Microsoft Dynamics Integration

Bright Pattern Microsoft Dynamics CRM Integration

Bright Pattern’s contact centre solution integrates with Microsoft Dynamics and other Microsoft products, like Microsoft Teams and Microsoft Azure Cloud, to create a Microsoft contact centre solution to help your contact centre agents deliver seamless customer experiences. Bright Pattern’s omnichannel contact centre solution can utilize your CRM and Microsoft Dynamics to provide a personal customer experience by allowing call centre agents to get access to customer information in the CRM database. Utilize Bright Pattern’s Microsoft Teams integration and CRM customer engagement centre to increase agent productivity and deliver a better customer experience.

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Boost Efficiency and Productivity with Bright Pattern and Microsoft Dynamics 365

Bright Pattern elevates the efficiency and effectiveness of contact centres utilizing Microsoft Dynamics 365 CRM by synergizing the strengths of both platforms.

Efficiency receives a boost through the automation of routine tasks like customer identification and handling common inquiries through self-service options. Even traditional processes like responding to physical mail can be streamlined, with scanned letters automatically routed to agents as CRM cases, ensuring committed service levels.

Productivity sees significant gains as well. Agents benefit from the integration, with customer identification results popping up instantly on their screens. Initiating calls or chat conversations is as easy as a single click directly from the CRM interface. Moreover, every interaction’s history is automatically captured and stored within the CRM. For enterprise users of Dynamics, Bright Pattern provides comprehensive support for multi-session Customer Service Workspaces.

Further enhancing workflow efficiency, crucial updates within the CRM can be automatically triggered post-conversation through Bright Pattern workflow automation.

Bright Pattern’s integration with MS Dynamics 365 CRM underscores our dedication to empowering Microsoft users with a robust omnichannel contact centre solution. Discover our seamless single sign-on capabilities via Entra ID (Azure AD) and AFDS, streamlined email integration through MS Graph and Exchange WS, collaboration facilitated by Teams integration, and the flexibility of hosting in Azure cloud for private cloud deployments.

Why Clients Choose Bright Pattern

A true Omnichannel solution

The Bright Pattern solution provides the flexibility to switch between communication channels—from voice calls and messaging apps like Facebook Messenger to SMS/MMS, video, and more—while retaining context (by delivering relevant data from Dynamics 365) for a personalized customer experience.

AI and Bot Enabled

Bright Pattern also integrates with powerful artificial intelligence (AI) and bot solutions to give agents and customers enhanced automation to speed time to resolution and improve the customer experience. Bright Pattern works with AI-powered bots of third-party vendors, including Microsoft.

Cloud based customer experience

As the only cloud customer experience platform that runs on the Microsoft Azure cloud, Bright Pattern shares Microsoft’s strategic vision for a mobile world of customer engagement with the strongest mobile capabilities, including in-app messaging (e.g., chat, video chat, document sharing, etc.), messenger channel support, and SMS/text messaging.

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Omnichannel Capabilities with CRM Solutions

Bright Pattern’s Microsoft Teams Integration utilizes CRM data within Microsoft Dynamics to help call centre users deliver better customer service and a more personal customer experience by delivering critical customer information to the hands of the call centre users. Information from the CRM is delivered to call centre users directly from Microsoft Dynamics through Bright Pattern’s platform, and call centre agents can utilize this information on their unified agent desktop to deliver great customer service that matches what people expect of the customer journey today as well as make your business’s contact centre operations more seamless. Transform your Microsoft Dynamics contact centre with Bright Pattern.

Bright Pattern’s platform is an omnichannel contact centre platform and omnichannel customer experience platform that allows you to deliver customer service on any digital channel. A traditional multichannel approach and multichannel call centre software solution means that channels of communication and communication workflows are often siloed, making the entire customer journey feel rough and filled with friction. This means your call centre can connect with customers on channels like voice, text, SMS, messenger apps, email, and more. The Bright Pattern solution allows your agents to switch the call centre channel of communication with the customer to any call centre channel or preferred form of interaction. This creates much more personalization for the customer, leading to a better customer experience.

By integrating Bright Pattern’s platform with Microsoft Dynamics, your contact centre solution can store information on interactions on any call centre channel into your CRM database. Utilize the Bright Pattern Microsoft Dynamics integration to power your Microsoft Dynamics call centre.

Empower Agents with Bright Pattern

Bright Pattern’s platform and omnichannel contact centre capabilities can empower call centre agents. Bright Pattern’s platform has a single unified architecture, meaning that the ease of implementation is very high and the Bright Pattern solution is very easy to use. Bright Pattern’s platform allows agents to use an omnichannel user interface that is intuitive and can be easily utilized by a global pool of agents due to the cloud architecture.

Bright Pattern can also facilitate collaboration through Bright Pattern’s Microsoft Teams integration. Bright Pattern integrates with Microsoft Teams to allow agents to communicate with each other easily and promote workforce communication. Through Bright Pattern’s Teams integration, allow agents to share knowledge and collaborate, allowing them to deliver high-quality omnichannel customer service while empowering them to be knowledge workers.

Integrate Microsoft Products with Your Platform

Bright Pattern’s advanced contact centre solution allows your connected contact centre to integrate various Microsoft products for a fully-capable Microsoft call centre software. Bright Pattern’s omnichannel contact centre platform allows your virtual contact centre to integrate Microsoft products like Microsoft Dynamics CRM, Microsoft Teams, and Microsoft Azure Cloud.

Utilize various Microsoft products, like Microsoft Teams and Microsoft Dynamics CRM, to supplement your contact centre technology and omnichannel contact centre capabilities. Bright Pattern accesses your CRM integration so your agents can see the entire customer journey, helping agents create more personalization while making the interaction more efficient to improve KPIs.

Improve Customer Engagement With the Latest Features

Bright Pattern’s digital contact centre solution allows your CRM customer engagement centre to deliver premium customer service to call centre channel users and customers. Bright Pattern’s contact centre technology is based on the cloud, meaning that your business can take advantage of the latest features. Whether you’re the admins of small businesses or a member of a large enterprise with a global pool of agents and many call centre entities, Bright Pattern and its contact centre integration with other technology like the Dynamics CRM allows you to deliver a successful interaction experience.

Bright Pattern is one of the foremost innovators as a contact centre solution provider. Bright Pattern’s platform is omnichannel, meaning your agents can get access to features like powerful omnichannel routing technology, powerful omnichannel routing engine, support of various digital channels, messenger channel support, and access to the mobile world of customer engagement through messenger apps and mobile apps. Bright Pattern also utilizes powerful artificial intelligence to make contact centre processes more efficient, allow admins to utilize powerful customer analytics, and increase the value of the customer experience. Bright Pattern has high flexibility through call centre integration and restful APIs. Integrate Microsoft Teams, your CRM of choice, and more into your call centre platform.

Omnichannel Quality Management

Bright Pattern’s Omni QM technology utilizes powerful customer analytics to help businesses monitor the entire customer journey. Bright Pattern addresses gaps in quality management that businesses may experience through the use of omnichannel capabilities. With Omni QM, your supervisors and admins can monitor 100% of all interactions on all channels. If integrated with call centre Microsoft Dynamics technology, your supervisors can access Microsoft Dynamics within the Bright Pattern platform and CRM forms to review agent performance in your contact centre. Improve your quality management capabilities in all areas of business, and improve the customer experience while boosting metrics and KPIs.

Additional Bright Pattern Features

Powerful Integrations


Users Love Bright Pattern

“The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day.”
Derek G.

Director of Contact Centre Operations

“It is an extremely robust, while easy to use software. It can handle massive telephony centres with ease while maintaining competitive telco charges.”

BPO Technology Lead

“Great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.”
Sean Rivers

Director of Operations Technology

“We have switched over from Interactive Intelligence 3 years ago and have been really happy so far. We had 100% up-time and enjoy the cooperation with their software developers and management team.”
Othmar B.

VP Marketing

“I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. ”
Julie T.

Retail Support Representative

“The system was very easy to setup along with training and onboarding from the Bright Pattern team. We use Bright pattern for inbound transactions, such as incoming calls, emails and chat. The reporting tools are easy to use and propvide the SLA data required for our partners.”
Sal Y.

Head of Customer Support

Frequently Asked Questions

Bright Pattern is the best contact centre solution provider to support a Microsoft-driven contact centre. Bright Pattern integrates with Microsoft products like Microsoft Teams, Microsoft Dynamics, and more. Utilizing restful APIs and the drag-and-drop scenario builder, Bright Pattern’s platform can easily integrate Microsoft technology while making it easy for supervisors and admins to build workflows that match any specific use case that your industry needs. Allow agents to follow the entire customer journey and personalize the experience, while collaborating with other agents to deliver the best possible customer experience.

Bright Pattern’s contact centre platform is built to be adapted to any use case for any industry. Bright Pattern can open a contact centre anywhere for industries around the world with custom use cases. Through the Scenario Builder in Bright Pattern’s platform, customize the customer journey for any use case.

Whether you run sales-focused outbound call centres that rely on predictive dialer or a customer service department that relies on IVR with queueing and the routing of traditional phone calls for marketing cloud applications, Bright Pattern and our capability overviews has all the features that your call centre needs.

Omni QM is Bright Pattern’s quality management system that enables admins and call centres to monitor call centre performance through a variety of key performance indicators, like uptime, first call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT). Monitor 100% of interactions on all channels with Bright Pattern’s omnichannel platform. Ensure that the customer experience is exceptional on all channels, and all incoming calls or incoming messages are positive experiences for the customer.

Omni QM makes it easy for your call centre admins to monitor the entire contact centre from one unified dashboard. Omni QM also allows supervisors and admins to perform real-time intervention on any channel. For example, if a negative interaction is detected on any form of telecommunications or any channel of communication, admins can redirect the call to a retention specialist. The scripts of the conversation are saved for review and agent retraining. With Omni QM, make every experience, including the IVR experience, a great one.

Bright Pattern’s conversational platforms are omnichannel, meaning that agents and customers can have conversations on any channel, and switch the conversation between multiple channels. This includes digital channels like chatbot, SMS, and messenger apps, as well as traditional channels like voice and email.

Bright Pattern’s omnichannel capabilities are both inbound and outbound. For inbound interactions, callers can be routed to the right person, especially to an agent in an important role who is suited to help that specific issue. This interaction can take place on any channel and interactions can be transferred to specific departments over any channel. With the addition of an IVR system powered by natural language, analytics, and advanced algorithms, running an inbound call centre can be an efficient, frictionless part of your business’s CX strategy. This reduces hold times, helps control call volumes, and increases ROI for your business.

For outbound interactions, Bright Pattern’s contact centre solution utilizes an automated phone system and predictive dialers that can quickly dial and skip automated responses. Bright Pattern’s call centre solution allows customers to callback as well on any channel, increasing satisfaction and leading to a positive customer experience. Bright Pattern’s outbound dialing capabilities can be utilized as part of your CX strategy, and power your outbound CX strategy to be efficient, yet personalized.

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