1. OpenSpan for Contact Centers
Better Way to Work & Better Way to Manage

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

3. What is OpenSpan for Contact Centers?
Today’s contact centers are under tremendous scrutiny to drive
operational performance. Contact centers face enormous pressure to plan,
execute and exceed expectations when it comes to corporate goals and
performance metrics.
What are those expectations?
Increase top-line revenue growth.
Lower operational costs.
Reduce risk and increase compliance.
Deliver a world-class customer experience.
Contact center leaders around the globe have discovered how OpenSpan’s
desktop automation and analytics solutions can help them optimize
performance to fuel these efforts.
© 2006-2013 by OpenSpan, Inc. All rights reserved.

4. Who uses OpenSpan
OpenSpan is deployed 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 telecommunications/cable providers.
One of the world’s three largest computer 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.
© 2006-2013 by OpenSpan, Inc. All rights reserved.

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

6. Improve Revenue
Improving Revenue in Financial Services
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
percent of the client’s customer base within their existing
teller application, driving significant gains in up-sell revenue.
The OpenSpan up-sell solution was built and deployed to over
500 branches in under three months.
© 2006-2013 by OpenSpan, Inc. All rights reserved.

7. Ensure Compliance
Increasing Compliance in Insurance
Client Project:
Agents were challenged to provide accurate policy eligibility
information despite a wide variance of state-to-state compliance
laws. OpenSpan’s automation solution was deployed to reduce the
variability in both inputs and work activities.
Project Results:
OpenSpan automated the state identification and validation
processes, providing a single input to agents, increasing agent
productivity and enforcing compliance to state-by-state
requirements for policy eligibility.
For the “quote/bind” process, the insurer increased efficiency
by 66 percent, decreased average handle time, and increased
data accuracy.
© 2006-2013 by OpenSpan, Inc. All rights reserved.

8. Cost Reduction
Reducing Operational Costs in Retail
Client Project:
A leading U.K. retailer launched an improvement initiative across
multiple contact centers to simplify the agent desktop and
streamline processes and workflows that hindered agent
productivity..
Project Results:
By reducing average handle time and increasing first call
resolution, agents now manage between 20 to 25 percent
more calls.
Increasing agent productivity and decreasing training times
reduced operational costs by 50 percent.
© 2006-2013 by OpenSpan, Inc. All rights reserved.

9. Customer Experience
Optimizing the Telecommunications Customer Experience
Client Project:
A U.S. provider of wireless voice, messaging and data services
automated several CSR processes and added a desktop toolbar that
aggregates customer information from multiple systems to give
contact center agents a 360 customer view.
Project Results:
The streamlined user interface has resulted in a significant
productivity increase. By automating 22 different steps, average
handle time (AHT) dropped from 360 seconds per call to 120
seconds per call.
With fewer manual steps to perform and faster access to
customer data, CSRs are able to engage with the customer on a
deeper level, increasing customer satisfaction.
© 2006-2013 by OpenSpan, Inc. All rights reserved.

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

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