Customers Are Realizing 45+ Seconds in AHT Reduction, While Improving Customer and Agent Experiences and Satisfaction

OpenMethods, a leader in omnichannel and CTI integration solutions, announced new features to their next generation Interaction Integration Cloud to deepen cloud-based Oracle CRM integrations with leading communications infrastructure to provide real-time, relevant contextual information to contact center agents.

OpenMethods Announced New Feature Set that Creates a Step Function Improvement in Interaction Integration for Contact Centers

In this release, OpenMethods added over 100 features focused on automated interaction integration. The release makes it faster, easier, and cheaper to integrate Oracle CRM with leading communication platforms from Avaya, Cisco, Five9, Genesys, and others. Features enhance the ability for contact centers to quickly and deeply integrate enterprise and 3rd party data sets and workflows directly into Oracle CRM to streamline and personalize agent and customer workflows delivering what agents need to help customers when they need it. Also, OpenMethods released a set of features focused on advanced logic and usability to enable business users to automate thousands of lines of CTI, integration and design code, enabling the design, testing, and deployment of new agent workflows and screen pops in a matter of hours instead of months.

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“OpenMethods has been a big win, helping us automate workflows, understand the type and context of a call, which allows our agents to take care of the customer better and resolve their needs,” said Traci Scott, Senior Business Analyst at Pella Corporation.

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“Over the past ten years, we’ve been working closely with our customers, which represent some of the largest contact centers, to continuously prioritize our roadmap and drive innovations that create step function improvements and ROI with their integrations, design, and deployment in streamlining and personalizing their experiences. It has been great to see our customers drive incredible time and monetary savings while creating a better experience for their customers and agents with this new release,” said Gerrit Lydecker Jr., CEO of OpenMethods.

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