Bucher + Suter's HostLink provides connectivity between customer Databases and Cisco's Unified Contact Center Enterprise. 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.

Example:

1. A customer service call arrives at the contact center.
2. The system uses the customer's telephone number to look up status and language data in an external Database. UCCE uses that information to route the customer to the best skilled agent to handle that particular type of call.
3. The agent receives a screen pop of customer information and can answer the call appropriately.

HostLink provides database integration to:

• Perform queries.
• Update internal and external Databases.
• Create tickets for interactions routed to the contact center.