Common examples of automations created by OpenSpan customers include the following:

• Automatic updating of data across multiple applications.  For example, if a telecommunication customer changes their phone number, an agent could enter the new phone number in a single application and that data could be updated across the company’s CRM, billing, provisioning, and shipping applications automatically.
• Providing timely data to users.  For example, automating a business process that alerts a customer service representative of an up-selling or cross-selling opportunity.  Similarly, logging input from up-selling campaigns in one application and distributing that data to multiple applications or managers automatically.
• Managing business processes.  Ensuring users follow defined processes can be near impossible particularly when it means having to learn the inner workings of multiple applications.  With OpenSpan, business logic spanning multiple applications can be added to ensure that users fully complete one part of a process (e.g. entering information into a particular field) before moving onto next steps.
• Automating multiple logins.  A common challenge for contact center agents is logging into multiple applications multiple times during the day.  This wastes time for an agent and lengthens customer handling times.  An automation can be built that allows an agent to login once to a central application at the beginning of their shift and then be automatically logged into all relevant applications continually throughout the shift.

Want to know more about how OpenSpan works?  Visit the OpenSpan Platform page or attend one of our live demonstrations.