0
The Role of Desktop Analytics; Big
Data and the Customer Service
Revolution
Anna Convery, EVP-Strategy
OpenSpan, Inc.
30,000,000
$120,000,000,000
120,000,000
Sources: ILO, US Bureau of Statistics, Benchmark Portal
A Better Way to Work
Performance factors across the Enterprise
Manual gaps
Complex navigation
Redundant data entry
Complia...
5
Today’s Agent Desktop
1
© 2006-2013 by OpenSpan, Inc. All rights reserved.
Today’s Customer Service Environment
• Search/Find
• Cut/Copy/Paste
• Navigate/Position
• Type/Edit/Enter
• Aggregate
• Concatenate
• Calculate/Evaluate
• Insp...
Summary Case Studies
Wireless Service Provider
– Reduction of AHT by 42% and
increased FCR rate from 60% to 90%
Investment...
OpenSpan
The deepest
integration platform
to reliably monitor
UI activity on the
desktop
Big Data
Horizontally
scalable
pr...
Appendix
14
Desktop Automation & Analytics is Global
The Role of Desktop Analytics; Big Data and the Customer Service Revolution by Anna Convery, EVP-Strategy, OpenSpan, Inc
The Role of Desktop Analytics; Big Data and the Customer Service Revolution by Anna Convery, EVP-Strategy, OpenSpan, Inc
The Role of Desktop Analytics; Big Data and the Customer Service Revolution by Anna Convery, EVP-Strategy, OpenSpan, Inc
The Role of Desktop Analytics; Big Data and the Customer Service Revolution by Anna Convery, EVP-Strategy, OpenSpan, Inc
The Role of Desktop Analytics; Big Data and the Customer Service Revolution by Anna Convery, EVP-Strategy, OpenSpan, Inc
The Role of Desktop Analytics; Big Data and the Customer Service Revolution by Anna Convery, EVP-Strategy, OpenSpan, Inc
The Role of Desktop Analytics; Big Data and the Customer Service Revolution by Anna Convery, EVP-Strategy, OpenSpan, Inc
The Role of Desktop Analytics; Big Data and the Customer Service Revolution by Anna Convery, EVP-Strategy, OpenSpan, Inc
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The Role of Desktop Analytics; Big Data and the Customer Service Revolution by Anna Convery, EVP-Strategy, OpenSpan, Inc

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OpenSpan provides desktop analytics and desktop automation software that improves the productivity of customer-facing and backoffice workers in order to deliver operational efficiency and cost savings, and to enhance the customer experience.

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Transcript of "The Role of Desktop Analytics; Big Data and the Customer Service Revolution by Anna Convery, EVP-Strategy, OpenSpan, Inc"

  1. 1. The Role of Desktop Analytics; Big Data and the Customer Service Revolution Anna Convery, EVP-Strategy OpenSpan, Inc.
  2. 2. 30,000,000 $120,000,000,000 120,000,000 Sources: ILO, US Bureau of Statistics, Benchmark Portal
  3. 3. A Better Way to Work Performance factors across the Enterprise Manual gaps Complex navigation Redundant data entry Compliance issues Productivity inhibitors Retention challengers User experience System Responsiveness Information Availability
  4. 4. 5 Today’s Agent Desktop 1 © 2006-2013 by OpenSpan, Inc. All rights reserved. Today’s Customer Service Environment
  5. 5. • Search/Find • Cut/Copy/Paste • Navigate/Position • Type/Edit/Enter • Aggregate • Concatenate • Calculate/Evaluate • Inspect/Review What Are Customer Service Representatives Doing?
  6. 6. Summary Case Studies Wireless Service Provider – Reduction of AHT by 42% and increased FCR rate from 60% to 90% Investment Bank – Reduced transaction settlement process from 50 man hours/day to 2 man hours/day Financial Organization – Reduced credit card file matching process from 135 seconds to 30 seconds within 7 weeks Contact Center Outsourcer – Reduced AHT by 53 seconds; reduced training time for new CSRs; reduced CSR turnover Healthcare Supply Chain – Deployed within 120 days; CSR efficiency improved by 30% US Retailer – 100% CSR compliance and audit trails for compliance reporting Retail Bank – Extended legacy application to provide tellers customized up-sell offers at point of service Insurance Provider – 1,200 agent deployment with a reduction from 35 to 12 minutes for quote/binding process © 2006-2013 by OpenSpan, Inc. All rights reserved.
  7. 7. OpenSpan The deepest integration platform to reliably monitor UI activity on the desktop Big Data Horizontally scalable processing of every transaction on every desktop Insight Unparalleled insight into worker efficiency, quality and performance
  8. 8. Appendix
  9. 9. 14 Desktop Automation & Analytics is Global
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