openspan poc

OpenSpan Proof of Concept

OpenSpan POC Use Case Overview

• Auto Login functionality• Unified Composite View• Account Inquiry Across Web CSR and

Salesforce.com• Authenticate Caller• Get Specific Account Details• Create New Salesforce.com Contact Record• Create New Case in Salesforce.com and Web CSR• Auto Notes – Call Wrap up

2

Auto Login

• Improve agents’ initial setup times• Streamline login process• Stage applications within the desktop workspace

3

Unified Composite View

• Provide a 360 view of the customer• Data from multiple disparate applications • Quick Link Buttons for specific business processes

– Get Consolidates notes history– Create new case

4

Streamline Account Inquiry Process

Eliminate:• Copy and Paste• Rekeying of Data• Toggling Applications

5

Reduce:• AHT• Processing Time• Training Time

Increase:• Accuracy• Compliance

Authenticate Caller

• Enforce compliance to authenticate a caller• Log values used for authentication• Govern the business process flow

6

Consolidated Account Details and Notes

• Simplified view of customer data: History, All Accounts, Specific Account Details

7

Create New Salesforce.com Contact Record

8

• Auto create Salesforce.com contact records when one does not exist

• Maintain data integrity across legacy applications• Eliminate repetitive data entry

Create New Case in Multiple Applications

• Reduce process times to create new case records and update other legacy applications

• Ensure proper data values are notated correctly while maintaining a consistent format

9

Auto Notes – Call Wrap

• Auto-append notes to System of Record(s)

• View notes in Composite GUI• Maintain consistent note formats• Audit trail for day’s work

• Reduce call wrap up times• Eliminates data entry• Eliminates errors• Forces process adherence• Accurate System of Record

10

POC “Quantified Impact” Metrics

ProcessBefore

KeystrokesBeforeTime

OpenSpanKeystrokes

OpenSpanTime

Total Savings(Time and %)

Startup/Login 65 54 14 12 42 78%

Acct Inquiry/Authentication

10-28 28 10 16 12 43%

Notes 27+ 26.3 31 + 11.3 15 57%

View Notes 7 30 1 8.5 21.5 72%

Create New Case

75 + 59 30 25 34 58%

Call Wrap upLots of

keystroke59 1 2 57 97%