The cloud-based omnichannel communication software provider, Bright Pattern expects the integration will allow innovative companies bring the full power of Microsoft Teams, Microsoft Dynamics 365, and Azure to their contact center.
“Bright Pattern has been committed to delivering the most advanced integration for Microsoft-powered contact centers. Our most recent product update brings the power of Microsoft Dynamics, Azure, AI and bots, and Microsoft Teams to improve the customer and agent experience. Our latest integrations make us pioneers in fully leveraging the power of all innovative Microsoft solutions for contact centers,” said Konstantin Kishinsky, CTO of Bright Pattern.
According to Bright Pattern, the Microsoft Teams integration will enable organization integrate Microsoft Teams implementation directly into their Bright Pattern agent desktop, which will give agents the ability to communicate with colleagues in the same desktop window as the customer – agents don’t have to stop the customer conversation to communicate with their colleagues.
Bright Pattern built the Microsoft Teams integration with many features for both agents and MS teams users including visible user presence, ability to invite subject matter experts to join phone calls for transfers and conference calls, visible Microsoft Teams directories and group membership, allows users outside the call center to call agent extensions as well as starting chats with agents as if it was a regular Microsoft Teams conversation.
Furthermore, Bright Pattern’s Microsoft Teams integration is claimed to enables omnichannel communication throughout an enterprise such as giving the enterprise the ability to move conversation from Microsoft Teams to any channel – voice/chat/text/SMS/messengers, or inviting Microsoft Teams users outside of the call center to join conversations over SMS, web chat, Facebook Messenger, Twitter direct messaging, Viber, LINE, and other messengers as well as using their Microsoft Teams extension as a phone device option or softphone.