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17a-4 now offers DataParser support for Cisco’s Call Center Chats

August 31, 2015

The DataParser is leading middleware for messaging compliance.  This new interface will support the collection and formatting of Cisco’s Call Center Chats.


Millbrook, NY – 17a-4’s DataParser now supports the collection and formatting of Cisco’s Call Center Chats for compliance.  This new module of the DataParser will pull the call center agents chats from the associated database and format them into .eml files and other formats for retention in Microsoft’s Exchange, Microsoft’s O365 or a client’s email archive.

Cisco’s call center chats are part of the Cisco Unified Contact Center Enterprise (UCCE) infrastructure that provides a state-of-the-art contact center solution and are managed by the Cisco Unified Web Interaction Manager (WIM).  UCCE allows for integrated inbound and outbound voice applications with Internet applications, including real-time chat, web collaboration, email messaging, and social media. WIM helps contact center agents respond immediately to customer questions, using website integration with text chat or real-time web collaboration.

The DataParser is a lightweight, middleware product that has a modular design to collect many different types of data streams, messaging platforms and database content.  In addition to Cisco’s Call Center Chats and Jabber, Bloomberg, SharePoint, Reuters Eikon Messenger, Skype for Business and Skype for Business Online (formerly Lync and Lync Online) as well as many other regulated data sources can all be collected and controlled by the DataParser.  This allows for a unified compliance policy and procedure for all regulated data. The DataParser can pull from any number of servers and fully integrates with Active Directory (AD).  AD user groups can be specified for collection and output to multiple locations to conform to institutional compliance policies.

Designed to integrate easily into any existing infrastructure, the DataParser has various delivery options and can run multiple configurations for more complex environments.  Messages can go directly into a client’s Exchange environment, to a file location and/or into an on premise or hosted email archive.  Microsoft continues to expand policy and procedure features with the recent addition of a Compliance Center, controlled through admin portals in Exchange and Office 365.  As well, all the major email archives on the market have the necessary tools for discovery and supervision and are supported by the DataParser, allowing clients to leverage in house resources and keep compliance costs to a minimum.  Creating a normalized repository structure across data types offers optimal policy management and e-discovery procedures that can enable disposition rules and lessen storage concerns.

17a-4’s consulting team strongly recommends that all electronic forms of communication and collaboration are captured, normalized and archived for future compliance, e-Discovery or as a component of a corporation’s knowledge strategy.