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

Compliance issues

Productivity inhibitors

Retention challengers

User experience System Responsiveness

Information Availability

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 • Inspect/Review

What Are Customer Service Representatives Doing?

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.

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

Appendix

14

Desktop Automation & Analytics is Global