Bucher + Suter provides advanced contact center integration solutions for Cisco and Salesforce, helping global enterprises optimize agent workflows and CX.
Bucher + Suter provides advanced contact center integration solutions for Cisco and Salesforce, helping global enterprises optimize agent workflows and CX.
Bucher + Suter is a global provider of strategic contact center solutions, specializing in the seamless integration of Cisco Unified Communications and Salesforce CRM. For over 20 years, the company has focused on a singular mission: optimizing the intersection of telecommunications and customer relationship management to improve agent productivity and enhance the customer experience (CX).
As a premier Cisco Solution Plus Partner and a long-standing Salesforce ISV partner, Bucher + Suter occupies a niche position in the market. They provide the "glue" that allows large-scale enterprises to leverage their significant investments in Cisco infrastructure while utilizing Salesforce as their primary engagement layer. Their core offering, the b+s Connect suite, enables features like advanced CTI (Computer Telephony Integration), automated activity logging, and intelligent routing.
Headquartered in Switzerland with significant operations in the United States and Germany, Bucher + Suter serves a diverse global clientele. Their target audience typically consists of Tier 1 and Tier 2 enterprises in highly regulated or complex sectors, including financial services, healthcare, manufacturing, and government. These organizations often possess complex legacy Cisco environments and require a high degree of customization and reliability that standard "out-of-the-box" connectors cannot provide. Throughout its history, Bucher + Suter has evolved from a regional integrator into a global software vendor, consistently leading the market in CTI innovation and enterprise-grade stability.
Company Differentiation
What truly distinguishes Bucher + Suter is its deep-rooted engineering heritage and its exclusive focus on the Cisco and Salesforce ecosystems. Unlike generalist integrators, Bucher + Suter operates with a "specialist-first" philosophy, prioritizing deep technical mastery over broad market reach. This focus has fostered a culture of precision and reliability, mirroring the Swiss engineering standards of its parent company, the Bucher Group.
Their business model is uniquely built around the concept of "long-term partnership over short-term transactions." This is evidenced by their customer success approach, which involves high-touch technical consultancy rather than just software delivery. They maintain a remarkably close relationship with Cisco's product teams, often acting as a bridge between Cisco’s infrastructure and the practical, day-to-day needs of Salesforce-using contact centers. This alignment allows them to offer a level of stability and roadmap foresight that competitors cannot match. Their company philosophy centers on "simplifying complexity," ensuring that while the underlying technology is sophisticated, the user experience remains intuitive and focused on agent productivity.
b+s Connect for Salesforce: The flagship CTI integration for Cisco UCCE/UCCX/Webex CC.
b+s Connect for Microsoft Dynamics: Native integration for the Dynamics 365 Channel Integration Framework (CIF).
b+s Omni-Channel: A specialized module that synchronizes agent states across Cisco and Salesforce digital engagement tools.
b+s Hub: A cloud-based integration platform designed for Webex Contact Center customers.
Custom Adapters: Tailored integration services for niche CRMs or bespoke enterprise applications.
Product Differentiation
The flagship product, b+s Connect, is widely considered the gold standard for integrating Cisco Contact Center (UCCE/PCCE/UCCX/Webex Contact Center) with Salesforce. Its primary differentiator is its "native-first" architecture. Rather than forcing agents to toggle between windows, Bucher + Suter embeds full telephony and omnichannel control directly within the Salesforce Open CTI and Lightning frameworks. This creates a single pane of glass that significantly reduces "swivel-chair" fatigue.
Key technical advantages include:
* **Advanced Screen Pop & Data Orchestration:** Their products don't just pull caller IDs; they use sophisticated logic to route data from Cisco’s peripheral variables into Salesforce objects, ensuring agents have the full customer context before they even say hello.
* **Synchronized Presence:** They offer deep state synchronization, ensuring that an agent’s status in Salesforce is perfectly mirrored in the Cisco infrastructure, which is critical for accurate reporting and routing.
* **Omnichannel Integration:** Beyond voice, they unify digital channels (chat, email, social) into a consistent workflow, allowing for unified reporting across disparate platforms.
* **Robustness and Scalability:** Built for the enterprise, their middleware is designed for high availability and can handle the complex, high-volume environments of global banks and healthcare providers where downtime is not an option.
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Bucher + Suter Software Details
Bucher + Suter: Seamless Salesforce and Cisco Contact Center Integration
