Delivering on the Promise of CX
Communicating with your customers used to be so easy, when there was just the telephone. But over the past decade, things have become complicated for businesses, as customers have become Omnichannel with email, texting, chat, mobile, video and social.
The major challenge for businesses in delivering true Omnichannel CX is the fact that two of the primary platforms they rely on are disconnected. The telephony platform manages the inbound and outbound calls, using solutions like the IVR and WFM. And the CRM platform manages customer data and workflow using digital communications, knowledge base, and incident management. Trying to integrate these two platforms to enable true Omnichannel CX has been an ongoing nightmare, until now.
OpenMethods’ industry-leading SaaS platforms enable the Omnichannel contact center by elegantly, quickly and deeply integrating communications and telephony platforms with Oracle Service Cloud and Oracle Engagement Cloud.
Oracle with OpenMethods’ Harmony is the most powerful Omnichannel solution on the market, enabling companies to seamlessly integrate their existing telephony platforms with the Agent Desktop within Oracle Service & Engagement Cloud. With OpenMethods’ Harmony, companies are enabling:
- The CRM as the agent desktop
- Repeat-free customer journeys
- Omnichannel control with a universal queue
Powerful & Easy to Use
Create a "single pane of glass" for agents through Harmony's multimedia bar, which is seamlessly embedded directly into the Oracle Agent Desktop.
Enable best of breed channels to work together by making your existing ACD's routing engine act as a universal queue; delivering not only voice but also the Oracle digital channels (email, chat, social, etc.), with real-time WFM visibility to all interactions.
Companies ensure their customers get a consistent, personalized and repeat-free experience across all channels.
PopFlow administrators users visually create, edit, and manage communication workflows in Studio. Drag and drop widgets to build voice, messaging, and communications apps, and save the coding work for higher-order tasks. You can use Experience Designer to craft everything; querying and displaying external data sources, opening screens, set/get interaction data sent from the ACD and IVR.
The Popflow Experience Designer is fully integrated with the CRM. This allows for intuitive hints and autocompletes on objects, taking the guesswork out of building and deploying desktop experiences.
Experience Designer has demonstrated an ability to achieve significant reductions in AHT (Average Handle Time) so your agents can have meaningful interactions, and at the same time eliminating lengthy and costly development cycles to develop traditional screen pops.
PopFlow Experience Designer enables users (typically CRM administrators not CTI developers) to visually express screen pop logic, by offering a workflow designer interface that exposes all interaction data and metadata that may be used to drive that logic. The Experience Designer turns the creation of screen pops, and the logic definition, from being a development task, requiring highly skilled labor and cross-departmental interaction, into an administrative task, managed by the very people who understand how screen pops should happen without requiring them to have a technical background. This eliminates the need for a call center manager or business user to explain, create and dictate the screen pop requirements to the skilled CTI developer so that the CTI developer can then build them.