PFSweb Supplements eCOST.com's Call Center Services to Strengthen Customer Satisfaction; Company Continues to Streamline Operat
29 Marzo 2006 - 3:00PM
Business Wire
PFSweb, Inc. (Nasdaq: PFSW) today announced it has begun
supplementing call center services for its wholly owned subsidiary,
eCOST.com, with PFSweb's existing call center facility in Plano,
Texas. The increased capacity will assist in the handling of
approximately 2,000 customer service calls per day and is expected
to improve overall customer satisfaction. PFSweb's large, in-house
telecommunications infrastructure will expand capacity at the
switching level as well as allow for extended customer service
hours. eCost.com customer service hours have now been extended to
8:00 a.m. to 12:00 p.m. EST seven days per week. Previously,
eCost.com operated from 8:00 a.m. to 9:00 p.m. EST five days per
week. eCOST.com will utilize PFSweb's IEX workforce management
tool, which is a software package used to automate and refine the
contact center scheduling processes. The system also works in
conjunction with the AVAYA switch to retrieve detailed call
statistics, which allow for better resource management and business
forecasting. In addition to the call center improvements, eCOST.com
has recently upgraded features in its proprietary search engine
providing customers more relevant searches, better drill-down
capabilities within a search and faster access to information
pertinent to customers' inquiries. "PFSweb's world-class operating
infrastructure and technology expertise provides an effective
platform for eCOST.com to significantly improve customer service.
Extending our customer service hours to seven days a week is an
important step towards our goal of driving dramatic improvements in
the eCost.com customer experience," said Mark Layton, CEO of
PFSweb. "This brings eCost.com into a higher realm of expectation
that customers demand from world-class service providers. As a
result, we are already seeing an increase in our weekend revenue
levels. Additionally, the enhancement in the search functions is
part of our strategic goal to improve the features and capabilities
of the eCost.com web site and customer experience which we hope to
further advance with additional site improvements." Adam Shaffer,
CEO of eCOST.com, said, "We are excited to leverage PFSweb's
investments in its scalable infrastructure in order to increase our
service capabilities and to better meet our customers' needs.
eCOST.com's access to PFSweb's advanced technology and
telecommunications facilities provides an opportunity to realize
some of the strategic benefits targeted through our merger." On
February 1, 2006, PFSweb completed its merger with eCOST.com. In
addition to eCOST.com's facility in Torrance, California, PFSweb
operates state-of-the-art call centers in Plano, Texas, and
Memphis, Tennessee, as well as its international facility in Liege,
Belgium. About PFSweb, Inc. PFSweb develops and deploys integrated
business infrastructure solutions and fulfillment services for
Fortune 1000, Global 2000 and brand name companies, including third
party logistics, call center support and e-commerce services. The
company serves a multitude of industries and company types,
including such clients as Adaptec, CHiA'SSO, FLAVIA(R) Beverage
Systems, Hewlett-Packard, International Business Machines, Nokia,
Pfizer, Inc., Raytheon Aircraft Company, Rene Furterer USA, Roots
Canada Ltd., Smithsonian Institute and Xerox. Through its wholly
owned eCOST.com subsidiary, PFSweb also serves as a leading
multi-category online discount retailer of high-quality new,
"close-out" and refurbished brand-name merchandise for consumers
and small business buyers. The eCOST.com brand markets more than
100,000 different products from leading manufacturers such as
Apple, Canon, Citizen, Denon, Hewlett-Packard, Nikon, Onkyo, Seiko,
Sony, and Toshiba primarily over the Internet and through direct
marketing. For more information, please visit the company's
websites at www.pfsweb.com and www.ecost.com. The matters discussed
herein and, in particular, information regarding the merger,
consist of forward-looking information under the Private Securities
Litigation Reform Act of 1995 and is subject to and involves risks
and uncertainties, which could cause actual results to differ
materially from the forward-looking information. PFSweb has filed a
Registration Statement on Form S-4 which identifies certain factors
that could cause actual results to differ materially from those
projected in any forward looking statements made and investors are
advised to review the Registration Statement and the Risk Factors
described therein. PFSweb undertakes no obligation to update
publicly any forward-looking statement for any reason, even if new
information becomes available or other events occur in the future.
There may be additional risks that we do not currently view as
material or that are not presently known.
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