Bright Pattern Call Centre Software and Microsoft Dynamics 365 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 centre 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.
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. The Bright Pattern call centre solution was architected from the beginning to natively support all communication channels. As an example, customers can start talking on a web chat, switch to a call, and move to SMS/text, and the Bright Pattern solution will manage it all as if it were a single conversation.
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. Integrated bots are leveraged to interact with end-customers through a chat interface to provide enhanced customer satisfaction and to eliminate waiting time.
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.
Bright Pattern and Microsoft are a natural combination to deliver a great customer experience. By combining the rich data from Dynamics 365 with the most advanced omnichannel contact centre solution in the marketplace, this partnership will deliver exceptional results for sales, marketing, and customer service applications.
- Omnichannel cloud-based contact centre
- Inbound call centre
- Outbound call centre
- Blended call centre
- All digital channels (chat, email, SMS/MMS, messengers, video, etc.)
- Automatic call distribution (ACD)
- Computer telephony integration (CTI)
- Screen-pop functionality
- Intelligent call and digital routing
- Integrated Voice Response (IVR)
- Omnichannel quality management across all channels
- Click-to-call, click-to-chat capability
- Predictive, progressive, automatic, and preview dialling
- Single sign-on with Azure
- Rich administration and supervisor tools
- AI integration
- Call recording
- Screen recording
- Built-in knowledge base
- Omnichannel Agent Desktop
- Real-time quality monitoring
In order to get the most out of your Microsoft Dynamics 365 call centre integration, you need the most advanced omnichannel call centre product in the marketplace. Bright Pattern enables a company to deliver actionable information and key data to the most relevant point in the conversation. No matter what channel you are communicating on with your customer, Bright Pattern will ensure a successful customer journey.
MICROSOFT DYNAMICS 365 CALL CENTRE INTEGRATION BENEFITS WITH BRIGHT PATTERN
MULTICHANNEL VERSUS OMNICHANNEL CONTACT CENTRE SOFTWARE
Both multichannel and omnichannel customer service and contact centre 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 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 centre 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.
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 Bright Pattern omnichannel contact centre 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 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.
While swift and effective customer service is naturally the primary goal of any contact centre, it’s imperative to make sure agents have the best tools possible for customer care. In fact, the technology available is one of the top influencers for agent performance and satisfaction. Without motivated agents, it would be impossible to run an efficient contact centre. Therefore, getting this aspect of your business right will have positive impacts throughout the organization.
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.
Additionally, agent turnover will be greatly reduced thanks to technology that is both powerful and easy to use. Agent turnover is, unfortunately, common in customer care positions—particularly contact centres—and research indicates the problem is increasing. This results in higher costs, lower productivity, and wasted time and money spent hiring and training new agents. A long-term investment in a system that improves call centre agent morale will more than pay off in the long run.
Bright Pattern offers many benefits to Dynamics 365 call centre 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.
A TRUE OMNICHANNEL ROUTING ENGINE
Another benefit to Bright Pattern’s omnichannel contact centre solution is that it offers a powerful omnichannel routing engine with all channels unified—rather than the multichannel approach that lacks context and personalization.
Most contact centre solutions still rely on multichannel “siloed environments,” or separate touch points, resulting in friction for the customer journey. Consider a situation where a customer speaking to an agent on one channel has to switch to a different agent, simply because the customer wants to interact on a different channel. These compartmentalized experiences create friction both ways, and today’s customers don’t view companies in silos.
Customers are used to being able to shop in stores if they so choose, or shop online and have a consistent and personal experience with either option. They’re expecting the same of all their interactions, and the best companies unify all communication channels and create brand loyalty.
Bright Pattern’s advanced omnichannel call centre solution allows companies to deliver a rich and personal solution for contact centres that can be easily implemented. With all communication channels for agents and customers included natively, there are no integrations or disparate systems to get used to, and attention can be focused solely where it needs to be—on the customer. With the Bright Pattern omnichannel contact centre solution’s intelligent omnichannel routing capability, customers are automatically directed to the correct resources for their needs, and they are connected to an agent with the appropriate skill level for the situation if further assistance is required.
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.
Offering seamless and personalized experiences to customers and improving agent morale and productivity isn’t where the benefits end. Bright Pattern’s omnichannel contact centre platform can also provide custom journeys for customers based on defined business rules and preferences. Our drag-and-drop journey-building application, or Scenario Builder, provides the tools to create the customer journey that best fits your business strategy with a powerful and simple user interface.
Business rules are easy to create, modify, and maintain. For example, priority customers can be offered a top-tier chat as soon as they log in for immediate assistance. Or, better yet, they could even be set to be routed to an agent who is familiar with their needs. Using best research business practices, customers can be routed for either email, text messaging, live chats, or phone calls based on previous user history or preferred contact method. Business leaders have full control over exactly how the Bright Pattern omnichannel contact centre software helps them achieve their goals.
Use the Bright Pattern Microsoft Dynamics 365 call centre 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 centre platform has powerful customer analytics, reporting, and quality management capabilities across all channels in a single view.
Customer analytics are the backbone for providing an exceptional level of customer satisfaction. The more data analytics tools your business has at its disposal to help determine customer buying habits and needs, the better prepared you will be to provide an exceptional customer journey across all channels.
Analysing customer data collected in a call centre 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.
Bright Pattern has advanced analytic and quality management capabilities. In addition to real-time and historical business analytics, Bright Pattern is the first to offer omnichannel quality management across all communication channels, including recordings, transcription, speech analysis, and more.
MICROSOFT 365 CALL CENTRE INTEGRATION AND BRIGHT PATTERN SUMMARY
The Bright Pattern omnichannel contact centre solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey. As the name suggests, the omnichannel platform allows representatives to engage with customers across a wide variety of channels (e.g., voice, IVR, SMS, chat, messaging, etc.) and effortlessly switch between them. The Bright Pattern omnichannel contact centre platform accesses the rich data contained in Microsoft Dynamics 365 to provide context and all relevant information across all channels as if it were a single conversation, resulting in greater personalization and higher levels of customer satisfaction.