CONTACT CENTER SOFTWARE INTEGRATIONS

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MICROSOFT DYNAMICS 365 INTEGRATION

Microsoft Dynamics 365, a cloud CRM solution running on Microsoft Azure, uses a suite of business applications connected through a common Microsoft cloud platform to provide insights into a business’s customers, interactions, and operations.

Our integration makes it easy to access and use Dynamics 365 data in your Bright Pattern Contact Center operations, providing comprehensive customer service to your existing contacts. Engage with customers on their channel of choice, and empower agents with single sign-on, Dynamics 365 data-driven interaction routing, screen-pop, activity history, and click-to-call functions.

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ORACLE SERVICE CLOUD INTEGRATION

The Oracle Service Cloud customer relationship management (CRM) platform combines the power of contact center applications and customer service systems, providing tools that drive social, web, and contact center customer services.

Bright Pattern’s seamless integration with Oracle Service Cloud CRM applications provides an easy-to-use Agent Desktop user interface designed to reduce agent training requirements. Agents can use the same Oracle Service Cloud contacts and tools with which they are familiar, through Bright Pattern’s efficient, streamlined UI. Increase agent productivity and improve the customer experience with integrated UI, featuring click-to-call, screen pop, automated identification, prioritization, self-service, and much more.

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SALESFORCE INTEGRATION

Salesforce CRM platform helps businesses of all sizes and in all industries connect to customers and manage the customer journey.

Bright Pattern’s integration with Salesforce provides your contact center with single agent sign-on, Salesforce-data-driven interaction routing, screen pop, activity history, and click-to-call functions. Improve the customer experience with automated identification (SOQL/SOSL), prioritization, and self-service, while boosting agent productivity with integrated UI for sales, service, and marketing.

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SERVICENOW INTEGRATION

ServiceNow IT service management software is changing the way that businesses, employees, and customers work together to resolve service inquiries.

Bright Pattern Contact Center integration with ServiceNow brings experts or knowledge workers into customer conversations, in context, to assist with problem resolution or service request fulfillment faster. The omnichannel communications capabilities afforded by our integration enables seamless conversations between customers, clients, and knowledge workers using voice, messaging, email, and video in ServiceNow.

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ZENDESK INTEGRATION

Zendesk customer service and engagement applications help businesses bring customer interactions together over multiple channels, such as Zendesk chat, phone, email, and social media.

Bright Pattern cloud contact center software interfaces directly with Zendesk, so that contact centers using Zendesk can take advantage of Bright Pattern’s features without losing their existing data records and contacts. Manage increasing contact volume, provide better service to your customers, and increase agent productivity and performance with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket.

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CLOUD APIS

A number of cloud APIs and integration tools let Bright Pattern move beyond out-of-the-box call center software integrations.

WORKFORCE OPTIMIZATION AND WORKFORCE MANAGEMENT INTEGRATIONS

Increase productivity and reduce cost with Workforce Optimization (WFO) and Workforce Management (WFM) integrations. Improve KPIs, Quality Management, schedule forecasting and coaching abilities with top integrations with NICE WFO, Aspect, Pipkins and Monet.

BRIGHT PATTERN CONTACT CENTER IS INTEGRATED WITH THE FOLLOWING SOLUTIONS: