OpenSpan for Contact Centers

OpenSpan helps you improve the productivity of every customer-facing employee by simplifying the desktop. With OpenSpan, time previously spent toggling between applications and manually performing repetitive processes is replaced with time directly engaging the customer and providing customized up-sell offers.

And because OpenSpan works with the applications you have today, OpenSpan delivers ROI now. Seeing is believing, so please view one of the OpenSpan online demonstrations to see how simply you can integrate applications, automate business processes or optimize user interfaces.

OpenSpan is currently deployed to more than 100,000 desktops and will save customers more than $100 million per year. Every year. That's what our customers tell us. How? By using the OpenSpan Platform to simplify the desktop in order to:

• Create 360° customer view – by automatically accessing customer data across multiple systems and presenting it to a customer service representative in a single unified interface.
• Automate manual processes – within a single application or across a series of applications. With OpenSpan you can reduce copy-and-paste, synchronize customer data across multiple systems, automate login procedures, log customer events and more.
• Improve up-sell performance – by delivering real-time, customized up-sell and cross-sell offers to a customer service representative at the right time. With OpenSpan you can also capture, log and report customer acceptance or denial in real-time.

Customer Successes

OpenSpan has helped dozens of contact centers deliver quick wins, including these examples:

Download(97kb)	A major bank's Contact and Sales Center reduced critical AHTs. Composite interfaces and automated steps significantly reduced agent times for major tasks; in one payment process, 22 steps were automated, and AHT dropped from 360 seconds to 120 seconds (reduction of about 66%). Another priority task's solution automated 5 steps and AHT shrunk from 90 seconds to 35 (around 61% less).
Download(95kb)	A leading telecommunications provider's Contact Center realized >$18 million in annualized savings within 4 months. OpenSpan's productivity solution automated processes for 14,000 desktops. Collateral benefits included improve data integrity and compliance and shortened training cycles for new agents.

To learn more about OpenSpan products and access related information, including more case studies, please see the content menus on the right side of the screen, or Contact Us.