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.”