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Integration Features

Integration configuration provides your contact center with single sign-on, Dynamics 365 data-driven interaction routing, screen-pop, activity history, and click-to-call functions.

Full list of features:

  • Single sign-on with Microsoft Azure using SAML 2.0
  • Screen pop data objects to agents
  • Transfer screen with transfer
  • Switch screen contents when switching between conversations
  • Click-to-dial functionality
  • Ability to associate objects with the conversation
  • Activity history
  • Play recordings from within activity history
  • Direct access to Dynamics 365 data via Microsoft Web API
  • Automatic contact identification and contact creation via Dynamics 365 data
  • Dynamics 365 records management via scenarios
    • Create new objects
    • Update objects
    • Delete objects
    • Search objects
    • Screen-pop objects
  • Embedded Agent Desktop widget in Dynamics 365 environment

With the release of CIF 2.0, Dynamics 365 now supports multi-session Customer Service Workspaces. This new application works well with simultaneous conversations across multiple channels, with each session (top-level tab) corresponding to Bright Pattern integrations.

CIF 2.0 supports the following features:

  • Multiple browser tabs within a customer service workspace
    • Individual tabs for each interaction (session tabs)
  • Multiple screen pops/object tabs for each interaction
  • Current Dynamics object tracking
  • Send currently tracked Dynamics objects to a call party
  • Blind transfers of currently-tracked Dynamics objects to internal extensions
  • Click-to-dial support
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