Under the terms of the agreement, BT Syncordia and ClientLogic will each deliver specific elements of the other's CRM activities. The companies say ClientLogic will provide and manage Syncordia Solutions' outsourced contact center capabilities and Syncordia Solutions will deliver and manage the technology and network infrastructure at all of ClientLogic's European locations. They say Syncordia Solutions will also adopt ClientLogic's outsourced customer contact, database marketing and fulfillment services into its service provision.
The companies say the alliance will extend Syncordia Solutions' European capability to deliver outsourced contact center solutions as well as other e-CRM services across eight European countries, including Germany, France, Ireland and Southern Europe. They say the alliance will add four contact centers in the UK - Bristol, Derby, Dundee and Newcastle - to ClientLogic's current global portfolio. ClientLogic say its overall agent capacity will increase by 1700 seats, while its worldwide facilities total will jump to 53.
"The collaboration between Syncordia Solutions and ClientLogic will enable us to become a significant competitor in Europe by 2004," says Neil Rogers, president of Syncordia Solutions. "The alliance combines strengths in e-CRM technology and customer service delivery to create the most comprehensive outsourced contact center solutions, fulfillment and marketing services across Europe."
"The leading expertise of Syncordia Solutions in the area of e-CRM technology, combined with ClientLogic's operational capabilities and presence across Europe, will provide world-class solutions for BT's clients to enhance the experience of their customers," says Jules Kortenhorst, CEO of ClientLogic Europe. "We are very confident that the alliance with Syncordia Solutions will accelerate the growth of our European business."