OpenSpan for TelecommunicationsBetter Way to Work & Better Way to Manage
where people and technology meet© 2006-2013 by OpenSpan, Inc. All rights reserved.
OpenSpan for TelecommunicationsTelecommunications carriers face numerous challenges in today’s hyper-competitive marketpla...
Who uses OpenSpanOpenSpan is used in virtually every industry, with Fortune 500 customersin Telecommunications, Banking an...
OpenSpan has the provencapabilities and expertiseto help telecomcompanies of all sizesachieve these objectives.© 2006-2013...
Customer ExperienceClient Project:A U.S. provider of wireless voice, messaging and data servicesautomated several CSR proc...
Cost ReductionClient Project:A leading telecommunications provider automated severaltime-consuming manual processes that u...
Reduce Fraud RiskClient Project:Using OpenSpan Desktop Analytics, a leading telecommunicationsprovider analyzed call routi...
Improve Revenue/ARPUClient Project:Sales volume is a primary KPI for this outsourcer, a provider ofcustomer acquisition, p...
© 2006-2013 by OpenSpan, Inc. All rights reserved.
© 2006-2013 by OpenSpan, Inc. All rights reserved.
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OpenSpan for Telecommunications

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OpenSpan for Telecommunications

  1. 1. OpenSpan for TelecommunicationsBetter Way to Work & Better Way to Manage
  2. 2. where people and technology meet© 2006-2013 by OpenSpan, Inc. All rights reserved.
  3. 3. OpenSpan for TelecommunicationsTelecommunications carriers face numerous challenges in today’s hyper-competitive marketplace. In order to establish and maintain a position ofleadership, they must:Differentiate based on superior customer experience.Fundamentally reduce costs, with a focus on sustainable vs. isolatedcost reductions.Maximize revenue by increasing Average Revenue Per Unit (ARPU).Decrease customer churn.Telecommunications leaders around the globe have discovered thatOpenSpan’s desktop automation and analytics software can help themachieve the enterprise-wide operational efficiencies needed to fuel theseefforts.© 2006-2013 by OpenSpan, Inc. All rights reserved.
  4. 4. Who uses OpenSpanOpenSpan is used in virtually every industry, with Fortune 500 customersin Telecommunications, Banking and Financial Services, Insurance, Retailand Technology markets including:Seven of the top global telecom/cable providers.Three of the U.K. “Big Four” and four of the top six U.S. commercialbanks in the Fortune 500.Three 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.One of the world’s three largest computer hardware manufacturers.Two of the top five U.S. food and drug retailers in the Fortune 500.© 2006-2013 by OpenSpan, Inc. All rights reserved.
  5. 5. OpenSpan has the provencapabilities and expertiseto help telecomcompanies of all sizesachieve these objectives.© 2006-2013 by OpenSpan, Inc. All rights reserved.
  6. 6. Customer ExperienceClient Project:A U.S. provider of wireless voice, messaging and data servicesautomated several CSR processes and added a desktop toolbarthat aggregates customer information from multiple systems togive contact center agents a 360 customer view.Project Results:The streamlined user interface has resulted in a significantproductivity increase. By automating 22 different steps, averagehandle time (AHT) dropped from 360 seconds per call to 120seconds per call.With fewer manual steps to perform and faster access tocustomer data, CSRs are able to engage with the customer on adeeper level, increasing customer satisfaction.© 2006-2013 by OpenSpan, Inc. All rights reserved.
  7. 7. Cost ReductionClient Project:A leading telecommunications provider automated severaltime-consuming manual processes that unnecessarilyprotracted call length, such as updating customer records acrossmultiple applications and capturing customer case notes foreach interaction.Project Results:The client’s solutions were developed and deployed to morethan 14,000 contact center agents in just four months by a smallIT team with a minimal service investment.The client reduced average handle time (AHT) on every call bymore than nine seconds. Based on call volume at the time ofdeployment, this was projected to save the company more than$18 million annually.© 2006-2013 by OpenSpan, Inc. All rights reserved.
  8. 8. Reduce Fraud RiskClient Project:Using OpenSpan Desktop Analytics, a leading telecommunicationsprovider analyzed call routing and workflow data and determinedthat, due to staffing shortages, almost 40% of their callers werebeing overflowed to a general queue and thus weren’t receiving“valued account” service or special retention offers.Project Results:Applying these insights in forecasting, the client balancedstaffing levels to ensure valued accounts were being handled bythe appropriate CSR team.The customer estimates retention improved by as many as 1,500customers per month, resulting in over $20 million annually inrevenue for the organization.© 2006-2013 by OpenSpan, Inc. All rights reserved.
  9. 9. Improve Revenue/ARPUClient Project:Sales volume is a primary KPI for this outsourcer, a provider ofcustomer acquisition, provisioning and account management servicesfor a Fortune 500 carrier. Yet cumbersome processes, often involvingup to 17 different apps, extended agent training and inhibited salesopportunities during customer calls.Project Results:The customer deployed internally developed sales center processautomations—complete with a streamlined agent desktopinterface—within 60 days after OpenSpan training, and withoutadditional outside services.They report faster onboarding for new agents, with new agentsdelivering higher performance than previously documented.Their 800-agent team saw an average 8% initial lift in sales, withsales of some complex products increasing as much as 90%.© 2006-2013 by OpenSpan, Inc. All rights reserved.
  10. 10. © 2006-2013 by OpenSpan, Inc. All rights reserved.
  11. 11. © 2006-2013 by OpenSpan, Inc. All rights reserved.

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