Omni-Channel Customer Engagement Article

OpenSpan (News - Alert), a developer of enterprise software that assists with employee productivity and workplace automation, recently announced that it has partnered with eBay Enterprise, a provider of customer experience applications for businesses.

The partnership will primarily work toward the benefit of eBay (News - Alert) Enterprise and its in-house customer service agents. Those agents will now have the opportunity to benefit from the OpenSpan Automation portfolio, a collection of desktop automation tools, so they can better interact with clients.

eBay Enterprise Director of Operational Excellence Robin Gomez commented on the company’s commitment to improving its relationships and giving its agents the tools to improve their work.

“eBay Enterprise is committed to helping our clients build world-class customer relationships,” Gomez said. “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.”

For the agents in question, their jobs can offer challenges that others in similar positions may not see. This is because eBay Enterprise allows each agent to interact with multiple clients. Agents must learn about the internal workings of the company as well as the applications that specific clients use.

According to Gomez, this can pressure agents to learn about as many as 15 different applications, all in order to successfully interact with clients each day. Using OpenSpan tools, agents can now work smarter and have an easier time with their tasks. Everything from a single sign-on to increased information access can assist these processes and smooth the relationships between agents and clients.

Both OpenSpan and eBay Enterprise have expressed their delight with being able, respectively, to provide and utilize the automation tools in question.