Contact Center Solutions Featured Article

OpenMethods and Next Caller Partner for New Contact Center Solutions

March 20, 2017

For large organizations that receive thousands or millions of calls, inbound calls can be expensive if they are not optimized to provide the necessary information quickly and effectively. According to Next Caller, the unknown inbound calls for a large organization can add up to $312,000 annually if there are one million calls, and 60 percent of them are unknown. The integration partnership between OpenMethods and Next Caller will provide new contact center solutions by automating the identification and authentication of up to 80 percent of inbound calls.

According to Ian Roncoroni, CEO of Next Caller, “The solution can translate into savings of 30+ seconds in average handle time.” For a contact center that receives one million calls, that amounts to more than 8,300 hours at 30 seconds per call.

The partnership is going to bring together Next Caller’s Advanced Caller ID database, Oracle Service Cloud and OpenMethods’ PopFlow Studio telephony and CRM integration solution. This will make the database of more than 500 plus million landline, mobile and VoIP numbers available for contact centers to be used as real-time contextual data so the interaction between agents and customers is more personal.

“This is a big win for large contact centers who will now be able to combine OpenMethods’ leading telephony and CRM integration solutions with our unparalleled Advanced Caller ID database,” said Ian Roncoroni, CEO of Next Caller.

The contextual data from Next Caller includes name, address, income, demographic breakdown, fraud potential, social profile and much more. This information is available as part of the CRM if the caller is in the system, or from Next Caller's database. Once the company locates the right profile, it sends it to the contact center through its REST API or third-party applications. The information then appears in a screen pop-up to call center agents, or to an automatic population of the CRM.

The OpenMethod PopFlow Studio provides contact center solutions that allow operators to design, test and deploy automated screen pops and workflows with Oracle Service Cloud integration for telephony platforms and other systems.

“The contact center clients we’ve already introduced this joint solution to are ecstatic. This partnership delivers contact centers a quick and extremely high-ROI solution to personalize and simplify their customer experience,” said Gerrit Lydecker, CEO of OpenMethods.

PopFlow simplifies Customer Type Indicator (CTI) by automating thousands of lines of CTI code with an application that uses drag and drop functions so developers can automate complex workflows between contact center solutions quickly and cost effectively. Customer data is generated from IVR, ACD, and any telephony platforms from Genesys, Interactive Intelligence, Cisco, Avaya, Siemens and others. It is then abstracted and made available along with the Oracle Service Cloud APIs. This also includes any related downstream applications, uncovering the workflows, forms, and data required to manage customer interactions.

If you’d like to learn more about how APIs can transform communication, be sure to check out TMC and Crossfire Media’s newest conference and expo, Communications 20/20, happening July 18-20 at Caesars Palace in Las Vegas. The event will focus on the next wave of technology and innovations that will transcend the importance of person to person contact, disrupting the future of the entire communications industry. Find out more HERE.