ATLANTA--(EON: Enhanced Online News)--OpenSpan Inc., a provider of innovative worker optimization, activity management and automation solutions, today announced the availability of OpenSpan Activity Intelligence, a new, SaaS-based solution designed to provide actionable insight into interaction business intelligence, worker activity, process flows, and technology diagnostics. This activity intelligence can be queried based on enterprise-defined metrics to extract relevant information to be used to drive performance associated with key performance indicators (KPIs) in customer facing business units including revenue generation, operational efficiency, risk and compliance management and customer experience.
“Leading firms use analytics to understand how agent behaviors drive positive customer experiences, as well as to uncover roadblocks that detract from the service interaction. This insight empowers organizations to quickly make operational and technology improvements that drive greater customer satisfaction and more loyal customers.”
OpenSpan Activity Intelligence brings a strategic lens to contact center and front and back office leaders, delivering next generation advanced correlation capabilities including outcome analyses that uncover key behaviors, processes or activities that result in gold-standard service experiences. The solution can capture any activity within any application and expose this data in an array of formats for reporting replacing or enhancing many existing exercises such as call dispositions, notes or tally sheets; performance observations or time and motion studies; and, data extrapolations including performance metrics like average handle time, quality monitoring and evaluation scores or workforce management data. This data can be aggregated and presented in report formats that are highly flexible and tailored to the needs of the enterprise from the corner office to the agent desktop.
“The contact center and front and back offices are three of the most instrumented business units of the enterprise when it comes to capturing and analyzing metrics,” remarked Damon Lockwood, chief technology officer for OpenSpan. “There are infinite data points within these environments that could be tracked, but most do not provide a true reflection of what is happening with customer interactions and transactions. OpenSpan Activity Intelligence addresses this deficiency with near real-time analytics from worker transactions and interactions down to the level of the click stream activity, additionally we can easily correlate metrics from other sources such as speech analytics, cross channel analytics and deliver more intelligent views into the customer service.”
“Contact centers play an important role in acquiring, retaining, and growing customers,” commented Bruce Temkin, managing partner of Temkin Group. “Leading firms use analytics to understand how agent behaviors drive positive customer experiences, as well as to uncover roadblocks that detract from the service interaction. This insight empowers organizations to quickly make operational and technology improvements that drive greater customer satisfaction and more loyal customers.”
“Based on estimates from the U.S. Bureau of Statistics and the International Labor Organization, there are approximately 30 million contact center agents and 120 million front and back office workers employed globally,” commented Eric Musser, CEO for OpenSpan. “Over the next decade, companies will invest billions of dollars on applied analytics solutions that drive performance improvements in these customer facing areas. OpenSpan Activity Intelligence brings a more actionable approach by analyzing desktop activity as a means to have rapid impact in these critical areas.”
For additional information regarding OpenSpan Activity Intelligence, visit www.openspan.com/activity-intelligence.
OpenSpan is a provider of activity intelligence and desktop automation solutions that improve performance, drive revenue and increase efficiencies in contact center, back office and retail storefront environments. Activity Intelligence provides actionable, real-time activity and performance insight used to make informed decisions about people and technologies. Leveraging the critical insight from desktop analytics, organizations use desktop automation to streamline worker activity, simplify critical service processes and remove technology barriers as means to deliver a gold-standard customer experience. OpenSpan solutions are deployed on more than 300,000 desktops across the world, and are optimizing billions of transactions in the banking and financial services, insurance, telecommunications, retail and technology industries. For more information, visit www.openspan.com.