Bucher + Suter Software 

Bucher + Suter Software products

Bucher + Suter Software has developed numerous add-products which complement the Cisco Contact Center core functionality.

Bucher + Suter Software solutions fall into three categories:

  • Bucher + Suter branded products sold exclusively through Bucher + Suter or our resellers.  More information on these products can be found organized by functional category via links to the left of this window. Several of these products have been certified through the Cisco Developer Program.
  • OEM components, branded and sold by our partners.
  • Custom software developed for individual clients. These solutions are often leveraged for new customers as part of a library of reusable components.

Bucher + Suter Product Overview

b+s products cover a broad range of business applications for contact centers.  Each solution allows our customers to work more efficiently and gain greater value from their Cisco Unified Contact Center Enterprise System.   Many companies leverage b+s products as a means to integrate a variety of  third-party products with Cisco's Unified Contact Center Enterprise (UCCE) and enable UCCE to route multi-channel interactions such as e-mail, fax, chat, trouble tickets etc.  The b+s suite consists of the following individual products, which are offered as stand-alone applications from Bucher + Suter:  

  • AdminTool
    Web-based administration and configuration tool for contact center supervisors. b+s AdminTool is an extremely user friendly Interface for managing contact center configurations.
  • ApplicationLink
    b+s ApplicationLink enables third-party desktop applications to be integrated into a Cisco Unified Contact Center.
  • DeskPhone
    DeskPhone by Bucher + Suter is an agent Graphical User Interface for managing phone calls, e-mails, Voice Mail and web call back requests. The application provides full softphone operation, detailed Real Time Displays and a variety of integration options for address books, additional media channels and third-party applications such as Customer Relationship Management and ticketing systems. DeskPhone is easy to use, easy to configure and is available in English, French, German and Italian.
  • GraphicServer
    b+s GraphicServer provides agents with an easy to read view of agent and skill group status in real-time. b+s GraphicServer can be used as a stand-alone application or as a DeskPhone plug-in.
  • HostLink
    b+s HostLink connects Databases to Cisco contact centers. One particularly useful HostLink application is host-based routing. During the routing of an interaction, the system performs a Database dip and uses customer information to select the appropriate agent and pop a screen.The following database connections are currently available: SQL, mySQL, Oracle and DB2. 
  • IVR
    The b+s Interactive Voice Response (IVR) application is a modular, easy-to-integrate, IP communications server featuring comprehensive functionality and interfaces.
  • MultiChannel Application Link (MCAL)
    b+s MCAL enables deep integration of channel or task management applications to the Cisco Contact Center Suite. Multi-channel communications such as IM (chat), e-mail, CRM tickets, fax, VoiceMail and other types of inquiries can be routed to the agent most capable of handling the interaction. Companies can utilize MCAL to provide consistent service and enable common business logic across all customer communication channels.

    MCAL users are able to easily develop applications that can use a wide variety of contact center data such as Caller Entered Digits, ANI, DNIS, customer data etc. to drive screen pops, task routing and multi-media skills based routing. 
  • WebReport
    b+s WebReport is an add-on package from Bucher + Suter offering report templates that complement Cisco's standard WebView reports. These additional reports from b+s can be especially useful for contact center managers who's reporting needs are not being met by Cisco's standard offering.


  • WebWallboard
    WebWallboard from Bucher + Suter is a contact center reporting tool which enables real-time data to be clearly displayed in a tabular or graphical format within a browser window.

 

 

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