OpenSpan - A Better Way to Work, A Better Way to Manage
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1. OpenSpan creates a plug-in architecture to monitor, automate, and improve processes across different applications. It captures desktop activity to identify areas for process improvement. 2. The OpenSpan desktop provides a 360 degree view of customer information and launches tools to help agents. It also tracks agent performance and productivity in real-time. 3. OpenSpan captures all relevant user desktop activity and sends event data to a SQL database. This data can then be analyzed to drive guidance, identify compliance issues, and automate tasks to influence agent behavior across calls.
OpenSpan - A Better Way to Work, A Better Way to Manage
- 1. How it works
- 3. How OpenSpan Desktop works OpenSpan creates a plug-in like architecture for each application So each object can be monitored, acted upon or automated Monitors user, application & desktop activity for refining areas for user process Improvement Quickly create automations using easy to use design tool Automate and Improve manual steps Rapidly automate cloud (API) with legacy apps Reap quick ROI
- 4. Agile Agent Desktop 360 View of Customer Account Basics Wireline Broadband Wireless Notes Customer Mood Name: CPNI: # POTS Lines: DSL (Y/N): Speed: Qual (Y/N): # Lines: Billing Service LD Carrier: BVoIP Eligibility: Tech360: (Y/N): Voice Plan: Address: 800 Service (Y/N): Data Plan: Uverse BTN: Acct Code: Offer All-for-Less # Lines: Internet: Voice: TV: Mobile Hotspot (Y/N): Launch Pad CRM- IEX Total ExpressPay BOCRIS ROS iSTORE CasWeb BVA CCTOOL CRM Telegence BOOST Direct TV Phoenix BLOOPY Clarify View Admin Tool Bar Quick Search Bar Contextual Guidance
- 5. Agile Agent Desktop Real-Time Agent Performance (Gamification ) Customer 360 View Shortcuts & Task Optimization
- 6. There is a BETTER WAY TO MANAGE
- 7. Opportunity! Based upon engineered standards • Call wrap should take 3 minutes • There is a large amount of non-productive time Resulting in • 24 hours of non-productive work for the team total
- 8. OpenSpan Desktop Analytics OpenSpan captures all relevant user desktop activity. Identifies opportunities for Business Process Improvement as well as an audit trail for performance monitoring, risk, fraud & compliance purposes. OpenSpan OpenSpan MS SQL Analytics or Server Any BI Tool Other Use Cases for Events • Drive Process Guidance • Knowledge Management • Compliments Enterprise Reports Custom • IT / Operational Desktop Statistics Connectors • Workforce Management • Combine with Call recordings • Real Time Dashboards 8
- 9. Delivering Visibility High Level Events (App Usage) Custom Events (User Defined) • Application Usage / Switching • Track User Workflows / Tasks • Web Sites Visited • Nested Task Correlation • Keystroke Activity Counts • Detect Task Variances • Mouse Clicks, Tabbing • Define Custom Event Markers • Copy and Paste Occurrences • Insert Compliance Tracking • Scrolling, Resizing Screens • Log Variable Contexts Per Task • All apps, no configuration required • Completely User Defined Time Stamp + Duration + Idle Time + User Details + Workgroups + Sequencing + Frequency Events sent to SQL Database, 3rd party Technologies, real-time alerts
- 10. Why OpenSpan? • OpenSpan determines, measures and enforces gold standard behavior for every activity • OpenSpan monitors activities in every application and across applications • OpenSpan analyzes data from every application to offer the right advice in real-time • OpenSpan automates tasks and influences agent behavior on every call
- 11. OpenSpan in Summary We are focused solely on technology and solutions to meet the needs of where People & Technology meet – Flexible, cross enterprise applicability – Agile – we change as you change – We provide start to provide benefits in weeks not years. – We provide in year ROI – We do not change any of your underlying technologies – We do not change any of your current company procedures We have done the same thing for hundreds of companies and hundreds of thousands of users