PEGA RPA acquisition of Open Span: An overview

Open Span offers advanced robotic automation and workforce analytics technologies. Then complement and strengthen PEGA systems’ Customer Relationship Management (CRM) technology suite. It’s Business Process Management (BPM) platform, is operating on more than 200,000 desktops. This is a leading global company. For the first time, this acquisition unifies robotics and workforce analytics. This is with case management and real-time analytics. Organizations will experience the advantages of an integrated desktop quickly. Then exploit their experiences and cost savings to rapidly transition. This is into a fully unified CRM solution.

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Open Span acquisition with PEGA

Pega Systems, an enterprise software provider, has acquired robotic process automation (RPA). This also has Open Span, a workforce analytics company.

The merger aims to boost employee efficiency and, as Open Span RPA technology. Customer engagement will allow employees to concentrate their resources. This is on customer experience rather than repetitive desktop tasks. This is by combining Open Span capabilities. Besides, it is with Pega systems’ Customer Relationship Management (CRM) and BPM.

PEGA service

Although customer service continues to grow to the top of any business agenda. This is while attempting to engage with consumers. CSR on the front lines forced to navigate a hodgepodge. This consists of disconnected desktop applications. Distracted CSRs spend time flipping between hundreds of various customer data. This is in input or analysis programs. This is which frustrates both the consumer and the CSR. The program from Open Span offers insight into the desktop environment of CSR. This is as well as streamlines and simplifies the desktop. Then enabling CSRs to concentrate their full attention on the client. This opens up new ways of leveraging complex CSR processes for organizations. This includes the ability to the following.

Identify workflow inefficiencies:

As a first move, organizations should test their employee workflows rapidly. Then more efficiently to discover hidden hotspots. This trigger customer experience disruption, such as needless and error-prone rekeying of data. This is through many many apps. This visibility helps to recognize inefficient processes. Thus, to digitally turn their activities that may be prime candidates for robotics.

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Automate desktop processes:

Desktop applications running in a single seamless process. This is will now benefit CSRs suffering from ‘app overload’-moving data. This is between applications where APIs do not exist. In weeks, solutions can deploy, simplifying the employee experience efficiently. This is which leads to a stronger customer experience.

Reduce routine tasks:

Without the need for human interaction, many high-volume, low-complexity tasks typically perform. This is by workers can now automate outside of customer service. Robotic process automation allows these processes to run unattended. This is from reviewing claim information to upgrading transaction systems. This is by further freeing representatives to fulfill their clients’ needs.

Production of RPAs may be a burden.

By building simplified automation, citizen developers will ease this burden. Working with processes based on several legacy systems. But, can become difficult, leaving citizen developers struggling. This is to automate too complex or constantly evolving applications.

With manual application control, these can be recognized on the front-end, for technical developers. This is who often try to create robust automation at scale, are bury.

And the bot breaks when you only want to modify the application UI code or layout. The manual setup has to be redone entirely. On top of a mess, it’s a mess.

When it comes to making bots, you don’t have to choose between power and effectiveness. X-ray Vision, part of an RPA solution from Pega RPA, gives you both.

X-ray vision

It is a proprietary method powered by AI. This automates device control recognition. Automation can design more rapidly and more resiliently. This is as well as having less technological knowledge.

At the application object stage, PEGA’s proprietary RPA technology. This automates for faster and more precise automation. X-ray Vision is on that technology, further changing the game of automation creation.

Enabling citizen developers to create more by dramatically reducing the need. This is for the technical expertise required to build automation.

Reducing automation time by removing manual detection. Thus, transferring automation to order to more rapidly solve market problems

By seeing when the controls of an automated application change. Thus, adjust to those changes, removing broken bot syndrome. So that bots do not break as frequently.

Complex features

Getting smarter through training through learning about the complex features of automated applications. It increases the response time to changes in apps and resilience to automation

X-ray Vision has an unparalleled strength and performance mix. This removes the burden of recognition of controls. Then uses AI and machine learning for self-learning, resilient automation. Thus, it can respond to business speed changes.

With the acquisition of Open Span, PEGA systems have introduced more dimensions. Open Span is a forum for desktop automation and analytics software. Thus, helps increase the performance of frontline and back-office employees. By automating repetitive desktop operations, OpenSpan uses robotic automation. This is to improve the productivity of customer service representatives. This Open Span software operates with telecommunications, financial services, insurance. Then retail companies on more than 200,000 desktops. This is to transform their companies into customer service machines.

This technology uses PEGA systems to develop its product suite. The business process management (BPM) application for customer relationship management (CRM). Open Span has three main offerings.

1. Intelligence Job Force (WFI)

In an organization, WFI helps to learn more about an employee to know how much time he spends on an application. This records all the tasks performed by the worker on his screen. It keeps track of different details. Besides, it is the amount of time spent on each application, type, and employee’s idle time. This allows an organization’s manager to check the job. It also improves the productivity of the employee.

2. Automation for Robotic Desktop (RDA)

Employees open separate apps on their desktops in most companies. For instance, they open a math calculator, notepad to add some notes, mailbox to check emails. Organization-specific software to manage their clients, to connect excel sheets to their network. This is to prepare their balance sheets, etc. Managing all the apps is annoying.

There is a support of Robotic Desktop Automation (RDA). This has all the apps they want that can automatically sign in with a single click. Thus, the order of all the applications rearranges as needed by the user. Acts as a private robot and improves the efficiency of a customer. This is by removing all these mundane duties.

3. Automation of Robotic Processes (RPA)

In every organization, most workers have to carry out mundane and repetitive tasks. Such activities do not need any human decisions and are procedures that take time. This could cause the workers to be upset. One example might be to manually copy the data. This is from one application to many different apps. Since these applications could be from different suppliers sitting on the same desktop.

These tasks can automate it with the help of RPA and the system can take care of them for us. This leads to efficiency and productivity growth.

PEGA is working to incorporate these features into all its products. Then has also introduced PDN courses on these state-of-the-art technologies.

By acquiring Open Span, PEGA has taken a giant step in moving towards robotic automation. All the new PEGA releases will have more robotic automation. It provides functionality in the future.


You may need a full CRM solution that not only helps drive and boost customer loyalty. But also automates end-to-end routine tasks. Today, we can tell them that we are the only business that can offer this. You can learn more about RPA through PEGA RPA Training.

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