Webinar On Demand

Create the Universal CSR in the Call/Contact Center

Durring this webinar, OpenSpan will discuss and demonstrate how all the systems in your environment can be quickly orchestrated into a single, easy to use desktop environment, allowing CSRs to perform more tasks without having to learn the nuances of multiple platforms.

OpenSpan Techniques to be demonstrated:

• Unified or Universal Search – providing a tool bar to enter a search term which will then be used to search multiple systems for a match.
• Automations for clicky processes
• Unified Notes – Bringing notes from multiple systems into a single window/view
• Customer 360 – pulling customer data from several systems
• Contextual help and bubble help – presenting information in a timely fashion
• Auto-notes and Click-to-note

The universal agent is possible. The amount of processes and systems to be trained on is reduced to a "learnable" level. This is because steps are eliminated, some applications which were informational are now hidden, but the data is exposed in a 360 view, and similar processes are homogenized and performed in a single UI element.