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.
- 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
We are happy to answer questions and discuss specific workflows and requirements on a live presentation online or set up a pilot project to trial the solution without paying any license fees