Microsoft Enhances Windows 95 Support with Addition of Stream International Inc.

Strategic Insights -

Microsoft Corp. has expanded its support team for the Windows 95 operating system by adding Stream International Inc., a leading provider of telephone-based technical support. The move aims to enhance and complement Microsoft's direct support efforts, addressing the anticipated high call volume for the new product. Stream's expertise and experienced support engineers will join the existing team of vendors, including Digital Equipment Corp., Keane Inc., Softmart Inc., and Unisys Corp.

Key Takeaways:

  • Microsoft has added Stream International Inc. to its Windows 95 Launch Support Team to enhance and complement direct support efforts.
  • Stream brings 1,500 support specialists handling 4 million support calls annually over 1,200 products, and its employees have begun an extensive training process.
  • The Launch Support Team will have access to the same information and tools as Microsoft support engineers and employ the same problem-escalation processes.
  • Other team members include Digital Equipment Corp., Keane Inc., Softmart Inc., and Unisys Corp., all of which have demonstrated strength in managing high-volume call centers.
  • Stream's addition is part of Microsoft's effort to provide high-quality support to customers during the Windows 95 launch period.

Statistics:

  • $1.3 billion in sales and more than 6,000 employees in 17 countries make Stream the world's largest manufacturer, replicator, and reseller of software.
  • Over 4 million support calls annually are handled by Stream's 1,500 support specialists across 1,200 products.
  • The Launch Support Team will receive several weeks of training, with senior engineers spending an additional 30 days on-site at Microsoft handling actual customer calls.
  • Microsoft offers a wide range of products and services for business and personal use, designed to make it easier and more enjoyable for people to take advantage of personal computing.
  • Founded in 1975, Microsoft is the worldwide leader in software for personal computers.

Sources:

  • PRNewswire, "Microsoft Corp. Announces Addition of Stream International Inc. to Windows 95 Launch Support Team"
  • Stream International Inc. press release
  • Microsoft Corp. website (company history and mission statement)