First Product Deliverable, Navigator, Streamlines Processes and Applications Used During Customer Interactions
BOSTON, MA. - July 28, 2010 - Stream Global Services, Inc. (NYSE
AMEX: SGS), a premium, global business process outsource (BPO)
service provider specializing in customer relationship management
services for Fortune 1000 companies, today announced xStream
Interactions, its comprehensive technology strategy and platform,
designed specifically to improve operational efficiencies and drive
long-term customer value for its clients. The xStream Interactions
platform consists of three product or service "families" -
Performance Studio, a collection of agent-productivity desktop
solutions designed to enhance effectiveness and efficiency;
Communications Services, hosted services for customer interactions;
and Analytic Solutions, a suite of robust, real-time analytic
solutions intended to enhance the customer experience and improve
lifetime value. Stream's technology platform will provide the
ability to extend the contact center into enterprise, offer
real-time analytics at point of interaction and deliver agent tools
that provide timely feedback and knowledge. Stream is also
announcing today the immediate availability of its first
Performance Studio product, Navigator.
For each client program, Stream works with various external and
proprietary client systems, each with its own set of applications
and business processes. The result is complex user interfaces and
workflows. Navigator automates these business process workflows
that span disparate systems and applications within the contact
center infrastructure. By utilizing Navigator, Stream is able to
optimize service professional productivity, reduce handle times,
improve cross-sell and up-sell performance and enhance overall
customer satisfaction by driving brand loyalty for its clients.
As additional technology offerings are available from Stream,
Navigator will seamlessly integrate with those as well, acting as a
"portal" into Stream's complete roster of available technology
solutions. Navigator is currently in deployment for one of Stream's
Fortune 100 clients and is delivering enhanced service to its
customers with reduced average handling times and improved first
call resolution rates.
Specific Navigator features include:
- Integrated applications - provides single sign-on capability
for multiple applications, thus improving overall service
professional productivity
- Automates Processes - eliminates the need for repetitive tasks,
therefore increasing focus on the customer and reducing average
handle time
- Extends Functionality - becomes a portal into Stream's
technology offerings, aggregating multiple applications - including
real-time analytics - into one, front-end interface
- Builds Composite Applications - provides quick and easy access
to direct links and lookups
- Exposes Additional Services - predicts and launches revenue
generating opportunities for the service professional following a
technical support or customer care interaction
"At Stream, we understand companies operating in today's
volatile economy face an increasing demand to reduce their overall
operating costs, while still driving customer loyalty and revenue,"
said Bob Lyons, Chief Technology and Information Officer of Stream
Global Services. "Navigator, and our entire technology platform,
has been designed specifically to address this need. Our
forward-thinking technology strategy ensures that we are positioned
to offer our current and future clients the best platform and
technology solutions possible for driving customer value up, while
driving cost down. We look forward to unveiling additional
technology services and solutions in the coming months that will
help us deliver on our mission of continually providing innovative
service solutions to our clients that create maximum value to their
customers."
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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