b+s brings Lightning to the forefront of the Salesforce Experience this summer by adding the ability to route and report on Salesforce Omni-Channel interactions.   b+s continues a product strategy of providing access to the full suite of native Salesforce features, and is proud to announce that with the latest version of “b+s Connects” it is now possible to route and report on Salesforce Omni-Channel interactions through Cisco universal queue for both Lightning and Classic. Pairing the power of Salesforce Omni-Channel with enterprise class routing of Cisco Contact Center streamlines work within the contact center with centralized scheduling, blended reporting, unified workflows, and enabling a “single-source of truth”. To understand what UQ means for your business, check out this insight paper. CLICK HERE       Along with full-featured routing capabilities, using b+s Connects, it is now possible to be more proactive with contextual data and agent alerts. The b+s Connects Integration API for Lightning exposes capabilities to easily customize environments to react and interact with customer data to streamline business-critical processes.   What Now? Upgrading Connects today will ensure greater functionality and increased stability, which translates into efficiency, which in turn means superior customer journey tracking. If you want to connect and take action, be sure to get in touch with us. We’re always eager to hear from you!   CONTACT US   ... View more

11. September 2018 | Happy Landings | Frankfurt DE Chatten Sie schon oder telefonieren Sie noch? Die digitale Kundenreise bringt den Chat-Kanal mit künstlicher Intelligenz in eine prominente Position. Nehmen Sie teil am Flug durch die Möglichkeiten des digitalen Kundenbeziehungsmanagements mit Cisco UCCE 12.0.   REGISTER HERE https://www.bucher-suter.com/news1/events/digital-customer-experience-day/       ... View more

An interview with Xaver Bandi, Salesforce Developer at b+s The community working on and with Salesforce is as dynamic as the software platform itself. We decided to find out more about some of the folks in different roles in this collaborative ecosystem, and wanted to start where the coding rubber meets the API road: developers! 3rd party developers create every imaginable add-on feature for Salesforce. This is great because it means that just about any business can leverage the solution for its highly specialized needs. Bucher + Suter is one such company that provides connectors for businesses using Cisco Contact Center and Cisco Collaboration Solutions. We were able to catch up with b+s Connects for Salesforce developer Xaver Bandi to get an inside view of what it’s like to work on 3rd party apps for the CRM giant.   Read the interview right here: https://www.bucher-suter.com/news/blog/interview-creating-apps-for-salesforce/     ... View more

It’s always the awards for things you really worked for that are the sweetest... That’s how we felt about the Cisco EMEAR Customer Care Award we won this week at the 2018 Collaboration Summit in Phoenix, Arizona. For Bucher + Suter, this specific award means so much to us because customer service excellence is one of the cornerstones—if not the very foundation—of our business model. Ultimately, we are honored to receive this award from Cisco, because we feel it reflects the culmination of years of consistency, care, and customer-centered business. Go to the BLOG page ... View more

Innovative Kundenerlebnisse dank Design Thinking Alte Geschäftsmodelle funktionieren nicht mehr, disruptive Modelle gefährden die eigene Existenz, Produktlebenszyklen verkürzen sich. Durch die digitale Transformation werden die Karten im Markt neu gemischt. Unternehmen, die alte Denkmuster, Silo- und Hierarchiedenken hinter sich lassen und agil handeln, sind bereit für die Zukunft. Ein möglicher Weg dahin führt über Design Thinking. Hier geht es zum Blog: Bucher + Suter: Innovative Kundenerlebnisse dank Design Thinking ... View more

Video Clip: CiscoLive17, Las Vegas | b+s Highlights   https://www.bucher-suter.com/vidsrc/CiscoLive17General.mp4   Stay turned on and tuned in, but don't drop out; we want to connect with you!   Bucher + Suter: Contact us     ... View more

HOW Emerging Technology is Very Soon Going to Redefine Business Best Practices: Truly seamless, one-to-one customer journey mapping has been the theoretical goal of customer service in contact center industry for quite a while now. Developments in technology are now making it increasingly realistic to provide this kind of service by utilizing technologies like Cisco’s Context Services, Salesforce’s Einstein, and IoT enabled devices like Cisco’s Jasper. By tracking every part of a customer’s interaction with a business, and having that information at agents’ fingertips, it becomes possible not only to provide virtually perfect customer service, but also to anticipate customers’ practical needs, and even their desires. This means streamlined interactions with customers. It means that when customers need, want, or even might want further services, businesses will be able to anticipate and provide for those needs. It means that before customers even know they are ready for or interested in making purchases, businesses can make those purchase opportunities known so that customers can edify their desires and businesses can drive profits. Read more -> Bucher + Suter: Emerging Technology 1-3: Very Soon Going to Redefi Team Bucher + Suter ... View more

We are looking forward to delivering exciting content about our UCM Edition for Salesforce and, of course, the upcoming Cisco Spark Integraion. https://www.bucher-suter.com/news/events/event/?eventnr=2&date_from=2017-05-31 Team Bucher + Suter ... View more

Lassen Sie uns das Thema Connected Digital Customer Experience gemeinsam angehen   Es war für uns ein grosses Vergnügen und eine Bereicherung, mit sovielen Teilnehmern den Connected Digital Customer Experience Day zu gestalten. Viele spannende Vorträge und aufmerksame sowie ideenreiche Gäste haben den Tag zum vollen Erfolg gemacht.   Die Highlights: Orchestrierung der Kontakte im Omni-Channel: eliminieren - automatisieren – intensivieren (Axel Gibmeier, Bucher + Suter) Cisco Omnichannel Contact Center in der Digitalen Transformation – Live Demo Digital Customer Journeys (Frank Müller & Peter Hubach, Cisco) Digitale Agenda 2020: was Kunden erwarten und erwartet (Hans Agnischock, DXC Technology) Von Amazons Alexa bis Google Assistant: sprachgesteuerte Digital Assistants im Kundenservice (Lupo Pape, Semantic Edge) Remain human while going digital: Wie Hilti individuelle Kundenbedürfnisse in Zeiten der Digitalisierung bedient (Dr. Susanne Buddendick, HILTI Global IT) Digital Omnichannel Commerce im weShop - von der App zum Point of Sale (Christoph Beyer, CIsco) Der 360° Customer Service mit Cisco und eGain: Live Demo von Knowledge über Chatbot zum Live-Chat mit Video und Cobrowsing (Markus Moranz, eGain) Customer Care kann auch „leicht und luftig sein“ – wie Cisco Spark und b+s Cloud Services den Kundenservice verändern (Jürgen Schick, Bucher + Suter)   Hier gehts zur Follow-Up Webseite: Bucher + Suter: CDX Day-Follow-Up   Bis zum nächsten Mal!   Ihr Team vom Bucher + Suter ... View more

Wow - what an epic community Pictures say more than tousand words! See you next year. Bucher + Suter: Events ... View more