Wednesday, January 18, 2012

Contact Centers lead Desktop Automation drive

OpenSpan is the worlds leading provider of Desktop Automation software. Primarily and originally built for innovative contact centers who seek to improve agent performance, OpenSpan today is now leading the charge in back office desktop automation as well.

There are a few other players in this space and we think they just play at automation anyway. In fact, I look forward to the day when we could all be on a panel and pitch our technologies against one and other.  Head to head. Now there's a challenge I'm laying down! For now, I'll take the 100's of OpenSpan wins as a credit to those real head to head situations :)

You see, where other companies claim to do desktop automation, OpenSpan really does do it. Our technology runs inside the applications that actually run on the desktop and can automate virtually anything a user can do with the application. OpenSpan can monitor (Desktop Analytics) and control (Desktop Automation) applications without source code and no change to any business logic. And, it can all be done from a single visual desktop designer! The competitors will have you believe this is what they do as well. However, what they actually do, is sit on top of the applications, and only the simple ones at that, and try to determine whats going on. Not by getting inside them as OpenSpan does but by effectively screen scraping. This limits what they can do, to simple field to field copy with little to no full blown robust automation.

In fact, the OpenSpan technology is so powerful in the way it interacts with your live applications, it can, in real-time, control that application's user interface (UI) in the same way the originally programmer of that application could! Securely and robustly. In effect, not only can OpenSpan determine what tasks a user is doing, we can automate the entire process as well.

So, when you have decided that the huge reduction in call times and task times is something your company needs, take a look at the competitors first. It won't take long and we'll show you why, when we do go head to head with these companies, OpenSpan's technology is superior and more advanced for many many reasons.



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