Stream Forms Business Analytics Group

In the US, business process outsourcing (BPO) firm Stream Global Services has formed a Business Analytics division, to help clients gather, measure, and analyze data associated with their business processes.

Stream combines predictive analysis of the customer experience with customer value calculations, to help its clients invest resources where they will yield the greatest return in customer satisfaction and ultimately, revenue.

The new Stream Business Analytics Group also deploys a team of survey specialists to develop, deliver, and interpret customer satisfaction, employee satisfaction and marketing surveys.

Utilizing its proprietary survey tool Integra, the group's data collection and analysis spotlights the behaviors, drivers and process elements that impact customer experience and profitability. Once these have been identified, Stream helps the client modify processes, to improve customer experience.

'Many companies do not have the resources to analyze the enormous volumes of data they are capturing from their customer base, or to generate insights from that data,' states Andres Phippard (pictured), VP of Business Analytics. 'Through the development of this dedicated analytics team, Stream provides clients with the ability to identify the most meaningful drivers of customer loyalty, and build internal processes that improve the overall customer experience, in a way that positively impacts their bottom line.'

Web site: www.stream.com .