Enabling Cisco Contact Center (CCE/CCX) to route multichannel interactions to agents using Salesforce

Bucher + Suter’s Connects for Salesforce is res that all interactions, regardless of type, an out-of-the-box integration between Cisco are queued to the most appropriate agent. b+s Connects Contact Center and Salesforce that allows This increase in efficiency translates into sa- agents to handle multichannel interactions vings and improved customer satisfaction. and manage their state within a gadget em- bedded in the Salesforce GUI. When it comes time to choose an integration for Salesforce technology for contact centers, manage- Placing interaction control inside of Sales- ment demands a solution that is feature force where client data resides gives agents rich, simple to use and cost effective. Simi- a 360° customer view. It also streamlines larly, IT managers seek solutions that are contact handling, provides quick access to easy to implement and simple to maintain. agent tools, and means that agents don’t b+s Connects for Salesforce is a pre-integra- have to waste time tabbing between appli- ted package that is easy to install and offers cations, searching for information, while the functionality demanded by today’s most their customers wait. forward-thinking contact centers.

01 | 03 b+s Connects for Salesforce improves con- tact center efficiency by enabling Cisco Contact Center to act as the single routing engine for all interaction types (voice, email, case, chat and social posts). It allows Cisco Contact Center to track agent availability and multichannel interactions for Unified Queuing and reporting. This approach ensu- b+s Connects PRODUCT HIGHLIGHTS KEY BENEFITS → Designed for multichannel contact • Configurable screen pops with customer • Seamless integration with the Salesforce for Salesforce centers and interaction history. The b+s gadget GUI streamlines agent workflow and → Browser-based gadget means no reduces handle time, speeds issue reduces training by allowing agents to desktop installation required resolution and enables faster processing handle customer interactions without → Voice implementation requires of customer requests by providing being forced to switch between applica- no additional hardware agents with flexible screen pops of tions customer information at the time the 02 | 03 multimedia interaction arrives. This cost • Pre-integrated solution provides rapid savings alone can provide a rapid return and reliable deployment and lowers www.bucher-suter.com on investment (ROI) implementation costs [email protected] © 2021

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Matched Contact b+s Connects GENERAL FEATURES VOICE FEATURES MULTI CHANNEL FEATURES • Agent state control • Call control • Utilize Cisco’s Contact Center to route for Salesforce • Search contacts by typing in part of a • Transfer with screen pop native Salesforce email, Live Agent chats, name or number inside gadget • Call detail logged inside of Salesforce social media posts and cases • Configurable toolbars inside the gadget • Activity comment field inside of the • Unified Cisco reporting for multichannel provide additional functionality gadget Salesforce interactions (e.g. call history, call recording) • Auto wrap up and wrap up with reason • Task control • Pop up window outside of the gadget • Click to dial phone numbers in Salesforce • Manage multiple, simultaneous emails, 03 | 03 allows agents to view/answer calls even records Salesforce Chats and cases when Salesforce is minimized or hidden • Speed dial buttons • Support for Salesforce Omni-Channel www.bucher-suter.com • Real-time display of contact center data • Support for Cisco Outbound Option [email protected] • Supervisor controls, views, and team • Support for Cisco Mobile Agent © 2021 messages • Single Sign-On (SSO) • Support for Salesforce High Velocity Sales