b+s Connects: Elements – Salesforce Digital Channel Integration

b+s Connects: Elements – Salesforce Digital Channel Integration

Digital messaging in Salesforce, powered by Webex Connect

Handle Webex Connect digital conversations directly in Salesforce Omni, while keeping Cisco orchestration and routing in the background. One agent UI, modern channels, and an architecture built for scale and compliance.

 

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Better agent and customer experiences

A digital messaging add-on for b+s Connects

A digital messaging add-on for b+s Connects

b+s Connects: Elements extends b+s Connects to unify digital customer engagement across Webex Connect and Salesforce using Salesforce BYOC for Messaging. Keep Salesforce as the agent desktop, while Cisco provides centralized orchestration in the background.

b+s Connects: Elements is available from the Salesforce AppExchange.

AppExchange Listing

Customer Choice Without Compromise

Choose the best technology for your business

Choose the best technology for your business

Many enterprises want best-in-class digital orchestration, but without losing the Salesforce experience their agents rely on. Elements delivers the flexibility to:

  • Choose Webex Connect or Salesforce as your digital entry point
  • Centralize orchestration and routing in Cisco’s ecosystem
  • Keep one consistent agent UI in Salesforce Omni

 

Best-of-breed flexibility, without operational fragmentation.

Features

Real-time messaging

Wide variety of real-time messaging channels (chat, SMS, WhatsApp Business, Apple Business Chat, etc.)

Embedded in Salesforce Omni

Embedded Webex Connect digital interactions inside Salesforce Omni

Unified desktop

Unified agent desktop using Salesforce, with no tab-switching or retraining

Cisco orchestration and routing

Centralized orchestration and routing via Cisco UCCE or Webex Contact Center

Secure & compliant

Secure, compliant architecture with global scalability

AI-ready roadmap

Upcoming AI Gateway Features

Upcoming AI Gateway Features

Coming soon: tighter integration between Webex AI Agent and Salesforce Agentforce to support AI-to-human handoffs and agent assist.

  • AI bots for digital channels via Webex AI Agent

  • Seamless handoff of transcripts and insights to Agentforce

  • Agent assist via Einstein and Next Best Actions

  • Voicebot front door with escalation into Salesforce workflows

Operational simplicity at scale

Benefits

Benefits

b+s Connects: Elements keeps Salesforce as the agent desktop while Webex Connect powers digital orchestration behind the scenes, so you can scale messaging without adding complexity.

  • Preserve Salesforce as the primary agent workspace
  • Leverage Cisco’s global-grade orchestration strengths
  • Enable secure scale across channels and regions
  • Avoid fragmented operations and duplicate tooling
  • Prepare for AI handoff, transcripts, and agent assist workflows
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