Automatic Contact Population
If a contact is present in a linked CRM, the local contact is created automatically and linked to the source
WORKING WITH INTEGRATION ACCOUNTS
Integration with popular customer relationship management (CRM) software (e.g., Salesforce, Oracle Service Cloud, Zendesk) provides direct access to the contacts, interaction histories, and other information in your CRM’s database. If a contact is present in a linked CRM, the local contact is created automatically and linked to the source.
CRM DATABASE ACCESS
Using our innovative scenario workflows, contact cards from integration CRMs are auto-populated with data (e.g., name, address, phone, and so forth). Our contact center solution enables agents to both view that data and append it with new contact details and notes, as they are received from customers during interactions. Agents can, for example, update addresses and enter notes both during active conversations and after.
SAFEKEEPING OF CONTACTS
Contact data is saved in Bright Pattern and linked to the original CRM, ensuring that users know the source of the data. Edited contacts, however, are not pushed back to the CRM.
HIGHLIGHTS
- Use contact data from integrated CRMs
- View, edit, and update contact details from the Agent Desktop
- See the original source of contacts
- Scenarios automate the retrieval of data from integration accounts
LEARN MORE ABOUT CONTACT & CASE MANAGEMENT
Agents can talk to a person irrespective of the channel or combination of channels used. Calls, chats, and emails can come and go, and the conversation continues
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When a call is dropped, a redial will bring a customer back to the same agent who handled the call. When a customer calls the next day, the customer can start by referring to the email they sent earlier
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At-a-glance communication history gives agents detailed information about customers, such as the time of the last interaction, transcripts, and notes from agents who handled them
[/bsf-info-box][bsf-info-box icon=”icomoon-BRANKIC-file-media” icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”AUTOMATIC CONTACT POPULATION” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fautomatic-contact-population%2F|title:Automatic%20Contact%20Population||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]
If a contact is present in a linked CRM, the local contact is created automatically and linked to the source
[/bsf-info-box][bsf-info-box icon=”Defaults-archive” icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”CUSTOMER COMMUNICATIONS HISTORY AT A GLANCE” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fcustomer-communication-history-at-a-glance%2F|title:Customer%20Communication%20History%20At%20a%20Glance||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]
A customer’s complete communication history is organized into cases, which are either open or closed. Open cases show agents the customer’s latest activity in its context
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Supported data append and augmentation providers can help pre-populate new contact data and augment existing contact data with information in the cloud
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BRIGHT PATTERN CALL CENTER SOFTWARE
The choice of enterprises of all sizes and across various industries
We are happy to answer questions, discuss specific workflows and requirements on a live presentation online, describe core benefits, or set up a pilot project to trial our applications without paying any license fees. Let Bright Pattern’s call center solution help you change the pattern of customer service
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