CUSTOMERS ARE ALREADY OMNICHANNEL…
WHY ISN’T THEIR EXPERIENCE?
87% of executives say they are struggling to provide efficient
and effective service across channels.
CUSTOMERS ARE ALREADY OMNICHANNEL
Communicating with your customers used to be so easy, when there was just the telephone. But over the past decade, things have become complicated for contact centers, as customers have become omnichannel with email, texting, chat, mobile, video and social.
THE OMNICHANNEL CONTACT CENTER CHALLENGE
The major challenge for contact centers keeping up with omnichannel customers, is the fact that there are two disparate platforms they rely on. The legacy telephony platform handles all of the outbound calls and routing, and typically is responsible for workforce management and overall SLAs; while the CRM platform manages digital communications, knowledge and workflow.
Trying to integrate these two platforms to enable the omnichannel contact center has been a pipedream, up until now.
THE OMNICHANNEL CONTACT CENTER SOLUTION - OPENMETHODS
OpenMethods’ industry leading SaaS platforms enable the omnichannel contact center by elegantly, quickly and deeply integrating communications and telephony platforms with Oracle Service Cloud.
Harmony is the industry leading SaaS platform creating a bi-direction integration of legacy communication platforms and the Oracle Service Cloud. Harmony’s media bar integrates all telephony applications right into the Oracle experience. While Harmony’s Queue adapters enable a universal queue of all interactions to maximize the ROI on legacy infrastructure investment.