OpenSpan for Telecommunications Providers

OpenSpan works with leading telecommunications providers to improve productivity and enhance customer service by simplifying the desktop environment – integrating applications, automating processes, and optimizing user interfaces.

With OpenSpan, time previously spent toggling between applications and manually performing repetitive processes is replaced with time directly engaging the customer and improving up-sell and cross-sell performance.

And because OpenSpan works with the applications you have today, OpenSpan delivers ROI now. Seeing is believing; watch one of the OpenSpan online demonstrations to see the immediate productivity and customer service impact OpenSpan can have on your organization.

OpenSpan is currently deployed to more than 40,000 desktops at five of the 25 largest global telecommunications providers in order to:

• Create 360° customer view – by automatically accessing customer data across multiple systems and presenting to customer service representatives 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:

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The solution is CTI-driven, and automatically copies forward all initial customer data to the agent's broad set of legacy applications. A composite tool bar merges all customer information and automates CSR processes that formerly involved half a dozen windows and desktop applications. Agents receive interface cues and automatic prompts for case notes for compliance productivity. The project was completed in just four months, and the client began realizing ROI immediately.

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.