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Desktop Productivity Gains Spur OpenSpan Adoption in Contact Centers
OpenSpan Platform Improves Agent Productivity and Delivers Higher Quality of Customer Care at A Time When IT Budgets Are Being Capped or Cut

ACCE, PHOENIX—September 15, 2008—OpenSpan, Inc. , a worldwide leader in desktop productivity and SOA acceleration software, today announced a surge in contact center industry adoption as more contact center and customer service organizations implement the OpenSpan Platform to improve agent productivity, increase data accuracy, reduce call time and improve overall customer satisfaction. OpenSpan is exhibiting at Booth #822 at ICMI’s Annual Call Center Exhibition (ACCE), September 15-17, 2008, at the Phoenix Convention Center.

Over the past 18 months, OpenSpan licensed more than 70,000 OpenSpan Platform seats to 20 new customers for their contact center or customer service organizations and expects to double the number of seats within the next 12 months. OpenSpan adoption has been especially prevalent among global 2000 enterprises within the financial services, telecommunications and technology markets. OpenSpan customers now include six of the Fortune 100, five of the 40 largest global telecommunications companies and six of the 100 largest global banking and diversified financial providers.

 “Contact center agents are using different applications to access customer information. They often have multiple logins and must switch between different applications which results in long hold times for customers and inefficient business processes,” said Aphrodite Brinsmead, associate analyst of Customer Interaction Technologies at Datamonitor. “Therefore, there is an increased focus on building contact center-specific user interfaces that provide agents with a single view of customer information and historical communications. The OpenSpan Platform integrates CRM applications and legacy systems into one interface and is able to automate repetitive processes.”

The OpenSpan Platform enables contact center organizations to derive more business value from their software applications by simplifying integration with other applications, automating cumbersome workflows across applications, adding or restricting functionality to support changing business needs and optimizing user interfaces for agents. Benefits include enhanced customer service, improved agent productivity, better cross-sell and up-sell performance, enhanced business agility, increased ability to meet compliance requirements and improved data accuracy.

“For call center and customer service organizations, doing more with less is critical in today’s environment. Even though IT budgets are being capped or cut, organizations are still expected to deliver ever higher quality of customer care,” said Eric Musser, CEO, OpenSpan. “Increasingly, contact centers are selecting OpenSpan to automate cumbersome business processes, drive productivity gains and enhance the overall customer experience.”

About OpenSpan, Inc.
Global 2000 enterprises leverage the OpenSpan Platform to integrate applications, service-enable legacy systems, automate business processes, extend functionality and build new composite applications in order to realize immediate value on their IT investments. OpenSpan and its partners utilize the company’s unique approach to integration to accelerate service-oriented architecture (SOA) deployments and increase enterprise desktop productivity. OpenSpan received the 2008 SIIA CODiE Award for Software Newcomer of the Year, the 2008 Editors’ Choice Award from Redmond magazine and the 2007 Product of the Year Award from Customer Interaction Solutions magazine. A venture-backed company, OpenSpan is headquartered in Alpharetta, GA. More information about OpenSpan is located online at www.openspan.com .
 
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