OpenSpan provides desktop automation and analytic tools for the insurance industry call center. Today over 300,000 call center agents and back-office workers use OpenSpan to improve efficiency, reduce costs and overall improve the customer experience.

1. OpenSpan POC Presentation for XYZ Bank

2. OpenSpan POC Use Case Overview
• Auto Login functionality
• Unified Composite View
• Account Inquiry Across Web CSR and
Salesforce.com
• Authenticate Caller
• Get Specific Account Details
• Create New Salesforce.com Contact Record
• Create New Case in Salesforce.com and Web CSR
• Auto Notes – Call Wrap up
2

3. Auto Login
• Improve agents’ initial setup times
• Streamline login process
• Stage applications within the desktop workspace
3

4. Unified Composite View
• Provide a 360 view of the customer
• Data from multiple disparate applications
• Quick Link Buttons for specific business processes
– Get Consolidates notes history
– Create new case
4

5. Streamline Account Inquiry Process
Eliminate:
• Copy and Paste
• Rekeying of Data
• Toggling Applications
5
Reduce:
• AHT
• Processing Time
• Training Time
Increase:
• Accuracy
• Compliance

6. Authenticate Caller
• Enforce compliance to authenticate a caller
• Log values used for authentication
• Govern the business process flow
6

7. Consolidated Account Details and Notes
• Simplified view of customer data:
History, All Accounts, Specific Account Details
7

8. Create New Salesforce.com Contact Record
8
• Auto create Salesforce.com contact records when one
does not exist
• Maintain data integrity across legacy applications
• Eliminate repetitive data entry

9. Create New Case in Multiple Applications
• Reduce process times to create new case records and
update other legacy applications
• Ensure proper data values are notated correctly while
maintaining a consistent format
9

10. Auto Notes – Call Wrap
• Auto-append notes to System of
Record(s)
• View notes in Composite GUI
• Maintain consistent note formats
• Audit trail for day’s work
• Reduce call wrap up times
• Eliminates data entry
• Eliminates errors
• Forces process adherence
• Accurate System of Record
10

11. POC “Quantified Impact” Metrics
Process
Before
Keystrokes
Before
Time
OpenSpan
Keystrokes
OpenSpan
Time
Total Savings
(Time and %)
Startup/Login 65 54 14 12 42 78%
Acct Inquiry/
Authentication
10-28 28 10 16 12 43%
Notes 27+ 26.3 31 + 11.3 15 57%
View Notes 7 30 1 8.5 21.5 72%
Create New
Case
75 + 59 30 25 34 58%
Call Wrap up
Lots of
keystroke
59 1 2 57 97%