Back Office Integration
259Back Office Integration

Back Office Integration

Integrate your back office teams to help compensate for overloads

Application access beyond your contact center agents

Back office integration

During normal operation, the contact center often has agents, not working at full capacity. With an overload, the opposite can happen.

Cisco and Bucher + Suter can help mitigate a workload imbalance with a virtual service center set up across your specialist departments. So now case managers and administrators receive the same license as customer service agents, but at considerably lower prices.

Integrate your back office teams to help compensate for overloads
Advantages Advantages

Advantages

  • During normal operation, fewer customer service representatives are needed as specialist departments can help out during overloads.
  • Sharing the system increases common understanding and workload d…
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Advantages

Advantages

  • During normal operation, fewer customer service representatives are needed as specialist departments can help out during overloads.
  • Sharing the system increases common understanding and workload distribution.
  • Everyone has the same omnichannel capabilities.
  • Shared unified reporting and analytics.
  • Communication and interaction between customers, advisors, specialists and external suppliers is free of complexity.
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