OpenSpan Industry Solutions

OpenSpan technology solves many problems related to full use of the desktop environment in today's enterprises. Often, there are common denominators – and common solution sets and benefits – found in similar industries. The points below highlight some characteristics of OpenSpan deployments in different verticals.

Contact Centers and Sales Desks

Contact and Sales Centers' user desktops usually have mixes of disparate applications and architectures, and because of a lack of integration at the presentation layer, agents must perform labor-intensive manual workarounds. Typical rapid benefits from OpenSpan implementations in Contact Centers include faster First Call Resolution (FCR), dramatic cuts in Average Handling Times (AHT), and significantly shorter training times for new agents.

Retail Banks

Retail Banks are challenged with the continuous need for improvement in customer intimacy, doing more with less, improving up-sell and cross-sell performance, and the governance, compliance, and security. OpenSpan has helped retail banks realize quick wins in these areas using their legacy applications, some of them decades old.

Financial Services Back Offices

OpenSpan has helped back offices automate processes to increase productivity, ensure data integrity by eliminating copy and paste and synchronizing data across applications, and extend BPM into desktop-level processes. This makes for faster transaction resolution, product repricing and relaunch, customer onboarding, all within a strict regulatory environment.

Outsourcers

Outsourcers share many of the same application and business challenges of Contact Centers, but often with the added burden of assuming multiple "identities" of their sponsoring companies. Imagine a shift of agents using a common, disconnected mix of desktop applications with the added burden of different companies' compliance requirements, individual state and local caller regulations, and other policies and procedures. OpenSpan can streamline those tasks and information with little or no interference to the user, with dramatic increases in productivity and compliance.

Further, the outsourcer can rapidly gain use of almost any application set, which makes virtually any enterprise' application set open without complicated and costly integration, code changes, or APIs.

Telecommunications

OpenSpan technology can give customer contact and sales agents a 360° customer view and a unified interface, eliminate switching between dozens of applications, and maintain one case log per call with automatic prompts and checks for compliance purposes. Data error from copy and paste can be minimized, if not completely eliminated. Solutions are highly iterative and can be updated and changed quickly.

Common Benefits

One theme that emerges from the categories above is that the OpenSpan Platform leverages what you have without "rip and replace" or expensive investments. Mergers and acquisitions, consolidations, and other formerly disruptive processes are a fact of life in the current business landscape, but many diverse enterprises are finding fast and profitable solutions using OpenSpan technology. Feedback from client IT and business stakeholders has been universally positive, and their in-company specialists are able to quickly assume development responsibility in a matter of weeks.

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