This acquisition unifies robotics and workforce analytics with case management and real-time analytics for the first time. Organizations can quickly experience the benefits of an integrated desktop and leverage their insights and cost savings to transition effectively into a fully-unified CRM solution.
Pegasystems Inc has announced the acquisition of Atlanta, GA-based OpenSpan, Inc., a privately held software provider of robotic process automation (RPA) and workforce analytics software. OpenSpan uses robotic automation to ease the burden on customer service representatives (CSRs) by automating routine desktop tasks, thus increasing employee productivity and job satisfaction.
By providing insight into desktop activity and automating or eliminating repetitive, time-consuming tasks, OpenSpan frees agents to focus their energy on delivering exceptional customer experience while also helping to lower operational costs.
Running on more than 200,000 desktops at global enterprises, OpenSpan provides advanced robotic automation and workforce analytics capabilities that complement and enhance Pegasystems’ Customer Relationship Management (CRM) application suite and Business Process Management (BPM) platform. This acquisition unifies robotics and workforce analytics with case management and real-time analytics for the first time. Organizations can quickly experience the benefits of an integrated desktop and leverage their insights and cost savings to transition effectively into a fully-unified CRM solution.
While customer experience continues to rise to the top of every business agenda, CSRs on the front lines are forced to navigate a hodgepodge of disconnected desktop applications while they try to engage with customers. Distracted CSRs waste time toggling between dozens of different apps to input or review customer data, which frustrates both the customer and the CSR. OpenSpan’s software provides insight into the CSRs desktop environment as well as streamlines and simplifies the desktop, allowing CSRs to focus their full attention on the customer.