OpenSpan Experiences Record 2012 Workforce Optimization Performance
February 07, 2013
By Amanda Ciccatelli
, TMCnet Web Editor
OpenSpan (News - Alert), Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
Today, OpenSpan provides technology that accelerates and measures software- and data-driven work on the desktop, driving performance in front-office, retail and back-office environments. For instance, OpenSpan Desktop Analytics captures all desktop activity to measure worker performance and outcomes.
Then, organizations use OpenSpan’s Better Way to Work solutions including OpenSpan Desktop Automation to build user process improvement or process automation solutions across enterprise applications.
Additionally, the company attributes its success to the increased adoption of desktop automation and analytics solutions by companies across industries including banking, insurance, retail and healthcare. Such companies are seeking technology that simplifies desktop processes and the user experience, allowing call center and back office workers to focus on high-value activities and eliminate costs associated with process inefficiencies.
“Our focus is to deliver solutions that ensure our customers realize the highest performance from their work groups,” said Eric Musser, CEO at OpenSpan. “OpenSpan solutions streamline the interactions between users and technology, allowing each and every worker to focus on the high-value activities that are critical to driving customer satisfaction and superior service.”
By optimizing people and technology, OpenSpan solutions deliver insight into the real-time activity of workers, which empowers managers to effectively manage by driving intra-day improvements to back office transaction processing and contact center interactions.
Over the years, agents and workers have struggled to manage their work environment because of manual tasks, navigating between disparate systems and applications, and manually capturing key customer data at the point of interaction. But now, with OpenSpan's Better Way to Work solution, they can quickly solve these issues, delivering immediate operational and performance improvements.
Musser continued, “A largely untapped area for optimization in the enterprise, back office management is gaining visibility into transaction activity and analyzing processes to boost efficiencies that impact productivity and bottom-line results.”
In 2012, OpenSpan deployed solutions to call centers and back office environments – scaling to employee work groups of more than 25,000. Deploying OpenSpan solutions in 2012, call centers reported an 18-percent average improvement in efficiency, while back office operations experienced gains by more than 28 percent.
Musser concluded, “We believe that the large hourly transactional workforce in call centers and back office operations has the greatest ability to impact these key company objectives.”
Edited by Braden Becker