Voice Automation for Salesforce Customers and Contact Centers: Bucher + Suter combines the customer data and AI power of Salesforce GPT Clouds with the security and contact center strengths of Cisco Webex Contact Center. Webex Contact Center can be booked as an all-inclusive package in the cloud from EUR 49 per agent and month.
Seek advice from a specialist.
AI holds huge opportunities – also for cybercriminals! Customer service and contact centers will be a popular target. Email, WhatsApp, bots, ChatGPT, etc. are perfect for the intelligent AI attacks of tomorrow.
Cisco offers maximum security – also for your contact center.
As a major contact center specialist and Cisco partner, we offer you the most secure contact center-as-a-service platform on the market, as well as first-class services, with Webex Contact Center from Cisco.
Secure your customer service and contact center IT now with the certified-best security umbrella – and benefit from cutting-edge AI instead of fearing it. Learn more about Webex Contact Center on this page.
At Cisco, we’ve been using AI for years. Now we’re introducing how we’re incorporating generative AI into our existing products and helping our customers create real value to enable the most secure and unrivaled work experiences.
Jeetu Patel
EVP and GM, Security & Collaboration, Cisco.
Own client/tenant
2 Services
3-5 Callflows
3-5 IVR Menus
About 30 agents
Consulting by Webex Engineers
Duration 60 days
30%
reduction
in call processing time
20%
higher
first contact closing rate
50%
reduction
in call loss rate
25%
improvement
in agent productivity
The all-in-one contact center solutions allows you to engage with your customers on all channels including phone, email, chat and social media, ensuring a consistent and positive customer experience.
Call center software connects customers with the most appropriate agent to answer the inquiry as accurately and competently as possible and support an optimal customer experience.
Team Collaboration Suite enables flexible and secure collaboration between your client advisors, managers, and subject matter experts across the enterprise.
Pre-built CRM integrations for Salesforce, Microsoft Dynamics and ServiceNow create seamless workflows that significantly improve first-call resolution rates in the contact center
With the contact center software you gain a valuable overview of all relevant calling data.
Data from customer interactions and records of agent activity, including Interactive Voice Response (IVR) and Automatic Call Distributor (ACD), are merged into the real-time and historical reports and dashboards to optimize the operation of your contact center solution.
Omnichannel
Skill-based routing
Collaboration between agents and experts
Business application integration
Reports and dashboardsOmnichannel
The all-in-one contact center solutions allows you to engage with your customers on all channels including phone, email, chat and social media, ensuring a consistent and positive customer experience.
Skill-based routing
The all-in-one contact center solutions allows you to engage with your customers on all channels including phone, email, chat and social media, ensuring a consistent and positive customer experience.
Collaboration between agents and experts
The all-in-one contact center solutions allows you to engage with your customers on all channels including phone, email, chat and social media, ensuring a consistent and positive customer experience.
Business application integration
The all-in-one contact center solutions allows you to engage with your customers on all channels including phone, email, chat and social media, ensuring a consistent and positive customer experience.
Reports and dashboards
The all-in-one contact center solutions allows you to engage with your customers on all channels including phone, email, chat and social media, ensuring a consistent and positive customer experience.
Compatible with all existing unified communication systems | DSGVO-compliant | Open API | Web browser support
- Prices may vary depending on requirements and setup
- Prices are based on a minimum term of 3 years
- Bucher + Suter also offers concurrent and overage pricing
- Additional telecommunication and usage charges are not included
- Please contact us HERE to organize a demo or obtain a binding quotation for your project
from € 49/ month net
See features list below
- One routing instance with one reporting platform for all language and omnichannel channels
- One IVR-port per agent
- Secure SIP
- Worldwide “follow the sun” routing function
- Open APIs for customer-specific integrations
- Single sign-on (SSO)
- Distribution of inbound voice calls
- Customer satisfaction surveys via the IVR following consultation with an agent
- Group-based routing for all contact channels
- Skill-based routing for all contact channels
- Use of each telephone or softphone of the agent
- Use of Microsoft Teams as agent telephone
- Use of Cisco Webex Teams app as agent telephone
- Language assistance for the agent desktop, management portal and reporting
- Web-based desktop
- Desktop display in “dark mode”
- Keyboard shortcuts
- Agents’ own contact history
- Agents’ own performance statistics
- On-hold statistics
- Team performance statistics
- Individual screen pop for incoming calls to display customer data for an incoming contact
- Call recording (with one month’s storage)
- Call conference, internal and external (warm transfer)
- Call transfer, internal and external (cold transfer)
- Individual follow-up grounds
- Individual not ready grounds
- Individual call number signalling for outbound calls
- Individual creation of telephone directories
- Individual agent desktop layout per team
- Option to choose the current agent team by the agents incl. corresponding skill allocation
- Webchat & email
- Customer journey
- Webex Connect
- TLS 1.2 secured chat
- Choice of chat contact reason
- Web chat form branding
- Chat button on the website
- Support for transferring attachments and URLs in chat
- Chat and e-mail answering with pre-configurable response options
- Chat transfer and conference call with another agent or supervisor
- Customers can download the chat transcript
- An agent can take part in a multi-session chat
- Follow-up grounds for chats
- History of customer interaction
- Intuitive call flow creation without intensive IT knowledge
- Integration of third-party systems during routing via a REST API
- Callback from the IVR
- DTMF menus
- Management announcements
- Text to speech delivery via Google Cloud
- Salesforce
- MS Dynamics
- Zendesk
- ServiceNow
- Freshdesk
Features in the CRM
- Call logging
- Click-to-dial
- Screen pops
- ...
- GDPR/DSGVO-compliant
- European cloud
- CATO-compliant (Cisco InfoSec Standard)
- HIPAA-compliant
- PCI-DSS Level 1-certified
- Agent accessibility via WCAG
- ISO 27001, 27017, 27018, 27701 check the trust portal link
- Customer satisfaction surveys via SMS
- Customer satisfaction surveys via e-mail
- Customer journey & NPS evaluation
- Co-browse, WebRTC video calls during co-browsing
- Screen sharing/online meeting
- Integration of a knowledge base
- Call list management & contact management
- Open API for importing call lists
- Data export for campaign results
- Inbound/outbound blending
- Campaign reporting & evaluations of campaigns
- Preview dialling
- Follow-up grounds evaluation for the campaigns
- Integration of voice BOTs
- Text to speech (TTS) announcements
- SAP C4C
- Historic schedule adherence
- Daily monitoring of the planning
- Dynamic planning: allows agents, supervisors and staff analysts to collaborate on creating a plan that meets everyone’s requirements
- Dynamic planning: allows short-notice changes to the planning
- Automatic approval of agents’ requests: for exceptions, time off, offer/exchange of plans and care. Provides set workflows to automate approval, rejection, waiting lists and manual processing
- Peer-mentoring initiated by the agent: if an agent submits a request and another agent take this on, approval is automatically granted by the line manager, and the schedules of both agents are updated.
- Strategic planning and forecast: users can forecast staff needs based on trends
- Targeted evaluations: find interactions of interest precisely with a combination of transaction data, customer data, speech energy and other business-related metadata
- Library with adjusted evaluation forms: as a percentage or by points
- Precise evaluation comments: add comments to a call and search for comments by questions, sections or forms
- Gamification of agent KPIs: Agents earn badges for quality ratings and compliance with guidelines
- Evaluation calibration: line managers, managers and agents can comment on an evaluation to achieve a collaborative approach to quality
- Automated contact queue: contacts are forwarded to a contact queue corresponding to the workflow configuration
- The integration of post-call survey data with the call data makes playback easy to access during evaluations
- Exporting calls: use for training sessions or within e-learning platforms
- E-mail recording
- Screen recording
from € 69/ month net
All the same features as standard agents plus...
- Intuitive SMS, WhatsApp, Facebook Messenger connection
- Low-code & no-code workflow editor for creating digital inbound and outbound message distributions for integrating business processes
- Call conversation monitoring (silent monitoring)
- Call coaching & barge-in
- Call recording & evaluation
- Real-time reporting
- Historic reporting (one-on-one call records & 30-min. period)
- Export to Excel & CSV
- Sending of reports by e-mail in line with a schedule
- Data access via API
- Pre-built contact centre dashboards
- Reporting using Pivot tables
- Entry of threshold values in the reports
- Pre-built historic & real-time reports
- Incoming calls: Total number of incoming calls during the reporting period
- Agent activity: Total time an agent spends in each agent state
- Answered calls: Number of calls answered by a receiving agent
- On-hold contacts per time period: Number of contacts on hold during the reporting period
- Abandoned contacts: Number of contacts who abandoned the call during the reporting period
- Completed contacts: Total number of contacts in the system during the reporting period; includes answered and abandoned calls
- Short calls: Total number of calls that finished within the threshold for short calls
- Answering time: cumulative time between the arrival of contact calls at the Webex Contact Center Service and them being answered
- Conversation/connection time: cumulative talking/connection time
- On-hold time: cumulative time that contacts were on hold and waiting to be forwarded
- Abort time: cumulative time that contacts were in the system for longer than the threshold for short contacts, but ended the call before it was answered by an agent
- IVR time: cumulative time that calls spent in the IVR system, waiting to be processed
- Percentage of contacts answered
- Average processing time
- Average time on hold
- Average abandonment time
- Average answering speed
- Service level reporting
- Real-time display of queues
- Performance reports
- Agent status report
Omnichannel functionalities
- Integration of virtual agents: Chat bots for question and answer communication, and bots for processing standard business transactions
- Customers can submit customer satisfaction surveys (CSAT)
Supervisor management console
- Supervisor management incl. SMC cockpit
- Maintenance of opening hours and holidays
- Callflow switch for overflow circuits
- Definition of the overflow times
- Emergency routing activation
I have CCaaS. What now?
Now is the time to focus on growth - more satisfied customers and more efficiency.
With our CPaaS solution, we are creating a world where companies can achieve seamless communication with their customers and every interaction is faster and more efficient than ever before.
Our chat and voice bots allow you to automate and personalize communications with your customers for a seamless customer experience.
Optimize your customer relationships by accessing critical information in real time and creating personalized experiences your customers will love.