PRESS RELEASE: 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.