UCCE, UCCX, and CUCM
Salesforce CRM integration with a Cisco PBX made easy
Bucher + Suter offers a range of connector implementation configurations for the Cisco collaboration suite and Salesforce CRM platform, each tailored to a different use case and business needs. The differences between these implementations is not always obvious at first glance. Here, we’re going to get into the differences so that you can make the right decision for your business.
The first watershed difference between the three products is that the Unified Contact Center Enterprise (UCCE) and the Unified Contact Center Express (UCCX) implementations are contact center products. That is, they are connectors that facilitate workflow for contact center agents using Cisco UCCE or UCCX PBX platforms, together with Salesforce CRM. The Cisco's Unified Communications Manager (CUCM) implementations provide a similar set of features, but without the contact center functionality.
The differences between UCCE/UCCX and CUCM are significant. The biggest difference is, because UCCE and UCCX are contact center software, they provide features such as routing, queueing, agent state (ready/not ready/login), and not ready reasons. If businesses are interested in b+s connectors for their Cisco Contact Center PBX software, they will want to purchase either the UCCE or UCCX b+s connector—whichever one matches the Cisco product they purchased. It is important to note that many clients utilize both CUCM and UCCE/UCCX implementations simultaneously to increase productivity. This is because interoperability like call transfer can occur seamlessly between any of these packages due to the fact that Cisco Contact Center also utilizes the Unified Collaboration suite as the Contact Center phone system.
The b+s Connects for Salesforce UCM Edition is an CTI and Omni-Channel integration between Cisco’s Unified Communication phone system and Salesforce CRM. Here, there are no agents, no customers reaching out to contact centers, and consequently, none of the associated contact center-specific functionality found with the UCCE and UCCX PBX implementations. In these terms, the b+s Connects for UCM software is for businesses using CUCM software without contact center agents—which is used for internal and external office communication—and Salesforce CRM. It provides users standard telephony functionality, click-to-dial within the gadget, click-to-dial within Salesforce, call details, activity logs, and more.
The most important difference between the b+s connectors for the UCCE and UCCX implementations comes down to an important difference in the Cisco UCCE and UCCX offerings themselves. UCCE is Cisco’s PBX enterprise-level package, which offers greater functionality than the UCCX offering, which is for smaller businesses. Furthermore, Connects for Salesforce can leverage the UCCE edition’s multichannel APIs to enable a universal queue in which Cisco is the single routing and reporting engine for Salesforce chats, emails, and cases, as well as its own voice interactions. To understand what this means for the b+s connectors supporting these two products, it is first necessary to understand what UQ is and how it is different from something called Omni-Channel (check out THIS for a more in-depth look at this difference).
The difference really comes down to whether Salesforce and Cisco PBX each route their own interactions, or instead, if all those interactions are coordinated by Cisco. Without some kind of synchronization between the two products, there is no way to ensure that agents will not be interrupted with an incoming customer interaction while handling another and enabling business to streamline operations with standardized reporting and workforce management. In order to avoid this, b+s created two different gadget configurations. If Salesforce and Cisco each do their own routing, then b+s offers a “federated” option, which synchronizes the Salesforce widget with the Bucher + Suter gadget to make two things possible. First, it allows agents to manage their state in a single gadget by synchronizing the widget and the gadget. And second, it makes it possible for supervisors to define rules that establish which interaction types agents can receive, and in what combinations. Alternatively, if UQ is available (in UCCE), b+s offers a gadget that can work directly with Cisco. In this scenario, Cisco would be doing all the multichannel routing and reporting, for all channels.
And herein lies the effective difference between the implementations. If customers are using Cisco UCCE, the b+s Connects for Salesforce UCCE will support the “federated” Omni-Channel or UQ configurations. On the other hand, if they are using Cisco UCCX, then they are required to use Salesforce Omni-Channel and the b+s Federated Omni-Channel feature to synchronize agent receipt of Salesforce and Cisco media (For the UCCX customer, no UQ is available because the APIs do not support that functionality).
There are other important differences between the b+s UCCE and UCCX offerings. For example, within UCCX, the real-time queue information that gives agents and supervisors data about queues, and how many agents are servicing each queue, and those agents’ statistics, is also not available in Connects for Salesforce UCCX Edition due to its slimmed-down API. However, this package does have an agent real-time display, which tells agents about their coworkers’ state and allows them to contact them with a single mouse click.
Deciding whether or not b+s Connects for Salesforce UCCE or UCCX or UCM is right for you has a lot to do with which Cisco product suite your business selected, which in turn has a lot to do with business size. That being said, the actual functionality that is available across these product platforms has a direct impact on what 3rd party vendors like Bucher + Suter can offer in conjunction with those various product platforms.
Understanding these differences can certainly make a business difference; hopefully this information will make selecting which b+s connector is right for you, easier.
Get in touch with Bucher + Suter to find out more about our connectors. We’d love to hear from you!