OpenSpan Sets New Quarterly Performance RecordGlobal Enterprises Continue to Invest in Technology Solutions to Drive Increased Human Capital Value in Contact Center and Back Office Business Units
October 08, 2013
OpenSpan, Inc., a provider of innovative worker optimization, activity management and automation solutions, today announced it posted record financial performance for the third quarter of 2013, recognizing the highest quarterly revenues in the company’s eight-year history.
For third quarter of 2013, OpenSpan realized record overall revenues, as well as positive net income. OpenSpan attributes this growth to the increasing demand for desktop automation solutions within back office environments, as well as continued expansion in contact center desktop analytics. Based on estimates from the U.S. Bureau of Statistics and the International Labor Organization, the acceleration of adoption in these core areas aligns with a projected 30 million contact center agents and 120 million back office workers employed across the globe.
Focused on deriving greater value from human capital assets across customer-facing areas, banks and insurance companies are addressing market and economic challenges by analyzing how customer-facing workers interact with the applications and systems on their desktop, and deploying incremental process and automation improvements that streamline service interactions. Intelligence collected from the service desktop reveals actionable data that enables an organization to make enhancements that empower people, processes and technology to deliver exceptional customer service. By streamlining work processes using OpenSpan Desktop Automation, workers in the contact center and back office can deliver a better experience for customers, and focus on higher value interactions for more profitable relationships.
“The increased adoption of OpenSpan solutions within the financial services and insurance sectors is a testament to the positive results these companies are achieving, as they strive to transform hourly employees in the contact center and back office environments into more strategic human capital assets,” said Eric Musser, CEO for OpenSpan. “Our customers are active in big data initiatives to extract metrics that are critical to their business, but the reality is big data can be a challenge to distill into meaningful and actionable information. By capturing intelligence from the primary point of every customer interaction using OpenSpan, these companies are better able to make changes rapidly with immediate performance impact.”
OpenSpan is a provider of desktop automation and desktop analytics solutions that improve performance, drive revenue and increase efficiencies in contact center, back office and retail storefront environments. Desktop automation enables companies to deliver a Better Way to Work for its employees by streamlining workflows between disparate systems, and simplifies the workflow for agents interacting with customers. Desktop analytics deliver a Better Way to Manage, providing actionable, real-time activity and performance insight used to make informed decisions about people and technologies. 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.