From Bright Pattern Documentation
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