openspan - a better way to work, a better way to manage

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How it works

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Page 1: OpenSpan - A Better Way to Work, A Better Way to Manage

How it works

Page 2: OpenSpan - A Better Way to Work, A Better Way to Manage

Today’s Agent Desktop

1

Page 3: OpenSpan - A Better Way to Work, A Better Way to Manage

How OpenSpan Desktop works

OpenSpan creates a plug-in like architecture for each application

Quickly create automations using easy to use design tool

Monitors user, application & desktop activity for refining areas for user process Improvement

Automate and Improve manual steps

Reap quick ROI

Rapidly automate cloud (API) with legacy apps

So each object can be monitored, acted upon or automated

Page 4: OpenSpan - A Better Way to Work, A Better Way to Manage

Agile Agent Desktop

Contextual Guidance

360 View of Customer

Admin Tool Bar

Quick Search Bar

ROS BVAiSTORE CRM TelegenceCRM-Clarify

BOOSTIEX Total

ViewDirect TV BLOOPY

Wireline

# POTS Lines:

800 Service (Y/N):

LD Carrier:

# Lines:

Broadband

DSL (Y/N):

Uverse

Speed:

Internet:

Qual (Y/N):

Voice: TV:

Wireless

# Lines:

Data Plan:

Voice Plan:

Mobile Hotspot (Y/N):

BVoIP Eligibility:

ExpressPay CCTOOLCasWebBOCRIS Phoenix

Launch Pad

Tech360: (Y/N):

Notes Customer Mood

Name:

Address:

Billing Service

BTN: Acct Code:

CPNI:

Account Basics

Offer All-for-Less

3270 shot found on Web; similar to BOCRIS

Siebel CRM shot found on Web; might be similar to AT&T’s Siebel

Note – all elements subject to availability from current applications. Actual elements to be determined during project analysis phase.

Page 5: OpenSpan - A Better Way to Work, A Better Way to Manage

Agile Agent Desktop

Customer 360 View

Real-Time Agent Performance

(Gamification )

Shortcuts & Task Optimization

Page 6: OpenSpan - A Better Way to Work, A Better Way to Manage

BETTER WAY TO MANAGE

There is a

Page 7: OpenSpan - A Better Way to Work, A Better Way to Manage

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

Page 8: OpenSpan - A Better Way to Work, A Better Way to Manage

OpenSpan Desktop Analytics

8

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

Server

MS SQL OpenSpan

Analytics or

Any BI Tool

Custom

Connectors

Other Use Cases for Events

• Drive Process Guidance

• Knowledge Management

• Compliments Enterprise Reports

• IT / Operational Desktop Statistics

• Workforce Management

• Combine with Call recordings

• Real Time Dashboards

Page 9: OpenSpan - A Better Way to Work, A Better Way to Manage

Delivering Visibility High Level Events (App Usage)

• Application Usage / Switching

• Web Sites Visited

• Keystroke Activity Counts

• Mouse Clicks, Tabbing

• Copy and Paste Occurrences

• Scrolling, Resizing Screens

• All apps, no configuration required

Custom Events (User Defined)

• Track User Workflows / Tasks

• Nested Task Correlation

• Detect Task Variances

• Define Custom Event Markers

• Insert Compliance Tracking

• Log Variable Contexts Per Task

• Completely User Defined

Time Stamp + Duration + Idle Time + User Details + Workgroups + Sequencing + Frequency

Events sent to SQL Database, 3rd party Technologies, real-time alerts

Page 10: OpenSpan - A Better Way to Work, A Better Way to Manage

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

Page 11: OpenSpan - A Better Way to Work, A Better Way to Manage

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

Page 12: OpenSpan - A Better Way to Work, A Better Way to Manage
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