OpenSpan for Telecommunications

OpenSpan for Telecommunications

• 1.
  OpenSpan for Telecommunications BetterWay to Work & Better Way to Manage
• 2.
  where people andtechnology meet © 2006-2013 by OpenSpan, Inc. All rights reserved.
• 3.
  OpenSpan for Telecommunications Telecommunicationscarriers face numerous challenges in today’s hyper- competitive marketplace. In order to establish and maintain a position of leadership, they must: Differentiate based on superior customer experience. Fundamentally reduce costs, with a focus on sustainable vs. isolated cost reductions. Maximize revenue by increasing Average Revenue Per Unit (ARPU). Decrease customer churn. Telecommunications leaders around the globe have discovered that OpenSpan’s desktop automation and analytics software can help them achieve the enterprise-wide operational efficiencies needed to fuel these efforts. © 2006-2013 by OpenSpan, Inc. All rights reserved.
• 4.
  Who uses OpenSpan OpenSpanis used in virtually every industry, with Fortune 500 customers in Telecommunications, Banking and Financial Services, Insurance, Retail and 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. commercial banks 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.
  OpenSpan has theproven capabilities and expertise to help telecom companies of all sizes achieve these objectives. © 2006-2013 by OpenSpan, Inc. All rights reserved.
• 6.
  Customer Experience Client Project: AU.S. provider of wireless voice, messaging and data services automated several CSR processes and added a desktop toolbar that aggregates customer information from multiple systems to give contact center agents a 360 customer view. Project Results: The streamlined user interface has resulted in a significant productivity increase. By automating 22 different steps, average handle time (AHT) dropped from 360 seconds per call to 120 seconds per call. With fewer manual steps to perform and faster access to customer data, CSRs are able to engage with the customer on a deeper level, increasing customer satisfaction. © 2006-2013 by OpenSpan, Inc. All rights reserved.
• 7.
  Cost Reduction Client Project: Aleading telecommunications provider automated several time-consuming manual processes that unnecessarily protracted call length, such as updating customer records across multiple applications and capturing customer case notes for each interaction. Project Results: The client’s solutions were developed and deployed to more than 14,000 contact center agents in just four months by a small IT team with a minimal service investment. The client reduced average handle time (AHT) on every call by more than nine seconds. Based on call volume at the time of deployment, this was projected to save the company more than $18 million annually. © 2006-2013 by OpenSpan, Inc. All rights reserved.
• 8.
  Reduce Fraud Risk ClientProject: Using OpenSpan Desktop Analytics, a leading telecommunications provider analyzed call routing and workflow data and determined that, due to staffing shortages, almost 40% of their callers were being 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 balanced staffing levels to ensure valued accounts were being handled by the appropriate CSR team. The customer estimates retention improved by as many as 1,500 customers per month, resulting in over $20 million annually in revenue for the organization. © 2006-2013 by OpenSpan, Inc. All rights reserved.
• 9.
  Improve Revenue/ARPU Client Project: Salesvolume is a primary KPI for this outsourcer, a provider of customer acquisition, provisioning and account management services for a Fortune 500 carrier. Yet cumbersome processes, often involving up to 17 different apps, extended agent training and inhibited sales opportunities during customer calls. Project Results: The customer deployed internally developed sales center process automations—complete with a streamlined agent desktop interface—within 60 days after OpenSpan training, and without additional outside services. They report faster onboarding for new agents, with new agents delivering higher performance than previously documented. Their 800-agent team saw an average 8% initial lift in sales, with sales of some complex products increasing as much as 90%. © 2006-2013 by OpenSpan, Inc. All rights reserved.
• 10.
  © 2006-2013 byOpenSpan, Inc. All rights reserved.
• 11.
  © 2006-2013 byOpenSpan, Inc. All rights reserved.