PARSEC's Cisco Collaboration & Contact Center Apps and Services For more info contact : info@parsec-tech.com

1. Application Integration Services
for
Cisco Collaboration & Contact Centers
An outline
info@parsec-tech.com www.parsec-tech.com

2. Offerings
• Custom , white labelled
application development
services
• Application integration
services
• Connectors
• Productized applications
Cisco collaboration
products
Cisco tools/APIs/ SDKs

3. MARS UNIFIED CC AGENT
A single middleware platform which acts as bridge
between
Cloud based CRM or Premise based
CRM/ERP/Incident/Ticketing System
and
Cisco communication platforms like CUCM, UCCX & UCCE.
Cloud Based CRM or Customer Database

4. Acts as Middleware between CRM/ERP & Cisco
Communication Platforms
UCCE
UCCX
CUCM
Cisco Communication Platform
• Can work with Cisco Finesse Desktop or without Finesse Desktop. Synchronized
states with Cisco Finesse Desktop
• Single middleware to communicate with multiple CRM/Incident/Ticket management
software like Salesforce, ServiceNow, Microsoft Dynamics and SugarCRM, ZOHO
• Works as bridge between CRM/Incident/Ticket management software and Cisco
Communication Platform like CUCM, UCCX & UCCE
• Can handle browser crash, multiple tab opening & browser refresh scenario. Agent
states are maintained
• Single interface for both Agent & Supervisor

5. MARS Unified CC
Agent with SFDC,
ServiceNow screen-
shots

6. MARS UCCX WALLBOARD
• MARS UCCX Wallboard displays real-time info of Cisco UCCX in contact centers.
• Monitor contact center functions and performance in real-time.
• User defined screen layout
• If configured thresholds are reached, alarms are raised by changing the colors in
the screen as configured
• If primary UCCX server goes down,then application connects automatically to
secondary UCCX server ( HA)
• Create groups based on queues
• Supervisor can view wallboards based on the group selected
• Set wallboard backgrounds of your choice
• Auto display/rotate the wallboard screens one-after-other at a configured time
interval
• Set thresholds for Agent states

7. MARS UCCX Wallboard…

8. MARS UCCX CAMPAIGN MANAGER
• MARS UCCX Campaign Manager app provides business users an easy-
to-use web-based interface to manage the features and functions of
customer campaigns configured on Cisco UCCX.
• Manage campaigns-edit important campaign parameters
• Upload contacts manually
• Auto-Upload of contacts
• Monitoring contact lists
• Deleting contact lists
• No need to share access of Cisco UCCX admin interface with
campaign managers for day-to-day process related changes needed
running of campaigns.

9. MARS Campaign Manager…

10. MARS EMERGENCY ALERTS
• MARS Emergency Alerts helps an organization to create, distribute and manage
enterprise wide notification to all employees in the enterprise in a systematic and
efficient manner.
• The application allows alerts to be broadcasted to Cisco IP phones by the
application administrator.
• Alerts could be of Pre-Recorded Audio Alert , Text Alert , Live Voice Alert
• Use Cases :
• Send Voice & Text Alert in case of a Fire situation
• Send Voice & Text Alert in case of a Terrorist attack situation
• Send text notification/Alert during enterprise Email Server down
• Send text notification/Alert for prescheduled network maintenance plan
• Send Text Alerts ( Greetings ) on festivals/new Year
• CEO of the company can send Live Voice (Speech) to all employees from his cabin.

11. MARS EXPRESS AUTO ANSWER
• The application allows calls routed by Dialers to agents to be answered in a
fraction of a second, thus leading to
Increased agent performance
Decrease in call drops
Better customer experience as there is reduction in silence period
(Time of call being answered by client to hearing a live agent voice)
• A reduced call connect time gives a better customer experience and also
helps to meet the Call Connect Time Compliance set for Contact Centers.
• In Cisco Contact Center (UCCX/UCCE) to automatically answer a call
transferred by the dialer to an agent’s Phone is approx 1000 Milliseconds
(i.e.1.0 Second).
• Parsec’s application enables a Cisco Contact center to reduce the overall
call connect time, by automatically answering a call transferred by the
dialer to an agent’s Cisco Phone in < 100 Milliseconds (i.e. < 0.1 second)

12. MARS Express Auto Answer…

13. MARS SILENT MONITORING
• Campaign providers demand that their contact centers to provide optimum quality
of customer service th agents provide to customers
• To provide this call quality, the ability to eavesdrop onto the agent-customer
conversations and whisper to the agent in between calls is critical to call center
business.
• MARS Silent Monitor & Whisper-Coaching application for CUCM allows a
supervisor to silently monitor or whisper/coach to a monitored agent during a
conversation between an agent and the customer without the customer or agent
knowing that he/she is being monitored.
• Supervisor can Monitor, Whisper-Coach agents using his Cisco mobile device 7925
IP Phone also.
• Application supports Cisco Jabber Windows Client also.
• The application does not require Cisco UCCX/UCCE for enabling the monitoring
feature in CUCM.

14. MARS Silent Monitoring…

15. MARS USER LOGIN LOGOUT MIS
• Every organizations needs to analyze the need of optimum number of Cisco IP
Phones deployed for users in the enterprise.
• Customers report that often they do not reach a human on trying to contact the
organization.
• Management may have the feeling that some staff are not logging into the phone
system(Extension Mobility Login) to avoid calls.
• Above app provides an MIS system which gives the below information
 Historical reporting for individual user EM login/logout activity
 Historical reporting for individual time logged in
• Dual EM Login Notification: If User-1 is logged in to Device-1 and then he logs in
to Device-2 using same EM credentials with an active call already present in
Device-1 ,Parsec’s application monitors such dual EM login activity by a user and
provides online notification to the administrator.

16. MARS User
Login-Logout
MIS app
screenshots