Microsoft Teams Call Center Solutions

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Bright Pattern for Microsoft Teams

Bright Pattern’s omnichannel contact center solution can fully integrate Microsoft Teams into the platform, allowing your staff and employees to connect with one another easily and seamlessly over Microsoft Teams. Bright Pattern’s Microsoft Teams integration works seamlessly with Microsoft Dynamics to help power your customer’s journey.

Why Clients Choose Bright Pattern

Full CRM Integration with Collaboration
Bright Pattern integrates seamlessly with Microsoft products, giving you access to Microsoft Dynamics and Microsoft Teams and the same platform. Get comprehensive customer info and history while easily collaborating with your teammates for seamless customer experiences.
Extended Communication Channels
Bright Pattern’s platform lets you take the conversation off teams and into other channels. Connect with your teammates over Microsoft Teams through Bright Pattern’s platform, then take the conversation to other channels like SMS, texting, messaging apps, and more.
AI and Bots
Bright Pattern integrates with powerful artificial intelligence and bot solutions. This gives agents and customers enhanced automation to speed up time to resolution and improve the customer experience.

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    Multichannel vs Omnichannel Contact Center Software

    It is important to distinguish between a multichannel call center solution and an omnichannel call center solution. Both multichannel and omnichannel customer service and contact center solutions involve communicating through multiple channels that move beyond traditional phone systems. The key difference between the two lies in whether the call center reps can handle multiple channels and customer interactions simultaneously.

    With a multichannel solution, the customer is offered multiple media channels for communication, such as voice and chat, but the agent can only handle one channel at a time. With an omnichannel contact center, however, multiple channels are offered to the customer and the agent can handle more than one channel at a time. For example, an agent in an omnichannel contact center can accept a chat, answer a call, and respond to an email simultaneously. When a customer is enabled to move between media channels and be served by the same agent in the same conversation, the customer experience improves dramatically.

    EXPLORE OMNICHANNEL

    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 Salesforce 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’s 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.

    Bright Pattern’s omnichannel contact center solution not only enables a seamless transition between channels, but it also allows customers to stay in contact with the same agent, saving them the trouble of having to be transferred to another line or repeating themselves to a different representative.

    Because Bright Pattern’s cloud customer experience platform accesses relevant information from Salesforce and makes it available across all communication channels, your company can be assured that your customers are receiving a personal and successful experience.

    DEMO MS TEAMS SOLUTION

    See Who’s Available On Your Team

    Bright Pattern’s Microsoft Teams integration allows you to see user presence in your team. See whether your teammate is available, busy, away, or offline on Microsoft Teams through Bright Pattern’s platform. Get customers to the right agent or support specialist quickly by figuring out which team member is available at the moment, and reduce friction in the customer journey.

    SKILLS BASED ROUTING

    Extend the Conversation Beyond The Contact Center

    Bright Pattern’s Teams integration allows your agents to seamlessly connect with other members of the company outside of the contact center. Your agents can connect with members of other departments, like the customer support team, sales team, or retail team right inside the Bright Pattern platform through the seamless Teams integration. Your agents can get information and support quickly, even from outside the call center.

    EXPLORE OMNICHANNEL

    Your Teams And Groups On The Platform

    Bright Pattern’s Microsoft Teams integration allows Teams to fully integrate into the platform, meaning that your workforce will be divided into the teams and groups that were set for your organization. Keep your teams and workforce organized for greater productivity, easier communication, and better customer journeys.

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    Manage Workforce Communication Through One Platform

    Microsoft Teams on Bright Patterns allows your agents to quickly chat with administrators and managers, allowing workforce communication to happen seamlessly and easily. With user presence and team chats within the platform, make announcements to your team and keep them up-to-date in Bright Pattern’s platform. Bright Pattern’s Teams integration allows your office to communicate, whether the team is a remote workforce or scattered across the globe.

    EXPLORE WORKFORCE OPTIMIZATION

    Additional Bright Pattern Features

    Unified Agent Desktop
    True Omnichannel
    CRM Integration
    Automated Bot Conversations
    Unified Agent Desktop
    Unified Agent Desktop
    Unified Agent Desktop
    Drag-and-Drop Scenario Builder
    Unified Agent Desktop
    Unified Agent Desktop
    Built-in Quality Management
    Unified Agent Desktop
    Automatic Call Distribution (ACD)
    Sentiment and Text Analysis
    Interactive Voice Response
    Cloud-Based

    Powerful Integrations

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