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Strategies & Market Trends : The Thread Formerly Known as No Rest For The Wicked -- Ignore unavailable to you. Want to Upgrade?

To: Sosmartinov who wrote (31838)	4/26/1999 9:20:00 AM
From: JakeStraw	Respond to of 90042

SWW News - IBM Global Services and SITEL Enter Joint Customer Relationship Management Agreement SOMERS, N.Y. and BALTIMORE, April 26 /PRNewswire/ -- IBM (NYSE: IBM - news) and SITEL Corporation (NYSE: SWW - news) announced today they have entered into a strategic non-exclusive services relationship to provide outsourced Customer Relationship Management (CRM) solutions to major corporations. As part of this relationship each company will bring its respective expertise to provide world class, integrated CRM solutions. Delivered through IBM Global Services' Business Process Management (BPM) services, IBM will provide comprehensive Customer Relationship Management solutions that include transformation, business process and information technology consulting; software; hardware; application solution integration; and process outsourcing. SITEL will focus on its core competencies of designing, implementing and managing call center solutions delivered primarily via a wide array of e-Media including the telephone, e-mail and the Internet. Karen Riley, General Manager, IBM Business Process Management Offerings, IBM Global Services, said, ''Companies are looking for innovative ways to enhance their customer relationships and now IBM, with SITEL's support, will be able to provide a very customer centric solution. It is our belief that this relationship will raise the standard by which major corporations provide service to their customers.'' IBM has leveraged its internal CRM transformation by utilizing many of the same skills and processes to assist customers in providing unsurpassed sales, marketing and customer service. This expertise combined with CRM capabilities, including strategy development, customer intelligence and campaign management, and SITEL's expertise and experience in customer contact center management enables IBM and SITEL to offer comprehensive end-to-end outsourced solutions. Phil Clough, SITEL's President and CEO, stated, ''As organizations increasingly look to outsource key elements of their business processes, it is vital they can trust and rely on world class vendors. This agreement will allow IBM and SITEL to remain focused on our respective core competencies while providing our common clients fully integrated and complete solutions.'' IBM and SITEL have teamed successfully to win two prior engagements, the first for PG&E Energy Services where SITEL assists IBM by providing the call center portion of an end-to-end Customer Relationship Management solution, and a recently announced contract with General Motors in which IBM will assist SITEL with the systems integration and application and technology outsourcing necessary to deliver a true CRM solution. PG&E Energy Services is not the same company as Pacific Gas and Electric Company, the utility. PG&E Energy Services is not regulated by the California Public Utilities Commission; and you do not have to buy PG&E Energy Services' products in order to continue to receive quality regulated services from Pacific Gas and Electric Company, the utility. IBM Global Services is the world's largest information technology services provider, with 1998 revenues of approximately $29 billion. Services is the fastest growing part of IBM, with more than 130,000 professionals serving customers in 160 countries. IBM Global Services integrates IBM's broad range of capabilities -- services, hardware, software and research -- to help companies of all sizes realize the full value of information technology. For more information visit www.ibm.com/services. SITEL Corporation is the leading global provider of outsourced Customer Relationship Management services. Over 19,000 SITEL employees worldwide represent many of the world's leading brandnames. On behalf of their clients, SITEL finds, acquires and retains customers and helps build and enhance value from these customer relationships. Using the full spectrum of e-Media including the telephone, e-mail and the Internet -- SITEL operates from over 75 customer contact centers, located around the globe in 18 countries, and offers service in more than 25 languages and dialects. Please visit www.sitel.com for further information. SOURCE: SITEL Corporation