation in the United States and/or other countries. Connect with ACS on Facebook or Twitter. For open commentary, industry perspectives and views from events visit http://www.facebook.com/xeroxcorp, http://twitter.com/xeroxcorp, http://twitter.com/xeroxevents, http://www.xerox.com/blogs or http://www.xerox.com/podcasts.
Gartner Magic Quadrant Disclaimer: The Magic Quadrant is copyrighted December 16, 2009 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Media Contact
Chris Gilligan
Manager
Corporate Communications
Affiliated Computer Services, Inc.
859-389-2412
chris.gilligan@acs-inc.com
