unify your experience, communications & desktop with ...oracle crm with openmethods’ harmony...
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1.816.283.8965
Service Cloud .NET Edition
Service Cloud Web UI Edition
Engagement Cloud Edition
Sales Cloud Edition
Service Cloud .NET Edition
Service Cloud Web UI Edition
Engagement Cloud Edition
Sales Cloud Edition
Service Cloud .NET Edition
Service Cloud Web UI Edition
Engagement Cloud Edition
Sales Cloud Edition
Save a ton of Money & Time… Leverage Ops Investments,
Infrastructure & Process
Get the Best of Both Worlds… Oracle CRM for CX, ACD
for Queuing
Make Oracle CRM Chat & Email Native to ACD to Consolidate
Rules, Routing & Reporting
Let Ops do their thing with Visibility to and
Control of all Interactions
UNIVERSAL COMPOSITE QUEUE
Unified Experience with all Channels Integrated into
Oracle CRMUnified Desktop with Telephony
Native to Oracle CRM
Single Sign-In, Unified Presence, Call Transfer Controls
Supervisor & Agent Gamification & Reporting
CROSS PLATFORM MEDIA BAR
Phone, Chat, Social,Email controls are all integrated into the Oracle CRM application windows
Unify your Experience, Communications & Desktop with Oracle CRM & OpenMethods’ Harmony
1.816.283.8965
Powerful & Easy to use
• Unified Desktop: Create a "single pane of glass" for agents through Harmony's multimedia bar, which is seamlessly embedded directly into the Oracle Agent Desktop
• Unified Communications: Enable best of breed channels to work together through a Universal Queue; voice & IVR from your ACD, digital channels (email, chat, social, etc.) from Oracle, and full WFM visibility for all interactions
• Unified Experience: Contact centers ensure their customers get a consistent, personalized and repeat-free experience across all channels
Oracle CRM with OpenMethods’ Harmony is the most powerful Omnichannel solution on the market, enabling contact centers to seamlessly integrate their legacy telephony and routing platforms with market leading Oracle CRM, chat, email, knowledge and agent desktop.
With OpenMethods’ Harmony, leading contact centers are enabling:
• The CRM as the agent desktop• Repeat-free customer journeys• Omnichannel control with a universal queue
CROSS PLATFORM MEDIA BARUNIVERSAL COMPOSITE QUEUE
Availability:
• Oracle Service Cloud – NOW
• OSvC Web UI Edition - Apr. ‘17
• Engagement Cloud – R13
• Sales Cloud – R13+
- Joe Testa, VP of Customer Care
Rich plug & play integrations with the leading telephony platforms:
“OpenMethods is the key to unlocking our vision of driving relevancy and personalization in our customer experiences.”Reduction in Avg.
Handle Time
47sec.Improvement in Agent Utilization
11%