openspan for call center 2013

OpenSpan for Contact Centers

Better Way to Work & Better Way to Manage

where people and technology meet

© 2006-2013 by OpenSpan, Inc. All rights reserved.

What is OpenSpan for Contact Centers?

Today’s contact centers are under tremendous scrutiny to drive operational performance. Contact centers face enormous pressure to plan, execute and exceed expectations when it comes to corporate goals and performance metrics.

What are those expectations?

Increase top-line revenue growth.

Lower operational costs.

Reduce risk and increase compliance.

Deliver a world-class customer experience.

Contact center leaders around the globe have discovered how OpenSpan’s desktop automation and analytics solutions can help them optimize performance to fuel these efforts.


Who uses OpenSpan

OpenSpan is deployed cross-industry, with Fortune 500 customers in Banking and Financial Services, Insurance, Telecommunications, Retail and Technology markets including:

Three of the U.K. “Big Four” and four of the top six U.S. commercial banks in the Fortune 500.

Four of the top six managed health plans in the Forbes Global 2000.

Three of the top five property and casualty insurers in the Fortune 500.

Seven of the top global telecommunications/cable providers.

One of the world’s three largest computer manufacturers.

Two of the top five U.S. food and drug retailers in the Fortune 500 and two of the leading retailers in the U.K.


OpenSpan has the proven capabilities and expertise to help contact centers achieve these objectives.


Improve Revenue

Improving Revenue in Financial Services

Client Project:

A large bank with more than 1,500 locations took on an initiative to improve the performance of their up-sell and cross-sell marketing programs by arming tellers with customized offers at the time of service, thus effectively turning tellers into sales agents.

Project Results:

The solution presented tellers with credit card, loan and special investment product offers to pose to the top 20 percent of the client’s customer base within their existing teller application, driving significant gains in up-sell revenue.

The OpenSpan up-sell solution was built and deployed to over 500 branches in under three months.


Ensure Compliance

Increasing Compliance in Insurance

Client Project:

Agents were challenged to provide accurate policy eligibility information despite a wide variance of state-to-state compliance laws. OpenSpan’s automation solution was deployed to reduce the variability in both inputs and work activities.

Project Results:

OpenSpan automated the state identification and validation processes, providing a single input to agents, increasing agent productivity and enforcing compliance to state-by-state requirements for policy eligibility.

For the “quote/bind” process, the insurer increased efficiency by 66 percent, decreased average handle time, and increased data accuracy.


Cost Reduction

Reducing Operational Costs in Retail

Client Project:

A leading U.K. retailer launched an improvement initiative across multiple contact centers to simplify the agent desktop and streamline processes and workflows that hindered agent productivity..

Project Results:

By reducing average handle time and increasing first call resolution, agents now manage between 20 to 25 percent more calls.

Increasing agent productivity and decreasing training times reduced operational costs by 50 percent.


Customer Experience

Optimizing the Telecommunications Customer Experience

Client Project:

A U.S. provider of wireless voice, messaging and data services automated several CSR processes and added a desktop toolbar that aggregates customer information from multiple systems to give contact center agents a 360 customer view.

Project Results:

The streamlined user interface has resulted in a significant productivity increase. By automating 22 different steps, average handle time (AHT) dropped from 360 seconds per call to 120 seconds per call.

With fewer manual steps to perform and faster access to customer data, CSRs are able to engage with the customer on a deeper level, increasing customer satisfaction.


openspan for call center 2013

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