Freedom to choose your digital and AI experience

Freedom to choose your digital and AI experience

b+s Connects: Elements

b+s Elements gives you the freedom to choose your digital and AI experience—without compromising your agent desktop. 

 

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Overview

A powerful add-on

A powerful add-on

b+s Connects: Elements is a powerful add-on to the b+s Connects integration app that enables organizations to unify customer digital engagement across Webex Connect and Salesforce, via Salesforce’s Bring Your Own Channel (BYOC) for Messaging. It empowers enterprises to maintain Salesforce as the agent desktop while routing digital customer interactions through Cisco’s global-grade orchestration layer.

With Elements, digital channels like web chat, SMS, and WhatsApp, delivered through Webex Connect and Webex Contact Center, can be handled directly in Salesforce Omni, creating a seamless, scalable, and future-proof digital experience.

b+s Connects: Elements is available from the Salesforce AppExchange.

Customer Choice Without Compromise

Choose the best technology for your business

Choose the best technology for your business

Many enterprises want best-in-class digital orchestration, but without losing the Salesforce experience their agents rely on. Elements delivers the flexibility to:

  • Use Webex Connect or Salesforce as the digital front door
  • Centralize digital channel orchestration in Cisco’s ecosystem
  • Preserve a single, consistent UI for agents working in Salesforce

 

It’s the freedom to choose the best technology for your business, without fragmenting operations.

Key Product Features

Real-time messaging

Wide variety of real-time messaging channels (chat, SMS, WhatsApp Business, Apple Business Chat, etc.)

Embedded systems

Embedded Webex Connect digital interactions inside Salesforce Omni

Unified desktop

Unified agent desktop using Salesforce, with no tab-switching or retraining

Compatibility

Compatible with Salesforce Service, Sales, Health, and Government Clouds

Centralized systems

Centralized orchestration and routing via Cisco UCCE or Webex Contact Center

Secure & compliant

Secure, compliant architecture with global scalability

Upcoming AI Gateway Features

Supported integrations

Supported integrations

b+s Connects: Elements will soon support integration between Webex AI Agent and Salesforce Agentforce, enabling:

  • AI-assisted customer interactions through Webex AI bots
  • Transcripts and insights handed off seamlessly to Agentforce
  • Smart agent assist via Salesforce Einstein and Next Best Actions
  • Voicebot front door with escalation into Salesforce-backed workflows

Benefits and Compatibility

Key Benefits

Key Benefits

  • A unified digital platform for both Salesforce and non-Salesforce agents
  • Support for hybrid or transitional environments
  • Leverage Cisco’s global channel and compliance strengths
  • Avoid duplicate tooling and reduce operational overhead

 

Compatibility

  • Salesforce Omni-Channel
  • Cisco Webex Connect
  • Cisco Webex Contact Center
  • Cisco UCCE 12.6+
  • Salesforce Digital Engagement license required
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