The YMCA of the North Chooses Bright Pattern Contact Center Software for Tight Integration with ServiceNow, Microsoft Dynamics, and Microsoft Teams – About Your Online Magazine

The YMCA of the North, a non-profit organization with more than 370,000 members, chooses Bright Pattern over Five9, Genesys, inContact and RingCentral to enhance the customer experience.

SOUTH OF SAN FRANCISCO, California., May 4, 2021 / CNW / – Bright Pattern, a leading provider of AI technology cloud contact center software, was chosen by Northern YMCA, a non-profit organization dedicated to strengthening communities through youth development, healthy living and social responsibility. The YMCA of the North relies heavily on ServiceNow for its ticketing and CRM systems, Microsoft Dynamics for information collection and Microsoft Teams to bring together approximately 3,800 employees. Bright Pattern was the only contact center supplier that provided integrations with all existing YMCA Northern systems. “The Bright Pattern simply pushed a button and our integrations with ServiceNow, Microsoft Dynamics and Microsoft Teams worked perfectly,” he noted. Darren Alick, Senior Director of Customer Experience at the Northern YMCA. “The integration of Microsoft Teams from Bright Pattern allows our approximately 3,800 employees to connect seamlessly with the call center, allowing our organization to function like an octopus. Employees bring data, which is aggregated into a central hub for everyone to access. Access information is easy and we can offer a great customer experience perfectly. “

Read the full Northern YMCA case study

The Bright Pattern simply pushed a button and our integrations with ServiceNow, Microsoft Dynamics and Teams worked perfectly.

The Northern YMCA was able to automate many of its business processes and, in return, do more tasks with fewer agents, decrease the time required for integration customers and save several minutes per agent per ticket. Just a few months after implementing Bright Pattern’s contact center solution in its customer service, YMCA do Norte was able to save money $ 36,000 due to decreases in agent time spent on the phone, increases in agent efficiency and automation of routine tasks. YMCA do Norte predicts that, through the Bright Pattern software, they will be able to recover the full cost of the Bright Pattern platform in just seven months.

“When it comes to integrating a call center platform with our existing call center technology, like ServiceNow and Microsoft Teams, we don’t want to have to do a lot of manipulation and adjustments. We want to turn a switch and go straight to the point. Bright Pattern provided a real API that really integrates Bright Pattern with ServiceNow, making implementation easy and fast, “continued Darren.

Microsoft Dynamics 365 Bright Pattern and ServiceNow Integrations

Bright Pattern integrates with Microsoft Dynamics 365 and ServiceNow to make the customer service experience better for agents and customers. Bright Pattern integration uses customer data to make the customer journey perfect, while providing agents with the information they need to provide the best possible customer experience.

The Bright Pattern integration empowers the agent with information, provides customers with a more personalized experience and reduces the effort for agents and customers:

  • Communicate on new digital channels – Bright Pattern allows agents to handle interactions on any channel, such as voice, email, chat, IVRs, SMS, messaging apps, text, video chat and chatbots

  • CRM data is readily available to agents – Bright Pattern integration allows interactions to be handled directly from the CRM desktop or the Bright Pattern omnichannel desktop. CRM data is available to agents

  • Contact recognition and identification – Bright Pattern uses CRM data to personalize customer interactions, dividing calls based on segment, prioritizing certain calls and directing customers to the right agent. Allow customers to immediately connect to specific agents based on defined privileges and status.

  • Create custom survey forms to send to customers after interactions through integration. Set up workflows that will automate the sending of surveys after any interaction to measure the customer’s voice

  • The history of activities and interactions that take place on the Bright Pattern platform is automatically uploaded to CRM with transcripts and recordings

More on Bright Pattern and Microsoft Dynamics

More on Bright Pattern and ServiceNow

“The integration of Microsoft Teams was a fundamental requirement for the Northern YMCA and they want to have the integration available directly on the CCaaS desktop,” he explained. Michael McCloskey, CEO of Bright Pattern. “The integration of Bright Pattern with Microsoft Teams was superior to the competition and a key factor in the decision to select the Bright Pattern.”

Microsoft Teams Bright Pattern Integration

  • See the user’s presence on the Bright Pattern platform. Agents can see if a colleague is online, away, busy or offline and bring them into a conversation at the contact center right away

  • Invite Microsoft Teams users outside the call center to participate in SMS conversations, web chat, Facebook Messenger, direct Twitter messages, Viber, LINE and other messengers

  • Move the conversation from Microsoft Teams to any channel, such as voice, chat, text, SMS, messengers, etc.

  • Invite subject matter experts to participate in phone calls for transfers and conference calls

  • Consult Microsoft Teams directories and group membership

  • Allow users outside the call center to call agent extensions

  • Allow users outside the call center to chat with agents as if it were a normal Microsoft Teams conversation

  • Use your Microsoft Teams extension as a phone or softphone device option

More on Bright Pattern and Microsoft Teams

Companies of all sizes select Bright Pattern to enhance the customer experience because of its easy-to-use yet powerful omnichannel platform, offering traditional channels and emerging channels like Facebook Messenger, in-app customer support, enterprise functionality and cloud architecture . The Bright Pattern was recently recognized by Ovum as a Market challenge, by Omdia for better platform functionality, in Frost & Sullivan as a high-performance supplier, and by Gartner as a leader in the FrontRunners Call Center Quadrant.

About the bright pattern

Bright Pattern provides the most simple and powerful AI powered omnichannel contact center software and service management solutions for medium and large innovative companies. To make customer service brighter, easier and faster than ever, Bright Pattern offers the only true omnichannel cloud platform with Embedded AI that can be deployed quickly and agile by business users – without expensive professional services. Bright Pattern allows companies to offer a personal and effortless customer experience on channels such as voice, text, chat, email, video, messengers and bots. Bright Pattern also allows companies to evaluate and act on all interactions across all channels with Omni-channel AI quality management. The company was founded by a team of industry veterans who pioneered leading contact center solutions and are now delivering architecture for the future with a advanced cloud approach first. Bright Pattern’s cloud contact center solution is used globally in more than 26 countries.



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Paula Fonseca