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OpenSpan Announces Availability of OpenSpan Activity Intelligence

OpenSpan Announces Availability of OpenSpan Activity Intelligence

October 31, 2013
By Nathesh, TMCnet Contributor

OpenSpan, a provider of worker optimization, activity management and automation solutions, says that the newly launched SaaS (News - Alert)-based OpenSpan Activity Intelligence can help companies have a complete view into their worker activity everywhere and derive actionable insights about operational efficiency, risk and compliance management, customer satisfaction, performance and more.


“The contact center and front and back offices are three of the most instrumented business units of the enterprise when it comes to capturing and analyzing metrics,” said Damon Lockwood, chief technology officer at OpenSpan (News - Alert). “There are infinite data points within these environments that could be tracked, but most do not provide a true reflection of what is happening with customer interactions and transactions. OpenSpan Activity Intelligence addresses this deficiency with near real-time analytics from worker transactions and interactions down to the level of the click stream activity.”

With OpenSpan’s new solution, activity intelligence tracked and collected from the desktop can be queried based on enterprise-defined metrics from which analysis can be done to further performance. These queries are supposedly stored in a symbolically coded format, providing more robust, agile performance than row-based storage.

The solution makes use of a secure, single-tenant architecture to process data and the stored data can be aggregated and presented in report formats that are highly flexible and compatible with systems employed by the users.

Hosted on Amazon Web Services (News - Alert), OpenSpan Activity Intelligence does not demand any hardware or any other on-site infrastructure and is affordable to companies of all sizes.

Recent estimates have indicated that applied analytics solutions used on customer-facing areas to further performance will attract billions of dollars in investments, and OpenSpan Activity Intelligence is ideally designed to deliver a more actionable approach by analyzing desktop activity as a means to have rapid impact in these critical areas.




Edited by Rory J. Thompson



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