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Call Center Performance - OpenSpan Platform Designed to Head Off Contact Center Bottlenecks

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December 23, 2010

OpenSpan Platform Designed to Head Off Contact Center Bottlenecks

By David Sims, TMCnet Contributing Editor

On-boarding bottlenecks -- i.e. “failures” -- are often experienced in contact centers, point-of-sale locations such as retail banks, or back offices that process large volumes of customer information.

So say officials of OpenSpan (News - Alert), who in a recent study, “Streamlining Customer On-Boarding Processes with OpenSpan,” look at what they consider the OpenSpan platform alleviates this.

It’s “not another additional application,” company officials say. “Instead, OpenSpan helps organizations improve the performance and productivity of customer-facing staff and other knowledge workers using the applications and systems already in place.”

Some ways company officials say it does this:

Fully automating back-office processes. Front office tasks, such as an agent or teller taking

an account application, are sometimes duplicated. The OpenSpan Platform can help automate these in the back office, and back and front office processes can be combined in a unified view. Rules can be added to cut time and boost efficiency without formal server-side BPM or other tools.

Exposing more processes to self-service channels. By automating processes that previously

required manual intervention or processing via a desktop or legacy application, OpenSpan enables you to expose more processes to your self-service channels.

Automating delivery of real-time up-sell or cross-sell offers. With OpenSpan, you can

automate the lookup and presentation of customized up-sell offers. Offers can be presented to

customer-facing staff via their existing applications. Add an acceptance or denial check box to

ensure proper tracking and real-time reporting of up-sell performance.

Extending core applications to perform needed tasks. Accessing customer data stored in

other applications can be a major pain point requiring time-consuming and error-prone tasks

like copy-and-paste. OpenSpan automations can quickly and accurately assemble all relevant

customer data across applications to process an on-boarding task.

Creating composite applications or toolbars. A composite view lets users drive numbers of

different applications from a single dashboard without the need to access them. Common tasks

like credit verification, card issue, provisioning scheduling, or many others can be done from the

new interface with a single click with greatly reduced exposure to error.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Juliana Kenny

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