OpenMethods Announces New Integration Partnership with Next Caller -- Contact Centers will now be able to Automate the Identification & Authentication of up to 80% of Inbound Calls
March 14, 2017 -- DENVER -- OpenMethods, the omnichannel optimization platform that allows companies to easily integrate their telephony platforms into Oracle CRM, today announced a new integration with Next Caller's Advanced Caller ID database. The partnership allows contact centers on Oracle Service Cloud to utilize real-time contextual data for 500+ million landline, mobile and VoIP numbers to personalize and simplify their agent and customer interactions.
"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. "With up to 60% of inbound calls necessitating time intensive and costly manual identification, this partnership enables large contact centers to quickly automate the identification and authentication of up to 80% of inbound calls. The solution can translate into savings of 30+ seconds in average handle time."
"The contact center clients we've already introduced this joint solution to are ecstatic," said Gerrit Lydecker, CEO of OpenMethods. "This partnership delivers contact centers a quick and extremely high-ROI solution to personalize and simplify their customer experience."
This partnership now enables contact centers to also utilize Next Caller's Advanced Caller ID contextual data related to 500+ million landline, mobile and VoIP numbers, for those instances where the inbound call number is not currently in one of the contact center’s databases or systems. The rich contextual data includes elements such as name, address, income, demographic breakdown, fraud potential, social profile and much more.
OpenMethod's PopFlow Studio allows contact centers the ability to visually design, test and deploy automated screen pops and workflows by seamlessly integrating Oracle Service Cloud with telephony platforms and other systems.
OpenMethods' leading Interaction Integration Platform consist of PopFlow Studio and Harmony, which deeply integrate telephony, email, and chat systems from providers such as Genesys, Cisco, Avaya, Interactive Intelligence, and others with Oracle Service Cloud. By personalizing and simplifying customer experiences, OpenMethods' plug and play Interaction Integration Platform has saved some of the most complex contact centers 30+ seconds in average handling times, years of custom development, and millions of dollars, while also significantly driving up customer satisfaction.
About Next Caller
Next Caller is a leading provider of Advanced Consumer Data and Fraud Detection. The SaaS and cloud-based platform increases sales conversions, marketing opportunity, and agent efficiency by delivering rich customer data to businesses in real time. The company maintains the market's largest database linking telephone number to name, address, email, income, social profiles, and more, with access to over 500M profiles. Next Caller's fraud detection platform detects all forms of call spoofing, and provides an accurate analysis within milliseconds of answering each call. Warnings allow agents to handle all callers appropriately based on their fraud threat.