Bucher + Suter’s Connects is a web 2.0 technology which extends Cisco Unified Contact Center Enterprise’s (or UCCE’s) ability to interoperate with third party multi channel solutions. Connects enables UCCE to route different media types to agents in a universal queue while allowing agents to handle those interactions in their existing Cisco Finesse, existing CRM or Eservice Graphical User Interface without having to switch between applications.

Connects for Salesforce is designed for Salesforce.com customers who want agent state and call control in a sidebar gadget embedded in the Salesforce application on the desktop.  Agents can answer, transfer and conference telephone calls within the Connects gadget and the system logs detailed call records in Salesforce for easy access by agents and supervisors. The solution enables Cisco’s Unified Contact Center Enterprise (or UCCE) to route Salesforce cases to the best skilled agent.

Connects for Salesforce provides full CTI functionality to help drive contact center efficiency, reduce costs and increase customer satisfaction. It pops customer information into the agent’s Salesforce GUI on arrival of telephone calls or work items, facilitating lookup of Salesforce information by caller ID, Caller Entered Digits, etc. 

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. 

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.

The b+s ApplicationLink Avaloq integrates the Avaloq Banking System with the Cisco Contact Center, allowing agents to handle telephone calls and e-mail within the Avaloq agent Graphical User Interface

The 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. 

Bucher + Suter’s Multi Channel Adapter (MCA) for SAP is a pre-packaged integration of SAP CRM and Cisco's Unified Contact Center Enterprise (UCCE) solution. It is a centralized process that manages the real time flow of interactions between the SAP desktop user interface and Cisco's UCCE. It provides seamless integration with the SAP Agent GUI allowing agents to login/logout, go ready/not ready with reason, answer, hang up, transfer, conference, click to call etc. using the SAP GUI. Agents can handle emails, chats, telephone calls & trouble tickets in SAP with complete access to customer data.

Bucher + Suter’s Multi Channel Adapter (MCA) for Siebel is a pre-packaged integration of Siebel CRM and Cisco's Unified Contact Center Enterprise (UCCE) solution. It is a centralized process that manages the real time flow of interactions between the Siebel desktop user interface and Cisco's UCCE. The solution pops customer information into the agent's Siebel GUI with a call or email arrival, facilitating lookup of Siebel information by phone number, email address, Caller Entered Digits etc. Agents can conference, transfer and accept interactions from within the Siebel communications toolbar and the system logs all activities, both inbound and outbound for real time and historical reporting.

Bucher + Suter’s Multi-Channel Adapter (MCA) for Microsoft Office Communications Server (OCS) is a pre-packaged integration of OCS and Cisco's Unified Contact Center Enterprise (UCCE) solution. It is the central server component that notifies UCCE of OCS interaction requests and enables UCCE to send those interactions to agents based on UCCE routing logic.

The b+s Supervisor Management Console (SMC) is a highly intuitive Graphical User Interface for the non-technical supervisor who is responsible for contact center administration and management. Supervisors can use SMC to manage segmentation, agent passwords, agent groups, holiday schedules, hours of operation, announcements, skill groups and number pool lists.

The b+s Interactive Voice Response (IVR) application is a modular, easy-to-integrate, IP communications server featuring comprehensive functionality and interfaces.

The 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.

The b+s Reports For CUIC is an add-on contact center reporting package from Bucher + Suter that complements CUIC's out of the box templates. These additional reports from b+s can be especially useful for contact center managers whose reporting needs are not being met by Cisco's standard offering.

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

Mobile Connect is a combination of b+s and Cisco technology which provides an open environment for companies to transform Smartphone applications into mobile customer assistance portals. Leveraging these applications to reach consumers anytime/anywhere and provide self service capabilities can greatly improve customer service and satisfaction.

The Bucher + Suter Smartphone Agent is a mobile phone based agent CTI application which allows CSRs to login to the Cisco Contact Center and receive calls with customer data displayed upon call arrival. Smartphone Agent features common contact center functionality such as the ability to give agents wrap up time after each call and to create a list of "not ready" reason codes that agents select when they go unavailable.