Aspect's PerformanceEdge Workforce Management Capabilities Enable Stream to Deliver Exceptional Customer Satisfaction through Optimized Resource Allocation
BOSTON, MA-March 18, 2010- Stream Global Services, Inc.,
(NYSE/AMEX:SGS), a premium business process outsource (BPO) service
provider specializing in customer relationship management for
Fortune 1000 companies, today announced that it has selected the
eWorkforce Management capability on Aspect's PerformanceEdge
platform to drive world-class scheduling, forecasting and resource
allocation management across its 50 solution centers, worldwide. By
utilizing the Aspect workforce management solution, Stream is able
to optimize agent productivity, enabling the company to deliver a
consistent customer experience across its worldwide operations,
enhance customer satisfaction and ultimately drive brand loyalty
for its clients.
With more than 30,000 service professionals in 50 locations
across 22 countries, it is imperative that Stream consistently
maximize performance across its enterprise. Stream selected Aspect
for its robust forecasting module, skill-based scheduling tools and
extensive reporting and analysis capabilities.
"By utilizing Aspect eWorkforce Management, Stream had been able
to dramatically improve our service professional productivity,
ultimately enhancing the customer experience and overall service we
provide to our clients," said Scott Murray, chairman and CEO of
Stream Global Services. "Aspect improves our service professionals'
ability to deliver consistent service in a timely fashion and
therefore enables us to deliver on our mission of creating maximum
value for our clients and their customers."
"Driving the ability to strategically manage employee resources and
adopt a continuous improvement culture is core to Aspect's contact
center platforms. And, helping organizations leverage key
capabilities, such as workforce management, to do this is one of
our primary goals," said Jim Foy, president and chief executive
officer, Aspect. "With its broad global footprint and diverse
client base, Stream and its clients will not only benefit from the
ability to accurately plan, strategically manage and optimize
resources across all of its centers and environments, but it will
present endless opportunities now and in the future."
Contact Information:
Nancy Finn
Global Marketing Communications
nancy.finn@stream.com
781-304-1846 About Stream Global Services
Stream Global Services is a premium business process outsource (BPO) service provider specializing
in customer relationship management including sales, customer care and technical support for Fortune
1000 companies. Stream is a trusted partner to some of the world's leading technology, computing,
telecommunications, retail, entertainment/media, and financial services companies. Our service programs
are delivered through a set of standardized best practices and sophisticated technologies by a highly
skilled workforce of approximately 30,000 employees based out of 50 solution centers in 22 countries
supporting more than 35 languages. Stream continues to expand its global presence and service offerings
to increase revenue, improve operational efficiencies and drive brand loyalty for its clients. To learn
more about the company and its complete service offering, please visit www.stream.com.
|