TMCnet News
eBay Enterprise Optimizes Omnichannel Customer Experience Using OpenSpan Automation SolutionsOpenSpan (News - Alert) Inc., an industry pioneer in automation and intelligence solutions designed to gain insight into employee productivity, simplify transactions and engage employees and customers, today announced that eBay (News - Alert) Enterprise is leveraging OpenSpan solutions to drive process and technology improvements that enable agents to deliver world-class customer experience for eBay Enterprise's retail clients. Headquartered in King of Prussia, Pennsylvania eBay Enterprise is an innovation-driven provider of customer experience and customer service solutions for leading retail brands. eBay Enterprise partnered with OpenSpan to leverage OpenSpan Automation solutions, a portfolio of desktop automation and robotic automation solutions designed to automate, simplify and integrate applications and technologies to improve the way its contact center agents work. "eBay Enterprise is committed to helping our clients build world-class customer relationships," commented Robin Gomez, Director of Operational Excellence for eBay Enterprise. "Adopting OpenSpan within our business was part of a multi-year endeavor focused on transforming the customer experience using innovation to deliver new levels of efficiency and agent performance." eBay Enterprise uses a "Universal Agent" model, which means each contact center agent can handle customer interactions for multiple retail brands. To perform their jobs, agents are required to learn the eBay Enterprise internal systems, as well as client-specific applications. "Our agents sometimes have to interact with up to fifteen different systems to perform their jobs," commented Gomez. "To deliver the premier service our clients have come to expect from eBay Enterprise, we wanted to invest in technology that would improve the way agents interact with customers." "In our evaluation process, we looked at core capabilities, extensibility, management deployment and ease of use," said Gomez. "Given the diversity of the applications and systems across our company and our clients' technologies, we needed a solution with flexibility and robust integration capabilities. OpenSpan was our technology partner of choice for this project." "We are using OpenSpan to remove man of the pain points agents encounter in their day-to-day tasks," added Gomez. "Because OpenSpan does not require extensive coding, we're able to quickly adapt and build solutions to improve how agents perform their jobs. Take for example signing on at the beginning of a shift. Before OpenSpan, agents would have to log in to multiple systems one at a time. But now that we've introduced the assisted sign-on solution, agents can log in once. Simplifying tasks for our agents has, in many ways, become a motivating force and they are embracing OpenSpan solutions as a way to help them perform their jobs better." "Our goals are to empower our agents to work smarter, make servicing the customer easier and connect our systems and technologies to deliver world-class customer experience for each of our clients," said Gomez. "OpenSpan Automation enables us to quickly build connectivity across the disparate technologies we use and eliminate many time-consuming manual tasks." "For companies like eBay Enterprise that offer customer experience and contact center outsourcing solutions, OpenSpan can help optimize many different areas of their business," commented Eric Musser, Chief Executive Officer for OpenSpan. "The adoption of OpenSpan Automation at eBay Enterprise is an ideal example of how organizations can creatively apply this type of technology to increase performance and deliver differentiated service that brings added value to their clients." About eBay Enterprise eBay Enterprise is a global omnichannel commerce provider that delivers order management, store fulfillment, dropship, payments, and fraud protection and risk management solutions, and fulfillment, freight and customer care services. Hundreds of retailers and brands rely on eBay Enterprise to simplify commerce, connect supply to demand, and seamlessly integrate technologies, with speed and agility to increase profitability and customer loyalty. eBay Enterprise's integration with Innotrac Corporation has created one of the world's leading independent omnichannel commerce providers. Connect with eBay Enterprise at www.ebayenterprise.com. About OpenSpan OpenSpan (www.openspan.com) is an industry pioneer in automation and intelligence solutions that help bridge people, processes and technology to gain insight into employee productivity, simplify transactions and engage employees and customers. Leading FORTUNE 500 companies leverage OpenSpan's Desktop and Robotic Automation solutions to deliver faster, more seamless transactions that accelerate employee productivity and reduce customer effort while increasing operational efficiencies. Using OpenSpan Intelligence, these enterprises have a clear line of sight into workforce productivity to make more informed decisions regarding utilization and aligning human capital investments to production goals. To learn more about OpenSpan, visit www.openspan.com, or request a one-on-one demo with an automation expert - www.openspan.com/demo. View source version on businesswire.com: http://www.businesswire.com/news/home/20151201005240/en/ |
