Press Release

Announcement

FOR IMMEDIATE RELEASE
18 May 2006

Microsoft Initiates Process for Certification to the COPC-2000 VMO Standard

Amherst, NY - Customer Operations Performance Center Inc. (COPC Inc.) announces that Microsoft Inc. has initiated the process of becoming certified to the COPC-2000 VMO Standard for Vendor Management Organizations. Microsoft's Customer Service & Support (CSS) Global Outsourcing organization is currently involved in the certification process across multiple global entities.

Recognizing COPC Inc. as a leading authority in contact center certification, Microsoft elected to pursue certification to the COPC-2000 VMO Standard as an effective means to drive a consistent approach for supplier performance.

“Having played a key role in the development of the COPC-2000 VMO standard itself,” said Mike Simms, General Manager of Microsoft’s Global Outsourcing organization, “I am convinced that the COPC® Framework will help us achieve the goals of process consistency, repeatability, and predictability.”

The COPC-2000 VMO Standard for Vendor Management Organizations sets forth minimum requirements for buyers of third party customer contact center services. These requirements fall across four categories – leadership and planning; key business processes; key people processes; goals – and, when met, ensure effective management of relationships with third party Customer Service Providers (CSPs).

Developed by leading buyers of CSP services, the COPC-2000 VMO Standard is closely aligned with the COPC-2000® CSP Standard and provides vendor management organizations with the key approaches and performance metrics required to manage their CSP relationships for optimal performance and customer satisfaction.

About Microsoft
Founded in 1975 and headquartered in Redmond, Washington, Microsoft (Nasdaq "MSFT") is the worldwide leader in software, services and solutions that help people and businesses realize their full potential. For more information, visit www.microsoft.com.

About COPC Inc.
Headquartered in Amherst, New York, COPC Inc. is the world’s leading authority on customer contact center and transaction processing services organizations. COPC Inc. services clients on a global basis, and has representatives in Argentina, Australia, Brazil, Canada, India, Japan, Singapore, United Kingdom, and the United States.

The COPC-2000® CSP Standard was developed in 1996; representatives from various customer-focused companies formed an advisory committee to address their concerns about service quality provided by third party Customer Service Providers (CSPs). These firms included American Express, Compaq, Dell, Intel, L.L. Bean, Microsoft, Motorola, and Novell. COPC Inc. is the only entity authorized to issue certification to the COPC® Family of Standards. Several hundred locations in 30 countries are using the COPC® Family of Standards 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.