Bright Pattern’s omnichannel contact centre solution can fully integrate Microsoft Teams. This means subject matter experts from the rest of the business outside the call centre can participate in customer assistance alongside contact centre agents. With Bright Pattern’s Microsoft Teams call centre integration, created a connected contact centre that can utilize the Microsoft Teams solution to bring other Teams users and subject matter experts into contributing knowledge during omnichannel conversations. Bright Pattern is one of the best contact centre vendors and innovators in MS Teams integration.
Bright Pattern has integrated its omnichannel contact centre software with Microsoft Teams to harness the combined strengths of both systems in a smooth and unified solution.
Engaging an expert during a customer call or chat is made simple through Teams. You can easily locate them using the integrated directory or by asking a question in Teams channels. Once found, you can check their availability and either ask them a question or bring them into the conversation directly. This functionality extends beyond calls to customer chats as well, all without having to switch away from your Bright Pattern agent desktop.
Providing service within the organization is equally straightforward with Teams chats and voice calls. You have access to full omnichannel and AI contact centre capabilities to deliver excellent service directly through Teams.
Additionally, initiating contact with a user in either system via call or chat is effortless at any time.
Bright Pattern’s integration with Microsoft Teams is just one aspect of our commitment to empowering Microsoft users with our omnichannel contact centre solution. Explore our single sign-on capabilities through Entra ID (Azure AD) and AFDS, email integration via MS Graph and Exchange WS, self-service options, identification, and widget for Dynamics 365 CRM, as well as hosting in Azure cloud for private cloud deployments.
Bright Pattern has integrated its omnichannel contact centre software with Microsoft Teams to harness the combined strengths of both systems in a smooth and unified solution.
Engaging an expert during a customer call or chat is made simple through Teams. You can easily locate them using the integrated directory or by asking a question in Teams channels. Once found, you can check their availability and either ask them a question or bring them into the conversation directly. This functionality extends beyond calls to customer chats as well, all without having to switch away from your Bright Pattern agent desktop.
Providing service within the organization is equally straightforward with Teams chats and voice calls. You have access to full omnichannel and AI contact centre capabilities to deliver excellent service directly through Teams.
Additionally, initiating contact with a user in either system via call or chat is effortless at any time.
Bright Pattern’s integration with Microsoft Teams is just one aspect of our commitment to empowering Microsoft users with our omnichannel contact centre solution. Explore our single sign-on capabilities through Entra ID (Azure AD) and AFDS, email integration via MS Graph and Exchange WS, self-service options, identification, and widget for Dynamics 365 CRM, as well as hosting in Azure cloud for private cloud deployments.
Bright Pattern integrates seamlessly with Microsoft products, giving you access to Microsoft Dynamics and Microsoft Teams. Increase channel contact centre functionality, improve your customer service capabilities with the Teams phone system, and deliver a personal customer experience to increase CSAT.
Bright Pattern integrates with powerful artificial intelligence and bot solutions. Utilize auto attendants to capture call details, and experience increased workforce efficiency while improving channel contact centre functionality.
Bright Pattern’s utilizes omnichannel customer communication to deliver an omnichannel customer experience on all channels. Ditch traditional multichannel solution and utilize channels like voice, email, video, text, web chat, SMS, and messenger apps, and perform seamless transitions between channels for better channel contact centre functionality.
It is important to distinguish between a multichannel call centre solution and an omnichannel call centre solution. Both multichannel and omnichannel customer service and contact centre solutions involve communicating through multiple channels that move beyond traditional phone systems. The key difference between the two lies in whether the call centre 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 centre, 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 centre 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.
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 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 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’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.
Bright Pattern’s CCaaS Microsoft Teams integration allows you to see user presence in your contact centre. See whether your teammate is available, busy, away, or offline on Microsoft Teams through Bright Pattern’s cloud contact centre platform. Improve CSAT in the contact centre with Microsoft Teams through unified communications in the business with a Teams contact centre.
Bright Pattern’s omnichannel setup means that the conversation in Teams can happen while your conversations with customers continue on any channel. Utilize a variety of different contact centre functionality to improve the customer experience. Capture call details through interactive voice response (IVR), and utilize omnichannel contact centre functionality within Bright Pattern’s digital contact centre solution to connect with customers on all channels. Make your Microsoft Teams contact centre omnichannel.
Bright Pattern’s Microsoft Teams integration allows the Teams client platform to fully integrate into your MS Teams call centre, meaning your workforce can be divided into teams and groups within the Bright Pattern CCaaS solution. Through Bright Pattern’s deep integrations, Power a Microsoft Teams call centre and allow your cloud contact centre to fully integrate teams into your contact centre.
Bright Pattern’s contact centre platform lets you configure your customer engagement workflows by allowing you to set workflows for specific use cases in your contact centre. Set specific customer engagement workflows within the CCaaS platform and mold Bright Pattern’s digital contact centre solution to your industry.
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