Press Release

Announcement

FOR IMMEDIATE RELEASE
06 Feb 2004

SUN Microsystems Engages COPC to Review European Customer Care Centers

Amherst, NY - Customer Operations Performance Center Inc. (COPC) announces SUN Microsystems has engaged COPC to assess their European Customer Contact Centers in preparation for the COPC-2000® Standard Certification.

SUN Microsystems EMEA Customer Care Center has engaged COPC based on references from other COPC clients certified to the Standard. Clients working within this management system have demonstrated how the COPC-2000® Standard framework can help SUN Microsystems develop consistency in the way they measure and manage their business. With Customer Care Centers throughout Europe - the UK, France, Germany, Spain, Italy, and Switzerland, as well as the regions of Scandinavia, Benelux, Eastern Europe and South Africa - SUN Microsystems recognizes there is no other Performance Management system that offers them metric-based management for their multi-site operations.

COPC-2000® Standard is a world-class benchmark of productivity, efficiency, and cost-effectiveness for customer contact operations ensuring contact center excellence worldwide. The COPC-2000® Standard is the first and only certification process designed specifically for the needs of the contact center space. The COPC-2000® Standard has been proven in over 625 field assessments to provide management with the information needed to drive improvement in operational performance.

About COPC

Headquartered in Amherst, New York, Customer Operations Performance Center, Inc. (COPC) is the leading authority on customer contact center and transaction processing services operations. COPC services clients on a worldwide basis, and has representatives in Argentina, Australia, Brazil, Canada, India, Japan, Singapore, South Africa, United Kingdom, and the United States.

The COPC Standard was developed in 1995 by individuals from Microsoft, Motorola, Dell, American Express, L.L. Bean, Intel, and other customer-focused companies who were concerned with the level of service quality provided by Customer Service Providers (CSPs). Several hundred locations in 30 countries are using the Standard to improve performance, reduce costs, and increase customer satisfaction. Users include firms in e-commerce, computer hardware and software, financial services, healthcare, telecommunications and consumer products.

For additional information, please email to info@copc.com.