News & Events How to unify your customer communication suite: new product overview

This post is for contact center professionals looking to implement Salesforce Service Cloud Voice (SCV) and Cisco Webex Contact Center. Learn how the new b+s Elevate solution brings together Cisco Webex Contact Center (voice, chat, and customer data) and SCV into a single, Salesforce-based contact center.

You want to move your service communications to the cloud with SCV and Webex Contact Center for service communications, but there’s a problem: you need to overcome issues with integrating voice, chat, and customer data:

• Agents waste time toggling between platforms, resulting in delayed responses and missed opportunities for upselling.
• The system routes calls to the wrong agents, leading to unnecessary transfers and longer resolution times.
• Internal and external communication feels disjointed, inhibiting collaboration and overall service quality.
• You’re concerned about security vulnerabilities created by siloed systems.

What’s the missing piece?

A Salesforce-ready contact center solution capable of unifying Webex Contact Center with SCV into a single communication suite. In other words:

• One agent desktop for all customer contact
• One cohesive experience across voice, email, chat, and social media
• One package that brings together data, communication channels, and AI

A lot of contact center professionals tell us the same thing: it’s time to switch up how we run our communication. But what happens when we need to scale? I need to know that the new deployment can overcome past inefficiencies.

That’s when having a holistic, AI-enhanced communication and contact center solution within Salesforce becomes critical. As it stands, no other provider offers a solution that seamlessly blends Salesforce with Webex Contact Center via Service Cloud Voice.

With b+s Elevate, you can:

Even a few extra clicks to switch from system to system can add up, wasting customer and company time (and stressing agents out). b+s Elevate puts everything—context, customer info, and recommendations—into a single view that requires far less application switching. In addition, agents benefit from real-time guidance and the automation of contact/case/interaction recording.

Siloed systems make tracking customer contact across platforms a manual, complex, and time-consuming task. Yet more than a quarter of agents need more context when dealing with customers, and 80% think access to data from other business units would be helpful.

With the ability to not only integrate communication data into a unified platform, but use it to drive advanced analytics, predictive insights, and automated customer service actions, expect to:

• Enrich customer profiles
• Improve customer analytics
• Create more personalized service experiences
• Unlock new insights and data-driven decision-making

By enriching Salesforce Data Cloud with call and omni-channel interaction data, you’ll unlock real-time insights that cross marketing, sales, and service channels—enhancing segmentation and driving more effective, AI-powered, data-driven actions throughout the customer journey.

Agents want in-console telephony for direct call access and management within Salesforce. Can you blame them? Imagine how much time and energy they could save with cloud telephony that’s embedded within their Salesforce workspace.

This integration enables more than simple time-saving. It supplies agents with real-time data, such as live call transcripts and AI-driven insights, that help inform the next best step to take. And it aligns all the channels that the typical agent must attend to, including voice, chat, and email.

Few problems compound quite like call misrouting. Maybe you’ve seen the way inefficient routing systems increase wait times and handle times, put unnecessary pressure on agents, and frustrate customers.

More than a third of customers say waiting on hold is the most frustrating aspect of customer service; another 30%+ say it’s having to repeat themselves to different service reps.

To avoid these headaches, b+s Elevate leverages AI and intelligent routing capabilities to ensure that each call is directed to the most appropriate agent. It does so based on specific criteria such as skills, availability, and customer history.

Even though 80% of organizations see a coming increase in AI investments, many have yet to make long-term deployment plans. Instead of a full-scale AI implementation, this integration helps you prove out the ROI with individual use cases.

Those use cases might include integrating Salesforce Einstein AI or Agentforce with customer interaction data to drive advanced analytics, predictive insights, and automated customer service actions. Or enhancing call routing with AI for intelligent routing and call distribution.

You’ll want a team of Cisco- and Salesforce-certified experts to implement any contact center solution, including b+s Elevate. That team needs to understand and account for enterprise- or sector-specific nuance, as well as your specific technological complexities.

Bucher + Suter has partnered with Cisco for more than 2 decades and has been developing solutions for Salesforce for more than 15 years. The Bucher + Suter team oversees 100,000 active contact center agents to date, in practically every vertical: 

• Automotive
• Financial Services
• Healthcare/pharmaceutical
• Retail
• Communication and Information Technology (IT)
• Energy
• Logistics/Travel
• Manufacturing
• Government/Education
• Non-Profit

 Read some of our sector-specific deep dives for more details:

• AI for the Public Sector: 3 Things to Keep in Mind
• Spotlight: digital customer experience in the public sector
• Humanizing financial services with next-gen AI chat and voice bots
• State of Play: Why Financial Services Needs A+ Customer Service

b+s Elevate turns Webex Contact Center into a Salesforce-ready solution that taps into the power of Service Cloud Voice. It provides a truly unified agent and customer experience that’s secure, scalable, and capable of bringing immediate speed to value. All with the ease and familiarity of the CRM system your agents already use.

Here are the core components that comprise the unified communication suite:

You can get the b+s Elevate package on the Salesforce AppExchange, or contact our team for a personalized product demo. Go to the b+s Elevage page on our website for more information.