Republic Services
$320,000 invested, $500,000+ saved every year, payback in seven months. A Cisco-Salesforce integration that scaled cleanly across 1,200 agents and 12 million annual calls.
Why Bucher + Suter?
Turn platform capabilities into concrete business outcomes.
Contact center platforms ship with more capability than teams typically use. We help you unlock the value in investments you’ve already made.
Why platform investment doesn't always deliver results.
Many organizations invest heavily in modern contact center platforms, but never fully connect those investments to day‑to‑day operations, agent workflows, or business outcomes. The result is underused capabilities, fragmented experiences, and platforms that look powerful on paper but deliver limited value in practice.
Design adoption around the agent workflow itself, focused on the capabilities that save the most time across the highest call volumes.
Integrate platforms with Salesforce, ServiceNow, Microsoft Dynamics, and backend systems, so customer context arrives with the call and agents stop switching screens to find it.
Sequence work by features that move the metrics: cost per contact, first contact resolution, CSAT, deflection with resolution.
Stay involved as conditions evolve, so the platform keeps generating new value without another re-platform.
Track impact through the metrics your business already measures: agent productivity, customer effort, retention, cost line.
Customers who got more from what they'd already deployed.
Daktronics
An 80% reduction in IVR prompts after Salesforce flows and intelligent screen pops fed agents the context they needed before each call connected.
Bluebeam
A structured migration from on-prem Cisco CCX to Webex Contact Center that protected existing Salesforce workflows and set up scalable growth for a global construction software company.
Frequently Asked Questions
Start by looking at how the platform supports day-to-day operations, agent workflows, integrations, and business goals. Bucher + Suter helps identify underused capabilities, remove friction between systems, and focus improvements on the areas most likely to deliver measurable value.
Contact center platform optimization means improving how your existing technology performs in practice. That can include activating underused features, simplifying agent workflows, strengthening CRM and backend integrations, and measuring performance against outcomes such as agent productivity, customer effort, cost per contact, first contact resolution, and CSAT.
Not necessarily. Many organizations already have powerful contact center technology, but are not using its full capabilities. We help you understand what can be improved in your current environment before considering broader platform modernization or migration.
Integrations connect your contact center platform with CRM systems, business applications, data, and workflows. When those connections work properly, customer context can arrive with the interaction, agents spend less time switching between systems, and reporting provides a clearer view of performance across the operation.
We connect contact center platforms with systems including Salesforce, ServiceNow, Microsoft Dynamics, and other business-critical applications. The specific approach depends on your existing technology, workflows, data requirements, and operational priorities. This closely reflects the integration scope described on the page.
We prioritize the capabilities that address the most important operational pressures and business outcomes. That means looking at factors such as interaction volumes, agent effort, customer experience, current workarounds, and the metrics your organization already uses to measure performance.
Start with a clear baseline and connect platform improvements to measurable business outcomes. Depending on your priorities, those measures could include agent productivity, cost per contact, first contact resolution, CSAT, customer effort, retention, and operating costs. These operational metrics are the basis for measuring platform impact.
Yes. Bucher + Suter specializes in helping organizations improve the way Cisco and Salesforce technologies operate within the broader contact center environment. That includes connecting platforms, data, workflows, and business applications so existing investments deliver more practical value.
Platform optimization is not a one-time exercise. We can stay involved as interaction volumes, customer expectations, workflows, and business priorities change, helping the platform continue to deliver value without requiring another major re-platforming effort.