Alorica Debuts in Japan as eMachines' Customer Care Partner; Comprehensive Customer Service and CRM Software Provider to Support eMachines' Expansion into the Japanese Market.Business Editors & High-Tech Writers CHINO, Calif.--(BUSINESS WIRE)--Dec. 11, 2002 Alorica, a leading customer service management company, today announced it has been selected by eMachines to support its Customer Care services in the Japanese market, extending the two companies' partnership beyond North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. . eMachines, the leading value PC provider in the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. , enters the Japanese marketplace this month through the TSUKUMO and Ishimaru Denki retail chains. Alorica will support eMachines' Customer Care program with a combination of premier managed services An umbrella term for third-party monitoring and maintaining of computers, networks and software. The actual equipment may be inhouse or at the third-party's facilities, but the "managed" implies an ongoing effort; for example, making sure the equipment is running at a certain quality , including call centers, depot repair, service parts management and Internet-based technical support, integrated with its Web-based Helix 2002 customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) software. Alorica is unique in the customer service management industry to offer both proprietary CRM enterprise software and real-world customer support facilities. As in the United States, eMachines will offer Japanese consumers a comprehensive warranty that includes one-year parts, labor and technical support. Highly trained customer call center professionals will be available for Japanese customers from 6 a.m. to midnight seven days a week, 365 days a year including weekends and holidays. Japanese customers will be able to contact customer support via phone, e-mail or live Internet chat. "eMachines continues its investment in Alorica because of their ability to offer a cost-effective end-to-end customer service solution," said Mike Zimmerman, senior vice president, Customer Care and Quality for eMachines based in Irvine, Calif. "Alorica has helped eMachines attain high customer satisfaction rates in North America and we believe they will help us duplicate that success in Japan." "We are honored eMachines has selected Alorica as their Customer Care provider in Japan," said Andy Lee People named Andy Lee include:
eMachines products will begin selling products this month through two leading Japanese home appliance retailers, TSUKUMO and its partner Ishimaru Denki. TSUKUMO has 30 stores in Akiharaba, Tokyo, Nagoya, Osaka and Sapporo, and Ishimaru Denki operates 25 stores throughout the greater Tokyo area The Greater Tokyo Area is a large metropolitan area in Japan consisting of most of the Japanese prefectures of Chiba, Kanagawa, Saitama, and Tokyo (at the center). In Japanese, it is referred to as the Tokyo Area and Niigata. Its products will also be sold via TSUKUMO's online store at www.tsukumo.co.jp. About eMachines Inc. eMachines is a privately held company privately held company A firm whose shares are held within a relatively small circle of owners and are not traded publicly. dedicated to providing consumers with affordable, high-value personal computers. Incorporating the same high-quality, brand-name components as other major PC brands, eMachines is able to offer premium value to its customers by working closely with its manufacturing and retail partners, and by strictly maintaining one of the lowest operating costs operating costs npl → gastos mpl operacionales in the PC industry. Founded in September 1998, eMachines currently sells the second-highest number of PCs through retailers in the United States, according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. leading market research organizations. Since inception, eMachines has shipped more than 5 million PCs through leading national and international retailers, catalog and online merchandisers and via its Web site at http://www.emachines.com About Alorica Inc. Alorica is a leading customer service management firm managing the entire customer lifecycle, from front-office customer interaction to back-office fulfillment. Alorica delivers fully integrated services In computer networking, IntServ or integrated services is an architecture that specifies the elements to guarantee quality of service (QoS) on networks. IntServ can for example be used to allow video and sound to reach the receiver without interruption. such as customer interaction management, service logistics, depot and onsite repair services, as well as total e-business solutions. Alorica integrates, manages and automates these service solutions with Helix 2002, which also provides real-time Web-delivered data analysis with worldwide accessibility. Alorica has headquarters in Chino, and currently provides fully integrated outsourced customer service support for companies such as NEC/Mitsubishi, U.S. Robotics and eMachines. |
|
||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion