b+s Connects for Salesforce

Salesforce appexchange Premier Partner

The b+s Connects for Salesforce adapter provides the right information, right away so agents can immediately start helping customers rather than wasting time gathering information they should already have at their fingertips.

Integrate Cisco CCE/CCX and Salesforce CRM with a simple, powerful CTI & Omni-Channel adapter, seamlessly embedded in the Salesforce GUI, that puts interaction control in agents’ hands.

An Homage to Simplicity

The Setup

Not even close to rocket science: we promise

  • No on-premise software installation required 
  • Lightning setup flow - basic installation done in 5 min
  • From installation through post-production, our end-to-end Cisco contact center expertise means it’s done right

Customization is King

Well, the customer is really king, but so is customization

  • Custom toolbars for any occasion
  • Integrate call recording 
  • Easy-to-use API for inserting custom UI functions
  • Call Event API for triggering custom workflows

Here's what our customers have to say

Using this tool has allowed us to quickly bring agents up to speed in Salesforce and provides great functionality to improve productivity. 

John Lay, Vice President - IT Applications, Camping World

Customers really appreciate it when they don’t have to wait for a minute or two for agents to pull up all their records.

Scott Dresser, Director of CX, Republic Services

Businesses that believe in b+s Connects

Camping World

Logo Customer Camping World

Experian

Logo Customer Experian

New York Life

Logo Customer New-York-Life

Feature Set

  • 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
  • Single Sign-On (SSO)
  • Support for Cisco Outbound Option
  • Support for Cisco Mobile Agent
  • 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

Demo - CCE Edition
Demo - CCX Edition
Demo - Supervisor Features
Promotion Video
 
 

Contact our Cisco Contact Center Integration Experts

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