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Turning Cisco investments into connected service systems.

Cisco performance depends on what surrounds it. Bucher + Suter ensures the platforms deliver in production.

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25+ years of Cisco delivery experience.

Bucher + Suter has been deploying Cisco contact centers since the platform was called IPCC, in 2000. Our customer success and managed services teams stay with the operation, which is why some of the largest Cisco contact centers in Europe and North America have been running with us for a decade or more.

• Cisco Webex Contact Center Specialization
• Unified Contact Center Enterprise Specialization
• Advanced Collaboration Architecture Specialization

A man sits at a computer in an office, with text boxes highlighting Cisco contact center optimization gaps including underused routing logic, incomplete feature adoption, dashboard issues, and uncovered high-impact capabilities.

Cisco environments often run with a fraction of their installed capability. The routing logic in production is often a stripped-down version of what was designed at go-live, frozen there because no one had bandwidth to revisit it once volumes shifted. The same pattern shows up in feature usage and dashboard configuration. We work to identify and close the highest-impact gaps, so the performance gains show up where the operation feels them.
A smiling woman looks at her phone, where chat bubbles and notification boxes display Cisco contact center optimization interactions, including Need help with my order? and Issue resolved.

A customer who starts on chat or with a bot and escalates to voice shouldn't have to recap the conversation when an agent picks up. b+s Connects integrates Webex Contact Center with the CRM your service team works in, whether that's Salesforce, Microsoft Dynamics, or ServiceNow. Agents stay inside the CRM they already work in, and supervisors get one view of the operation instead of several reports they have to reconcile manually.
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Which queues are still leaking margin? What's the highest-leverage thing to fix first? We work with your team to consolidate the data Cisco already produces into reporting structures aligned to the decisions you actually have to make, so the platform's output becomes useful instead of just abundant.
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A voice bot can deflect a third of incoming calls and look like a win until the calls that do reach human agents are uniformly the hardest ones, handle time climbs, and the cost the bot was supposed to remove shows up downstream as something else. Our team scrutinizes where AI is an actual value-add, focusing on governance and operational discipline so deployments scale efficiently.

When the rest of the business runs on Cisco, what's the right way to bring it into the contact center?

We help organizations move into Webex Contact Center and Webex Calling without rip-and-replace, designing the transition around what's already in production. For regulated operations in Europe, European Private Cloud keeps deployments aligned to local data and audit regulation. For organizations not ready for a full cloud move, Hybrid Cloud Platforms preserve what's working on-prem while modernizing the parts that gain the most from cloud.
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How Swiss Post got more out of Cisco.

Swiss Post runs one of Switzerland's largest contact center operations on Cisco infrastructure, optimized continuously with Bucher + Suter over the long term. Each evolution of the platform has been planned around continuity of live service, with reliability and stability treated as non-negotiable. The result is a contact center that has been continuously delivered and continuously improved without disrupting the customer service Swiss Post is known for.


• Integrated ecosystem with Webex Contact Center and Salesforce
• Migration to Webex Contact Center with service continuity protected throughout
• Measurable performance improvements tied to Webex Contact Center operational discipline
• Large-scale modernization and standardization with measurable cost impact

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Frequently asked questions

Cisco contact center optimization is about getting more value from the platform you already have. Bucher + Suter helps identify gaps in areas such as routing, feature usage, integrations, reporting, and AI so your Cisco contact center performs more effectively in day-to-day operations

Start by looking at how the platform is actually being used in production. Routing logic, features, dashboards, and workflows can fall behind as customer demand and operations change. Bucher + Suter helps identify high-impact gaps and improve how Webex Contact Center supports the wider service operation.

Yes. b+s Connects integrates Webex Contact Center with CRM platforms including Salesforce, Microsoft Dynamics, and ServiceNow. This helps agents work within the CRM they already use while keeping contact center and customer information connected.

Cisco contact centers produce a lot of operational data. Bucher + Suter helps consolidate that data into reporting structures aligned with the decisions your teams need to make, helping turn platform data into more useful operational insight.

We focus on where AI creates operational value and how it affects the wider service environment. That includes looking beyond individual automation metrics to consider downstream effects, governance, and the operational discipline needed for AI deployments to scale effectively.

As volumes, channels, and workflows change, your Cisco contact center needs to evolve with them. Ongoing optimization helps improve routing, feature usage, and reporting so the platform continues to support your operation effectively.

Bucher + Suter has more than 25 years of Cisco delivery experience, dating back to IPCC in 2000. The company also holds Cisco Webex Contact Center, Unified Contact Center Enterprise, and Advanced Collaboration Architecture specializations.

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