OpenSpan Announces Record-Breaking 2012 Performance

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Innovation-Centric Enterprises Invest in Desktop Automation and Analytics to Deliver World-Class Performance and Drive Call Center and Back Office Efficiency Gains

OpenSpan solutions streamline the interactions between users and technology, allowing each and every worker to focus on the high-value activities that are critical to driving customer satisfaction and superior service.

OpenSpan, Inc., a provider of innovative user optimization, activity management and automation solutions, today announced its 2012 year-end results, noting record-breaking performance and significant customer wins.

For fiscal year 2012, OpenSpan saw record revenues with overall revenues increasing 69 percent, with over 130 percent growth in software license revenue compared to 2011. This growth fueled an increase in product development spend by more than 100 percent, while maintaining record profitability and positive cash flow. Further, the company relocated its global headquarters to a new office in North Atlanta, Georgia to account for the company’s more than 45 percent workforce expansion.

OpenSpan attributes its record-breaking financial success to the increased adoption of desktop automation and analytics solutions by companies across all industries – banking, insurance, retail and healthcare – that seek technology that simplifies desktop processes and the user experience. These solutions allow call center and back office workers to focus on high value activities and eliminate costs associated with process inefficiencies or errors.

By optimizing people and technology – the two largest investments made by customer-centric enterprises – OpenSpan solutions deliver unparalleled insight into the real-time activity of workers and agents. This empowers managers to more effectively manage by driving intra-day improvements to back office transaction processing and contact center interactions.

Agents and workers have long struggled to manage their work environment because of burdensome manual tasks, navigating between disparate systems and applications, and manually capturing key customer data at the point of interaction; OpenSpan's Better Way to WorkTM solution quickly solves these issues, delivering immediate operational and performance improvements via desktop automation.

"Another notable market trend is the uptake of user process automation and analytics solutions for back office operations,” commented Eric Musser, CEO for OpenSpan. "A largely untapped area for optimization in the enterprise, back office management is gaining visibility into transaction activity and analyzing processes to boost efficiencies that impact productivity and bottom-line results. OpenSpan customers in the back office are seeing demonstrable in-year returns as they implement the OpenSpan Better Way to ManageTM solutions."

“Our focus is to deliver solutions that ensure our customers realize the highest performance from their work groups,” added Musser. “OpenSpan solutions streamline the interactions between users and technology, allowing each and every worker to focus on the high-value activities that are critical to driving customer satisfaction and superior service.”

For 2012, OpenSpan deployed solutions to call centers and back office environments – scaling to employee work groups of more than 25,000. Deploying OpenSpan solutions in 2012, best-in-class call centers reported an 18 percent average improvement in efficiency, while back office operations experienced efficiency gains by more than 28 percent. OpenSpan optimized over one billion interactions in call centers across financial services, telecommunications, retail and other FORTUNE 500 companies.

“Enterprise executives understand the criticality of customer service and realize that driving performance improvement in these contact center and back office environments has significant impact on customer acquisition, retention and growth,” concluded Musser. “We believe that the large hourly transactional workforce in call centers and back office operations has the greatest ability to impact these key company objectives. OpenSpan solutions deliver a world-class approach to creating efficiencies and deriving higher value customer interactions.”

About OpenSpan
OpenSpan provides technology that improves, accelerates and measures software- and data-driven work on the desktop, driving performance in front-office, retail and back-office environments. A Better Way to Manage™ solutions including OpenSpan Desktop Analytics, captures all desktop activity to measure worker performance and work outcomes. Organizations then use OpenSpan’s Better Way to Work™ solutions including OpenSpan Desktop Automation to build and implement user process improvement or process automation solutions across enterprise applications. The OpenSpan solutions require no changes to IT architecture or mission-critical applications, providing rapid development and deployment, agile response to changing business needs, and continuous, iterative improvement. OpenSpan customers include Global 2000 organizations in financial services, insurance and telecom, among other industries. Customers report exponential ROI through increased productivity, improved efficiency and enhanced customer experience. The privately held company is based in Atlanta, GA. For information, visit

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