ModusLink Moves Contact Center Support to the Cloud with New Global Platform

  ModusLink Moves Contact Center Support to the Cloud with New Global Platform

   —Around-the-clock support from any location ensures business continuity,
              reduces cost and improves the customer experience—

Business Wire

WALTHAM, Mass. -- January 14, 2014

ModusLink ^ Global Solutions^™ Inc. (NASDAQ: MLNK) today announced it has
significantly upgraded its information technology infrastructure with a new
cloud-based contact center solution. The 24x7 global platform will provide a
single gateway for all inbound communication for more than 15 current client
programs.

“Moving contact center support to the cloud allows us to vastly improve the
amount of time it can take to implement programs for new clients and we can
more quickly than ever scale up operations for existing clients who experience
seasonal or launch-related spikes in call volume,” said Art Sebastiano, Chief
Information Technology Officer, ModusLink. “A cloud-based platform where
hardware is maintained in redundancy and independent of the physical call
center location also safeguards business continuity, which is critical for our
clients and helps ensure exceptional levels of customer support.”

ModusLink will maintain its existing contact centers across the globe in North
America, Europe and Asia and these locations will now be centralized on a
common cloud-based system that automatically determines the best available
agent to handle an incoming inquiry based on language, queue time, and the
customers preferred mode of contact—phone, chat or e-mail.

“A key consideration in this new deployment is the potential it offers our
clients for remarkable cost savings,” said Sebastiano. “This is particularly
true with many of our clients based in Europe, where with a traditional
customer support system, the client owns and manages the costs associated with
its incoming support phone numbers. That expenditure can typically represent
as much as 20 to 30 percent of their annual telecom budget.”

In addition to offering 24-hour support, the industry-leading cloud solution
provides clients with improved quality control through 100 percent real-time
monitoring and allows for more data-driven operations, instantly enhancing
operational efficiency.

Additional Resources

  *Download the Fact Sheet on ModusLink’s Contact Center Solution
  *Read more about ModusLink’s comprehensive approach to customer service and
    brand enhancement
  *Value Unchained, the blog for supply chain professionals
  *Follow us on Twitter @ModusLink and on LinkedIn

About ModusLink Global Solutions

ModusLink Global Solutions Inc. (NASDAQ: MLNK) executes comprehensive supply
chain and logistics services that are designed to improve clients’ revenue,
cost, sustainability and customer experience objectives. ModusLink is a
trusted and integrated provider to the world’s leading companies in consumer
electronics, communications, computing, medical devices, software, luxury
goods and retail. The Company’s operating infrastructure annually supports
more than $80 billion of its clients’ revenue and manages approximately 451
million product shipments through more than 25 sites across North America,
Europe, and the Asia/Pacific region. For details on ModusLink's flexible and
scalable solutions visit www.moduslink.com and www.valueunchained.com, the
blog for supply chain professionals.

ModusLink Global Solutions is a trademark of ModusLink Global Solutions Inc.
All other company names and products are trademarks or registered trademarks
of their respective companies.

Contact:

Media:
ModusLink Public Relations
Teresa Osborne, 781-663-5153
teresa_osborne@moduslink.com
or
Investors:
ModusLink Investor Relations
Robert Joyce, 781-663-5120
ir@moduslink.com
 
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