Make your CRM the system of engagement

Did you know agents use an average of ten separate applications to complete a single interaction? That’s a lot of toggling.

OpenMethods takes your existing apps and coordinates them into streamlined, repeatable workflows.

The Challenge

Simple Customer Requests Consume Valuable Time

Call centers are flooded with a wide breadth of requests each and every day. Requests that should be simple get overly complicated by cluttered agent desktops and disparate apps.

Wasted time

Agents spend valuable time (and effort) waiting for apps to load, clicking through tabs, and toggling between apps.

Siloed Applications

The CRM isn’t the only tool agents use. Agents navigate the information silos of  different apps, tools, databases, and webpages for different pieces of the customer journey.

Human Error

Agents manually update, add, and edit customer information. This often results in misspellings, omissions, inaccuracies, or duplicates in critical customer data.

The Solution

OpenMethods empower agents with the resources and context they need

We know that by folding just a single application into the CRM reduces Average Handle Time (AHT) by an average of 30 seconds.

 

OpenMethods flexible design means you can push, pull, and update app info directly from the CRM.

Reduce agents’ manual effort (and virtually eliminate copy+paste!) while increasing quality.

How we do this

Easy workflow automations with the OpenMethods Experience Designer

The Experience Designer allows you to customize your agent and customer touchpoints by creating solutions to your many silos within your workflows.

Filter Customer Data

Use customer data such as phone number or email address to search and return customer records.

Screen Pops

Use modals and overlays to bring relevant customer context directly to agents – without the need to toggle between apps.

Auto Populate Fields

No need to copy+paste data! Auto-populate data fields with customer data.

Connect Third Party Apps

Streamline and secure third-party apps into the CRM.

Connect Multiple Workflows

Make business processes native to the CRM by connecting workflows that help agents guide each and every interaction to resolution.

Custom Scripts

Build, design, test, and deploy custom forms and buttons designed to collect, edit, and update information from multiple applications.

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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