News & Events Custom Toolbars For Any Occasion




October 17, 2017


Custom Toolbars For Any Occasion: One More Way We Do More

The challenge

There are very few technology solutions that do everything every customer needs, in just the way they need it—and this isn’t likely to change in the foreseeable future. The complexity of technology, together with the continuously changing business landscape, make it such that improvements to existing technology solutions must meet as many possible combinations of customer needs as possible. Expecting a perfect software fix is neither feasible or even reasonable.

A use case – Real Time View

There are a range of gadgets on the market that facilitate CRM, telephony integration. The question is: why is Bucher + Suter’s product the wiser choice? Setting aside the fact that b+s is a trusted Cisco partner, and is recognized as an outstanding software provider by companies like Salesforce, the Bucher + Suter gadget offers a significant, concrete advantage to businesses interested in getting the very most out of their middleware connectors.

This involves a configurable toolbar feature called Real Time View. This feature makes it possible for agents to check whether or not specific agents are available. This makes it possible for agents to do things like identifying whether or not a product expert is available for a consultation. Real Time View can also be helpful with ensuring continuity of customer service. Customers often call back after having tried and failed to resolve complicated issues; connecting them with the first agent they spoke to will likely lead to the fastest issue resolution. With Real Time View, as soon as the customer calls back a second or third time, the responding agent can check whether or not the original agent is free. Access to this information will likely speed issue resolution and provide a sense of continuity to a frustrated customer.

The Takeaway

This is just one great example of how our customizable toolbar spaces can optimize contact center performance. Ultimately, your wishes, rather than software limitations, should define the scope of its use. Bucher + Suter is the only connector on the market that can offer this sort of functionality. Where seconds are dollars, this is a difference that makes a difference.

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