OpenSpan provides solutions for Contact Centers, ERP & CRM Integration, Risk, Fraud and Compliance, BPM/BAM, etc., 
OpenSpan provides industry specific solutions for Insurance, Banking/Financial Services & Telecom. 
Monitoring Uses for
OpenSpan Desktop Analytics
The first step in improving any process is to know what needs improving. However, as it turns out, knowing what is happening on a user's desktop is very difficult. Most users can not accurately remember what processes they perform in a day. New users are still learning and experienced users have entered autopilot mode - they just do it without thinking about the thousands of keys pressed or mouse button they click.
There are old school ways of monitoring user processes. You can simply sit beside the person doing the work and take notes. That works if you have one or two users and an expert who knows what to look for. Some companies have tried usability studies behind two-way glass in simulated offices. Again, this works for very specific studies and very small numbers of users. There is really only one practical way to Monitor User Processes - specialized software, like OpenSpan Desktop Analtyics, that resides on the user's desktop.
Companies use OpenSpan Desktop Analytics monitoring capabilities for:
Business Visibility. Use OpenSpan Desktop Analytics to improve visibility into business processes that require human workflows. Traditionally, BPM systems manage IT-centric processes hosted in server rooms. If a process requires human involvement, the BPM system can alert a business user but has little or no visibility into the status of the workflow until it has been completed. OpenSpan Desktop Analytics can provide extensive visibility into user interactions with applications residing on user desktops or anywhere else; feeding important process status and other important user event data to BPM and BAM systems.
Compliance and Audit. With OpenSpan Desktop Analytics, you can quickly add auditing capabilities to virtually any new or existing application, without coding and without even requiring access to the application's source code. This is very useful for tracking and reporting compliance violations by business users. For example, you can generate compliance alerts whenever a user makes an unauthorized change to a customer's credit limit, attempts to process a transaction beyond an allowable limit, or copies sensitive customer information to another application or e-mail program. You can create custom triggers for virtually any user event across virtually any application or workflow that span multiple applications.
Desktop Event Monitoring. Capture events across any desktop or legacy application and easily feed them into leading BI, BAM or other analysis products to gain a better understanding of user activity and to identify bottlenecks within key business processes. With OpenSpan Desktop Analytics you can log user activity within applications and composite events that span multiple applications and also ignore irrelevant events to deliver required granularity.
OpenSpan Desktop Analytics supports everything from closed custom-built desktop applications to leading packaged software applications from SAP and Oracle and leading CRM applications from Oracle/Siebel, Salesforce.com, Microsoft Dynamics, Amdocs/Clarify and more.
