Bright Pattern and Microsoft both realize that customer expectations have dramatically changed over the years—customers expect personalization and the ability to choose their preferred form of interaction (e.g., chat, messaging, SMS, voice, etc.). Bright Pattern addresses this problem by delivering a fully integrated omnichannel contact center platform that enables access to the rich data available in Microsoft Dynamics 365. Customers are easily identified, their interactions are personalized, and all interactions are presented in context across all channels and are treated as a single conversation.
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.
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.
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.
Multichannel vs Omnichannel Contact Center Software
Both multichannel and omnichannel customer service and contact center solutions involve communicating through multiple channels. The key difference is the customer experience. The customer journey today often involves several channels and touch points, and customers expect their journey to be consistent and personal across all of them.
The Bright Pattern omnichannel customer experience platform is built on a single unified architecture that manages all channels natively while maintaining context. The result is a consistent, meaningful, and personal customer experience.
The customer journey may start with a desktop visit to the website, followed by a chat or SMS from a mobile device, and escalate to voice via phone. Today’s customers want the ability to interact across channels and have a consistent and personalized experience throughout. A multichannel call center software solution is siloed and creates friction in the customer journey. Because Bright pattern accesses relevant information from Microsoft Dynamics 365 and makes it available across all communication channels, your company can be assured that your customers are receiving a personal and successful experience.
Because Bright pattern accesses relevant information from Dynamics 365 and makes it available across all communication channels, your company can be assured that your customers are receiving a personal and successful experience.
Bright Pattern offers a unified Agent Desktop that allows agents to access any interaction on any channel, be it a phone call, video chat, email, or a bot-enabled chat on a mobile app. This enables agents to see the entire conversation with full context, resulting in a more effective and personal customer experience.
Bright Pattern offers many benefits to Dynamics 365 call center agents, including single sign-on. Just log on one time and you are ready to go. Agents also use an omnichannel user interface that includes all channels, saving them time from having to switch between channels. Screen pop, click-to-call, a built-in knowledge base, and real-time statistics are just a few other features that help increase agent productivity.
Another benefit to Bright Pattern’s omnichannel contact center solution is that it offers a powerful omnichannel routing engine with all channels unified—rather than the multichannel approach that lacks context and personalization.
Bright Pattern omnichannel routing technology allows you to create communication workflows based on the information contained in the Dynamics 365 system. You can route based on almost any information contained in Dynamics 365, including such items as value of the customer, the last agent that serviced the client, skill levels, and more.
Use the Bright Pattern Microsoft Dynamics 365 call center integration to develop your business and communication strategy that best fits your organization. Access Microsoft Dynamics 365 data to make outbound calls, send SMS notifications, or deliver premium customer service to your most valued customers. You decide the strategy and channel and Bright Pattern will ensure that your customers receive a personal and successful interaction experience.
The Bright Pattern omnichannel contact center platform has powerful customer analytics, reporting, and quality management capabilities across all channels in a single view. Analyzing customer data collected in a call center will help other areas of business by providing direct insights into the elements that need to be improved or optimized.
Aligning with the customer journey can increase company loyalty in many ways, such as providing better support paths to fast resolution, helping agents contact priority customers with personalized offers, and targeting those who are most likely to buy.
“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.”
Director of Contact Center Operations
“It is an extremely robust, while easy to use software. It can handle massive telephony centers 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.”
Director of Operations Technology
“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. ”
Retail Support Representative
“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.”
“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.”