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
OpenMethods with Oracle!
OpenMethods assists brands in fulfilling their customer experience (CX) commitments.
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
Design and build PopFlows that transform complex business processes into repeatable workflows, allowing your agents to spend less time learning procedures.
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 APIs and data sources.
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 OpenConnect
Integrate digital interactions, such as email and chat, into your existing Automatic Call Distributor (ACD) to create a universal composite queue. Unify communications while leveraging your existing investment in intelligent routing, workforce management and reporting.
OpenConnect
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 OpenConnect.
Unlock the Power of Your Oracle Environments with Experience Cloud
- Oracle Service Cloud: Oracle B2C Service
- Oracle Fusion: Service with the Redwood User Experience
- Oracle Fusion: Service with the Classic User Experience
- Oracle Fusion: CX for Utilities
- Oracle Fusion: CX for HR Helpdesk
- Don’t See Your Oracle Setup? Reach Out to Us
Oracle with OpenMethods
FAQ’s
Can we do the same thing ourselves by building our own APIs?
The short answer is – yes, you could.
However, your in-house resources would need to manage the time-to-market and development responsibilities, which can be time-consuming and resource-intensive.
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?
A significant limitation of your current Computer Telephony Integration (CTI) solution is the lack of comprehensive incident management capabilities. 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 advantage of OpenMethods is that it functions as 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.
