Three Ways Process Automation Skyrockets Agent Productivity

May 13, 2022CX0 comments

OpenMethods Blog

Three Ways Process Automation Skyrockets Agent Productivity

May 13, 2022 | CX

By: Erin Casto
Product Marketing Manager

In 2022, toggling back and forth between multiple applications to perform a task isn’t an uncommon workflow.

But what if there was a way to streamline workflows into a single application and dynamically display information based on the task?

Keep reading to learn about how unifying disparate applications and minimizing agent effort can net higher CSAT and reduce agent effort.

Streamline Complex Workflows

Chances are, your agents use niche applications to perform specific tasks. And these applications are good – they have great reporting, easy-to-understand UIs, and compliment other applications in your technology stack. As standalone applications, they’re perfect. But when you need to toggle between several standalone applications, the cracks in the processes begin to show. The answer isn’t to get rid of any of these applications, but instead to create an invisible workflow that weaves the processes and interfaces into a single application. Create workflows that use contextual triggers to empower your agents to personalize interactions and optimize CX.


The impact of this solution is huge – in fact, we see a 60% reduction in customer effort when agents are equipped with better solutions to their everyday tasks.

Put the right info in front of your agents

Customers contact you for a variety of reasons. Maybe they want an update on the status of an order, or maybe they’re contacting you about a payment, or maybe they want to talk to someone about upgrading their current service plan. Whatever the reason, your CMS probably has a ton of information about the customer, but it’s up to your agents to determine what information is relevant. This can lead to a lot of hold time while your agents check multiple systems for the info they need, and frustrated callers who just want an answer to their question.


Instead of jumping in and out of CRMs, inventory management systems, billing apps, and other third party applications, you can weave the threads of the customer journey into a single interface using PopFlow’s Dynamic UI. You could see agent productivity increase as much as 11%.

Enter once, update everywhere

Complex workflows typically require users to manually copy and paste information from one system into another. It’s an imperfect process that acts as a workaround for updating multiple, disparate systems. It works – but it’s manual, cumbersome, and kind of annoying. To circumnavigate this, many of our clients leverage a custom form that pulls information from multiple systems into a single interface. From here, agents can update existing records in multiple applications, or even create new items in each application.

The takeaway

The formula for exceptional CX is simple: Effortless Interactions + Effective Agents. Leveraging process automation tools helps remove barriers such as ineffective workflows and repetitive applications so agents are empowered and productive.

See It In Action!

If you are interested in learning more about OpenMethods and our ability to reduce your agent’s handle time, increase the overall experience from both the agent and consumer end. Don’t hesitate to get in touch with us. We’d be happy to show you.

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Latest Posts

Welcome to the Revolution in

CX Real-Time Process Automation

OPENMETHODS’ CX RPA PLATFORM
SUPERCHARGES CRM FOR CONTACT & SUPPORT CENTERS

AGENTS SUFFER WITH ENDLESS REPETITIVE TASKS

Which leads to waiting, mistakes, upset customers,
and ultimately bloated costs

AGENTS SUFFER WITH ENDLESS REPETITIVE TASKS

Which leads to waiting, mistakes, upset customers,
and ultimately bloated costs

OpenMethods’ CX Realtime Process Automation (RPA)
AUTOMATES THE WASTEFUL MUNDANE

Saving time, money, and customers

OpenMethods’ PopFlow CX RPA Platform

Personalize your
Customer Interactions
Create a Repeat-Free Customer Journey
Save $300+ per
Agent per Month
Implement
in Days

Unify your

Desktop, Communications
& Experience

OpenMethods’ PopFlow CX RPA Platform and Harmony OMNI deeply integrates CRM with traditional communications platforms such as Genesys, Cisco, Avaya and others to create a unified agent desktop and universal queue.

Supercharge your

Agents & Contact Center

OpenMethods’ CX RPA Platform is a revolutionary platform for real-time process automation automating thousands of lines of integration code through a simple drag & drop designer, allowing citizen developers to design, develop, test and deploy complex workflows and integration between contact center applications.

Driving Efficiency

with Automated WISMO

(Where Is My Order) using Oracle CRM &
OpenMethods’ CX RPA Platform

OpenMethods’ CX RPA Platform with Oracle CRM is enabling contact centers to quickly automate WISMO data and workflows cutting AHT in half.

Enabling the

OMNICHANNEL CONTACT CENTER

For Over a Decade

About Us > Newsroom

Newsroom

OpenMethods Hires Mike Maringas to Lead Development & Engineering Efforts

LOS ANGELES | January , 2019

OpenMethods is pleased to announce its recent hire of Mike Maringas, who will join the OpenMethods team as Chief Technology Officer.  In this role, Mike will drive the optimization and execution of Openmethods’ product roadmap to ensure OpenMethods’ clients get the most value out of their Harmony and PopFlow deployments.

“I was attracted by the company’s technology, culture and track record,” Mike said. “OpenMethods is taking a unique approach to solving the large problems contact centers face in making their channels, data and CRM work together to create world-class customer experiences, and I wanted to be part of it.”

Mike comes to OpenMethods with over 30 years of experience working for some of the top technology companies. Having most recently served as Vice President of Engineering for MobileIron, where he led the U.S. and India-based engineering, infrastructure and development teams responsible for on-premise and cloud offerings serving 15,000 customers and 10+ million devices. Before MobileIron, Mike was Senior Director of Engineering for Oracle, where he was responsible for new development and integrations for Oracle Service Cloud. He was also the engineering lead for $1.5 billion in M&A transactions. Previous to Oracle, Mike was Director of Engineering for RightNow Technologies (acquired by Oracle), where he led the cloud transformation for solutions that generated 2.6 billion unique visitors per year. He also built and led the team from the ground up that developed the chat cloud service, which became a $200 million business. Mike has also held senior engineering roles at Microsoft and Rockwell Collins.

“We are ecstatic to have Mike lead or engineering, infrastructure and development efforts", said Gerrit Lydecker, CEO of OpenMethods. "Mike brings a unique and valuable depth of technical acumen and experience that will accelerate our mission of supporting our large contact center clients in their pursuit of creating the best customer experiences in their industries.”

For more information about OpenMethods and the newly released features please contact Joe Newsum at 816-283-8965 ext. 118.

Welcome to the Revolution in

CX Real-Time Process Automation

TRADITIONAL SOLUTIONS FOR GROWING COMPLEXITY
CAN’T KEEP UP

OPENMETHODS’ CX RPA PLATFORM
SUPERCHARGES CRM FOR CONTACT & SUPPORT CENTERS

AGENTS SUFFER WITH ENDLESS REPETITIVE TASKS

Which leads to waiting, mistakes, upset customers,
and ultimately bloated costs

OpenMethods’ CX Realtime Process Automation (RPA)
AUTOMATES THE WASTEFUL MUNDANE

Saving time, money, and customers

OpenMethods’ PopFlow CX RPA Platform

Personalize your
Customer Interactions
Create a Repeat-Free Customer Journey
Save $300+ per
Agent per Month
Implement
in Days

Unify your

Desktop, Communications
& Experience

OpenMethods’ PopFlow CX RPA Platform and Harmony OMNI deeply integrates CRM with traditional communications platforms such as Genesys, Cisco, Avaya and others to create a unified agent desktop and universal queue.

Supercharge your

Agents & Contact Center

OpenMethods’ CX RPA Platform is a revolutionary platform for real-time process automation automating thousands of lines of integration code through a simple drag & drop designer, allowing citizen developers to design, develop, test and deploy complex workflows and integration between contact center applications.

Driving Efficiency

with Automated WISMO

(Where Is My Order) using Oracle CRM &
OpenMethods’ CX RPA Platform

OpenMethods’ CX RPA Platform with Oracle CRM is enabling contact centers to quickly automate WISMO data and workflows cutting AHT in half.

Welcome to the Revolution in

CX Real-Time Process Automation

for Contact & Service Centers

Supercharge your

Agents & Contact Center

OpenMethods’ CX RPA Platform is a revolutionary platform for real-time process automation automating thousands of lines of integration code through a simple drag & drop designer, allowing citizen developers to design, develop, test and deploy complex workflows and integration between contact center applications.

Unify your

Desktop, Communications
& Experience

OpenMethods’ PopFlow CX RPA Platform and Harmony OMNI deeply integrates CRM with traditional communications platforms such as Genesys, Cisco, Avaya and others to create a unified agent desktop and universal queue.

Traditional solutions for growing integration & interaction complexity CAN’T KEEP UP

OPENMETHODS’ CX RPA PLATFORM
SUPERCHARGES CRM FOR CONTACT & SUPPORT CENTERS

AGENTS SUFFER WITH ENDLESS REPETITIVE TASKS

Which leads to waiting, mistakes, upset customers,
and ultimately bloated costs

OpenMethods’ CX Realtime Process Automation (RPA)
AUTOMATES THE WASTEFUL MUNDANE

Saving time, money, and customers

OpenMethods’ PopFlow CX RPA Platform

Personalize your
Customer Interactions

Create a Repeat-Free Customer Journey
Save $300+ per
Agent per Month
Implement
in Days

Driving Efficiency

with Automated WISMO

(Where Is My Order) using Oracle CRM &
OpenMethods’ CX RPA Platform

OpenMethods’ CX RPA Platform with Oracle CRM is enabling contact centers to quickly automate WISMO data and workflows cutting AHT in half.

About Our Status Page

Here at OpenMethods, we want to make sure you’re kept up-to-date on the current OpenMethods status. We also want to proactively communicate any planned maintenance or reported incidents. That’s why we launched our status page.

Whether it’s a scheduled maintenance window or a reported incident, our status page provides you with up-to-the-minute notifications. For planned maintenance, we will update you when the maintenance is scheduled, in-progress, and completed; for service interruptions, we will let you know when the incident has been identified and resolved.

What is the OpenMethods Status Page?

The OpenMethods Status Page provides an at-a-glance overview of planned and past maintenance, past or current incidents, and the current status of the OpenMethods platform.

Maintenance Updates
The status page will be updated with a maintenance status anytime the platform will be unavailable for a planned maintenance window, a maintenance window to correct an incident, or a planned code elevation.

We provide an update when the maintenance window is scheduled, when the maintenance window is in progress, and once maintenance has been completed.

Maintenance Updates
The status page will be updated with a maintenance status anytime the platform will be unavailable for a planned maintenance window, a maintenance window to correct an incident, or a planned code elevation.

We provide an update when the maintenance window is scheduled, when the maintenance window is in progress, and once maintenance has been completed.

Incident Updates
The status page will be updated with an incident status anytime a production-impacting issue has been identified. The incident will be updated with a resolution once the incident has been fixed.

We provide an update when an incident has been identified or is being investigated, and when the incident has been resolved.

Incident Updates
The status page will be updated with an incident status anytime a production-impacting issue has been identified. The incident will be updated with a resolution once the incident has been fixed.

We provide an update when an incident has been identified or is being investigated, and when the incident has been resolved.

Incident Updates
The status page will be updated with an incident status anytime a production-impacting issue has been identified. The incident will be updated with a resolution once the incident has been fixed.

We provide an update when an incident has been identified or is being investigated, and when the incident has been resolved.

How will I receive status updates?

Onboarding Introduction
When onboarded, you will be provided with the URL to the status page so that you can have visibility on incidents, maintenance and ultimately service availability.

Subscription to Notifications
You can subscribe to email updates and receive a notification whenever maintenance is scheduled, initiated, and completed, and also when an incident is reported and resolved. Subscribing is easy and only takes a few steps:

    1. Go to status.openmethods.com.
    2. Click Subscribe to updates.
    3. Enter your email address.
    4. Click Subscribe via email.

Whenever there is an update to the status page, you will receive an email with the status details.

If you’d rather not receive email updates, you can access status.openmethods.com and see a chronological list of maintenance and incidents, as well as any planned maintenance windows.

Types of Notifications

INCIDENT
If there is a service impacting event, communication will be posted to the status page. Subscribed users will be notified, and non-subscripted users will be able to visually see the current and historical events.

HOTFIX
If a hotfix needs to be applied that does not introduce downtime, the hotfix will be documented as a POSTMORTEM event on the status page. Subscribed users will be notified, and non-subscripted users will be able to visually see the current and historical events.

MAINTENANCE
If maintenance is scheduled – as the result of an incident or a standard code elevation – the maintenance window will be documented in the MAINTENANCE section of the OpenMethods status page. Subscribed users will be notified, and non-subscripted users will be able to visually see the current and historical events.

Enabling the

OMNICHANNEL CONTACT CENTER

For Over a Decade

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Dell Messaging with PopFlow

SFDC | Dell Messaging Automation

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Driving Efficiency

with Automated WISMO

(Where Is My Order) using Oracle CRM &
OpenMethods’ CX RPA Platform

OpenMethods’ CX RPA Platform with Oracle CRM is enabling contact centers to quickly automate WISMO data and workflows cutting AHT in half.

With COVID-19 driving shipping volumes, WISMO inquiries have significantly grown in volume. Automating and streamlining WISMO interactions has become a top priority for contact centers

Over the past few years,

WISMO average handle times

have at least doubled, given the increasing complexity of fulfillment strategies

In-home
Service
Drop Shipping
Multi-site
Fulfillment
Ship from
Store
Ship to Store
Multiple
Carriers

Average handle times are driven by agents having to access so many systems and workflows to answer the seemingly simple question

“Where is my order?”

CX RPA Platform

+

30-50+% Reduction

in WISMO AHT

For many of the largest contact centers, OpenMethods’ CX RPA Platform and Oracle CRM are quickly cutting WISMO average handle time by 30-50+% through the full automation of WISMO data integration and workflows.

In real-time, during a customer interaction, OpenMethods’ CX RPA Platform utilizes all contextual customer information (phone number, IVR data, orders, history) to pop the relevant data and execute workflows in Oracle CRM so the agent immediately has right information to answer the question of “Where is my order?”

Enabling dozens of automated WISMO use cases is fast and simple utilizing OpenMethods’ CX RPA Platform, a visual drag and drop designer that automates the design, test, and deployment of screenpops and workflows

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Kansas City, MO 64105

Call us at 310.896.4900

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care@openmethods.com

Sales:

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sales@openmethods.com
Dial by Extension:
Dial: 3 digit extension
Directory by Name:
Dial: 4
General Information:

info@openmethods.com

Kansas City

1100 Main St., Suite 400
Kansas City, MO 64105

Call us at 310.896.4900

Technical Support:
Dial: 1
care@openmethods.com

Sales:

Dial: 2
sales@openmethods.com
Dial by Extension:
Dial: 3 digit extension
Directory by Name:
Dial: 4
General Information:

info@openmethods.com

Contact Us Today!

If you want to join us in our mission to enable the agile and omnichannel contact center, contact us, and let’s start a conversation.

Call us at 310-896-4900

Technical Support:

Dial: 1

care@openmethods.com

Sales:

Dial: 2

sales@openmethods.com

Dial by Extension:

Dial: 3 digit extension

Directory by Name:

Dial: 4

General Information:

info@openmethods.com

Copyright © 2022 OpenMethods. All rights reserved.
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Privacy Policy

Kansas City

1100 Main St., Suite 400
Kansas City, MO 64105

Copyright © 2022 OpenMethods. All rights reserved.

Terms of Service

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Privacy Policy

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