363Service Cloud Voice Integration Service Cloud Voice Integration
b+s Connects – unifying Cisco Contact Center and Salesforce Service Cloud Voice
Bridge the gap between Salesforce Service Cloud Voice and Cisco or Webex Contact Center and with b+s Connects, and offer tailored, AI-supported customer experiences that best reflect your company’s customer service commitments.
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The Salesforce Service Cloud Voice unified agent desktop
Discover why hundreds of contact centers trust b+s Connects to help their agents deliver outstanding customer service and help them get the most from their contact center and Salesforce investments.
b+s Connects for Service Cloud Voice is available from the Salesforce AppExchange.
Salesforce AppExchange
Agent experience
The unified agent desktop
Increase your agents’ efficiency and your customer’s satisfaction by integrating your Cisco or Webex Contact Center with Salesforce using b+s Connects for Service Cloud Voice. With b+s Connects, your agents get the tools they need before, during, and after interaction to help them remain focused on their number one priority. Truly outstanding contact center customer experience starts with your agents! Equip them with the tools to succeed.
The unified agent UI
Combining the world’s leading contact center routing from Cisco with the Salesforce’s next-generation Service Cloud Voice platform for highly-efficient agents.
Agentforce Callback Escalation Extension
Effortless escalation from chatbot to human agent
With the Agentforce Callback Escalation Extension, your customers can seamlessly request a human agent callback from a chatbot interaction. This integration ensures a smooth transition with the full conversation context preserved, reducing wait times and enhancing customer satisfaction.
Explore on the AppExchangeCustomer service support through AI
Unburden your agents during customer contact with Salesforce Einstein
Use transcription to intelligently capture your caller interactions in real-time, in-turn powering Salesforce’s Einstein AI to then feed your agents with their Next Best Action, Recommendations from your knowledge base, or help them with Case Wrap-up. It’s a new level of agent focus and efficiency, powered by b+s Connects with Webex or Cisco Contact Center.
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We greatly appreciate the unwavering commitment and dedication demonstrated throughout our partnership. The solution being developed is a testament to the collaborative efforts and shared vision between our teams. Moreover, the proactive approach in resolving challenges underscores the true spirit of our partnership, as it reflects a genuine commitment to mutual success.
Bucher + Suter Connects has been a HUGE help in connecting two of our company’s core platforms. Everything from the install to the usage of the connector has been a breeze and has been helpful since day one.
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.
Reporting and analytics
Maintain holistic omnichannel customer journey data for truly actionable insights
With b+s Connects and the Salesforce-native voice object carried from the contact center into Salesforce Service Cloud Voice, you now have a complete overview of your customers’ journeys across channels.
A complete view over your contact center and the ability to action immediate change to improve your agents’ workflows and your customers’ experience is but a few clicks away.
Feature set
Call control
Screen pop based on caller ID
Salesforce Einstein support
Automatic call logging
Agent state control and Webex
Click-to-dial
Webex CC <> Microsoft Teams presence sync
WebRTC support
Agentforce enabled
Check out the fact sheet for a detailed feature list
ROI Calculator
The contact center is no longer seen as a cost center, but a vital cog in your customer support strategy. Learn how much you could save on your inbound and outbound interactions with b+s Connects.
Resources
Fact Sheets
White Papers
Videos
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b+s Connects for Service Cloud Voice (CCE) demo
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b+s Connects for Service Cloud Voice (CCX) demo
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Getting the most out of Service Cloud Voice (WxCC)
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Getting the most out of Service Cloud Voice (UCCE)
Let’s talk!
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Bucher + Suter Inc
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Bucher + Suter AG
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Bucher & Suter AG
Stubenwald-Allee 19
D-64625 Bensheim
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Denver, USA
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Bern, Switzerland
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Bensheim, Germany