Bucher + Suter Software
DeskPhone
DeskPhone from Bucher + Suter is a user-friendly graphical interface for contact center agents.
Agents can change availability status, answer calls, place calls on hold, transfer calls and make outbound calls via the keypad or speed dial lists.
The various interaction channels (e-mail, Voice Mail, fax, call back etc.) are clearly arranged in the user interface and are handled in a consistent manner.
DeskPhone provides both native screen pops functionality as well as interfaces to third-party applications such as CRM.
- Telephone operation
- Multimedia interaction handling
- Real Time Displays
- Flexible integration options for address books, additional media and third-party applications.
The GraphicServer plug-in option is a separate component available from b+s that can be added to DeskPhone to display a variety of real-time call center data to agents and supervisors.
GraphicServer's multi-media Real Time Displays (RTDs) provide supervisors with group statistics, agent statistics, agent status and multi-site views for phone calls, e-mails, faxes, Voice Mails and web call backs. The data can be display in a graphical or columnar format and configured with color-coded thresholds. These RTDs give supervisors easy to read and detailed information to improve agent performance and effectiveness.
Media Routing Plug-in
Bucher + Suter MediaRouting Plug-in
MediaRouting is an optional plug-in feature of the b+s Agent DeskPhone.
This plug-in provides pre-built integrations to leading technologies such as SQL Databases, Lotus Notes & Microsoft Exchange, allowing agents to manage multiple media types in one common desktop application.
- Rapid implementation using a pre-built component.
- Simple and user-friendly operation.
- All routing functions of Cisco's UCCE are supported.
- Intuitive and user-friendly handling of all customer inquiries thanks to a unified queue and uniform distribution of all multi-media interactions.
- Statistical reporting on all agent activities available in a single consolidated report.
- Allows customers to choose the communication method most convenient for them.
- Allows agents to assist multiple inquires simultaneously, which reduces personnel costs.
- Decreases queue times and improves customer service since agents can handle multi-media interaction during periods of low call volume.
- Notification of incoming messages (visual and audible).
- Customer information such as sender, recipient and subject can be viewed within the user interface.
- Messages are automatically opened in standard applications such as Lotus Notes or Microsoft Outlook.
