ACS Named Top Call Center Outsourcing Provider by Contact Center World

Affiliated Computer Services, Inc. (NYSE: ACS) received eight first place rankings in the 2009 Top Outsourcer survey conducted by Contact Center World, demonstrating its strength as the leading call center outsourcing provider.

For the third consecutive year, ACS ranked first for the number of call center agents and B2C agents in the blended category. For the second straight year, ACS is first for the number of B2B agents in the blended category.

“These rankings validate our position that ACS offers customers a breadth and depth of service unmatched in the call center outsourcing industry,” said Chris Tranquill, group president of ACS Business Process Solutions. “It is not only the number of employees, but the quality of the individuals that makes a difference to our clients and their customers.”

With more than 116,000 members, Contact Center World is a leading resource for the contact center industry and sponsors the annual Top Outsourcer Rankings. Providers are ranked in 11 different categories for inbound, outbound and blended offerings.

ACS ranked first in the following categories:

Number of Agents (blended)
Automated Call Handling (blended)
Business to Business Agents (blended)
Business to Consumer Agents (blended)
Agents Serving the Americas (blended)
Agents Serving Asia-Pacific (blended)
Business to Consumer Agents (inbound)
Agents Serving the Americas (inbound)

ACS also ranked highly in several interactive categories, placing third in both E-Mail Support Volume and Web Chat Volume. These rankings position ACS to strategically leverage social media in customer relationship management (CRM).

“Monitoring, compiling and integrating message boards, blogs and other postings is an essential element of CRM,” said Tranquill. “Businesses must harness the valuable feedback these public forums provide. Intelligence harnessed from social media allows results to be interpreted and changes made in CRM. Social media interaction allows you to better listen to what the customers are actually saying.”

ACS has been a leader in the call center outsourcing industry for more than 20 years. With more than 33,000 agents in 115 customer care centers around the world, ACS employees handle in excess of one million customer interactions every day in 20 different languages.

About ACS

ACS, a global FORTUNE 500 company with approximately 76,000 people supporting client operations reaching more than 100 countries, provides business process and IT outsourcing solutions to world-class commercial and government clients. The company's Class A common stock trades on the New York Stock Exchange under the symbol "ACS." Learn more about ACS at http://www.acs-inc.com.

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