OpenSpan for Outsourcers

Business Process Outsourcers are increasingly selecting the OpenSpan Platform to drive productivity enhancements for their customer service agents. BPO providers typically face the same challenges as contact center organizations with the added complexity of having little or no control over many of the core business applications their agents are forced to use. OpenSpan helps to solve this challenge by:

• Rapidly assimilate and use any supported enterprise's entire application set without intrusion or modification
• Enabling integration between virtually any application, including hosted or third-party applications which you don't own or have access to the application's source code.
• Creating new composite applications that merge page flows across applications into a single user interface that dramatically improves productivity while reducing training requirements.
• Automating common workflows within an application or across a series of applications to further drive productivity gains and improve data accuracy.
• Extend legacy applications with new business logic to support new business requirements and to ensure agents comply with necessary regulations.

Benefits of the OpenSpan Platform for BPO providers include:

• Improving agent productivity by automating time-consuming manual workflows or by reducing the number of user interfaces required to service customers.
• Reducing training requirements by automating common workflows and reducing application navigation.
• Enhancing management insight by automating audit trails and setting up management alerts for key account status changes or agent behaviors.
• Improving data accuracy by automating data entry or exchange between applications.
• Ensuring compliance by extending applications to drive agent behaviors.
• Delivering immediate ROI to the business by reducing the complexity of application integration projects.

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