Date post: | 12-Jun-2015 |
Category: |
Technology |
Upload: | frank-wagman |
View: | 932 times |
Download: | 1 times |
How it works
Today’s Agent Desktop
1
How OpenSpan Desktop works
OpenSpan creates a plug-in like architecture for each application
Quickly create automations using easy to use design tool
Monitors user, application & desktop activity for refining areas for user process Improvement
Automate and Improve manual steps
Reap quick ROI
Rapidly automate cloud (API) with legacy apps
So each object can be monitored, acted upon or automated
Agile Agent Desktop
Contextual Guidance
360 View of Customer
Admin Tool Bar
Quick Search Bar
ROS BVAiSTORE CRM TelegenceCRM-Clarify
BOOSTIEX Total
ViewDirect TV BLOOPY
Wireline
# POTS Lines:
800 Service (Y/N):
LD Carrier:
# Lines:
Broadband
DSL (Y/N):
Uverse
Speed:
Internet:
Qual (Y/N):
Voice: TV:
Wireless
# Lines:
Data Plan:
Voice Plan:
Mobile Hotspot (Y/N):
BVoIP Eligibility:
ExpressPay CCTOOLCasWebBOCRIS Phoenix
Launch Pad
Tech360: (Y/N):
Notes Customer Mood
Name:
Address:
Billing Service
BTN: Acct Code:
CPNI:
Account Basics
Offer All-for-Less
3270 shot found on Web; similar to BOCRIS
Siebel CRM shot found on Web; might be similar to AT&T’s Siebel
Note – all elements subject to availability from current applications. Actual elements to be determined during project analysis phase.
Agile Agent Desktop
Customer 360 View
Real-Time Agent Performance
(Gamification )
Shortcuts & Task Optimization
BETTER WAY TO MANAGE
There is a
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
OpenSpan Desktop Analytics
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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
Server
MS SQL OpenSpan
Analytics or
Any BI Tool
Custom
Connectors
Other Use Cases for Events
• Drive Process Guidance
• Knowledge Management
• Compliments Enterprise Reports
• IT / Operational Desktop Statistics
• Workforce Management
• Combine with Call recordings
• Real Time Dashboards
Delivering Visibility High Level Events (App Usage)
• Application Usage / Switching
• Web Sites Visited
• Keystroke Activity Counts
• Mouse Clicks, Tabbing
• Copy and Paste Occurrences
• Scrolling, Resizing Screens
• All apps, no configuration required
Custom Events (User Defined)
• Track User Workflows / Tasks
• Nested Task Correlation
• Detect Task Variances
• Define Custom Event Markers
• Insert Compliance Tracking
• Log Variable Contexts Per Task
• Completely User Defined
Time Stamp + Duration + Idle Time + User Details + Workgroups + Sequencing + Frequency
Events sent to SQL Database, 3rd party Technologies, real-time alerts
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
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