Contact Center Solutions Featured Article

OpenSpan 5.1 Now Available

September 23, 2011

According to a recent announcement made by OpenSpan, its user process improvement software, OpenSpan 5.1, is now available in the market. The 5.1 version of the software comes with improved features that make it easier for organizations to analyze the performance of other users and implement improvements with OpenSpan's unique process automation capabilities.

OpenSpan 5.1 ensures faster gathering of information about application usage and user processes on the desktop without development. By analyzing the performance, an organization can identify best practices to replicate throughout their environment. The end-users can also track the processes they do every day and provide feedback to management. OpenSpan's rapid implementation allows an iterative and continuous process improvement cycle to be initiated quickly.  These improvements translate into cost savings and increased revenue.

The newer version can deliver quick payback in days or weeks compared to complex, heavily service-laden implementations of other options. Business analysts are empowered to provide interactive analytics and user process guidance without IT involvement. Like the earlier versions, OpenSpan 5.1 is ideal for contact centers, back-office operations and other processing-intensive businesses.

"OpenSpan empowers business analysts and other operations teams to be the heroes their organizations are looking for by enabling them to not only identify opportunities for efficiency and enhanced performance, but to implement solutions rapidly," said Eric Musser, CEO of OpenSpan, in a statement. "Using OpenSpan to automate manual tasks, organizations quickly realize cost savings, process improvements and increased revenue."

"Because OpenSpan was developed from the ground up to discover how users work and then measure and improve processes in complex enterprise desktop environments, it is robust and able to perform consistently," said Damon Lockwood, CTO of OpenSpan. "Unlike products that use screen-scraping, accessibility APIs or testing APIs, OpenSpan doesn't require modifications to the environment and is not impacted by user behavior such as focus changes and screen changes."

Rahul Arora is a ContactCenterSolutions contributor. He has worked as an editor and freelance writer for several reputed organizations in India. To read more of his articles, please visit his columnist page.

Edited by Rich Steeves