Connecting to consumers on their terms can lead to an increase in customer satisfaction and improve the bottom line!

As companies look to differentiate services and improve the bottom line, identifying strategies that leverage new communication technologies seems to be on the minds of most contact center managers; and for good reason, its a proven fact that the median age for people using IM, email and video as a means of every day communication is rising.  Ignoring this fact is not an option for contact centers any longer.

Bucher + Suter's Multi Channel Application Link (MCAL) enables integration of various media and task management applications to Cisco's Unified Contact Center Enterprise.

Now companies can utilize Cisco to provide consistent service and enable common business logic across all customer communication channels. Through the introduction of Universal Queuing, agents can be enabled to handle customer inquiries over any channel, such as voice, IM (chat), e-mail, fax, voice mail, SMS, etc. 

In addition this common approach to routing non-voice media can be applied to work tasks such as fax, CRM work tickets, case management and documents.

MCAL customers are able to easily develop applications that use a wide variety of contact center data such as Caller Entered Digits, ANI, DNIS etc. to drive screen pops, task routing and multi-media skills based routing.  

Key Values:

• Support for multi-channel routing, agent events, agent states, task events and task states
• Direct developer assistance from Bucher + Suter DSS
• Rapid Web Services development environment 
• Fault tolerant and redundant architecture
• Certified via the Cisco Technology Developer Program
• Simple and user-friendly operation

See some of our customer success references