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Stream International Executes on Key Initiatives to Lead Evolution of eCustomer Relationship Management for the Digital Economy.

Business/Technology Editors

CANTON, Mass.--(BUSINESS WIRE)--Oct. 24, 2000

Stream International, a global eCustomer Relationship Management (eCRM) outsourcing and support services provider for leading technology companies and e-businesses, today announced that it has executed on a series of key strategic initiatives to lead the evolution of eCRM for the Digital Economy. The announcement was made at the CRM Support Service Conference & Expo, held in San Francisco. The strategic initiatives include:

-- Expansion of its eCRM Service Solutions. Stream continues to expand its service offerings to cover the full range of eCRM solutions. Today, Stream has announced an agreement with Sirius Satellite Radio, the satellite radio broadcaster, to provide end-to-end eCRM services. Stream worked with Sirius and its partners to develop a custom, integrated customer-centric solution that includes activation and registration, billing services, programming assistance, technical support and in-vehicle e-commerce. Stream's solution offers Sirius' customers the option of self-care and self-account management through voice response technology, e-mail and live chat as well as direct access to Stream's Customer Care Agents anytime.

-- Implementation Begins for First Client of Stream's Virtual Interaction Center in India. Today, Stream announced it has signed on its first client for electronic services through its Virtual Interaction Center in India. Stream Tracmail Pvt Ltd., a joint venture between Stream and the Indian company Tracmail, will begin its first pilot of e-services in December. As announced in September, Stream Tracmail Pvt Ltd. will provide 24X7 electronic customer care solutions in English to Stream's global clients.

-- Plans to Develop Multi-Media Interaction Center for the Future. As a move toward the multi-media Customer Interaction Center of the Future, Stream has announced that it will be deploying Aspect's Remote IP Agent in its Canton, Massachusetts, customer interaction center. This technology deployment will increase Stream's operational flexibility and efficiency by drastically reducing excess capacity in the switch and in the data and telecommunications network.

-- Plans to Continue to Expand Capacity to Meet Continued Market Demand. Stream also announced today that continued strong growth is spurring Stream to continue with plans to open additional customer interaction centers. The company is evaluating potential locations following the opening six new state-of-the-art customer interaction centers in the latter half of 2000 in North America, Europe and India. These new customer interaction centers expand Stream's language capabilities as well as its geographic coverage. New sites include Kalispell, Montana; Belleville, Ontario; Silver City, New Mexico; Derry, Northern Ireland; Mumbai, India; and La Coruna, Spain.

About Stream International

Stream International is a global provider of eCRM support solutions for leading technology companies and e-businesses. Stream's eCRM solutions provide a fully integrated suite of email, live chat, voice and self-help solutions to enhance the customer experience. More than 7,500 Stream Customer Interaction Agents, at 18 locations, in nine countries, will enhance over 35 million customer experiences this year, including more than 5 million electronic transactions. Stream International is a privately held firm, with equity investments from Bain Capital and Stream's management team. For more information visit Stream International's website at
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Publication:Business Wire
Geographic Code:4EUIT
Date:Oct 24, 2000
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