OpenMethods

Service Creation Simplified

A service creation environment focused on voice - OpenVXML is a leading platform for the creation and management of innovative voice applications. Taking Service Creation development to new levels with the implementation of a GUI based development interface. OpenVXML makes it easy for anyone to develop an IVR. You just simply, Drag and Drop.

Enterprise Systems Management

OpenVXML Enterprise Server is a voice service hosting platform created for the enterprise. Built from the ground up to be fault tolerant and highly scalable, OpenVXML ES delivers the robustness and performance needed in today's changing business world. The Management console provides an intuitive GUI view of the entire platform. View currently deployed applications, provision new applications, or monitor overall platform health. The flexible nature of the OpenVXML ES component architecture allows for a wide variety of deployment options from a simple single server to a multi-site clustered environment.

Open Source

OpenVXML is built on Eclipse Platform, Eclipse is one the largest and best organized open source communities available today. Being Eclipse based allows easy integration to the entire Eclipse project repository as well as any Java library that is available for use. This means virtually unlimited flexibility. By combining the extensibility of Java, with the power of a large and growing development community, OpenVXML is continuing to be used across the globe as a standard tool for voice application development.

RightNow CRM and Genesys CTI Integration

OpenMethods provides a bridge between the Genesys Universal Queue and RightNow CRM. Our solution provides integration between Genesys and RightNow using a "smart" client-server based middleware solution. It is designed for both on-premise and MSP models. Customers can realize fully integrated contact center features with less cost, time, and complexity.

Integration Server

OpenMethods Integration Server is a Java-based server component that runs within a portable light-weight Eclipse OSGI container. Powered by Genesys Agent Interaction Layer, the Integration Server, which is optimized for MSPs and Contact Center On-Demand types of deployment, is the core that handles all the CTI related interactions (Telephony and Multimedia) and communicates to its clients using an XML messaging optimized for performance.

Features

• Deployable in a multi-server configuration for maximum scalability and redundancy (N+1, N+X, or 2N Architecture).
• Ability to customize for new or enterprise specific requirements.
• Support up to thousands of agents per server depending on call metrics.
• Support for Single, Multi, or Hosted site configurations.
• Support for Genesys Management Layer control and monitoring.
• Zero touch agent configurations (utilizes CTI systems and RNT custom fields).
• Third party application subscription capabilities for CTI and agent performance data.
• Built on OSGI technology.

Empowering The Agent

We provide agents with a single interface for all of their communications needs, and provide them with the ability to seamlessly integrate into the RightNow desktop applications with the available CTI messaging relevant to the agent's current interactions. The Media Bar allows for different modes of use and significantly reduces the time spent on mouse clicks and switching between desktops. The Media Bar is also capable of leveraging the rules engine within the RightNow CRM to enable customized screen-pop, agent interaction rules, as well as, scripting for up-sell and cross-sell; all with minimal configuration.

Technology

Built on the .Net Platform and using the RightNow Connect APIs, the Softphone Media Bar is designed to enhance the agent's communications experience in a contact center environment. It allows agents to be connected and manage their desktop interactions with a comprehensive suite of Multi-channel and CTI features.

Features

• AIL Connection to Genesys CIM Platform
• Connection to Multiple Servers for N+1, N+X, or 2N redundancy
• Login / Logout
• Dial / Answer / Release
• Call Transfer and Conference (Mute, Blind and Single-Step)
• Ready / Not Ready / ACW
• User Data view
• Hold / Retrieve
• Delete from Conference button
• Configurable Deployment and Screen-pops
• Ability to handle Telephony, CTI and Open Media Interactions