b+s Connects for Salesforce ®

Salesforce integration for Cisco Contact Center (CCE & CCX)

The b+s Connects for Salesforce gadget 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 gadget, seamlessly embedded in the Salesforce GUI, that puts interaction control in agents’ hands.

Salesforce-ISV-Silver-Partner

The b+s Connects for Salesforce gadget 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 gadget, seamlessly embedded in the Salesforce GUI, that puts interaction control in agents’ hands.

 
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Delight Customers

Getting it right the first time is priceless. Because customers must come first, ensuring technology empowers business to be responsive to customers will mean so much to them in the long run.

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Drive Efficiency

The customer is king. At the end of the day, though, you are running a business. Working fast, effective, and smart are key principles to follow when implementing new technology.

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Provide Proactive Service

Being on time is being late. Today’s customers expect service before they need it. Crystal balls are hard to come by: make anticipating customer needs a priority by obtaining the right solutions. 

It's All About the Experience

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Click-to-Dial

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Account / Contact Pop-Up

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Interaction Logging

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Data Preview in Gadget

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Screen Transfer

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Pre-built Toolbars

Lightning Mode
Classic Mode

What b+s Connects can offer your business

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AGENT

Help them help you

Tools they need to provide a superior customer experience

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SUPERVISOR

Remove the guesswork

Reports and data that facilitate optimization

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ADMINISTRATOR

Streamline their decision making

Easy-to-implement software, freeing IT to innovate rather than just support

The Customer Journey as it should be

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Personal

Connect to customers in a whole new way

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Effortless

Provide hassle-free customer service by streamlining agent workflow

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Relevant

Deliver the kind of service customers now expect

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Any Channel

Put customers in charge of how and when they connect

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Proactive

Responding to customers before they know they need help is gold

A 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
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Case Study

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

RSI decided to 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 workflow and ultimately saved them a lot of money.

Businesses that believe in b+s Connects

Camping World

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Experian

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New York Life

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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
  • 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
Promotion Video

Get a sense of what our Salesforce connector can do for YOU!

Want to see a demo? Get detailed technical information? Chat with one of our integration gurus?