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. Skills based routing for multi-channel interactions means the receiving agent will have the proper knowledge and abilities to effectively handle customer requests. MCA for OCS passes call attached data (e.g. customer entered digits or caller ID) to UCCE which can then be used for routing purposes and captured for historical reporting.    

• Extends the value of Microsoft's Office Communication Server by allowing agents to initiate and receive multi-channel interactions with both consumers and subject matter experts.
• Allows customers to choose the communication method most convenient for them such as chat, voice, application/desktop sharing, video etc.
• Gives consumers the freedom to use their own public IM networks (AOL, Yahoo! or MSN) to communicate with agents and save/print transcripts of those sessions.
• Increases first call resolution by utilizing screen sharing and chat conferencing.
• Reduces handle time by giving agents the ability to quickly and easily engage subject matter experts via voice or chat.
• Reduces shopping cart abandonment due to customer uncertainty and unanswered questions.
• Gives agents the ability to suggest additional products during chat sessions, thus increasing cart size.
• Allows agents to assist multiple customers simultaneously, which reduces personnel costs.
• Decreases queue times and improves customer service since chat interactions are often faster and more efficient than telephone conversations.
• Provides agents with the ability to proactively initiate chat sessions with potential buyers and thus increase revenue.