Contact center agents deal with the exact types of pains that OpenSpan was created to solve namely:

• Having to interact with many applications to solve customer issues
• Cumbersome workflows
• Wasted time completing repetitive tasks
• New compliance and validation processes
• Multiple / continual logins
• Loss of focus on callers
• Missed up-selling opportunities
• Long hold times, low FCR
• High training times and costs
• Agent turnover

OpenSpan allows call centers to create seamless & highly efficient desktops for agents, enabling them to spend their time with the caller instead of constantly bouncing between applications. This greatly increased flexibility & control enables call centers to:

• Drastically cut call times
• Increase up sells
• Increase overall user productivity
• Reduce training
• Ensure 100% compliance
• Eliminate duplication of manual tasks
• Reduce data entry errors
• Apply new controls to existing applications

The OpenSpan Platform is currently deployed into a large number of contact centers within the Global 2000 including 5 of the top 40 global telecommunications providers and 4 of the 100 largest financial services providers.

For Microsoft Customer Care Framework (CCF) customers, OpenSpan offers a special version of the OpenSpan Platform designed specifically for CCF 2008 environments.  Please visit the OpenSpan Platform CCF Edition page for more information.