The Bridge program is designed to give you access to Bucher + Suter’s industry-leading talent and help you make the most of your Salesforce to Cisco Contact Center integration. With an abundance of Salesforce and Cisco- and Webex- Contact Center expertise, our consultants can help you get everything you need from your systems integration.

With the Bridge program, we can help your business across the breadth of your customer service strategy from pre-agent-interactions with things like enhanced self-service (intelligent IVR and chatbots) all the way through post-interaction with reporting and analytics. And let’s not forget what we do best; enhancing the agent desktop with things like tailored screen-pops, Salesforce Next Best Action and Recommendations, customer sentiment indicators, and other capabilities utilizing transcription and Einstein integration.

While the process is collaborative, especially in the early fact-finding and consultative stages, Bucher + Suter’s experts are well versed in taking over the project’s duration and will lead your team with finesse from start to finish.

Ultimately, you will have a say in the input level you’d like your teams to have at each stage. Because of the unique nature of the Bridge program projects, we’re very open to more or less collaborative work as it fits in with your internal resourcing capabilties.

Bucher + Suter has been in the business of contact centers for more than 20 years and has been a Cisco-only vendor for the duration of that time. We are Cisco Contact Center experts! Everything we do is built around and for Cisco’s contact center ecosystems, and there is no partner in the world with the dedicated focus, experience, and expertise that we have.

In addition, we also have a uniquely strong partner relationship with Salesforce and a significant breadth of Salesforce talent from admins to business analysts to developers, that can help you and your teams really unpack Salesforce’s full capabilities. It’s a huge, and often complex platform, but our teams can help you strip back the complexity and help you meet your business needs and objectives.

Each project will be scoped based on individual customer requirements and a fixed price estimate will be provided so that you will have a clear understanding of full project costs upfront.

When you come to us with a request, we’ll typically sit through a high-level session with you to understand your business needs and how we might be able to assist you. You could already have technical implementation ideas or simply know your desired to-be state. Whatever position you’re at in your requirements gathering, we’ll be able to help you ascertain realistic options to help you meet your business needs.

After the discovery meeting, we’ll do a high-level scope with our sales engineers, who will assess the feasibility of what we’ve discussed. When the sales engineers have evaluated and discussed the feasibility at a high level with your new project team, we’ll present an estimate of the hours required, as well as a proposition or demonstration of what we’ll do.

After the statement of work is completed and signed off, the project owner for the job will get to work and initiate the project. The pre-agreed upon solution will then be rolled out at a rate you’re comfortable with, and we’ll provide complete documentation. There will then be a 10-day acceptance period where you can grant formal acceptance of the solution or let us know if you need something else worked out.

Post-project completion, our customer success team will be available to help with any follow-up or support questions.