1. How it works

2. Today’s Agent Desktop
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3. How OpenSpan Desktop works
OpenSpan creates a plug-in like architecture for each
application
So each object can be monitored, acted upon or automated
Monitors user, application & desktop activity for refining
areas for user process Improvement
Quickly create automations using
easy to use design tool
Automate and Improve manual steps
Rapidly automate cloud (API) with legacy apps
Reap quick ROI

4. Agile Agent Desktop
360 View of Customer
Account Basics Wireline Broadband Wireless Notes Customer
Mood
Name: CPNI: # POTS Lines: DSL (Y/N): Speed: Qual (Y/N): # Lines:
Billing Service
LD Carrier: BVoIP Eligibility: Tech360: (Y/N): Voice Plan:
Address:
800 Service (Y/N): Data Plan:
Uverse
BTN: Acct Code: Offer All-for-Less # Lines: Internet: Voice: TV: Mobile Hotspot (Y/N):
Launch Pad
CRM- IEX Total
ExpressPay BOCRIS ROS iSTORE CasWeb BVA CCTOOL CRM Telegence BOOST Direct TV Phoenix BLOOPY
Clarify View
Admin Tool Bar
Quick Search Bar
Contextual Guidance

5. Agile Agent Desktop Real-Time Agent
Performance
(Gamification )
Customer 360 View
Shortcuts & Task
Optimization

6. There is a
BETTER WAY TO MANAGE

7. Opportunity!
Based upon engineered standards
• Call wrap should take 3 minutes
• There is a large amount of
non-productive time
Resulting in
• 24 hours of non-productive work
for the team total

8. OpenSpan Desktop Analytics
OpenSpan captures all relevant user desktop activity.
Identifies opportunities for Business Process Improvement as well as an
audit trail for performance monitoring, risk, fraud & compliance purposes.
OpenSpan
OpenSpan MS SQL
Analytics or
Server
Any BI Tool
Other Use Cases for Events
• Drive Process Guidance
• Knowledge Management
• Compliments Enterprise Reports
Custom • IT / Operational Desktop Statistics
Connectors • Workforce Management
• Combine with Call recordings
• Real Time Dashboards
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9. Delivering Visibility
High Level Events (App Usage) Custom Events (User Defined)
• Application Usage / Switching • Track User Workflows / Tasks
• Web Sites Visited • Nested Task Correlation
• Keystroke Activity Counts • Detect Task Variances
• Mouse Clicks, Tabbing • Define Custom Event Markers
• Copy and Paste Occurrences • Insert Compliance Tracking
• Scrolling, Resizing Screens • Log Variable Contexts Per Task
• All apps, no configuration required • Completely User Defined
Time Stamp + Duration + Idle Time + User Details + Workgroups + Sequencing + Frequency
Events sent to SQL Database, 3rd party Technologies, real-time alerts

10. Why OpenSpan?
• OpenSpan determines, measures and enforces
gold standard behavior for every activity
• OpenSpan monitors activities in every application
and across applications
• OpenSpan analyzes data from every application
to offer the right advice in real-time
• OpenSpan automates tasks and influences agent
behavior on every call

11. OpenSpan in Summary
We are focused solely on technology and solutions to meet
the needs of where People & Technology meet
– Flexible, cross enterprise applicability
– Agile – we change as you change
– We provide start to provide benefits in weeks not years.
– We provide in year ROI
– We do not change any of your underlying technologies
– We do not change any of your current company procedures
We have done the same thing for hundreds of companies and
hundreds of thousands of users