|[March 05, 2013]
Group O Enhances Customer and Agent Experience Using OpenSpan
ATLANTA --(Business Wire)--
Inc., a provider of innovative worker optimization, desktop activity
management and automation solutions, today announced that Group O, a
leading business process outsourcing provider, has realized significant
contact center operational improvements leveraging the OpenSpan (News - Alert) desktop
Group O provides robust customer care services to support the millions
of reward cards that it fulfills annually on behalf of its blue-chip
client roster. The center handles more than three million calls
annually, with two million handled by a live agent. As part of its
continuous improvement process, Group O sought a solution to consolidate
contact center applications to streamline work processes for a more
efficient customer service experience.
"We realized we needed a way to bridge the disparate systems and enhance
the customer experience," commented Paul Flemr, director of customer
care for Group O. "In order to keep our leadership position and better
serve our clients and customers, a change was in order."
Group O researched a variety of automation solutions. Key factors that
were considered included improved workforce management methods, improved
efficiencies, and improved agent and client satisfaction. Following a
comprehensive demonstration and proof of concept of the OpenSpan
solutions, Group O selected OpenSpan to move forward with its contact
center project, and deployed the solution within a ten-week timeframe.
"The OpenSpan solution provided great options for the front end
dashboard display to agents and allowed other applications to run in the
background," said Flemr. "This allowed agents even more focus on the
tasks at hand and the customer on the phone, which has improved the
overall customer experience."
The company rolled the solution out one team at a time, paralleling with
untrained agents on the use of both the new and old ways of doing
business. "The differences in average handle time (AHT) and call
presentation accuracy between the trained and untrained agents were
striking and the results helped us affirm our choice f OpenSpan," said
Using OpenSpan desktop automation, Group O has realized performance
improvements related to AHT, quality and customer satisfaction scores.
AHT on calls supported by OpenSpan automations improved by as much as
40%; quality and customer satisfaction scores have increased by close to
ten percent in target categories.
"Business process outsourcers like Group O are always seeking ways to
differentiate their service and performance," said Eric Musser, chief
executive officer at OpenSpan. "Group O's approach to improving the
agent experience using desktop automation technology has had an almost
immediate impact to their contact center operations. Like many of our
customers, Group O has the ability to implement desktop automations to
specific agent groups in an agile, iterative process, and subsequently
deploy best practice automations to across its contact center agent
population. The result is a highly refined, higher value customer
interaction that positively impacts the customer experience."
About Group O
Group O is a business process outsourcing provider that helps
world-class organizations optimize their operations through strategic
marketing, business intelligence, packaging and supply chain solutions.
The Marketing Solutions group offers a full range of relevant customer
and employee rewards, loyalty and incentive program management,
full-capacity call center solutions, efficient consumer and trade
fulfillment, and direct mail and print optimization services.
The Business Intelligence group provides IT recruiting and staffing
solutions, with an emphasis on big data analytics that help our
clients improve their business results.
The Packaging Solutions group provides an extensive, smart, nationwide
network of packaging materials, equipment and service value, in
addition to packaging process auditing and consulting services.
The Supply Chain Solutions group serves industrial, retail and
high-tech sectors with serialized, high-velocity and scalable forward
and reverse logistics services; as well as strategic sourcing and
OpenSpan provides technology that improves, accelerates and measures
software- and data-driven work on the desktop, driving performance in
front-office, retail and back-office environments. A
Better Way to Manage™ solutions including OpenSpan Desktop
Analytics, captures all desktop activity to measure worker performance
and work outcomes. Organizations then use OpenSpan's Better Way to Work™
solutions including OpenSpan Desktop Automation to build and implement
improvement or process automation solutions across enterprise
applications. The OpenSpan solutions require no changes to IT
architecture or mission-critical applications, providing rapid
development and deployment, agile response to changing business needs,
and continuous, iterative improvement. OpenSpan customers include Global
2000 organizations in financial services, insurance and telecom, among
other industries. Customers report exponential ROI through increased
productivity, improved efficiency and enhanced customer experience. The
privately held company is based in Atlanta, GA. For information, visit www.openspan.com.
OpenSpan is a registered trademark, and Better Way to Work, Better
Way to Manage, Desktop Automation and Desktop Analytics are trademarks
of OpenSpan, Inc. All other trademarks are the property of their
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