2021 Visionary CX ISV Partner of the Year Award Finalist
OpenMethods (“OM”) is an enterprise software company, our focus is enabling a true omnichannel customer experience. Our software greatly improves a customer’s experience through real-time integration, control & orchestration of multi-channel communications solutions. OpenMethods specializes in Computer Telephony Integration (CTI) and Customer Relationship Management (CRM) interoperability.
OpenMethods offers two products, the first is Harmony, which is our integrated Multimedia Bar that was developed in a partnership with Oracle to enable a seamless integration of Oracle Service Cloud and every major telephony platform (Avaya, Cisco, Genesys, ININ, and others) providing customer experience benefits otherwise not realized by each system operating independently.
Our products work with every major telephony and ACD platforms to enable an omni-channel Customer Experience in most any environment. OpenMethods is a strategic partner to Oracle with resources skilled in ACD systems providing a single source for CTI across a diversified enterprise.
Visit OpenMethods' website at www.openmethods.com
Seamless Integration of the RightNow CX
The OpenMethods RightNow Adapter empowers you to build, apply, and modify your Business Rules for all interactions independently of the media type or point of origin (Phone, Web, Chat, Email, Social Media etc.) without regard to the particular Telephony Platform or CTI in your environment.
Integrating with your existing call routing, OpenMethods' RightNow Adapter delivers integration and much more. OpenMethods' RightNow Adapter delivers the following Solutions to the RightNow agent desktop:
Customizable Screen Pop - The Adapter leverages the CRM Interface APIs (Web Services) to perform custom search, screen pop, and workflow integration.
Multi-Channel Integration - Telephony, Click-to-Call, Click-to-Chat, SMS, Social Media are all routed by a Universal Queue with a single set of Business Rules providing a Unified Reporting engine delivered to the RightNow CX Desktop.
Agent Availability Control – provides full control of agent availability (ready, not-ready, ACW) in the Universal Queue or ACD, including customizable reason codes and wrap-up, from the RightNow CX Desktop.
Single Sign-On - Single sign-on is achieved by mapping CTI Login information within the Staff Account Custom Fields for each agent.
Call Control - Easily control a wide range of phone features, such as hold, transfer, and conference, from the RightNow CX Desktop.
Customizable Features - Speed Dial, Configurable Call Control, Configurable After Call Work Modes, Configurable Agent Not-Ready Codes, as well as customizable integration of CTI data into RightNow for 360 degree analytics.
Event Bus - Provides a mechanism for additional integration – Supervisor Monitoring, Analytics and other third party listeners to subscribe and act on events from either the CTI or RightNow platform.
Fault Tolerance Support - available in load-balancing and high-availability configurations
The OpenMethods Adapter was originally developed in partnership with Genesys and RightNow, and is a proven solution for delivering the power of Genesys, Cisco, and Avaya Call Routing and CTI to the RightNow CX Desktop. Talk with us about how we can help you open and expand your customer interactions and deliver great customer experiences.
Information in this section is provided by the partner and does not constitute endorsement by Oracle.