b+s Connects for Webex and Cisco Contact Center is designed to assist contact center agents in their delivery of outstanding customer service.

With b+s Connects, contact center agents get a 360-degree view of the customer at the point of contact. By giving agents the context they need and allowing them to work solely in Microsoft Dynamics, you'll empower them to deliver exceptional, tailored experiences and focus on their number one priority.

The following features are available as standard with b+s Connects:

AGENT EXPERIENCE

General

Agent state federation (Microsoft Dynamics Presence sync)
Interactive Voice Response (IVR) and call data transfer
Screen-pop (and screen-pop on transfer)
Automatic interaction logging and record creation
Enhanced click-to-dial
Single sign-on (SSO)
Consult and transfer calls

For Finesse-based deployments only

Integration API for custom integrations
Team and queue views
Supervisor features like remote state change, silent monitor, and barge in
Support for Cisco Outbound Option

PLATFORM

Support for Webex Contact Center
Support for Cisco Unified Contact Center Enterprise and Express (CCE/CCX)
Minimal configuration
No hardware solution
Support for Microsoft Dynamics' Channel Integration Framework (CIF) versions 1.0 and 2.0

About Bucher + Suter

Bucher + Suter has been connecting companies and their customers for over 40 years. As a globally positioned, Cisco-dedicated partner, we have the experience and focus to help our customers extract every ounce of value from their customer service technology. b+s Connects, our flagship line of CRM connectors, has been optimizing omnichannel agent workflows and empowering smooth-running contact centers for over a decade. When it comes to Webex and Cisco Contact Center CRM integration – nobody does it better.

On a wider scale, Bucher + Suter helps companies maximize their CX and contact center investments by aligning their customer service strategies to the latest industry-shaping technical innovations. With Bucher + Suter's solutions, built with and for the Cisco Contact Center and Webex platforms, scalable, intelligent, full-journey customer care is available now.

b+s Connects for Webex and Cisco Contact Center

作者 Bucher + Suter AG