Blog, news & events

Escalation Design: Why AI Fails at the Handoff (Not the Automation)

Here’s what a bad AI-to-human handoff looks like: Conversation history vanishes Agent asks customer to start over (or repeat) Transfer dumps…

Events January 26, 2026

Webinar: Upgrade your customer service with Salesforce

Want to leverage Salesforce and voice bot power for your customer communications Find out how here Telephony remains the most important but also the most…

Blog December 4, 2025

Automation or Augmentation? What Agentforce Voice signals about human agents in the contact center

AI is permeating what was until recently the work of human customer service agents: voice interactions Today, close to all organizations use some form of…

Blog November 11, 2025

Contact Center + CRM: Why Cisco’s Salesforce Partnership Validates What We’ve Known All Along

Something big happened at WebexOne Salesforce executives took the stage at Cisco’s flagship event to make a join announcement: Webex Contact Center is…

News October 22, 2025

What Good Looks Like: The Trust Framework Behind High-Performance Partnerships

Bucher + Suter and Bluebeam recently won the Dynamic Duo – People’s Choice award at Cisco’s WebexOne 2025 conference The Dynamic Duo award recognizes a…

Events February 24 – 26, 2026

CCW Berlin 2026

Meet us at CCW 2026 Immerse yourself in three days of innovation, networking, and forward-thinking insights into customer dialogue, contact centers, and…