Unlock the full potential of ServiceNow and Cisco Contact Center with a seamless integration that transcends the sum of its parts. Bucher + Suter offers a cutting-edge, no-hardware solution that not only accelerates installation but also rapidly establishes operational efficiency. By seamlessly blending CTI and Omni-Channel capabilities, this innovative tool optimizes customer interactions, delivering significant time and cost savings. Capable of integrating CTI & Omni-Channel features, this gadget will save time and money with each and every customer interaction. The result: a light, powerful, and easy-to-install connector that sharpens every ServiceNow implementation it touches.
CUSTOMER ADVANTAGE
Seamless transfer for IVR & call data
Configurable lookup on all customer-related objects
Click-to-dial
Auto-record creation
AGENT EXPERIENCE
General
In-app experience
Screen-pops
Quick record lookup
Transfer & multi-call
Interaction logging
Activity comment field inside the gadget
Auto assignment of work items to customer-related objects
For Finesse Edition only:
Team Real-time display (for Cisco CCE and Cisco CCX)
Queue Real-time display (for Cisco CCE CCE only)
AWA controls for chat and tasks (accept/reject work items, change state)
QM: call recording (Verint and Calabrio On-prem)
PLATFORM
One-click installation
Minimal configuration
High availability
Integration API
Support for various ServiceNow Workspaces
Support for Task Routing
Support for Next Experience
Version Cheetah:
Options for interaction management
Dialing rules for Call history
Directory lookup timing configurable
API enhancement
WxCC support deprecated
OpenFrame & Interactions Management