Telcos OpenSpan has announced that seven telecommunications companies have implemented the OpenSpan Platform. Currently deployed to more than 40,000 contact center agent positions, OpenSpan reportedly enables telecommunications organizations to integrate a range of legacy applications, improve agent productivity, increase data accuracy, reduce call time and enhance overall customer satisfaction.

With OpenSpan, telecommunications organizations are integrating mainframe, Windows, Java, Web and other applications on the agent desktop to:

• Automate manual processes for agents;
• Provide access to customer data;
• Improve data accuracy and eliminate time spent toggling between or navigating applications;
• Auto-generate notes to capture complete customer activity and automate call activity logging to deliver customer alerts and meet compliance requirements; and
• Build composite applications or application bars that streamline processes and provide a 360-degree customer view.

The OpenSpan Platform is reported to simplify integration with other applications by automating cumbersome workflows across applications, adding or restricting functionality to support changing business needs and optimizing user interfaces for call center agents.