OpenSpan Platform Enables Stream to Differentiate Its Services by Integrating Applications and Automating Business Processes Across Agent Desktops
ATLANTA, GA and BOSTON, MA-June 30, 2009-OpenSpan, Inc., a
leader in business user productivity software, together with Stream
Global Services, Inc. (AMEX:OOO), a premium provider of customer
care and business process outsourcing (BPO) services, today
announced that Stream has joined the OpenSpan BPO Services Partner
Program. Stream selected OpenSpan technology to automate business
process workflows that span disparate systems within its technology
infrastructure. By utilizing OpenSpan, Stream is able to optimize
agent productivity, improve cross-sell and up-sell performance and
thus enhance customer satisfaction and drive brand loyalty for its
clients.
With more than 17,000 agents across 34 call centers in 19
countries, and supporting 33 languages, Stream is a leading
provider of integrated business process outsourcing services,
including technical support, customer retention, customer sales,
customer care and other professional services. Stream services
Fortune 1000 clients in the technology, software, computing,
consumer electronics, and media and communications sectors.
"By combining Stream's proven methodologies and best practices
with OpenSpan technology, we are able to deliver a higher quality
of service to our clients," said Scott Murray, chairman and CEO,
Stream Global Services. "OpenSpan improves the efficiency of agents
when interacting with applications and the processes they support.
This enables us to differentiate our service offerings by providing
more productive agents that are better prepared and equipped to
resolve customer inquiries and improve up-selling success
rates."
As an outsourced customer care services provider, Stream works
with various external customer systems, each with its own set of
applications and business processes, resulting in complex user
interfaces and workflows. OpenSpan technology eliminates the need
to toggle between applications and manually enter data-thus
streamlining the process and providing a better overall consumer
experience.
The recently announced OpenSpan Events offering enables Stream
to rapidly identify process bottlenecks that span multiple
applications. Once process optimization opportunities are
identified, Stream will utilize the OpenSpan Platform to automate
manually-intensive business process workflows, as well as to create
a unified view of customer data. Based on initial testing, Stream
will provide enhanced service to customers with reduced average
handling times and improved first call resolution rates.
"Contact center agents often navigate between many different
types of applications on the desktop, resulting in inefficient
business processes and long hold times for customers," said Eric
Musser, CEO, OpenSpan. "OpenSpan simplifies the desktop environment
for agents by integrating and automating cumbersome
workflows-improving the customer's experience and reducing contact
center costs."
For more information contact:
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.
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