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


The YMCA of the North, a nonprofit with over 370,000 members, chooses Bright Pattern over Five9, Genesys, inContact, and RingCentral to power their customer experience.

SOUTH SAN FRANCISCO, Calif., May 4, 2021 /PRNewswire/ — Bright Pattern, a leading provider of AI-powered cloud contact center software, has been chosen by the YMCA of the North, a nonprofit dedicated to strengthening communities through youth development, healthy living, and social responsibility. The YMCA of the North relies heavily on ServiceNow for their ticketing and CRM systems, Microsoft Dynamics for info gathering, and Microsoft Teams to tie together approximately 3,800 employees. Bright Pattern was the only contact center vendor that provided integrations to all of the YMCA of the North’s existing systems. “Bright Pattern simply flipped a switch, and our ServiceNow, Microsoft Dynamics, and Microsoft Teams integrations worked perfectly,” remarked Darren Alick, Senior Director of Customer Experience at the YMCA of the North. “Bright Pattern’s Microsoft Teams integration allows our approximately 3,800 employees to connect seamlessly with the call center, allowing our organization to function like an octopus. Employees bring in data, which is aggregated in a central hub for all to access. Information access is easy and we can seamlessly deliver a great customer experience.”

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Read the full YMCA of the North Case Study

The YMCA of the North was able to automate much of their business process and, in return, do more tasks with fewer agents, decrease the amount of time needed for onboarding customers, and save several minutes per agent per ticket. Only a couple of months after implementing Bright Pattern’s contact center solution in their customer service, the YMCA of the North was able to save around $36,000 due to decreases in agent time spent on the phone, increases in agent efficiency, and automation of routine tasks. The YMCA of the North predicts that through Bright Pattern’s software, they will be able to recoup the full cost of Bright Pattern’s platform in only 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 manipulating and tinkering. We want to flip a switch and get right to it. Bright Pattern provided an actual API that truly integrates Bright Pattern with ServiceNow, making implementation easy and quick,” continued Darren.

Bright Pattern Microsoft Dynamics 365 and ServiceNow Integrations

Bright Pattern integrates with Microsoft Dynamics 365 and ServiceNow to make the customer service experience better for both agents and customers. Bright Pattern’s integration uses customer data to make the customer journey seamless while giving agents the information they need to provide the best possible customer experience.

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

  • Communicate on new digital channels – Bright Pattern allows agents to handle interactions on any channel, like voice, email, chat, IVRs, SMS, messaging apps, text, video chat, and chatbots
  • CRM data is readily available to agents – Bright Pattern’s integration allows interactions to be handled directly from the CRM desktop or Bright Pattern’s omnichannel desktop. CRM data is at the fingertips of agents
  • Contact recognition and identification – Bright Pattern uses CRM data to personalize customer interactions by dividing calls based on segment, prioritizing certain calls, and routing customers to the right agent. Allow customers to immediately connect to specific agents based on set privileges and statuses.
  • Create customized survey forms to send to customers after interactions through the integration. Set up workflows that will automate the sending of surveys after any interaction to measure the Voice of the Customer
  • Activity and interaction history that happen over Bright Pattern’s platform is automatically uploaded to the CRM with transcripts and recordings

More on Bright Pattern and Microsoft Dynamics

More on Bright Pattern and ServiceNow

“A Microsoft Teams integration was a key requirement for the YMCA of the North and they want to be able to have the integration available directly in the CCaaS desktop,” explained Michael McCloskey, CEO of Bright Pattern. “Bright Pattern’s Microsoft Teams integration was superior to the competition and a key factor in their decision to select Bright Pattern.”

Bright Pattern Microsoft Teams Integration

  • See user presence on Bright Pattern’s platform. Agents can see if a colleague is online, away, busy, or offline, and bring them into a contact center conversation immediately
  • Invite 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
  • Move the conversation from Microsoft Teams to any channel, like voice, chat, text, SMS, messengers, etc.
  • Invite subject matter experts to join phone calls for transfers and conference calls
  • See Microsoft Teams directories and group membership
  • Allow users outside the call center to call agent extensions
  • Allow users outside the call center to start chats with agents as if it was a regular Microsoft Teams conversation
  • Use their Microsoft Teams extension as a phone device option or softphone

More on Bright Pattern and Microsoft Teams

Companies of all sizes select Bright Pattern to power their 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-first architecture. Bright Pattern was recently recognized by Ovum as a Market Challenger, by Omdia for best platform functionality, by Frost & Sullivan as a top-performing vendor, and by Gartner as a leader in the Call Center FrontRunners Quadrant.

About Bright Pattern

Bright Pattern provides the simplest and most powerful AI-powered omnichannel contact center software and service management solutions for innovative midsize and enterprise companies. To make customer service brighter, easier, and faster than ever before, Bright Pattern offers the only true omnichannel cloud platform with embedded AI that can be deployed quickly and nimbly by business users—without costly professional services. Bright Pattern allows companies to offer an effortless and personal customer experience across channels like voice, text, chat, email, video, messengers, and bots. Bright Pattern also allows companies to measure and act on every interaction on every channel with embedded AI omnichannel quality management. The company was founded by a team of industry veterans who pioneered the leading contact center solutions and are now delivering an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries.

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Handicraft Furniture setting a new trend in the interior and home décor industry

Handicraft Furniture setting a new trend in the interior and home décor industry

Furniture is one of the most prominent and significant aspects of any space. It adds a distinct depth and feel to the décor and enhances its beauty to the next level. Conventionally furniture was considered only as a side element while designing an interior. However, today the trend has changed; the limelight is on the furniture and furnishing elements. Young interior designers and architects are giving utmost importance to furniture and are heavily investing their time and efforts to get the best furniture for modern urban spaces.

Antique Handicraft Furniture

Saharanpur – the furniture city of India is renowned for its explicit patterns, wide motifs, and creativity. The city is home to some of the most skilled and proficient artisans and craftsmen. These creative enthusiasts are known for their attention to detail, intricate carving, and eye for perfection. The finishing and look of the furniture created in this city are beyond comparison. Craftatoz is one of the reputed furniture manufacturing companies in India. Established in the year 1989 in Saharanpur, the company has more than 300 trained and skilled workmen. The antique and eternal furniture created by Craftatoz sets the perfect symphony of texture and gives your space a stunning and grandeur appearance.

Furniture artefacts are one of the worthwhile investments. It not only augments the overall appearance of your room but also meticulously sets the whole ambience. The novelty and ethnic feel of antique furniture make it highly popular amongst the masses. The designers and interior decorators are hunting unique and exquisite antique furniture that connects one with the Indian roots. Craftatoz is one of its kind of handicraft furniture manufacturing company striving to preserve the Indian handicraft industry and introducing artistic handicraft furniture that is spectacular and awe-inspiring.

Preserving the art of Handicraft

Handicraft furniture online is a part of Indian heritage and culture from the Britishers time. Handicraft furniture speaks volumes about our rich history and love for art. Handicraft furniture is an integral part of our interiors and gives your premise an elegant touch. However, over the period of time with the introduction of modernization and machine-made furniture, the significance of handicraft furniture has been also affected to a great extent.  Furniture giants like Craftatoz are exerting themselves to promote the artisan’s talent and preserve the art of handicraft. They are bringing handicraft furniture to modern homes and preserving our legacy. Handicraft furniture is a seamless combination of modern art, style, and antiquity. They are unmatched and a true epitome of sophistication.

Handicraft furniture suits your décor and adds more splendor to it

The latest global trend in home furniture and decoration is Handicraft Furniture. Décor with the layer of Indian handicraft products and furniture creates an interesting décor and creates an impeccable melody of texture, color, fabric, styles, etc. Antique handicraft furniture in the form of mirrors, center table, jharokhas, Chandeliers, key holders, table lamps, corner tables, and much more. Handicraft Furniture is true alchemy of style and poise. They are an ideal fit for any modern urban or conventionally designed abodes. The handicraft wooden furniture celebrates luxury and creates a lavish feel.

The matchless collection of handicraft furniture

Handicraft furniture is never outdated. They are timeless and always in fashion. Other furniture styles may come and go but the love for Indian handicraft and artistic furniture is increasing at an enormous rate. A true lover of Indian culture and exclusive products is sure to get impressed by the sumptuous range of handicraft furniture offered by Craft atoz. The handicraft furniture can truly revamp your furniture and add a gleam to your interiors. Handicraft furniture is available in size, style, and pattern. The availability of premium grade handicraft furniture collection has led to an immense increase in the demand and utility of the same. Interior designers and décor experts are incorporating handicraft furniture to create a comprehensive mood of the space and give it a cutting-edge.

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Like every industry, the furniture industry has also witnessed several ups and downs. The trends in the furniture industry are ever-evolving. There are continuous introductions and upgrades in this sector. However, the heart of the furniture segment is still ‘Handicraft Furniture’ the simplicity, quirkiness, antique touch, regal patterns and immersive feel of handicraft furniture still continue to mesmerize everyone with its grandeur and sheer opulence.

Handicraft furniture is at the pedestal and gaining substantial attention worldwide. They are widely acknowledged as one of the most reputed, credible, and authentic Indian art forms. The handicraft furniture reflects the legacy of the country and opens new avenues for Indian craftsmen and artefacts. Craftatoz with an aim to provide these artists global exposure and widespread Indian culture to every corner of the world brings a well-thought, finely detailed range of handicraft furniture that creates the cult and sets new milestones in the world of online furniture.


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