1. OpenSpan for Telecommunications
Better Way to Work & Better Way to Manage

2. where people and technology meet
© 2006-2013 by OpenSpan, Inc. All rights reserved.

3. OpenSpan for Telecommunications
Telecommunications carriers face numerous challenges in today’s hyper-
competitive marketplace. In order to establish and maintain a position of
leadership, they must:
Differentiate based on superior customer experience.
Fundamentally reduce costs, with a focus on sustainable vs. isolated
cost reductions.
Maximize revenue by increasing Average Revenue Per Unit (ARPU).
Decrease customer churn.
Telecommunications leaders around the globe have discovered that
OpenSpan’s desktop automation and analytics software can help them
achieve the enterprise-wide operational efficiencies needed to fuel these
efforts.
© 2006-2013 by OpenSpan, Inc. All rights reserved.

4. Who uses OpenSpan
OpenSpan is used in virtually every industry, with Fortune 500 customers
in Telecommunications, Banking and Financial Services, Insurance, Retail
and Technology markets including:
Seven of the top global telecom/cable providers.
Three of the U.K. “Big Four” and four of the top six U.S. commercial
banks in the Fortune 500.
Three of the top six managed health plans in the Forbes Global 2000.
Three of the top five property and casualty insurers in the Fortune 500.
One of the world’s three largest computer hardware manufacturers.
Two of the top five U.S. food and drug retailers in the Fortune 500.
© 2006-2013 by OpenSpan, Inc. All rights reserved.

5. OpenSpan has the proven
capabilities and expertise
to help telecom
companies of all sizes
achieve these objectives.
© 2006-2013 by OpenSpan, Inc. All rights reserved.

6. Customer Experience
Client Project:
A U.S. provider of wireless voice, messaging and data services
automated several CSR processes and added a desktop toolbar
that aggregates customer information from multiple systems to
give contact center agents a 360 customer view.
Project Results:
The streamlined user interface has resulted in a significant
productivity increase. By automating 22 different steps, average
handle time (AHT) dropped from 360 seconds per call to 120
seconds per call.
With fewer manual steps to perform and faster access to
customer data, CSRs are able to engage with the customer on a
deeper level, increasing customer satisfaction.
© 2006-2013 by OpenSpan, Inc. All rights reserved.

7. Cost Reduction
Client Project:
A leading telecommunications provider automated several
time-consuming manual processes that unnecessarily
protracted call length, such as updating customer records across
multiple applications and capturing customer case notes for
each interaction.
Project Results:
The client’s solutions were developed and deployed to more
than 14,000 contact center agents in just four months by a small
IT team with a minimal service investment.
The client reduced average handle time (AHT) on every call by
more than nine seconds. Based on call volume at the time of
deployment, this was projected to save the company more than
$18 million annually.
© 2006-2013 by OpenSpan, Inc. All rights reserved.

8. Reduce Fraud Risk
Client Project:
Using OpenSpan Desktop Analytics, a leading telecommunications
provider analyzed call routing and workflow data and determined
that, due to staffing shortages, almost 40% of their callers were
being overflowed to a general queue and thus weren’t receiving
“valued account” service or special retention offers.
Project Results:
Applying these insights in forecasting, the client balanced
staffing levels to ensure valued accounts were being handled by
the appropriate CSR team.
The customer estimates retention improved by as many as 1,500
customers per month, resulting in over $20 million annually in
revenue for the organization.
© 2006-2013 by OpenSpan, Inc. All rights reserved.

9. Improve Revenue/ARPU
Client Project:
Sales volume is a primary KPI for this outsourcer, a provider of
customer acquisition, provisioning and account management services
for a Fortune 500 carrier. Yet cumbersome processes, often involving
up to 17 different apps, extended agent training and inhibited sales
opportunities during customer calls.
Project Results:
The customer deployed internally developed sales center process
automations—complete with a streamlined agent desktop
interface—within 60 days after OpenSpan training, and without
additional outside services.
They report faster onboarding for new agents, with new agents
delivering higher performance than previously documented.
Their 800-agent team saw an average 8% initial lift in sales, with
sales of some complex products increasing as much as 90%.
© 2006-2013 by OpenSpan, Inc. All rights reserved.

10. © 2006-2013 by OpenSpan, Inc. All rights reserved.

11. © 2006-2013 by OpenSpan, Inc. All rights reserved.