RealTime IT News

TeleTech Wins E-Commerce Contract from Blockbuster.com

TeleTech Holdings Inc., a provider of e-commerce-enabled customer management solutions, won a long-term contract award from Blockbuster Inc. to provide multi-channel customer and technical support for blockbuster.com.

Blockbuster.com's re-launched site offers new and used videotapes, video games, as well as DVDs and movie soundtracks for sale online.

TeleTech's Internet-integrated customer management solution, Cybercare, provides customers immediate assistance through any step of the online buying process, across multiple media, including phone, e-mail and fax.

TeleTech will manage all customer inquiries for Blockbuster related to product availability, order processing, returns, refunds and site support 24 hours a day, seven days a week.

Financial details were not disclosed.

"We want to provide our customers with the same level of customer service on the Web that they receive in our stores," said Shellye Archambeau, senior vice president of e-commerce for Blockbuster.

"We believe this is critical to the success of our online offering and we are confident TeleTech will help us achieve this."