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.

OpenMethods Simplifies Real-Time Customer Interactions!

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.

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.

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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Data Processing Agreement

 

Please complete the OpenMethods customer notification form to hear about new or replacement subprocessors. Only customers who subscribe will be notified of changes.  Please see our Data Processing Addendum for further information.

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