News : OpenSpan Unveils New Activity Intelligence Solution
ATLANTA, Oct 22, 2013 -- OpenSpan Inc., a provider of innovative worker optimization, activity management and automation solutions, announces the availability of OpenSpan Activity Intelligence, a new, SaaS-based solution designed to provide actionable insight into interaction business intelligence, worker activity, process flows, and technology diagnostics. This activity intelligence can be queried based on enterprise-defined metrics to extract relevant information to be used to drive performance associated with key performance indicators (KPIs) in customer facing business units including revenue generation, operational efficiency, risk and compliance management and customer experience.
OpenSpan Activity Intelligence brings a strategic lens to contact center and front and back office providers, delivering correlation capabilities including outcome analyses that uncover key behaviors, processes or activities that result in service experiences. The solution can capture any activity within any application and expose this data in an array of formats for reporting replacing or enhancing many existing exercises such as call dispositions, notes or tally sheets; performance observations or time and motion studies; and, data extrapolations including performance metrics like average handle time, quality monitoring and evaluation scores or workforce management data. This data can be aggregated and presented in report formats that are highly flexible and tailored to the needs of the enterprise from the corner office to the agent desktop.
"Contact centers play an important role in acquiring, retaining, and growing customers," commented Bruce Temkin, managing partner of Temkin Group. "Leading firms use analytics to understand how agent behaviors drive positive customer experiences, as well as to uncover roadblocks that detract from the service interaction. This insight empowers organizations to quickly make operational and technology improvements that drive greater customer satisfaction and more loyal customers."
Posted by Veronica Silva Cusi, news correspondent
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Published: Wednesday, October 23, 2013