As Microsoft Teams gains importance outside the contact center, the needs of agents, supervisors, and administrators inside it remain uniquely important. Bright Pattern now integrates Microsoft Teams with its platform, providing the best solution for organizations seeking to connect the two user groups and add phone services to Teams users. And Bright Pattern enables companies to do this without relying on additional components or sacrificing its leading contact center functionality.
Integration starts with connecting Microsoft Teams users to the contact center. Having built in communication tools without needing to switch between applications is great for productivity. Bright Pattern provides this by listing Teams users in the Agent Desktop directory. Status information is also displayed so it is easily determined who is online, away, or busy. Teams users are also able to view Agent Desktop users and see who is busy on a call.
Linking Microsoft Teams and the contact center requires more than just a visual aid, but also a means to share information. Agent Desktop and Teams users are able to send messages to each other and make voice calls. Even more useful for those inside the contact center is Bright Pattern support for adding Teams users to established conversations through both voice and text. This means when a client calls in or sends a message through SMS or messaging application, the agent is able to bring in staff from outside the contact center on Teams to contribute when needed.
What does this look like in a real world example? Let’s take a support staff receiving an urgent message from a client asking for someone to call them immediately. The representative can directly call the client at that number from Agent Desktop and attempt to resolve the issue. During the call, they determine that the matter needs to be escalated and this company has engineers available who work outside the call center but are using Microsoft Teams to collaborate. The support representative can find an engineer in the directory who is online, add them to the call, and the three parties are able to find a resolution together and update the case. This is all done seamlessly through Bright Pattern’s integration with Microsoft Teams, and shows the power of bringing the two platforms together.
Besides integration with Microsoft Teams, Bright Pattern can also provide phone capabilities for Teams users. The softphone built into Teams can connect to the PSTN through several different providers, but for organizations that have a call center, it makes sense to use Bright Pattern and then connect Teams users in many cases. It’s simpler to use a single solution that meets all the requirements rather than multiple ones. Bright Pattern provides additional features such as recording and transcribing calls. And Bright Pattern has a greater global presence for international and distributed entities, allowing for phone number assignments and outbound calls from a greater number of countries than other solutions, including the Microsoft Calling Plan. Bright Pattern also provides PBX capabilities to callers on Microsoft Teams, meaning they can be assigned extensions and take advantage of features like call queuing and an interactive directory.
For Microsoft Teams environments, using Bright Pattern is a complete and simple solution to meet your needs. You can transform your organization to be better integrated across the contact center and deliver phone support without additional expenses or complications.