IBM Increases Asia Pacific BTO Capability With Expanded Center in Australia

Expansion of Award-Winning Brisbane Business Transformation Outsourcing Delivery Center Builds IBM Australia's High-End Process Transformation Capabilities

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QUEENSLAND, AUSTRALIA - 22 Jun 2006: IBM, continuing its focus on high growth markets, today announced the expansion of its Business Transformation Outsourcing (BTO) Center in Brisbane, Australia, to meet the growing demand for multilingual business and technology services across the Asia Pacific region.

IBM is opening the 200-seat delivery center on Australia's Gold Coast as it invests in its BTO delivery capability globally and in Australia to transform and operate business processes such as Customer Relationship Management, Human Resources, and Finance and Accounting for clients seeking to optimize business performance and generate growth.

Expansion of the center marks IBM's expansion of its capabilities globally and especially in fast growing markets. Earlier this week, IBM announced the opening of the Russian Systems & Technology Laboratory. Other new facilities announced in recent months include a Linux Technology Center in Sao Paulo, Brazil; a Solutions & Technology Center in Bangalore, India; and a mainframe development lab in Shanghai, China.

"The ability of IBM Australia to deliver high-value multilingual business process and transformation outsourcing services to clients located throughout the Asia Pacific region has been the key to the growth of the Brisbane center," said Randy Walker, IBM's Asia Pacific General Manager, Managed Business Process Services. "Globally, IBM is focused on amassing the right skills where they exist to deliver the right services to our clients at the right price. This is an example of this strategy in action."

The Hon. Chris Cummins, Minister for Information Technology Policy, Queensland Government said, "Less than one year after the launch of the Brisbane BTO center, with the State Government's assistance, IBM is expanding its operation to the Gold Coast.

"IBM continues to bring high value business services, jobs, investment, and export dollars into the Queensland economy, adding to the critical mass and international competitiveness of our local services industry."

The new center will help clients improve their speed to market, responsiveness, client satisfaction and productivity. It will service clients throughout the Asia Pacific region, delivering BTO services in five languages: Japanese, Korean, Mandarin, Cantonese and English. The center will handle customer relationship management (CRM) technical support for Lenovo Japan, Australia and New Zealand in parallel with the Brisbane Center. IBM's BTO centers will manage calls for Lenovo Japan, Australia and New Zealand.

Throughout its contract with Lenovo, which commenced in May 2005, IBM will continue to apply best practice to increase process efficiencies and enhance service delivery -- including providing additional capacity for bilingual support to countries in the Asia Pacific such as Japan.

In a recent first (for a non-Japan-based center) IBM's BTO center in Brisbane was judged the best contact center team servicing Japan by Help Desk Institute (HDI), the world's largest membership association for IT service and support professionals. The annual HDI Japan 'Team Excellence Award' honours the contact center with the highest standard of customer support and excellence in the categories of people, process and technology.

The Brisbane Center is a strategic part of IBM's network of more than three dozen BTO global delivery centers. By opening a new center, located at The Exchange, Varsity Lakes, IBM will tap into the large growing multilingual population of Australia's fastest growing city, the Gold Coast.

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