EX-99.1 2 dex991.htm STREAM GLOBAL SERVICES CORPORATE PRESENTATION Stream Global Services Corporate Presentation
Stream Global Services
Corporate Presentation
January 2009
Confidential
Exhibit 99.1

2
Safe Harbor/Forward Looking Statements
This Presentation contains forward-looking statements that involve substantial risks and uncertainties.
Any statements about our expectations, beliefs, plans, objectives, assumptions or future events or performance
are
not
historical
facts
and
may
be
forward-looking.
These
statements
are
often,
but
not
always,
made
through
the
use of words or phrases such as “anticipate,”
“estimate,”
“plan,”
“project,”
“continuing,”
“ongoing,”
“expect,”
“will,”
“could,”
“may,”
“management believes,”
“we believe,”
“we intend”
and similar words or phrases. Accordingly, these
statements involve estimates, assumptions and uncertainties, which could cause actual results to differ materially
from those expressed in them. Any forward-looking statements are qualified in their entirety by reference to the factors
discussed throughout this Presentation and incorporated by reference in this
presentation. Because the actual results or outcomes can differ materially from those expressed in any
forward-looking statements made by us or on our behalf, you should not place undue reliance on any forward-looking
statements.
Further,
any
forward-looking
statement
speaks
only
as
of
the
date
on
which
it
is
made.
New
factors
emerge from time to time, and it is not possible for us to predict which factors will arise. In addition, we cannot assess
the impact of each factor on our business or the extent to which any factor, or combination of factors,
may cause actual results to differ materially from those contained in any forward-looking statements.  A number of important
factors could cause actual results or events to differ materially from those indicated by such forward-looking statements,
including the factors described in our latest filings with the Securities and Exchange Commission, including our 10Q.
We assume no obligation to update the information in this communication, except as otherwise
required by law. You are cautioned not to place undue reliance on these forward-looking statements that speak
only as of the date hereof.
This information is being provided on a confidential basis and should not be
disclosed outside of the intended party or to any other party.

3
Stream Global Services Overview
15+ years of experience in BPO outsourcing
services –
high end technical support
Experienced and proven executive team
15,000
employees
in
18
countries
-
32
solution
centers –
multi shore strategy
Strong double digit revenue growth year over year
since 2004 -
$600 million plus estimated for 2009
World class client base in technology, software
and communications segments
Managing 65+ million customer contacts a year
for 80+ clients
Well funded sponsorship from Ares Management
LLC –
$30 billion under management

4
Our Vision, Mission, Values
Our Vision
Our
vision
is
to
be
the
leading
integrated,
global
BPO
solutions
provider
by
enriching
our
clients’
value
propositions.
Our Mission
Our mission is to provide innovative service solutions to our clients to
create maximum value for their customers
Our Core Values
Integrity and honesty
Passion for our clients’
success
Relentless pursuit of service excellence
Innovation across our business practices and client services
Commitment to provide personal growth and leadership opportunities
Accountability to create value for our employees, clients, partners and
shareholders

5
Our Vision: Build a Fully Integrated BPO Company
BPO Service Cycle
Integrated BPO Model Servicing Fortune 1000 clients both on-shore and off-shore using state-of-the-art technology
World class clients in technology, software, telecommunications,
healthcare, government and education sectors
Global service location footprint –
North America, Europe, India, China, the Philippines, Latin America and South America
Credit and collections
Billing services
Data analytics
Reporting services
Lead generation
Web portal mgmt
Up-selling services
Customer retention
Customer care
Warranty services
Technical support
SaaS/Portals
Claims management
Health benefit admin
Payroll mgmt
EMR database
Transcription and
interpretation
IVR technology
Hosting
Finance and
Accounting
Sales and Marketing
CRM
HR and Support
Information
and language services
Common Technology Infrastructure with Specific Software Applications

6
Transactions at a Glance
SGSI acquired Stream for $200 million on July 31, 2008 -
$140 million
paid in cash and $60 million of assumed debt.
SGSI issued $150 million of convertible preferred stock to Ares Corporate
Opportunities Fund II LP (“Ares”) on August 7, 2008 at a conversion price
of $6.00 per common share convertible into 25 million common shares. 
SGSI completed a self-tender offer on September 5, 2008 for 20.7 million
shares of common stock at $8.00 per common share and re-purchased
9.2mm shares on July 31, 2008 as a result of exercise of dissenter rights
on the close of Stream.
PNC Bank provided a borrowing facility of up to $108 million on July 31,
2008
SGSI three largest stockholders are Ares, Murray and Brookside/Bain

7
CRM Industry Growth
IDC:
o
Expects
the
market
to
grow
to
$95
billion
by
2012
~
@
11.5%
CAGR 
84%
Customer
service
market
=
Customer
interaction
services;
remainder
is
o
Fulfillment / logistics
o
Technology hosting
o
Consulting services
Worldwide Customer Care Services Revenue by Service, 2007-2012
($mm)
2007
2008
2009
2010
2011
2012
CAGR
Customer service
24,000
$          
25,345
$          
29,351
$          
32,123
$          
36,050
$          
38,600
$          
10.0%
Sales
16,300
19,155
22,000
24,100
28,100
31,010
13.7
Marketing
6,600
7,400
8,300
9,700
10,600
11,010
10.8
Technical support
8,400
9,325
10,224
11,202
12,450
14,505
11.5
Total Outsourcing
55,300
$          
61,225
$          
69,875
$          
77,125
$          
87,200
$          
95,125
$          
11.5%

8
Sales/RevGen
Presales
After-market sales
Promotions
Lead generation
Order fulfillment/status
Customer Lifecycle Services
Inbound/Outbound
Retention
Saves
Win backs
Cross sell/upsell
Voice/E-mail/Chat
Technical Support
Product installation
Troubleshooting
Configuration
Escalations
Software upgrades
Fee-based support
Subscriptions
Warranty/repair
Customer Service
Billing/activations
Call director
Credit and collections
Call reception
Complaints
Help desk

9
Experienced Executive Team
Bob Mercer
Chief Information Officer
Stream, Software Spectrum
Title
Executive 
Prior Experience
Laurie Brashear
SVP Human Resources
Stream, Software Spectrum
Chairman of the Board and Chief Executive Officer
3Com, Modus, Stream, TLC
Scott Murray
EVP Sales & Marketing
3Com, Modus, Stream, CVG, IBM
Bob Dechant
SVP Operations, Americas
Circuit City, Stream, CVG, Gateway
Jeff Bishop
SVP Operations, Europe
Stream, Sitel, Sykes
Harry Jackson
EVP, Chief Financial Officer
PolyMedica/Liberty Medical, PWC
Stephen Farrell
EVP, Chief Legal and Administrative Officer
Abiomed, Modus
Sheila Flaherty

10
Current Stream Americas sites
Q1 2009
Expected to grow to 40 service centers in 24 countries by 2010
Chilliwack, BC
Beaverton, OR
Dallas, TX
Tampa, FL
La Coruña, SP
Velizy, France
Dublin, IR
Derry, UK
Belleville, ON
Cape Breton, NS
Watertown, NY
Sergeant Bluff, IA
San José, CR
Santo Domingo, DR
Sao Paolo, Brazil
Ghana, Africa
Milan, IT
Cagliari, IT
Dalian, China
Japan
Argentina
Angers, FR
Russia
Sofia, BU
Berlin, GE
Szczecin, PO
Helsingborg, SW
Amsterdam, NL
Tunis, TUN #3
Tunis, TUN
Thailand
Mumbai, IN
Manila. PH
Cairo, EG
San Salvador, ES
2009-2010
CALA #5
Shanghai, China
Shenzhen, China
US 2    Tier New
Current Stream EMEA sites
Stream SmartShore
Model
Edmundston, NB
London, ON
nd

11
Stream’s World Class Client Portfolio
Communications
Broad Band  
27 %
Computing & Hardware    32 %
Software
16%
Media  13 %
Consumer
Electronics  8 %
Diverse / Long-term Client Relationships
Percent of
Length of
# of
Customer
2008E Revenue
Relationship
Programs
Customer 1
15%
13 Yrs
32
Customer 2
14%
4 Yrs
12
Customer 3
12%
11 Yrs
26
Customer 4
11%
8 Yrs
2
Customer 5
5%
8 Yrs
7
Customer 6
5%
16 Yrs
14
Customer 7
4%
10 Yrs
3
Customer 8
3%
11 Yrs
2
Customer 9
2%
New
1
Customer 10
2%
3 Yrs
4
All Others
28%
Total
100%

12
Financial Forecast
(in thousands of $)
2008E
2009B
Total Revenue
522,000
613,000
Cost of Sales
330,000
360,000
Gross Margin
192,000
253,000
GM %
36.8%
41.3%
SG&A Expenses
162,000
203,000
AEBITDA*
$     30,000
$     50,000
AEBITDA*%
5.7%
8.2%
Adjusted
and
pro
forma
estimates
assuming
Stream
Global
Services’
acquisition
of
Stream
Holdings
Corporation
(“SHC”)
had
occurred
on
January
1,
2008.
*

13
Balance sheets
(in thousands$)
* SHC only
*Dec. 31
2007
*March 31,
2008
*June 30,
2008
Sept 30,
2008
Cash
$  12,577
$   10,591
$  15,096
$    31,465
Accounts receivable
115,794
115,594
106,372
100,044
Other current
10,539
20,908
10,623
10,219
Total current assets
138,914
147,497
132,091
141,728
PP&E
36,656
36,082
35,289
39,596
Goodwill, def taxes and
intangible assets
17,846
16,800
16,804
149,257
Total Assets
$193,416
$200,447
$ 184,184
$ 330,571
Current liabilities
$  71,593
$  74,286
$  79,109
$   79,540
Long-term liabilities
114,011
126,640
118,982
99,792
Preferred stock &
stockholders equity
7,352
(479)
(5,204)
151,239
SH equity and Liabilities
$193,416
$200,447
$184,184
$ 330,571

14
Capital Structure
As at September 30, 2008
Shares outstanding
34,500,000 common share
equiv
Warrants –
38,750,000
exercisable at $6.00 each
Ares –
25,000,000 (pref)
Founders 8,000,000
Bain/Brookside 1,250,000
Public shares –
250,000
Debt -
revolver
$100,000,000
Drawn -
$60,000,000
Debt -
term
$7,800,000
Capital Leases
$7,200,000
Cash
$31,000,000

15
Stream Margin Opportunities
Comparing Stream’s margins to Sykes, Teletech and
WNS Holdings highlights the opportunity for significant
margin improvement
We
will
seek
to
bring
Stream
margins
in-line
with
the
industry
through
establishing
more
high
margin
off-shore
centers,
improving
SG&A and achieving operating leverage
Stream
Sykes
Teletech
WNS
Revenue
$  522 million
$  845
million
$  1.33 billion
$  291 million
Adjusted EBITDA Margin %
6%
12%
13%
15%
Stream Equivalent Margin Opportunity
$31
$37
$47
2008 Adjusted EBITDA

16
Plan to Improve Stream’s Earnings in 2009
Leverage
executive
expertise
-
re-assemble
management
team
and leverage client relationships
Improve
leverage
of
technology
and
SG&A
–
move
off-shore
and
use tools for E-learning/training and work force management
Strengthen gross margins through higher utilization, service center
management techniques, staffing model innovation etc.
Build out high margin off-shore service locations (i.e. Philippines)
and new geographies in areas such as South and Latin America
Invest in sales and marketing initiatives across the company –
rebuild
the
business
management
team
and
sales
leadership
–
sell
new logos
Introduce/expand
service
offerings
–
claims
management,
web
portals, data hosting, collections services, language interpretation
and translation, etc.

17
Strategic
Initiatives
–
2009
and
beyond
1.
Expand Organic Revenue Growth
2.
Optimize
our
Global
Footprint
–
including
on-shore
and
off-shore
models
3.
Continue
to
Diversify
Client
Revenue
Concentration
–
new
logos
4.
Increase the Percentage of Business from Emerging Markets
5.
Develop and Continue to Implement BPO New Service Offerings
6.
Build and Implement Global Technology Road Map
7.
Build our Employee Talent Base and Create Broad Succession Planning
8.
Leverage our Technology and SG&A to Continue to Increase Operating
Efficiencies

18
Potential Business Opportunities
Mergers
and
Acquisitions
-
consolidate
the
industry
Purchase smaller technology BPO players and/or seed companies
to scale new service lines
Purchase existing captive operating businesses
Joint Venture opportunities in emerging markets
Technology investments
–
improve efficiency of operations
Green field new geographies
–
Philippines, India, Brazil, Russia, SA
Green
field
new
service
solutions
–
credit
and
collections,
home-
shoring, self-help, language interpretation, sales

19