First Product Deliverable, Navigator, Streamlines Processes and Applications Used During Customer Interactions
BOSTON, Jul 28, 2010—Stream Global Services, Inc., 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.”
For more information on the Navigator and Stream’s complete technology offering, please visit http://www.stream.com.
About Stream Global Services, Inc.
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 locations 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.