When Salesforce is combined with the telephony and contact center capabilities of Cisco Webex, it creates one of the most complete and secure customer experience solutions on the market.
Depending on industry, 70 to 95 percent of customers contact companies by phone. Organizations that rely on Salesforce and want to operate their contact center through the platform need a crucial piece of the puzzle: an integration solution for voice and voice automation. To enable telephony within the Salesforce ecosystem, a partner solution that supports Salesforce’s Service Cloud Voice for Partner Telephony (formerly known as Bring Your Own Telephony (BYOT)) is required.
Voice quality in contact centers is crucial for effectively resolving issues and maintaining customer satisfaction. High-quality voice transmission is essential for successful voice automation as well. If automation or AI systems receive inaccurate transcriptions of customer communications, they cannot assist either the customer or the live agent effectively. Therefore, decision-makers should thoroughly evaluate their telephony solutions, ensuring the foundational elements that support advanced self-service and agent empowerment tools are solid and reliable. There are a number of factors that can lead to issues with voice quality. However, many providers simply do not deliver what they promise on paper, focusing too much on marketable features and forgetting the importance of a fundamental concept – ensuring the customer is understood!
Typical problems with low-quality network telephony providers
- Voice quality issues that lead to high call churn and the failure of systems that rely on accurate transcription, such as agent enablement and customer self-service AI
- Outages that mean agents can’t make or receive calls
- Issues with certifications, data protection, compliance/GDPR
- Insufficient end-to-end encryption from mobile device through contact center software to the customer
- Minimal local support from the cloud service provider
- Inadequate scalability for overflow during peak times
- Variability in availability, backups, downtime
- Hidden extra costs for call minutes, international calls…
Secure AI-enhanced customer service with Salesforce and Cisco
This is where Cisco’s Webex Contact Center plays so well. For decades, Cisco has been a leading provider of networking, telephony, collaboration, and security solutions, utilized by large enterprises worldwide. Cisco offers exceptionally stable, high-quality, and secure cloud telephony. The integration of Salesforce through Service Cloud Voice with Webex Contact Center provides a groundbreaking solution that allows companies to maximize their service quality while simultaneously offering best-in-class protection against cyber threats. Through Service Cloud Voice, Salesforce becomes the single source of truth for all customer data and interactions, while Cisco ensures high-quality, secure telephony and voice automation.
Call controls are managed within Salesforce, where customer data is located. Callers are automatically identified, and agents receive a 360° customer view before taking a call. With the help of Salesforce Einstein, the agent’s recommended next-best action is suggested, optimizing the interaction and significantly reducing manual follow-up tasks. Creating a unified, Salesforce-based agent desktop leads to higher customer and agent satisfaction whilst significantly increasing efficiency throughout the contact center and enabling a seamless customer journey across all channels.
Seamless transitions and contact center telephony expertise
To successfully implement both solutions in the contact center, the agent desktop, data streams, and conversational AI must be seamlessly integrated. Bucher + Suter combines Salesforce’s outstanding customer data management with Cisco Webex’s security and contact center strengths and the conversational AI power of leading solutions like Cognigy. This enables companies to fully leverage AI, increase customer satisfaction, and optimize the efficiency and security of their customer service processes.
We are Bucher + Suter
Bucher + Suter is your trusted partner for contact centers. For over 25 years, we have been driving service success and enhancing customer satisfaction for global corporations and mid-sized companies. We seamlessly integrate industry-leading contact center technology, AI innovations, and CRM/backend systems into customized, partially automated omnichannel solutions. Our team of over 120 contact center specialists has experience from more than 400 projects, offering exceptional expertise in conversational AI and voice automation.
Contact us below and discover why hundreds of contact centers trust Bucher + Suter to maximize their contact center and Salesforce investments.
