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OpenMethods Announced New Feature Set that Creates a Step Function Improvement in Interaction Integration for Contact Centers

LOS ANGELES | June 25, 2019

Customers are realizing 45+ seconds in AHT reduction, while improving customer and agent experiences and satisfaction

OpenMethods, a leader in omnichannel and CTI integration solutions, today announced new features to their next generation Interaction Integration Cloud to deepen cloud-based Oracle CRM integrations with leading communications infrastructure to provide real-time, relevant contextual information to contact center agents.

In this release, OpenMethods added over 100 features focused on automated interaction integration. The release makes it faster, easier, and cheaper to integrate Oracle CRM with leading communication platforms from Avaya, Cisco, Five9, Genesys, and others. Features enhance the ability for contact centers to quickly and deeply integrate enterprise and 3rd party data sets and workflows directly into Oracle CRM to streamline and personalize agent and customer workflows delivering what agents need to help customers when they need it. Also, OpenMethods released a set of features focused on advanced logic and usability to enable business users to automate thousands of lines of CTI, integration and design code, enabling the design, testing, and deployment of new agent workflows and screen pops in a matter of hours instead of months.

“OpenMethods has been a big win, helping us automate workflows, understand the type and context of a call, which allows our agents to take care of the customer better and resolve their needs,” said Traci Scott, Senior Business Analyst at Pella Corporation.

“Over the past ten years, we’ve been working closely with our customers, which represent some of the largest contact centers, to continuously prioritize our roadmap and drive innovations that create step function improvements and ROI with their integrations, design, and deployment in streamlining and personalizing their experiences. It has been great to see our customers drive incredible time and monetary savings while creating a better experience for their customers and agents with this new release,” said Gerrit Lydecker Jr., CEO of OpenMethods.

About OpenMethods

OpenMethods’ leading Interaction Integration Cloud consists of PopFlow Studio and Harmony, which deeply integrate telephony, email, and chat systems from leading communication technology leaders with Oracle CRM to create a unified desktop, universal composite queue and streamlined interactions. By personalizing and simplifying customer experiences, OpenMethods’ plug and play Interaction Integration Cloud has saved some of the most complex contact centers 45+ seconds in average handling times, years of custom development, and millions of dollars, while also significantly driving up customer satisfaction.

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

One queue to rule them all.

One queue to rule them all.

Customer expectations are simple: know me, know your stuff, don’t make me repeat myself. Harmony helps your brand fulfill these expectations (and more!) by providing agents with a single desktop view of all interactions across all communication channels.

 
Download the Harmony onepager to learn about:
•Unifying chat, voice, and digital interactions into a universal composite queue
•Managing interactions from a single agent desktop
•Transitioning interaction context across communication channels

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Reducing frustrations one PopFlow at a time.

Reducing frustrations one PopFlow at a time.

How many applications do your agents use on a daily basis? What if we told you we could streamline your third party applications into automated workflows? And what if we also told you that those workflows would package all the interaction-specific information for your agents? This may seem daunting to other CX solutions, but it’s the force that fuels us at OpenMethods.

 
Download the PopFlow onepager to learn about:
•Automating repeatable tasks for increased agent efficiency and decreased customer effort
•Eliminating the abundance of third-party applications so agents work directly out of a single workspace
•Increasing agent satisfaction and customer satisfaction

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Solution for companies with too much software.

Solution for companies with too much software.

Curious to learn how OpenMethods Experience Cloud has spent the last decade helping companies maximize operational efficiency? Our solution helps unify your disparate third party applications into streamlined workflows, and creates a universal composite queue out of your CRM interaction channels. Maximize the investment of your initial tech stack and gain additional ROI with our powerful solution suite.

 
Download the OpenMethods onepager to learn about:
•Challenges call centers without OpenMethods face
•Providing your customers with context-specific interactions
•Empowering agents with automated workflows and an integrated CRM
•Improvements in agent effort, customer satisfaction, and overall ROI

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Building a Streamlined and Secured Experience.

Building a Streamlined and Secured Experience.

Your data is sensitive. As it moves between client and server-side applications, it becomes vulnerable to data leaks and attacks. OpenMethods’ AppConnector reduces this risk by creating a single, secure CRM user view - whether you use two or two hundred applications.

 
Download the AppConnector onepager and learn about:
•Protecting the CRM user from malicious attacks and bad actors
•Securing the integration of your third party applications
•Patent-pending server-side authentication of AppConnector

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