Nearshore Americas

Aspect Wins Workforce Management Deal with Stream

BOSTON, March 18 /PRNewswire-FirstCall/ — Stream Global Services, Inc.,  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.”

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Kirk Laughlin

Kirk Laughlin is an award-winning editor and subject expert in information technology and offshore BPO/ contact center strategies.

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