MCI Signs Major Customer Support Call Center Outsourcing Agreement with Microsoft

Strategic Insights -

MCI, a leading communications company, announced a significant partnership with Microsoft Corp. to provide customer support services for MSN, The Microsoft Network. As part of the agreement, MCI will manage a dedicated call center to handle customer inquiries and issues related to MSN, which offers a range of services including internet access, news, and information. This deal marks a major milestone for MCI, solidifying its position as a leading provider of call center outsourcing services. According to Timothy F. Price, MCI's president and COO, the partnership is a testament to Microsoft's trust in MCI's capabilities and commitment to customer service excellence.

Key Takeaways:

  • MCI signed a major customer support call center outsourcing agreement with Microsoft Corp. for MSN, a leading online information and internet access service.
  • The agreement spans both North and South America, marking MCI's largest call center outsourcing contract to date.
  • MCI's Integrated Client Services Division (ICSD) will provide consulting services to support the contract, and the company has constructed a dedicated Microsoft Network Call Center in Pinellas Park, Fla.
  • The call center will manage a staff of Microsoft Service Professionals to ensure maximum customer satisfaction.
  • MSN offers a variety of services, including internet access, news, and information, and is available in 50 countries with localized access software in 26 languages.
  • MCI, headquartered in Washington D.C., has expanded its services beyond long-distance business to become one of the world's largest and fastest-growing communications companies.

Statistics:

  • MCI's largest call center outsourcing agreement to date spans both North and South America.
  • The dedicated Microsoft Network Call Center is co-located with MCI's own Proof Positive Call Center in Pinellas Park, Fla.
  • MSN offers internet access, news, and information in 50 countries.
  • Long-distance access software is available in 26 languages, reflecting MCI's global reach and commitment to diversity.
  • MCI's customer support services for MSN will be managed by a staff of Microsoft Service Professionals.
  • MCI's services include long distance, local access, wireless, paging, on-line information, internet access, and software, network management, call center outsourcing, and systems integration.

Sources:

  • BUSINESS WIRE, Oct. 2, 1995.
  • MCI News Bureau