Enterprises adopt activity intelligence and automation solutions
to drive transformation within the front, middle and back office
Inc., a provider of innovative worker optimization, activity
management and automation solutions, today announced record-breaking
revenues for Q4 2013. The company posted a 25 percent increase over the
last record quarter, Q3 2013, while maintaining a positive net income.
These results mark the fourth consecutive year of record revenues for
"OpenSpan's achievements are a testament to the success our customers
are realizing," commented Eric Musser, CEO for OpenSpan. "Our solution
strategy and vision are laser-focused to make employees in the front,
middle and back office business units the most strategic workers they
can be, and our customers are making great strides in using the
intelligence gleaned from the service desktop as a means to optimize
every facet of an interaction and transaction to deliver gold-standard
service and performance. Adoption across insurance and financial
services companies is increasing, as these enterprises seek to drive
down the cost to serve and operationalize their processes to address the
many regulatory mandates in today's market."
In 2013, OpenSpan recognized continued growth in the adoption of
OpenSpan Desktop Automation, the company's foundational solution, in the
contact center, back office and retail storefront business units.
OpenSpan Desktop Automation plays a critical role in removing process
complexity from the desktop, enabling more streamlined worker activities
and optimized service experiences. By eliminating redundant tasks and
automating processes, companies are able to dramatically improve worker
efficiency and boost productivity, as well as provide a more
comprehensive 360-degree view of the customer.
In October 2013, OpenSpan unveiled its next-generation desktop analytics
solution, Activity Intelligence, a SaaS-based analytics solution
designed to provide actionable insight into worker activity, business
processes, and technology. As early adopters of this technology realized
near-immediate impact on operational performance based on the insight
captured using Activity Intelligence, demand for the solution
accelerated among enterprises in the financial services, property and
casualty and healthcare insurance and logistics management industries.
"While the contact center and back office environments are some of the
most instrumented parts of an enterprise when it comes to capturing
analytics and performance metrics, management is still often asking the
question, 'What are our workers doing and how are they utilizing their
time?," added Musser. "OpenSpan Activity Intelligence is adding a new
lens to help diagnose process inefficiencies, technology breakdowns or
training opportunities so that these hourly workers are performing at
the most strategic level possible. Better yet, how do we understand what
behaviors are resulting in the highest levels of performance and how do
we socialize that across the greater worker population? It's a
transformational - yet pragmatic - approach to optimizing these
customer-facing, revenue-focused areas of the business."
"Global enterprises are partnering with OpenSpan as a trusted advisor
when it comes to helping them reach new levels of performance in
operational efficiency, revenue generation, risk and compliance
management and customer experience," concluded Musser. "OpenSpan is
committed to ensuring our customers monetize the value OpenSpan
solutions deliver against these key performance metrics."
OpenSpan is a provider of activity intelligence and desktop automation
solutions that improve performance, drive revenue and increase
efficiencies in contact center, back office and retail storefront
environments. Activity Intelligence provides actionable, real-time
activity and performance insight used to make informed decisions about
people and technologies. Leveraging the critical insight from desktop
analytics, organizations use desktop automation to streamline worker
activity, simplify critical service processes and remove technology
barriers as means to deliver a gold-standard customer experience.
OpenSpan solutions are deployed on more than 300,000 desktops across the
world, and are optimizing billions of transactions in the banking and
financial services, insurance, telecommunications, retail and technology
industries. For more information, visit www.openspan.com.