CORRECTING and REPLACING PFSweb Supplements eCOST.com's Call Center Services to Strengthen Customer Satisfaction; Company Conti
30 March 2006 - 2:49AM
Business Wire
Second graph, second sentence of release should read: eCost.com
customer service hours have now been extended to 8:00 a.m. to
midnight EST seven days per week (sted eCost.com customer service
hours have now been extended to 8:00 a.m. to 12:00 p.m. EST seven
days per week). The corrected release reads: PFSWEB SUPPLEMENTS
ECOST.COM'S CALL CENTER SERVICES TO STRENGTHEN CUSTOMER
SATISFACTION; COMPANY CONTINUES TO STREAMLINE OPERATIONS FOLLOWING
RECENT MERGER COMPLETION 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 midnight 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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