Experience game-changing customer service!
OpenMethods centralizes your workflows, data, and third-party applications into the Oracle desktop to deliver best-in-class CX that scales with your organization!
The Challenge
Data Everywhere; Context Nowhere
Customer interactions span a breadth of apps, databases, and communication channels. With customer context flowing through multiple avenues, how are you making sure the customer experience is accurately tracked?
Data overflow
Apps with niche functionality gather a wide breadth of data that is tedious and cumbersome to sift through during customer interactions.
One directional context
The data you need lives in siloed apps and lacks bidirectional transfer.
Siloed interaction channels
Voice interactions are handled separate from Oracle email and chat channels, making forecasting and staffing difficult.
The Solution
Experience Cloud
OpenMethods helps brands keep their CX promises.
We work with Fortune 10, 50, and 100 brands to help them deliver best in class CX.
How we do this
Turn process into PopFlows
Build and design PopFlows that turn complex business processes into repeatable workflows. Your agents spend less time learning your processes! Take a look at a few example use cases where OpenMethods helped supercharge the Oracle Customer Experience.
Data accuracy
Agents can manage information in Oracle with custom forms and buttons for accuracy.
Pop Context
Easily access relevant context without switching between applications by using modals and overlay within Oracle.
Centralize Oracle
Agents access customer info and communication channels seamlessly within Oracle without searching across multiple platforms.
How we do this
Flexibility at Your Fingertips
The Experience Designer allows you to design, build, & test workflows quickly!
Consolidate Data Sources
Easily establish connections to API and data sources with the “App Connector” feature.
Auto Populate Fields
No need to copy+paste data! Auto-populate data fields with important data.
Auto Populate Fields
No need to copy+paste data! Auto-populate data fields with important data.
Testing Made Easy
Test before you save changes into production!
Tailor your workflows and automate processes in real-time with the versatility of PopFlow.
Universal Composite Queue
Context Across Channels with Harmony
Blend digital interactions such as email and chat into your existing ACD to create a universal composite queue. Unify communications while leveraging your existing investment in intelligent routing, workforce management and reporting.
Single Pane of Glass
Insight and control to all interaction channels directly from the Agent desktop.
Blend digital interactions such as email and chat into your existing ACD to create a universal composite queue. Unify communications while leveraging your existing investment in intelligent routing, workforce management and reporting.
Holistic Reporting
Reporting and forecasting across all your communication channels for easier WFM.
Track and report the metrics that mean the most to your organization like first interaction resolution, time to answer, average handle time, and more.
Holistic Reporting
Reporting and forecasting across all your communication channels for easier WFM.
Track and report the metrics that mean the most to your organization like first interaction resolution, time to answer, average handle time, and more.
Turn your interaction channels into a universal queue with Harmony.
Oracle with OpenMethods
FAQ’s
Can we do the same thing ourselves by building our own APIs?
The short answer is – yes, you could.
But then your in-house resources need to assume the time-to-market and time-to-develop responsibility. And hundreds of hours of free time is not usually a luxury most organizations have to spare.
With OpenMethods, you get all the benefits of a customizable and configurable aplication without the development cycles of a home-grown app. Our solutions are powerful enough to make an immediate impact, and flexible enough to be adapted at scale.
I already have CTI. Do I really need OpenMethods?
The largest missing puzzle piece with your current CTI solution is the ability to perform incident management. This is where your agent pool suffers because they are relying on copy+paste, app toggling, and redundant processes in order to complete simple tasks.
OpenMethods helps streamline that process by bringing all the interaction and incident managemnt tools directly into the agent workspace.
I don't want another application to manage.
The best part about OpenMethods is that we’re an embedded add-on to your Oracle solution.
Not only are we well-equipped in embedding ourselves in your current Oracle tech stack, we’re also a valued partner with Oracle itself. This partnership means we support, troubleshoot, and develop hand-in-hand with Oracle so you have fewer applications to manage.
Results you can track.
The results speak for themselves. Our clients who use OpenMethods Experience Cloud as part of their CX suite have more efficient agents, happier customers, and streamlined workflows. We like to call it a win/win/win.
