Cuae Business Values V 1.8.2

Introduction to Parsec

•Incorporated a decade back by technocrats to develop niche telecom solutions

•Focus was on Telephony Product Development

•Mission was to stay ahead in technology and make technology affordable

•All developments were done by keeping most advanced markets in mind

•Huge investment made in R&D, high quality manpower and test tools

Key Achievements

•1995

•Launched the first APAC commercial grade telecom Middleware which was capable for many voice applications like messaging, IVR, contact center, pre-paid telecom platform etc

•1997

•Launched the 1st Commercial PBX centric Voice Mail system (on PC) for enterprise use. Became a great success with 2500 installations within 3 years

•1998

•Asia's largest IVR was launched and continuously performed on PARSEC's IVR – 100K calls per day for Star TV Networks

•2001

•Parsec Call Center Suite was adjudged the “Most Promising Contact Center Solution” by Arthur D Little in the Asia CT Expo, Singapore

•2005

•Became the Most Popular Dialer solution in APAC and crossed 100 customers – First for any Call Center Solution provider

•2007

•CISCO approved Parsec as Partner for CUAE Services

Session Agenda

•Introduction

•Players

•Market Realities

•Business value of

•Unified Communication

•Application Development

•Architecture for Innovation

•CUAE Demonstration

•Customer Experience and Application Examples

•Go-To-Market Review

•Summary

Unified Communications?

Unified Communications (UC) is a commonly used term for the integration of disparate communications systems, media, devices and applications.

This potentially includes the integration of fixed and mobile voice, e-mail, instant messaging, desktop and advanced business applications, Internet Protocol (IP)-PBX, voice over IP (VoIP), presence, voice-mail, fax, audio video and web conferencing, unified messaging, unified voicemail, and white boarding into a single environment offering the user a more complete but simpler experience.

The largest single value of UC is its ability to reduce "HUMAN LATENCY" in business processes.

UC Applications

IP Network | Telephony | VOIP | Desktop Software | Mobility | Security | Presence

Applications

Conversed Applications?

Master Data Management

Patt

ern

s Tre

nd

s

SCM ERP CRM

Data | Voice

Data | Voice

Data | Voice

Conversed Applications?

SM receives a Call from Customer

SM dials a hunting number

SM authenticates himself and accesses the SFDC system

SM speaks out the Account name

SM now can update the a/c status, add a/c information, record a voice file

SM disconnects by hanging up

SM talks to the called in party

Voice Mail gets appended to the activity history along w/ transcribed text file

Sales Manager gets back to his desk and opens up SFDC and he can now listen to the voice recordings as well as read the text files.

UC Vision of Leading Players – Impact on Application Development

• Microsoft: – Breaks down today’s silos of communications experiences and

provides rich capabilities that allow people, teams, organizations to communicate simply and effectively while integrating seamlessly with business apps and processes.

• Avaya: – Provides the right communication services, user experience,

and corporate resources to the individual in an intelligent way.• Cisco:

– Integrates communications more closely with business processes, ensuring that information reaches recipients quickly, through the most appropriate medium.

• Nortel: – Improves business process - streamlines the tasks each of

us perform in business today, improves productivity and ultimately takes the human out of the "process" enabling us to work more efficiently.

Telephony IM/ Email/Presence and/orSearch

Business Process

Voice Messaging

Conf’ng/Collab

SIs,Other

AlcatelAvayaCisco* Inter-Tel Inter IntelliMitelNECNortelShoretelSiemensothers

AOLIBM/Lotus*GoogleMicrosoft*On-StateOrativeTelloYahoo

Skype

Oracle*SAPSiebel Vertical apps

AVSTActive VoiceAdomo Esna

Plus all telephony providers

CitrixWebExInterwisePolycomSonexis

HPAccentureDimension DataSpanlink eLoyalty

Categories & Players

* Marked companies caters to multiple categories

CISCO Vs. Microsoft

Product Microsoft CISCO

Desktop Clients Microsoft OfficeCommunicator (MOC)

Cisco Unified PersonalCommunicator (CUPC)

Presence Server Live Communications Server(LCS)

Cisco Unified Presence Server(CUPS)

Conferencing Applications Live Meeting MeetingPlace, Telepresence,MeetingPlace Express (MPE)

Unified Messaging Exchange 2007 Unity, Unity Connection

Contact Center None IP Contact Center (IPCC), IPContact Center Express (IPCCE)

E-Mail Server Exchange 2007 None

Call Control Office CommunicationsServer (OCS)

CallManager, CallManagerExpress

IP Phones Third party Broad range of low- to high endphones, wired andwireless, third party

Application Development Speech ApplicationLanguage Tags (SALT), .NET

Recent acquisitions of Audiumand Metreos

Priority of Business Issues

•Data and communication security

•System reliability

•Increased productivity

•Disaster planning

•Cost savings

•Reduction in delays and missed deadlines

•Increased collaboration

•Interacting with other agencies

•Increased accessibility to employees

•Coordinating a mobile or remote workforce

Market Connections, Inc.

Benefits Delivered Through Converged Applications

•Data and communication security

•System reliability

•Productivity

•Collaboration

•Disaster planning

•Accessibility to employees

•Cost savings

•Reduction in delays and missed deadlines

•Interfacing with other agencies

•Coordination of a mobile or remote workforce

Market Connections, Inc.

Business Value of Converged Applications

Recent research indicates that in order to become more agile the vast majority of companies are currently making significant changes to at least one business process.

The research also indicates that while a wide range of business processes is currently being re-engineered, there is a particularly strong focus on re-engineering any aspect of business that touches the customer.

Additional research shows that the factor most likely to cause a company to re-engineer its business processes is the emergence of new, enabling technology…. CUAE, SALT Tags, .Net Framework

• Enhancing collaboration• Simplification

– Making collaboration and communications easier• Improving productivity • Improving customer service • Streamlining Business Processes

– Significantly lower process workflow costs & overall business costs

– Business process improvement, targeted at operational efficiencies

Organizational Goals Achieved -> Applications

Communications Business Process Integration

How the Investment is Going to Help

Customer Benefits Delivered Through CUAE

•Initial wave of IP communication adoption is driven by telephony cost reduction

•General agreement that far greater ROI will be driven by applications that leverage this converged platform

•Applications that converge Voice, Video and Data can

•…..Transform Business Process

•…..Improve Communications

•…..Create Competitive Advantage

CUAE – Addressing Developer/Deployment Problems

Isolation of the switch– Application & PBX integration

•Improper protocol use threatens dial tone reliability

•Ops struggle with unpredictable application behavior and interactions

•Developers must identify, assess, license and integrate rich voice processing capabilities

•Applications run directly against CISCO Unified Communication Manager….there by making it more vulnerable

Lifecycle – Application Lifecycle Tools

•No voice IDE for developers increases development cycle time

•No QA automation tools increases test complexity and cycle time, lowers quality

•No standard way to manage availability, performance and capacity and lack of application lifecycle management tools

CUAE – Addressing Lifecycle Management Issues

CUAE – Addressing Organizational Concerns

Complexity – Complexity is overwhelming

•IT staff inexperienced with telephony protocols and media processing

•Complexity drives time, cost and project failures

•Developers must build everything from scratch

•Decision to use emerging standards like SIP or SCCP is made by the development environment itself as against the developer.

Streamline business processes by building full-features applications for converged voice, video and data networks using the first integrated, end-to-end runtime and development platform for unified communications

- Extensible provider network shields developers from voice complexity

- Abstraction layer simplifies and provides flexibility in telephony protocols - Framework reduces training and development time - Virtual machine layer separates application logic from core call routing

Single standard application container (Similar to a J2EE application server but for IP communications software) provides a common platform that developers, qualityassurance, and operations staff can share to manage the reliability, scalability, capacity, and performance of all packaged and custom unified communications applications.

What CUAE Does?

Voice & Data – The Integration

Proven value in enterprise deploymentsStrong enterprise application integration technologyFlexible platforms responds to unique business requirements

Rapid, visual development and integrationCost effective monitoring, maintaining and updates of applicationsIncreased productivity of developers, business analyst and partners

Leverage Web Services and Services Oriented ArchitecturesStandards basedIntelligence and policy delivered through the power, ubiquity and security of the converged network

CISCO Service Oriented Network Architecture Framework

Benefits of Integrated Development Environment - CUAE

•Life cycle management of appsDevelop -> Debug -> Test -> Deploy -> Maintain

•Clear abstraction layer for connectorsAbstract API variances from release to release

•Extensible architectureAdd new components connectors quicklyPresence, Location, Mobility Services etc...

•Intuitive visual, drag and drop UI for developersReduced level of programming skills required

Management Console:

•Centralizes management of worldwide applications

• Automates deployment, config, upgrade and ongoing aps. management

Application suite:

•Reference design apps deliver immediate out of box value

•Provide re-usable, pre-build, pre-tested functions

Virtual machine::

•Protects dial tone reliability

•Protects apps from each other

•Provides deployment flexibility

Media engine:

•Provides rich media functions

•Offloads processes from switch

•Frees valuable switch slots

•Eliminates need for integration

Application designer:

•Enables developers w/o telephony expertise to build applications

•Reduces training to minimum

•Cuts development cycle time

Plug-In Framework:

•Abstracts telephony protocols

•Abstracts enterprise functions

•Pre-built/tested applications

•Easily extendedApplication Server:

•Single common appl. Dev. Platform

•Provides a standard way for dev, QA and ops to manage

•Delivers deployment flexibility

Call Manager:

•Powerful call control

Presence Server:

•Aggregates user based presence and presence based SIP messages

Product Overview - Architecture

Application can be build like designing a business process:

Communications Business Logic

CISCO Unified Application Designer

Application Schematic

CUAE Application

Click2TalkParty 2Party 1

Step 2Step 1

Step 3

Add Script

1

2

Assign Values

3

Make Call Configuration

4

With All Nodes

5

Switch

6

Create Conference

7

Join Conference

8

Send Response

9

Complete Program To Make Calls & Conference

Complete Program With Exception Handling

Complete

Deployment – Open Application

Deployment - Applications

Deployment – Browse To Bin

Deployment – Select MCA File

Deployment - Upload

Deployment – Application Installed

Running Application

Enterprise Solutions and Examples

•Ease of application integration with choice of applications (Oracle, Sap, IBM)

•Leverage ERP and CRM investments

•Interoperability with various middleware

WebSphere, WebLogic, AppServer

•Mobility

Vertical and Horizontal application examples

•Retail

•In-store customer assistance, workforce scheduling, order ready notification, inventory management

•Hospitality

•Facilities management

- Employee hoteling with departmental charge back

•Systems management

- Time critical alerting and resolution workflows w/ Tivoli, BMC, CA, NetIQ, OpenView

Empowering SFDC Users with Presence

Salesman is talking to the customer from his SFDC Accounts page

Salesman gets the different status of

consultants available at that hour

Salesman now proceeds to organize a conference with the

client, himself and the consultant by clicking on a toast in the SFDC

account page.

He wants to know if any consultants are available

and if so than in what mode (Presence

Information)

Customer Case Studies - Lehman/QuickDial

Business Problem: Takes too much time for expensive analysts to conduct routine client communications.

Here the analyst is dialing out and finding the different states of the called in party phone himself. He is leaving voice mail messages himself.

Customer Case Studies - Lehman/QuickDial

Business Problem: The financial analyst is now directing an predictive dialing platform to dial out from a list compiled on the basis of a business parameter.

The system identifies the status of the dialing party and accordingly takes an action.

The system connects the call back to the financial advisor only when there is a human voice at other end.

Customer Case Studies - Lehman/QuickDial

•Business Problem:

•Takes too much time for expensive analysts to conduct routine client communications.

•Business value:

•$300,000 per year time and cost savings

Customer Case Studies – BearingPoint/Hoteling

•Business Problem: Unnecessary office space and lease expenses due to inflated usage records.

Customer Case Studies – BearingPoint/Hoteling

Customer Case Studies – BearingPoint/Hoteling

•Business Problem: Unnecessary office space and lease expenses due to inflated usage records.

•Business Value:

•$1.5M per year cost savings on real estate lease costs for east coast offices

•More reachable & responsive consultants

•Reduced consultant cell phone expenses

Retail

TRANSACTION

INTERACTION

Club for frequent customers to stay in touch

Send text/voice message depending on their visits

Initiate action through the same message for orders

Send message to the customer when the order is ready

Automatically debit the account of the customer and place the

slip.

Contact Center

•Customer calls up to the call center

•The UC system queries the CRM first and call is routed to the appropriate agent, and on repeat calls to thee same agent

•Agent is shown valuable information on their screen along with address, credit ratings etc.

•This allows account management as well as reduces the number of transfers of the call for a particular query

Bulk Selling

•Unified Communication is making the ERP-Inventory and SCM investments more agile

•Application located the managers and their status in case items are running out of stock

•Managers get messages containing name of items nearing the ROL

•Application allows them to order for the same from the message itself

•Managers can reduce the minimum amount to be brought till the new stocks arrive or suggest alternate product

Advance Call Control in SFDC

User Receives Call & Customer Screen Pop-up

User Answers Call & Add Comments

SFDC & Google Maps

•In addition to the ‘Call Control Widget’, a Google Map will appear if a pop-up ‘toast’ is accepted

•If ‘toast’ is accepted, CUAE application will lookup which contact is calling from the SalesForce.Com database, and send the address down to the Google Map when a call comes in to the user’s phone

•Locations, Partners, Customers, etc. are also identified on the map. If one click’s the “Location” balloon, a conference will be made with the user, the contact calling in, and the reseller

CISCO partner benefit

•Recommended solutions that impact and transform customer core business processes

•Improve ROI of proposals to prospects

•Differentiate solutions from competitors in terms of cost, quality and capability

•Increase revenue from product sales via add-ons

•Increase revenue from services sales by delivering solutions

Training Plan

Provide and end emerging CISCO Developer Community with the necessary materials and knowledge to effectively utilize the CISCO Unified Application Environment to build, deploy and administer innovative applications that converge voice and data.

General outline of training

•Platform comprehension:

Delve into the architecture and operation of the platform to the extend a developer will be able to understand how to design and build a variety of applications that merge voice, data, and enterprise applications.

•Development:

Familiarize the participant with the CISCO Unified Application Environment interface and common design patterns found in the CISCO unified Application Environment

•Administration:

Receive and overarching view of all major administration concepts and features so that the participant can deploy a new application into any Call Manager environment

Participant Pre-Requisite

•Intermediate level programming experience with an understanding for programming concepts

•Working knowledge of C++, Java or .NET C#

•CISCO Call Manager experience (Optional)

Summary

•Accelerating business process integration:

Application drive solution sales - generating larger revenues

•Web services and SONA:

As part of CISCO's SONA architecture, the CISCO Unified Application Environment plays a key role in enabling the

rapid development, reliable execution and automated management of applications that converge voice, video and enterprise applications and data

•Network is platform:

Platform for customers, integrators, VARs...To deliver profitable value-added solutions that transform core customer business processes.