What is OpenSpan?

OpenSpan, now part of Pega, is a Robotic Process Automation (RPA) tool designed to streamline and enhance business processes by automating repetitive tasks. It focuses on enabling organizations to improve efficiency, reduce operational costs, and enhance customer service through intelligent automation. OpenSpan integrates seamlessly with existing systems, allowing businesses to bridge gaps between legacy applications and modern software solutions. The tool is particularly beneficial for organizations looking to optimize their workflows without overhauling existing infrastructure.

Features

OpenSpan offers a robust set of features that cater to various automation needs within organizations. Here are some of the key features:

1. Attended RPA

OpenSpan allows bots to work alongside human employees, enhancing productivity without replacing the human touch. This feature is ideal for customer-facing roles, where agents can receive assistance from bots in real-time, ensuring faster and more accurate service delivery.

2. Low-Code App Factory

The low-code app factory enables users to create automation solutions with minimal coding experience. This feature empowers business users to develop applications and automation workflows quickly, reducing the dependency on IT teams.

3. Chatbots and Virtual Assistants

OpenSpan includes capabilities for creating chatbots and virtual assistants, which can handle customer inquiries, provide support, and facilitate transactions. These AI-powered tools enhance customer engagement and streamline communication.

4. AI-Powered Decisioning

The tool leverages artificial intelligence to make informed decisions during automation processes. By analyzing data and learning from interactions, OpenSpan can optimize workflows and improve outcomes over time.

5. Text Analytics

OpenSpan offers text analytics capabilities that allow organizations to extract insights from unstructured data. This feature is particularly useful for understanding customer sentiment and improving service delivery based on feedback.

6. Integration Capabilities

One of OpenSpan’s standout features is its ability to integrate with a wide range of legacy systems and modern applications. This integration capability eliminates silos and ensures a smooth flow of information across different platforms.

7. Continuous Transformation

OpenSpan is designed to support organizations on their continuous transformation journey. It helps businesses adapt to changing market conditions and evolving customer needs through ongoing automation improvements.

8. Security and Compliance

The tool adheres to high-security standards, ensuring that sensitive data is protected during automation processes. OpenSpan also supports compliance with industry regulations, making it suitable for industries with stringent data protection requirements.

9. Scalability

OpenSpan is built to scale with the organization’s needs. Whether a business is looking to automate a few tasks or an entire department, OpenSpan can grow alongside the organization, accommodating increased workloads and complexity.

10. Comprehensive Support and Training

OpenSpan offers extensive support and training resources to help organizations maximize their use of the tool. This includes product documentation, training sessions, and customer support to address any issues that may arise.

Use Cases

OpenSpan can be applied across various industries and business functions. Here are some common use cases:

1. Customer Service Automation

Organizations can use OpenSpan to automate routine customer service tasks, such as handling inquiries, processing transactions, and managing customer data. This allows agents to focus on more complex issues, improving overall customer satisfaction.

2. Data Entry and Management

OpenSpan can automate data entry processes by extracting information from various sources and inputting it into the appropriate systems. This reduces errors and frees up employees to focus on higher-value tasks.

3. Claims Processing in Insurance

Insurance companies can leverage OpenSpan to automate claims processing. Bots can gather necessary information, validate claims, and communicate with customers, significantly reducing processing times and improving accuracy.

4. Financial Reporting

Finance departments can use OpenSpan to automate the collection and analysis of financial data. This leads to faster reporting cycles and more accurate financial insights, enabling better decision-making.

5. Human Resources Operations

OpenSpan can streamline HR processes such as onboarding, payroll processing, and employee data management. By automating these tasks, HR teams can focus on strategic initiatives that enhance employee engagement and satisfaction.

6. Healthcare Administration

Healthcare organizations can utilize OpenSpan to automate administrative tasks, such as patient data management, appointment scheduling, and billing processes. This improves operational efficiency and allows healthcare professionals to focus on patient care.

7. Supply Chain Management

In supply chain operations, OpenSpan can automate inventory management, order processing, and logistics coordination. This leads to reduced operational costs and improved supply chain visibility.

8. Sales and Marketing Automation

Sales and marketing teams can benefit from OpenSpan by automating lead generation, customer outreach, and data analysis. This enhances campaign effectiveness and drives revenue growth.

Pricing

Pricing for OpenSpan varies based on several factors, including the size of the organization, the number of bots required, and the specific features needed. Typically, RPA tools like OpenSpan operate on a subscription model, with costs associated with licensing, implementation, and ongoing support. Organizations interested in OpenSpan should contact the sales team for a customized quote based on their unique requirements and use cases.

Comparison with Other Tools

When comparing OpenSpan to other RPA tools in the market, several unique selling points emerge:

1. Integration with Legacy Systems

OpenSpan excels in integrating with legacy applications, which is often a significant challenge for organizations. Many RPA tools struggle to connect with older systems, but OpenSpan's capabilities allow businesses to leverage existing infrastructure while modernizing their processes.

2. Attended vs. Unattended RPA

While many RPA solutions focus on unattended automation, OpenSpan's emphasis on attended RPA allows for a more collaborative approach between bots and human employees. This is particularly beneficial in customer service environments where human interaction is crucial.

3. Low-Code Development

OpenSpan's low-code app factory stands out in a crowded market, enabling rapid development of automation solutions without extensive coding knowledge. This democratizes automation, allowing more employees to contribute to process improvement.

4. AI-Powered Decisioning

The integration of AI in OpenSpan enhances its decision-making capabilities, making it more intelligent than many competitors. This allows for adaptive automation that improves over time based on data analysis and learning.

5. Comprehensive Support and Training

OpenSpan provides extensive training and support resources, which can be a differentiating factor for organizations looking to maximize their investment in RPA. This commitment to customer success is often highlighted as a key advantage.

FAQ

1. What industries can benefit from OpenSpan?

OpenSpan is versatile and can be applied across various industries, including finance, healthcare, insurance, retail, and manufacturing. Any organization looking to automate repetitive tasks and improve efficiency can benefit from its capabilities.

2. Is coding knowledge required to use OpenSpan?

No, OpenSpan features a low-code app factory that allows users with minimal coding experience to create automation solutions. This empowers business users to develop workflows independently.

3. Can OpenSpan integrate with existing systems?

Yes, one of OpenSpan's key strengths is its ability to integrate seamlessly with both legacy systems and modern applications, facilitating a smooth flow of information across different platforms.

4. What type of support does OpenSpan offer?

OpenSpan provides comprehensive support, including product documentation, training sessions, and customer service to assist organizations in maximizing their use of the tool.

5. How does OpenSpan ensure data security?

OpenSpan adheres to high-security standards and supports compliance with industry regulations, ensuring that sensitive data is protected during automation processes.

6. Is there a trial version available?

Yes, OpenSpan offers a free trial for organizations interested in exploring its features and capabilities before committing to a purchase.

In conclusion, OpenSpan is a powerful RPA tool that enables organizations to automate repetitive tasks, enhance efficiency, and improve customer service. With its robust features, diverse use cases, and unique selling points, it stands out as a valuable solution for businesses looking to embark on their automation journey.