OpenSpan Platform Helps Companies Improve Contact Center Operations
January 20, 2009
has secured some very important clients in the past few months. The company recently stated that seven telecommunications companies, four of which are top 25 global telecommunications companies as ranked by the Forbes Global 2000, have opted for the OpenSpan (News
Telecommunications companies often find the need to integrate their existing software with other software to gain maximum productiveness. But this integration comes at the cost of complications and difficulties in implementation.
The OpenSpan Platform simplifies integration of software with other applications. It also allows the flexibility to restrict the usage of the software or allow new users as the needs of the company grow. It also saves valuable manpower by automating cumbersome workflows across applications.
“For telecommunications companies that run legacy, desktop and Web applications in separate silos, OpenSpan can make an immediate business impact by simply integrating all these applications and then automating business processes as Web services,” said Eric Musser, CEO, OpenSpan. “OpenSpan improves the customer experience and reduces call center costs by improving agent productivity. OpenSpan is empowering contact centers around the globe with cost-effective integration solutions.”
The OpenSpan platform allows the integration of mainframe, Windows, Java, Web and other applications on the agent desktop. This allows the agents to save in manual processes and have quicker access to customer data. As it gets rid of previously spent toggling between or navigating applications, it also increases productivity.
Agents can now easily streamline processes and offer a complete customer view to simplify complex tasks. They can also record complete customer activity and automate call activity logging, which helps them to high-value customer alerts and meet compliance requirements.
Recently, the company announced
a business partnership to extend Tibco’s solutions to desktop environments. This partnership allows Tibco's Service-Oriented Architecture (SOA), Business Process Management (BPM) and Business Optimization solutions to integrate with desktop applications without requiring changes to those desktop applications.
Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju's articles, please visit his columnist page.
Edited by Michelle Robart