Salesforce Integration
363Salesforce Integration

Salesforce Integration

b+s Connects – simply the best way to integrate Cisco Contact Center into Salesforce

Provide contact center agents the right information, in the right place, at the right time so they can focus on helping their customers, even before the point of first contact.

Empowering contact center CX

Built for contact center agents with their customers in mind

Integrate Cisco CCE/CCX into Salesforce with a sleek, powerful, omnichannel CTI adapter.

b+s Connects for Salesforce is available from the Salesforce AppExchange.

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Agent Experience

Seamlessly embedded in the Salesforce UI, empower your contact center agents with full customer context, so they can provide tailored, speedy, and highly efficient service to your customers.

Agent Experience

Supervisor Experience

With b+s Connects for Salesforce, we provide tools in a highly optimized interface for the whole contact center team. Supervisors are given everything they need to steer the ship, and manage their crew, including, silent monitor, barge-in, team messages, and a dedicated UI, tuned to their requirements.

Supervisor Experience

Customer Experience

Today’s discerning customers expect their inquiries to be dealt with quickly and efficiently, in a way that brings minimum disruption to their day. With a unified agent desktop, you can empower your agents to exceed your customer’s expectations.

Customer Experience

The unified agent UI

Incoming Call with Screen Pop
Supervisor View
Recording Control (via Calabrio or Verint)
Agent Team Real Time Display
Omnichannel with Email
Omnichannel with Chat

Agents get everything they need to deliver outstanding, focused customer experiences from inside the Salesforce UI.

Case Studies

Together with our customer Daktronics, Bucher + Suter won a Salesforce Partner Innovation Award for our approach to providing better contact center customer service, fast, by leveraging data stored in Salesforce, at the point of contact.

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Daktronics and the power of Intelligent Data

We teamed up with Frost & Sullivan and our customer, TrialCard, to learn how they’re leveraging technology in the contact center to enhance their customer engagement and differentiate in the healthcare market.

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Using the Power of Technology to Optimize Customer Engagement

RSI use b+s Connects for Salesforce to streamline interactions between their Cisco Contact Center and their Salesforce CRM. Download the case study to learn about how that decision transformed their workflows and their contact center ROI.

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Republic Services (RSI) with b+s Connects for Salesforce

Connects makes CRM integrations possible in minutes, not years, allowing businesses to create efficient agent workflows and quickly deliver a better overall experience to their end customers. Agents can continue to live in the CRM they already know and love, while enhancing it with an enterprise-class Contact Center routing engine, without requiring significant time off-queue for training.

Salesforce AppExchange review

Bucher + Suter has truly been one of the most impressive and innovative tools that we’ve integrated in our Salesforce environment. It’s really the most superior in CTI and with their latest update, there is so much growth for your end-users, along with Admins. It has such a sleek and simple UI, along with their new record-style integration settings – they just get better!

Salesforce AppExchange review

Feature set

General & Voice Features General & Voice Features

General & Voice Features

  • Agent state control
  • Call control
  • Call detail logged inside of Salesforce
  • Note taking in gadget
  • Auto wrap-up and wrap-up with reason
  • Click-to-dial phone numbers in Salesforce records
  • Screen pop on …
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General & Voice Features

General & Voice Features

  • Agent state control
  • Call control
  • Call detail logged inside of Salesforce
  • Note taking in gadget
  • Auto wrap-up and wrap-up with reason
  • Click-to-dial phone numbers in Salesforce records
  • Screen pop on transfer
  • Agent to agent record sharing
  • Speed-dial buttons
  • Search and dial from inside the gadget
  • Configurable toolbars inside the gadget provide additional functionality (e.g. call recording)
  • Real-time display based on Finesse real-time data
  • Supervisor controls & views
  • Supervisor Team Messages
  • Single Sign-On (SSO)
  • Support for Cisco Outbound Option
  • Support for Cisco Mobile Agent
  • Support for Salesforce High Velocity Sales
Omnichannel Features Omnichannel Features

Omnichannel Features

  • Utilize Cisco’s Contact Center Enterprise to route any Salesforce digital channel
  • Share agent states between Salesforce and Cisco
  • Unified Cisco reporting for all interactions
  • Manage multiple, si…
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Omnichannel Features

Omnichannel Features

  • Utilize Cisco’s Contact Center Enterprise to route any Salesforce digital channel
  • Share agent states between Salesforce and Cisco
  • Unified Cisco reporting for all interactions
  • Manage multiple, simultaneous digital interactions

Resources

Videos

  • b+s Connects for Salesforce (CCE) demo

  • b+s Connects for Salesforce (CCX) demo

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