Bucher + Suter Software
Connects
Bucher + Suter's Connects is a set of out of the box gadgets which transform the agent interface into a unified multi-channel collaboration environment. Within this unified desktop application, agents can provide service to customers via different channels such as voice, email and chat in a single GUI without having to switch between applications.
Cisco’s Finesse is a next-generation web 2.0 desktop GUI for Cisco Contact Center Enterprise (UCCE) that consolidates all the information agents need into a single, easily configurable cockpit. Finesse allows compatible gadgets to be dropped into the framework, without requiring expensive and time consuming Professional Services work.
Connects can be deployed in several different ways. For those customers who own Finesse, the Bucher and Suter gadgets can be dropped into the Finesse framework to provide multimedia capabilities. Connects extends Finesse’s capabilities, allowing agents to handle interactions such as chat, email, Service Requests, sales orders, trouble tickets, faxes etc. within Finesse.
- Connects embedded in Cisco's Finesse
Please note: For those Cisco UCCE customers without Finesse, Connects can also be utilized in a standalone browser window, providing instant UCCE multi channel capabilities.
Key Features and Benefits
- Intelligent email, chat and task routing to skill groups based on subject, department, product, service, email address etc.
- Chat, email and task transfers with call attached data for screen pops
- Seamless integration with Finesse, allowing agents to login/logout, go ready/not ready, answer, disconnect, transfer, etc. using the Finesse GUI
- Pre-integrated, out of the box gadgets minimize implementation costs
- Gives customers the freedom to choose the communication method most convenient for them, whether it’s voice, fax, email or chat
- Allows agents to assist multiple customers simultaneously via the multi-chat and email capability, improving agent utilization and reducing personnel costs
- Allows agents to handle email, chat, Service Requests, sales orders etc. during lulls in voice traffic, thus increasing agent productivity and reducing idle time
Connects for Salesforce
Bucher + Suter's Connects for Salesforce is a web-based, sidebar gadget for agent state and call control in Salesforce. The solution 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 with a telephone call arrival, facilitating lookup of Salesforce information by caller ID, Caller Entered Digits (CED) into an IVR etc. Agents can conference, transfer and accept interactions within the Connects gadget in Salesforce and the system logs all activities, both inbound and outbound for real time and historical reporting.
Seamless integration with the Salesforce GUI allows agents to handle telephone calls without needing to switch between applications. This streamlines agent workflow and reduces training. Since Connects is a pre-integrated solution implementation costs are low and deployment rapid.
In addition to voice functionality, Connects for Salesforce allows cases that were created or updated in Salesforce to be routed by UCCE to the appropriate Customer Service Representative (CSR). The Connects for Salesforce gadget provides agents with the convenience of staying within Salesforce while they manage their cases and interact with customers.
- Connects for Salesforce Gadget
General Product Features
- Transfers to agents and queues with call attached data for screen pops.
- Agent state and task control – sign in, sign out, ready, not ready, accept, reject, pause, resume and end.
- Not ready with reason.
- Auto wrap up and wrap up timer.
- User defined interruptibility rules.
Case Routing Features
- Case routing based on user defined criteria such as when a case is opened or updated or when a new email or Voice Mail associated with the case is received.
- Simultaneous multi-case management.
- Case preview in Salesforce prior to task acceptance.
- Display of pre-route data and task-in-progress data in the Connects for Salesforce gadget.
- SSL 3.0 secure communication
