CRM provider aligns robotics and workforce analytics

Apr 22, 2016 • News • CRM • Future of FIeld Service • Robotics

Pegasystems Inc. a software company delivering strategic business applications to a number of leading enterprises have recently 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 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 leading global enterprises, OpenSpan provides advanced robotic automation and workforce analytics capabilities that complement and enhance Pegasystems’ Customer Relationship Management application suite and Business Process Management platform.

“Organisations are under tremendous pressure to transform their businesses into customer service machines to meet the new demands of digital customers,

This acquisition unifies robotics and workforce analytics with case management and real-time analytics for the first time. Organisations 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.

“Organisations are under tremendous pressure to transform their businesses into customer service machines to meet the new demands of digital customers,” said Alan Trefler, founder and CEO, Pegasystems. “We’ve already seen the power of Pega and OpenSpan working together to help our clients with their digital transformation initiatives. We believe OpenSpan’s cutting-edge robotics, workforce analytics, and process automation capabilities, combined with Pega’s leading process and real-time analytics, supports an emerging era of intelligent automation working in concert with people to deliver a better customer experience.”

Meanwhile Eric Musser, CEO, OpenSpan commented:

“Over the past 11 years, we’ve built a highly successful organisation that has helped introduce the power of robotics and desktop intelligence to mainstream business,”

“But this is just the tip of the iceberg of what analytics and robotics can really do. By integrating with Pegasystems’ proven applications and platform, we believe we can advance robotic automation and desktop analytics in exciting new directions that will change the way businesses interact with their customers.”