Bringing BPM to the Call Center with User Process Management

Presented by

Eric Musser, CEO - Openspan

About this talk

OpenSpan CEO Eric Musser explains how OpenSpan brings BPM to the call center with User Process Management. Every day, high performance contact centers around the globe improve agent productivity and save millions by using OpenSpan to: -Monitor exactly what agents do in virtually any application, -Analyze inefficiencies, identify bottlenecks and compliance risks, and -Automate manual processes that cost time and money. Using OpenSpan, call centers can improve AHT and FCR, increase call center capacity, eliminate errors, reduce agent training time and propagate best practices across the front line. OpenSpan is deployed on more than 120,000+ desktops worldwide and supports more than one billion call center interactions per year. To learn more about improving agent performance, or to download the free OpenSpan Studio development environment, please visit

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