ACS Positioned in 'Leaders' Quadrant for CRM Contact Center Business Process Outsourcing Service Providers

DALLAS — Affiliated Computer Services, Inc. (NYSE: ACS – News) today announced it has been placed in the “Leaders” quadrant in industry analyst firm Gartner Inc.’s “Magic Quadrant for CRM Contact Center BPO for North America.”

ACS was positioned in the leaders quadrant based on the evaluation criteria of ability to execute and completeness of vision. According to the report, “Leaders demonstrate market-defining vision and the ability to execute against that vision through Customer Relationship Management (CRM) contact center Business Process Outsourcing (BPO) services, a sizable market share and solid references for CRM contact center BPO service in North America, including a cross-section of vertical industries. Leaders also continue to invest in innovative CRM contact center BPO service offerings, business/pricing models and service delivery models. They have a superior understanding of client needs and of current market conditions, and are actively building competencies to sustain their leadership position in the North American CRM contact center BPO market. The CRM contact center BPO service providers in this quadrant generally have strong global or regional service delivery operations and deep technology to leverage, and deliver above-average customer experience.”

"ACS has been successfully delivering customer relationship management solutions for more than 20 years,” said Chris Tranquill, senior vice president and group president, ACS Business Process Solutions. "Clients look to ACS because we offer the right expertise, processes, people and disciplines to help them transform their businesses. We believe our positioning in the leaders quadrant by Gartner confirms our client-focused services – extensive global reach, deep technology expertise, an understanding of the market and our clients’ unique challenges."

In the report Gartner evaluated: “advisory, consulting and migration services for CRM contact center BPO programs; insight across industries for CRM contact center BPO services; technology advisory and integration services related to CRM contact center BPO programs inclusive of voice and multichannels (i.e., Web chat, e-mail response, Web self-service, etc.); a comprehensive set of business process services across CRM functions, including for customer selection, acquisition, retention and extension.” The report was published December 16, 2009 and was authored by TJ Singh, Matthew Goldman and Johan Jacobs.

ACS has been a leader in the call center outsourcing industry for more than 20 years. With more than 33,000 agents in 150 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.

The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.