Automatic Contact Population

If a contact is present in a linked CRM, the local contact is created automatically and linked to the source

WORKING WITH INTEGRATION ACCOUNTS

Integration with popular customer relationship management (CRM) software (e.g., Salesforce, Oracle Service Cloud, Zendesk) provides direct access to the contacts, interaction histories, and other information in your CRM’s database. If a contact is present in a linked CRM, the local contact is created automatically and linked to the source.

CRM DATABASE ACCESS

Using our innovative scenario workflows, contact cards from integration CRMs are auto-populated with data (e.g., name, address, phone, and so forth). Our contact center solution enables agents to both view that data and append it with new contact details and notes, as they are received from customers during interactions. Agents can, for example, update addresses and enter notes both during active conversations and after.

SAFEKEEPING OF CONTACTS

Contact data is saved in Bright Pattern and linked to the original CRM, ensuring that users know the source of the data. Edited contacts, however, are not pushed back to the CRM.

HIGHLIGHTS

Use contact data from integrated CRMs
View, edit, and update contact details from the Agent Desktop
See the original source of contacts
Scenarios automate the retrieval of data from integration accounts

LEARN MORE ABOUT CONTACT & CASE MANAGEMENT

ALL CHANNELS—ONE CONVERSATION

Agents can talk to a person irrespective of the channel or combination of channels used. Calls, chats, and emails can come and go, and the conversation continues

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CONVERSATON CONTINUITY

When a call is dropped, a redial will bring a customer back to the same agent who handled the call. When a customer calls the next day, the customer can start by referring to the email they sent earlier

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ACTIVITY HISTORY ON CONTACTS

At-a-glance communication history gives agents detailed information about customers, such as the time of the last interaction, transcripts, and notes from agents who handled them

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