CAMBRIDGE, Mass. – April 12, 2016 –Pegasystems Inc. (NASDAQ: PEGA), the software company empowering the world’s leading enterprises with strategic business applications, today 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 (CSRs) 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 (CRM) application suite and Business Process Management (BPM) platform. This acquisition unifies robotics and workforce analytics with case management and real-time analytics for the first time. Organizations 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.
While customer experience is at the top of every business agenda, employees are stuck navigating a hodgepodge of disconnected desktop applications. Removing these burdens frees CSRs and agents to focus their full attention on the customer. With Pega’s acquisition of OpenSpan, Robotics, CRM and BPM come together for the first time, giving organizations the power to:
- Identify workflow inefficiencies, finding hotspots that are impacting the customer experience.
- Automate desktop processes, weaving disparate applications together into a seamless process.
- Eliminate repetitive tasks through the combined power of Robotic automation and business process management.
OpenSpan solutions are deployed at many of the world’s leading financial services, insurance, telecommunications, and retail organizations. A list of clients and customer testimonials can be found at https://www.openspan.com/customer-success/customers/.
For more information on the acquisition, visit https://www.pega.com/openspan.
Pegasystems develops strategic applications for marketing, sales, service, and operations. Pega’s applications streamline critical business operations, connect enterprises to their customers seamlessly in real-time across channels, and adapt to meet rapidly changing requirements. Pega’s Global 3000 customers include many of the world’s most sophisticated and successful enterprises. Pega’s applications, available in the cloud or on-premises, are built on its unified Pega 7 platform, which uses visual tools to easily extend and change applications to meet clients’ strategic business needs. Pega’s clients report that Pega gives them the fastest time to value, extremely rapid deployment, efficient re-use and global scale. For more information, please visit us at www.pega.com.