OpenSpan Platform Designed to Head Off Contact Center BottlenecksDecember 23, 2010
by David Sims
On-boarding bottlenecks—i.e. “failures”—are often experienced in contact centers, point-of-sale locations such as retail banks, or back offices that process large volumes of customer information.
So say officials of OpenSpan (News - Alert), who in a recent study, “Streamlining Customer On-Boarding Processes with OpenSpan,” look at what they consider the OpenSpan platform alleviates this.
t’s “not another additional application,” company officials say. “Instead, OpenSpan helps organizations improve the performance and productivity of customer-facing staff and other knowledge workers using the applications and systems already in place.”
Some ways company officials say it does this:
Fully automating back-office processes. Front office tasks, such as an agent or teller taking an account application, are sometimes duplicated. The OpenSpan Platform can help automate these in the back office, and back and front office processes can be combined in a unified view. Rules can be added to cut time and boost efficiency without formal server-side BPM or other tools.
Exposing more processes to self-service channels. By automating processes that previously required manual intervention or processing via a desktop or legacy application, OpenSpan enables you to expose more processes to your self-service channels.
Automating delivery of real-time up-sell or cross-sell offers. With OpenSpan, you can automate the lookup and presentation of customized up-sell offers. Offers can be presented to customer-facing staff via their existing applications. Add an acceptance or denial check box to ensure proper tracking and real-time reporting of up-sell performance.
Extending core applications to perform needed tasks. Accessing customer data stored in other applications can be a major pain point requiring time-consuming and error-prone tasks like copy-and-paste. OpenSpan automations can quickly and accurately assemble all relevant customer data across applications to process an on-boarding task.
Creating composite applications or toolbars. A composite view lets users drive numbers of different applications from a single dashboard without the need to access them. Common tasks like credit verification, card issue, provisioning scheduling, or many others can be done from the new interface with a single click with greatly reduced exposure to error.