Republic Services
$320,000 invested, $500,000+ saved every year, payback in seven months. A Cisco–Salesforce integration that scaled cleanly across 1,200 agents and 12 million annual calls.
Why b+s
Turn platform capabilities into concrete business outcomes
Contact center platforms ship with more capability than teams typically use. We help you unlock the value in investments you’ve already made.
Why platform investment doesn't always deliver results
Many organizations invest heavily in modern contact center platforms, but never fully connect those investments to day‑to‑day operations, agent workflows, or business outcomes. The result is underused capabilities, fragmented experiences, and platforms that look powerful on paper but deliver limited value in practice.
Design adoption around the agent workflow itself, focused on the capabilities that save the most time across the highest call volumes.
Integrate platforms with Salesforce, ServiceNow, Microsoft Dynamics and backend systems, so customer context arrives with the call and agents stop switching screens to find it.
Sequence work by features that move the metrics: cost per contact, first contact resolution, CSAT, deflection with resolution.
Stay involved as conditions evolve, so the platform keeps generating new value without another re-platform.
Track impact through the metrics the business already measures: agent productivity, customer effort, retention, cost line.
Customers who got more from what they'd already deployed
Daktronics
An 80% reduction in IVR prompts after Salesforce flows and intelligent screen pops fed agents the context they needed before each call connected.
Valeris
Average speed of answer dropped from a 60-second target to 5 seconds, handle time fell from 8 minutes to 6, and the business expanded without scaling agent headcount at the same rate.
Bluebeam
A structured migration from on-prem Cisco CCX to Webex Contact Center that protected existing Salesforce workflows and set up scalable growth for a global construction software company.