OpenSpan Sets New Annual Revenue Record in 2013Enterprises adopt activity intelligence and automation solutions to drive transformation within the front, middle and back office environments
January 07, 2014
OpenSpan, Inc., a provider of innovative worker optimization, activity management and automation solutions, today announced record-breaking revenues for Q4 2013. The company posted a 25 percent increase over the last record quarter, Q3 2013, while maintaining a positive net income. These results mark the fourth consecutive year of record revenues for OpenSpan.
"OpenSpan's achievements are a testament to the success our customers are realizing," commented Eric Musser, CEO for OpenSpan. "Our solution strategy and vision are laser-focused to make employees in the front, middle and back office business units the most strategic workers they can be, and our customers are making great strides in using the intelligence gleaned from the service desktop as a means to optimize every facet of an interaction and transaction to deliver gold-standard service and performance. Adoption across insurance and financial services companies is increasing, as these enterprises seek to drive down the cost to serve and operationalize their processes to address the many regulatory mandates in today's market."
In 2013, OpenSpan recognized continued growth in the adoption of OpenSpan Desktop Automation, the company's foundational solution, in the contact center, back office and retail storefront business units. OpenSpan Desktop Automation plays a critical role in removing process complexity from the desktop, enabling more streamlined worker activities and optimized service experiences. By eliminating redundant tasks and automating processes, companies are able to dramatically improve worker efficiency and boost productivity, as well as provide a more comprehensive 360-degree view of the customer.
In October 2013, OpenSpan unveiled its next-generation desktop analytics solution, Activity Intelligence, a SaaS-based analytics solution designed to provide actionable insight into worker activity, business processes, and technology. As early adopters of this technology realized near-immediate impact on operational performance based on the insight captured using Activity Intelligence, demand for the solution accelerated among enterprises in the financial services, property and casualty and healthcare insurance and logistics management industries.
"While the contact center and back office environments are some of the most instrumented parts of an enterprise when it comes to capturing analytics and performance metrics, management is still often asking the question, 'What are our workers doing and how are they utilizing their time?," added Musser. "OpenSpan Activity Intelligence is adding a new lens to help diagnose process inefficiencies, technology breakdowns or training opportunities so that these hourly workers are performing at the most strategic level possible. Better yet, how do we understand what behaviors are resulting in the highest levels of performance and how do we socialize that across the greater worker population? It's a transformational - yet pragmatic - approach to optimizing these customer-facing, revenue-focused areas of the business."
"Global enterprises are partnering with OpenSpan as a trusted advisor when it comes to helping them reach new levels of performance in operational efficiency, revenue generation, risk and compliance management and customer experience," concluded Musser. "OpenSpan is committed to ensuring our customers monetize the value OpenSpan solutions deliver against these key performance metrics."