• Contact Center Outsourcing
• Articles

OpenSpan Optimizes Contact Center Operations for Group O

By Anuradha Shukla, TMCnet Contributor

Business process outsourcing provider Group O has optimized its contact center operations with the OpenSpan (News - Alert) desktop automation solution. OpenSpan has delivered its OpenSpan desktop automation to help Group O realize performance improvements related to AHT, quality and customer satisfaction scores.

OpenSpan claims AHT on calls supported by OpenSpan automations improved by as much as 40 percent. In addition, OpenSpan automations increased quality and customer satisfaction scores by almost ten percent in target categories.

“The OpenSpan solution provided great options for the front end dashboard display to agents and allowed other applications to run in the background,” said Paul Flemr, director of customer care for Group O, in a statement. “This allowed agents even more focus on the tasks at hand and the customer on the phone, which has improved the overall customer experience.”

Group O provides customer care services and its center handles more than three million calls annually. The company searched for a solution to consolidate contact center applications to streamline work processes for a more efficient customer service experience.

Group O selected OpenSpan to move forward with its contact center project, and the solution was deployed within a short time period- ten-weeks.

Apparently, the project is successful as OpenSpan recognized Group O’s need to improve the agent experience using desktop automation technology because it almost immediately made an impact to their contact center operations.

“Like many of our customers, Group O has the ability to implement desktop automations to specific agent groups in an agile, iterative process, and subsequently deploy best practice automations to across its contact center agent population,” said Eric Musser, chief executive officer at OpenSpan. “The result is a highly refined, higher value customer interaction that positively impacts the customer experience.”

OpenSpan provides technology that improves, accelerates and measures software- and data-driven work on the desktop, driving performance in front-office, retail and back-office environments.