OpenSpan and Stream Global Services Partner to Improve Contact Center PerformanceJune 30, 2009
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.”
About Stream Global Services
Stream Global Services is a premium provider of customer care and business process outsourcing (BPO) services for the brand-driven Fortune 1000. A global firm, with more than 17,000 employees based out of 34 service centers in 19 countries, Stream is a trusted advisor to some of the largest technology, retail, entertainment/media, telecommunications and related companies in the world. Its service programs, including technical support, customer retention and revenue generation, are delivered through a set of standardized best practices by a highly skilled workforce. Guided by one of the most experienced senior management teams in the industry, Stream continues to expand its global presence and service offerings to increase brand loyalty, revenue and business performance for organizations across the globe. To learn more about the company and its complete service offering, please visit www.stream.com.
About OpenSpan, Inc.
Global 2000 enterprises leverage the OpenSpan Platform to integrate applications, service-enable legacy systems, automate business processes, extend functionality and build new composite applications in order to realize immediate value on their IT investments. OpenSpan is now deployed on more than 100,000 enterprise desktops, helping customers accelerate service-oriented architecture (SOA) projects and increase enterprise desktop productivity. The OpenSpan Platform will support more than one billion customer support calls in 2009, saving organizations more than $100 million. A venture-backed company, OpenSpan is headquartered in Alpharetta, GA. More information about OpenSpan is located online at www.openspan.com.