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2016

Because providing seamless and optimized customer service must be a priority!

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Book your individual meeting with our product specialists right HERE.

 

  • Resort Licensing – get email and chat integration bundled at no additional cost

In an effort to make your job easier, we have streamlined the process of ordering our CRM connectors via Cisco SolutionPlus program. Specifically, we have converted the pricing structure for all CRM connector products into what we are calling a “Resort Licensing” model. This all-inclusive approach allows customers to leverage integrated CRM email & chat channels without needing to purchase a separate license. The result: greater product value & easier ordering.

 

  • New Products on SolutionPlus

To allow you to offer a more comprehensive portfolio of products, we have added our b+s Fusion for Finesse CRM, and b+s Connects for Salesforce UCM Editions to SolutionPlus.

Fusion for Finesse CRM is a powerful Finesse framework integration which allows contact center agents to manage CRM information from within the Finesse browser interface.

Connects UCM Edition integrates Cisco Unified Communications Manager CTI into the Salesforce interface. Everyday users of Cisco telephony can now reduce desktop clutter, streamline their handling of calls and customer information and eliminate the need for users to navigate a separate telephony softphone while doing work in the CRM.

Please take a moment to look at this updated ordering guide to learn more: Go to Ordering Guide.

 

  • Salesforce Omni-Channel Federation

Following up the exciting announcement of the new Cisco and Salesforce partnership, we are proud to be the named partner responsible for providing the integration middleware connecting these market leading solutions. For more information on that announcement click here.

Bucher + Suter has released what we are calling Salesforce Omni-Channel Federation. This new feature, which is included in our base b+s Connects for Salesforce license, enables Salesforce Omni-Channel (routing) to be federated with voice channel provided by Cisco Contact Center.

See Bucher + Suter Salesforce Omni-Channel Federation in action! This quick demo video and article will give you a sense of the benefits this functionality provides.

Please feel free to contact us for further information at info@bucher-suter.com. In the Americas, please call +1-800-917-9060. In EMEAR/APAC, please call +41-31-917-52-00.

Warm regards, Team Bucher + Suter

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Our b+s Connects for Salesforce CCE/CCX 3.3 Edition has just landed—don’t miss a beat!

To order you personal meeting click HERE.

New features and improvements in this release

  • Salesforce Omni-Channel Federation (see below)
  • Support for Microsoft Edge on Windows 10
  • Expanded API integration methods
  • Added display for amount of time an agent has spent in a given state

Salesforce Omni-Channel Federation

Customers have been asking how they can use Salesforce Omni-Channel for non-voice work item management (workflow) in conjunction with Cisco voice routing… Bucher + Suter now makes it seamless for agents to blend handling telephone calls and management of Salesforce omni-work objects. An integrated UI (gadget) and federated agent state combine to power this unified environment. This feature is included at no additional cost. Here is a list of key features:

  • Coordinate Contact Center phone calls and Salesforce Omni-Channel work requests to ensure agents on phone calls are not interrupted by Omni-Channel tasks
  • Allow agents to change their Omni-Channel presence state (ready/not-ready) within the b+s gadget
  • Agents can accept new non-voice Salesforce tasks and Cisco Contact Center phone calls all from within the b+s gadget

See Salesforce Omni-Channel Federation in action! Click here for a demo video and here for an article.

 

Upgrade to version 3.3 now. Please contact your Bucher + Suter account team to schedule your upgrade today.


Warm Regards,

Product Management

Bucher + Suter