Retrieve Data From Your Favorite CRM
Bright Pattern Contact Center integrates with customer relationship management (CRM) software applications such as RightNow, Salesforce, ServiceNow, and Zendesk. Your customers’ contact information and activity history is managed in your CRM and accessed by our contact center solution for a seamless integrated experience. Agents can view contacts, interact with them, and view their communications history with your customer, all from the Agent Desktop application.
What your contact center does with the data it retrieves from the CRM is specified in our intuitive Scenario Builder application, which is used to build complex workflows for automated interaction processing. Scenario “blocks” for integrations are dragged onto a workflow that specifies the data to get, what to do with it, and how to call it. The Salesforce.com Search block, for example, can be added to a scenario in order to execute specified Salesforce.com (SFDC) record selection statements and search through SFDC data.
Types of Data Access
Our data access integrations allow you to create objects in the CRM database, screen-pop CRM data or other information to the agent’s desktop, search data, and update properties of specific objects. Object properties are specified in JSON format using variables.
- Integrated Agent Desktop retrieves data from your CRM of choice
- Drag-and-drop placement of user-friendly data access scenario blocks
- CRM data (i.e., customer contacts, communication history) populates the integrated desktop
- Screen-pop data to your agents’ screens
- Create objects in databases
- Easily search data
Learn More About Omnichannel Scenarios, IVR and Workflow
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