Learn the benefits of using OpenSpan within the financial services call center. Reduce AHT (Average Handle Time), improve FCR (First Call Resolution), manage Dodd/Frank compliance, improve customer experience.

1. OpenSpan for Financial Services
Better Way to Work & Better Way to Manage

2. © 2006-2013 by OpenSpan, Inc. All rights reserved.
where people and technology meet

3. © 2006-2013 by OpenSpan, Inc. All rights reserved.
What is OpenSpan for Financial Services
Banks and financial institutions face numerous challenges in today’s
economic environment. In order to establish and maintain a position of
leadership in the market they need to:
Differentiate themselves based on customer experience.
Fundamentally reduce costs, with a focus on sustainable vs. isolated
cost reductions.
Improve performance by driving revenue.
Head off security threats.
Respond to ever-increasing regulation.
OpenSpan has implemented solutions at hundreds of companies
representing hundreds of thousands of users.

4. © 2006-2013 by OpenSpan, Inc. All rights reserved.
Who uses OpenSpan
OpenSpan is used cross-industry, with Fortune 500 customers in Banking
and Financial Services, Insurance, Telecommunications, Retail and
Technology markets including:
Three of the U.K. “Big Four” and four of the top six U.S. commercial
banks in the Fortune 500.
Four of the top six managed health plans in the Forbes Global 2000.
Three of the top five property and casualty insurers in the Fortune 500.
Seven of the top global telecom/cable providers.
One of the world’s three largest computer hardware manufacturers.
Two of the top five U.S. food and drug retailers in the Fortune 500 and
two of the leading retailers in the U.K.

5. © 2006-2013 by OpenSpan, Inc. All rights reserved.
OpenSpan has the proven
capabilities and expertise
to help banks of all sizes
achieve these objectives.

6. © 2006-2013 by OpenSpan, Inc. All rights reserved.
Customer Experience
Client Project:
A regional bank with more than 400 branches empowered their
agents by presenting relevant customer banking information from
multiple systems into a single 360 degree toolbar on the agent’s
desktop.
Project Results:
The customer experience improved because contact center
agents now see all of the customer information they need at the
beginning of each call, enabling them to quickly build rapport and
derive additional value from every interaction.
Productivity has increased by over 20% because the Customer
360 view has eliminated redundant and time consuming call
setup and search activities.

7. © 2006-2013 by OpenSpan, Inc. All rights reserved.
Cost Reduction
Client Project:
One division of a multinational banking and financial services
company streamlined their contact center agent activity by
integrating disparate backend systems and simplifying the user’s
desktop.
Project Results:
The center was able to shrink the agent population by 46%
through natural attrition during the first two years of the project.
While the volume of customer interactions remained unchanged,
average revenue per call increased by 135 percent while labor
and training cost savings exceeded £5.6 million ($7.05 million) in
the first year.

8. © 2006-2013 by OpenSpan, Inc. All rights reserved.
Reduce Fraud Risk
Client Project:
The retail banking department of one of the world’s largest financial
services groups uses OpenSpan to gain visibility into fraud processes
and then streamline the processing of transaction fraud alerts for
debit cardholders.
Project Results:
Increased security – OpenSpan shortened fraud processing cycles
and case resolution through automation. This allows the bank to
cap ATM or credit limits quickly and reduces fraud exposure to
the bank and its customers.
In less than two months, this customer was able to deploy a
solution which enabled the same staff to handle twice the
number of fraud cases.

9. © 2006-2013 by OpenSpan, Inc. All rights reserved.
Improve Revenue
Client Project:
A large bank with more than 1,500 locations took on an initiative to
improve the performance of their up-sell and cross-sell marketing
programs by arming tellers with customized offers at the time of
service, thus effectively turning tellers into sales agents.
Project Results:
The solution presented tellers with credit card, loan and special
investment product offers to pose to the top 20% of the client’s
customer base, driving significant gains in up-sell revenue.
The OpenSpan up-sell solution was built and deployed to over
500 branches in under three months.

10. © 2006-2013 by OpenSpan, Inc. All rights reserved.

11. © 2006-2013 by OpenSpan, Inc. All rights reserved.