Case Study: a Fortune 50 national retailer achieves unified contact center reporting and better CX metrics with OpenMethods

How a Fortune 50 National Retailer transformed their contact center strategy with unified communications, reporting, and analytics

The customer, a fortune 50 national retailer, faced a challenge with siloed communication channels that lacked integrated reporting, forecasting, and analytics. Their voice, chat, and email channels were managed by different systems, preventing a holistic view of contact center operations.

OpenMethods implemented its Harmony feature set within the OpenMethods Experience Cloud to act as a single point of management. This solution unified the disparate channels for reporting and insights without replacing existing infrastructure. The results for the retailer were significant, including a 120-second reduction in AHT, a 3-point increase in NPS, and a 5.5% increase in both FCR and SDR.