Cisco Solution Support for Unified Contact Center Enterprise
|
|
- Elizabeth Cunningham
- 8 years ago
- Views:
Transcription
1 Service Definition Cisco Solution Support for Unified Contact Center Enterprise Service Definition September Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 1 of 11
2 Contents Contents... 2 About This Document... 3 Cisco Solution Support for Unified Contact Center Enterprise... 4 Program Participation Requirements and Expectations... 5 Exclusions from Cisco Solution Support for Unified Contact Center Enterprise... 6 Product Coverage... 6 Core Products... 6 Cisco Accountable... 6 Partner Accountable... 7 General Support Flows for Customer Issues... 7 Interaction with the Cisco Solution Support Team... 8 Appendix A: Cisco and Solution Technology Partner Product Coverage Levels Appendix B: Coverage Limitations Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 2 of 11
3 About This Document Read this document to learn about the Cisco Solution Support for Unified Contact Center Enterprise. Aspects of the service described in this document include: Expertise of the Cisco Solution Support engineer Program participation requirements Tiers of coverage Covered Cisco products Covered solution technology partner products 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 3 of 11
4 Cisco Solution Support for Unified Contact Center Enterprise Cisco Solution Support for Unified Contact Center Enterprise helps you resolve Unified Contact Center Enterprise issues faster by adding a solution-level perspective to your device-level service contracts. The service covers the following Cisco software products: Cisco Unified Contact Center Enterprise (UCCE / IPCCE) Cisco Unified Voice Portal (CVP) Cisco Unified Interactive Voice Response (IPIVR) Cisco Unified Intelligent Center (CUIC) Cisco Unified Communications Manager (UCM) as required for UCC Appendix A lists the Cisco and technology partner products that are covered by Unified Contact Center Enterprise Support. Coverage for third-party products is based on a logical connection to the covered Unified Contact Center Enterprise. For example: If a covered Unified Cisco Contact Center is interacting with software that stores information on a technology partner s storage device, that storage device may be covered. If management or orchestration software is used to manage Unified Contact Center Enterprise, or covered storage devices, then that management software may be covered. Virtualization or OS software used on the infrastructure is also eligible for coverage. To see if a particular third-party product is covered by Cisco Solution Support for Unified Contact Center Enterprise, please see Appendix A. Some of the benefits of Cisco Solution Support for Unified Contact Center Enterprise are: Open a case as soon as you discover an issue: This service does not require you to isolate the issue to a product before opening a service request case. Resolve complex issues faster: Increase uptime and performance of your solution as we fast-track issue resolution through deep field experience and established processes when managing solution partners. Focus on your business, not fighting fires: Stay focused on day-to-day business operations and serving customers while we take care of unexpected issues needing immediate attention and resolution. Innovate with confidence: Take the leap to new technologies to accelerate your business. Our expert Cisco engineers are here to augment your IT team. Unified Contact Center Enterprise Support Areas of Expertise Cisco Validated Designs define the primary architectures that we have tested for Unified Contact Center Enterprise infrastructures. These designs are valuable references, and the Cisco Solution Support delivery teams are Cisco 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 4 of 11
5 Validated Design experts. They combine that expertise with service experience to provide fast, accurate problem resolution. The delivery teams areas of expertise include: Extensive UCCE working knowledge Day 2 technical services expertise for all Cisco integrated platforms within the UCCE solution Coverage includes Cisco Unified Communications Manager software as required to support your Contact Center Open System Cisco Solution Support coverage includes Open Database Connectivity (ODBC), Java, COM, and NET interface for CTI applications Distributed Fault Tolerance Assurance that Cisco Solution Support will include support for your critical components and features of UCCE Network Management During normal contact center operations, support for the SNMP including integration with Unified Communications Manager is supported In addition, the Unified Contact Center Enterprise Support delivery teams often have Cisco Validated Designs expertise in related areas. They use that expertise to add even more value to your Contact Center Enterprise infrastructures. Cisco Validated Designs for Unified Contact Center Enterprise are available at: Program Participation Requirements and Expectations The main benefit of Cisco Solution Support is fast, accurate problem isolation and resolution. Historically, this has been a difficult challenge in complex Contact Center Enterprise environments. Cisco Solution Support provides a 1-hour or better response time for Severity 1 and 2 issues and one business-hour response time for Severity 3 and 4 issues. Once we have your case, we will work to resolve it as fast as possible. If your issue is isolated to a particular product, the time to resolution for the issue will depend on the level of service contracted for that device. Cisco Solution Support includes some prerequisites and other conditions: Day 2 support service: Cisco Solution Support is a day-2 support service. There are no features or deliverables associated with planning and building a contact center. Instead, we assume that your Contact Center Enterprise is up and running, with major functions operable. If you need help planning or building your contact center, please contact an authorized Cisco services representative. Single Contact Center Enterprise management: The infrastructure covered by a single instance of Cisco Solution Support must be configured and managed as a single contact center. The covered system may be geographically diverse, but the Contact Center Enterprise must be deployed and managed as a single configuration. Product support contracts: Product support is required for all components in your Unified Contact Center Enterprise solution. For Cisco components in the covered solution, Cisco Solution Support is inclusive of Cisco product support. Solution technology partner components in the covered solution must be covered by 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 5 of 11
6 their product support with a service equivalent to Cisco Smart Net Total Care Service, or Cisco Software Support Services (Cisco Software Application Support, Software Application Support with Upgrades, or Software Support Service). Solution technology partner product support contracts are necessary to facilitate issue resolution as the Cisco Solution Support engineer coordinates with product experts within solution technology partner support teams. Traditional warranty services such as Cisco Warranty, Cisco Warranty Plus, Cisco Smart Net Total Care for UCS Hardware Only, any similar services from solution technology partners, or community support programs are not acceptable levels of product support from Cisco or solution technology partners under Cisco Solution Support. Direct support: The underlying support for your covered infrastructure must be covered by Cisco Brand Services or directly with the technology partner for each covered product. Support through third parties or resellers does not qualify. For example, if you have a Nuance product, the support contract for that product must be directly with Nuance. This is crucial to our ability to escalate problems properly for you. Exclusions from Cisco Solution Support for Unified Contact Center Enterprise UCCX integration into UCCE designs Cisco compatible partners have limited Cisco U coverage Product Coverage Product coverage is provided in three tiers for the devices in your Unified Contact Center Enterprise solution. Cisco products are in a tier called Core products. Products from solution technology partners are covered in two categories described in this section. Coverage is based on our relationship with the solution technology partner, as well as our level of knowledge, lab presence, and other factors specific to the supplier and product. Solution technology partner products are covered at either the Cisco Accountable or the Partner Accountable level. Note: Coverage is product specific rather than supplier specific. Cisco may have a strong working relationship with a solution technology partner and be able to cover some products at the highest level, while coverage for other products may be at a lower level. Product-specific coverage is listed in Appendix A, Cisco and Solution Technology Partner Product Coverage Levels. Core Products Cisco Unified Contact Center Enterprise products are considered core and get the highest level of coverage. Core products can be manufactured by Cisco or a Cisco original equipment manufacturer (OEM). The products are considered to be core if they are covered by a Cisco product support contract. We are both accountable and responsible for providing support for these products according to the support contract for that product. Cisco Accountable Cisco has a working relationship in both engineering and support with solution technology partners referenced in Cisco Solution Support for Unified Contact Center Enterprise, and we have a representative presence of their 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 6 of 11
7 products in Cisco support labs. These solution technology partners and Cisco often have a direct support relationship. The Cisco Technical Assistance Center (TAC) has access to product-specific training and has normally had significant coverage experience with Cisco Accountable products. Cisco is accountable for issue resolution (based on the product support you are entitled to) for these products. The solution technology partner s product support team is responsible for product issue resolution based on your support contract for that product. Partner Accountable Partner Accountable products may be listed for solution applicability in the Cisco Marketplace, as well as in specific Cisco Validated Designs or reference architectures. They may also be products that we have found customers using in their contact centers that are not listed in a Cisco Validated Design or reference architecture. Partner Accountable products are often tested and certified by the solution technology partner, rather than by Cisco. We might not have the products in our development or support labs. Cisco may not have a direct relationship with the supplier through either engineering or support. We understand some customers have these products in their contact centers, and there may be situations where we recommended the use of these products to fit a specific need. Even though we are not accountable for issue resolution for these products, we take first calls on issues involving these products and work with you and the solution technology partner through your entitlement to support from them. The solution technology partner s product support team (based on the product support you are entitled to) is accountable and responsible for issue resolution involving these products. For more details about solution and product coverage, see Appendixes A, Cisco and Solution Technology Partner Product Coverage Levels, and Appendix B, Coverage Limitations. General Support Flows for Customer Issues This section describes how issues flow when Cisco Solution Support covers your Unified Contact Center Enterprise solution. We have a typical flow (Figure 1), with some exceptions. Figure 1 Cisco Solution Support Typical Support Work Flow Customer Channel Partner Entitlement based on Cisco Solution Support contract; contact via cisco.com or toll free number Transfers cases to Cisco for delivery via toll free number Cisco Solution Support delivered by Cisco Customer may contact solution technology partners directly for product support based on their support relationship with them. This is an independent action from requesting Cisco Solution Support. Cisco Coordinates Work Flow Product Support from Cisco Technical Assistance Center Product Support from Solution Technology Partners 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 7 of 11
8 You can access the Cisco Solution Support team by opening a case through the Cisco TAC online case tool or by calling the Cisco 800 number to talk to a representative. You can open a case against a Cisco product that is both entitled to Cisco Solution Support and involved in the issue. To help us route the case to the correct Cisco Solution Support engineer, inform us that you require support for a contact center Contact Center Enterprise issue by using the pulldown menu in the Cisco TAC online case tool. To open a Cisco Solution Support case on a technology partner product, please open the case on a Cisco product that is directly interacting with the technology partner product. At any time and for any reason, you can directly contact a solution technology partner within your covered Cisco Unified Contact Center Enterprise solution to open a case on their product. If it is then determined that Cisco Solution Support is a better way to address your issue, open a Cisco Solution Support case with us on the Cisco product that interacts with the solution technology partner product, and we will step in to begin coordinating your issue. Interaction with the Cisco Solution Support Team Cisco Solution Support Call Flow Normally, you call us and open a case using your Cisco Solution Support for Unified Contact Center Enterprise contract (Figure 2). We work with you or with you and your Cisco brand service resale partner. We resolve any issues that can be resolved based on Unified Contact Center Enterprise configuration best practices: Cisco Validated Designs or reference architectures, or other expertise, experience, and/or internal information. If the Cisco Solution Support engineer cannot resolve the issue, we triage and isolate the issue to a product or products. After the issue is isolated, the Cisco Solution Support team works with you to open a secondary case, using your entitlement to product support from either Cisco or the appropriate solution technology partner. After the secondary case is open, we work with the relevant product support team to provide solution-level information and guidance to work toward issue resolution. For Core and Cisco Accountable products, the Cisco case remains open, and the Cisco Solution Support engineer remains engaged and accountable for the issue through resolution or mitigation. The case is closed only when you approve closure. For Partner Accountable products, the solution technology partner is accountable for product issue resolution for their products. The Cisco Solution Support engineer is available to consult with the solution technology partner about the contact center Contact Center Enterprise and to explain why its investigation led to a request to open a case with the solution technology partner. If the solution technology partner is a member of the Cisco DevNet program and cannot determine a root cause of the problem, the partner can open a service request with their Cisco Developer Support Service for help in isolating and resolving your problem. The Cisco Solution Support engineer works to assist the technology partner in issue resolution, but the solution technology partner is both accountable and responsible for issue resolution after they are engaged Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 8 of 11
9 Figure 2 Support Call Flow Alternate Support Flow The alternate support flow applies when you open a product support case with a solution technology partner first, determine that the issue is more complex than you had originally thought, and require Cisco Solution Support. You can open a Cisco Solution for Unified Contact Center Enterprise support case after the solution technology partner product case, or cases, have been opened. In this situation, when you open a Cisco Solution Support for Unified Contact Center Enterprise case, notify the Cisco TAC team assigned to the case that assistance is requested for a previously opened solution technology partner support case or cases. The Cisco Solution Support engineer will work with you to become familiar with the issue and lead in issue resolution from that point forward Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 9 of 11
10 Appendix A: Cisco and Solution Technology Partner Product Coverage Levels Table 1 shows coverage of products covered by Cisco Solution Support for Unified Contact Center Enterprise. Use the following definitions to interpret the table: Core: Cisco products covered by the offer with Cisco Accountable and responsible for product issue resolution. A: Solution partner products covered by the offer with Cisco Accountable and Partner Responsible for product issue resolution. P: Solution partner products covered by the offer with Partner Accountable and responsible for product issue resolution. Table 1 Cisco and Solution Technology Partner Products and Related Support Level Company Product or Product Family Coverage Product Area Comment ALI OnQ Campaign Management P Software Bucher+Suter IPCCE A CRM Connectors /partnerorderformsol.php Calabrio Cisco Search and Play / QM / for MediaSense Cisco Unified Contact Center Enterprise (UCCE) P Software nagement+user+guides#v8_9 Core Manage and Secure Cisco Cisco Interactive Voice Response (IPIVR) Core Manage and Secure Cisco Customer Voice Portal (CVP) Core Manage and Secure Cisco Interaction Manager Core Cisco Web Interaction Manager Core Cisco Finese Core Desktop Agent Cisco ICM Enterprise Core Cisco SocialMiner Core Cisco Unified Call Studio Core Manage and Secure Cisco Unified Call Director Core Manage and Secure Cisco Unified Intelligent Center Core Egain IPCCE A Multi-channel management software Exony IPCCE A Reporting and analytics software See Appendix C Nice MediaSense A Recording / streaming Nice ipcce A Interaction manager software Nice.ciscoopportunities_Americas@nice.com Nuance CVP A Recognizer / vocalizer 2014 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 10 of 11
11 Note: Cisco compatible products for Cisco Unified Contact Center Enterprise can be found at Cisco Market Place here. Any compatible partner product integrated into your Cisco Unified Contact Center Environment will be supported, but you must have proper software support contracts with that vendor. Appendix B: Coverage Limitations This document defines Cisco Solution Support for Unified Contact Center Enterprise. In general, the products covered by this service are outlined in this document. However, there are some cases where a product may be involved in a separate solution or specific product capabilities implemented by the customer is not covered by Cisco Solution Support for Unified Contact Center Enterprise. Since the Cisco Unified Contact Center Enterprise software runs on Cisco Unified Computing System (Cisco UCS ) servers, a separate Cisco Solution Support contract for these servers is required for complete solution-level coverage. Base functionality of listed products in Appendix A within the covered infrastructure is covered by Cisco Solution Support for Unified Contact Center Enterprise. However, unless specifically listed, it should not be assumed that all licensed technologies related to listed products are covered by this service. Printed in USA 03/ Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 11 of 11
Cisco Unified Computing Support and Warranty Services
Cisco Unified Computing Cisco Unified Computing Services The Cisco Unified Computing System provides the foundation for a broad spectrum of virtualization initiatives that can reduce equipment and operating
More informationDUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP
DUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP Eğitim Tipi ve Süresi: 5 Days VILT DUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP In this course, you
More informationFor Sales Kathy Hall 402-963-4466 khall@it4e.com
IT4E Schedule 13939 Gold Circle Omaha NE 68144 402-431-5432 Course Number Course Name Course Description For Sales Chris Reynolds 402-963-4465 creynolds@it4e.com www.it4e.com DUCC-CVP v8.0sk For Sales
More informationDeploying Unified Contact Center Enterprise DUCCE v10.0; 5 Days, Instructor-led
Deploying Unified Contact Center Enterprise DUCCE v10.0; 5 Days, Instructor-led Course Description Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course that helps
More informationAdministering Cisco Unified Contact Center Enterprise, Part 2 AUCCE2 v10.0; 5 Days, Instructor-led
Administering Cisco Unified Contact Center Enterprise, Part 2 AUCCE2 v10.0; 5 Days, Instructor-led Course Description Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) is a 5 day instructor-led
More informationNew Features in Contact Center Express and Enterprise 9.0
New Features in Contact Center Express and Enterprise 9.0 Compiled by and Additional notes by Marty Griffin Unified Contact Center Instructor Contact Center Express: 9.0 Updates External Web Chat Web chat
More informationCisco Unified Communications and Collaboration technology is changing the way we go about the business of the University.
Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able
More information*Applies to eligible hardware and software. Contact your Cisco Certified Partner for details.
Q & A Smart Care Service Q. What is Cisco Smart Care Service? A. Cisco Smart Care Service is a smart, collaborative networkwide service that enables your partner to deliver proactive network monitoring,
More informationEmpowering the Enterprise Through Unified Communications & Managed Services Solutions
Continuant Managed Services Empowering the Enterprise Through Unified Communications & Managed Services Solutions Making the transition from a legacy system to a Unified Communications environment can
More informationSystem Requirements and Server Configuration
Hardware Requirements for C Series, page 1 Open Virtualization Files, page 2 VMware Hosting, page 2 Software, page 2 Side A Server Component Configurations, page 5 Side B Server Component Configurations,
More informationCisco Microsoft SQL Server Migration and Support Services
Cisco Microsoft SQL Server Migration and Support Services Enable Best-in-Class Databases on the Industry s Best-in-Class Server Cisco Data Center reference architectures for Microsoft SQL migration provide
More informationTo participate in the hands-on labs in this class, you need to bring a laptop computer with the following:
Course: Administering Cisco Unified Contact Center Enterprise, Part 2 Duration: 5 Day Hands-On Lab & Lecture Course Price: $ 3,795.00 Learning Credits: 38 Description: Administering Cisco Unified Contact
More informationCUSTOMER GUIDE. Support Services
CUSTOMER GUIDE Support Services Table of Contents Nexenta Support Overview... 4 Support Contract Levels... 4 Support terminology... 5 Support Services Provided... 6 Technical Account Manager (TAM)... 6
More informationCustom Application Support Program Guide Version 3.2.0 March 02, 2015
Custom Application Support Program Guide Version 3.2.0 March 02, 2015 Genesys Custom Application Support Program Guide CASPG100-0215 Genesys Custom Application Support Program Guide Page 2 The information
More informationCisco Network-Level Service
. Service Data Sheet Cisco Network-Level Service Increase operational efficiency and improve risk management through a smart services foundation. Service Overview A Network-Level Approach to Service Network-level
More information2. Regarding the bold #2 on page 4 we have a question regarding what the modification of custom CVP applications entails.
Vendor questions for SOW MNsure Questions due Th 6-13-13 by 4 pm Central Responses to be posted Fr 6-14-13 by 3 pm Central 1. Is MN-IT willing to provide an exception to the requirement that the vendor
More informationCisco ISV1 Services for Novell SUSE Linux Enterprise Server
Cisco ISV1 Services for Novell Data Sheet Cisco ISV1 Services for Novell SUSE Linux Enterprise Server Simplify support for your data center by using Cisco Unified Computing System hardware with Cisco sourced
More informationVCE SUPPORT OVERVIEW. Investment Protection and Welcome Peace of Mind
vce.com VCE SUPPORT OVERVIEW VCE provides the world s most advanced converged infrastructure, offering unmatched simplicity while delivering the extraordinary efficiency and business agility made possible
More informationCisco Unified Communications Remote Management Services
Cisco Unified Communications Remote Management Services What You Will Learn Our remote, high-visibility, co-management approach gives you complete ownership and control of your converged network. Cisco
More informationAccelerate Your Transition to a Unified Computing Architecture
Cisco Unified Cisco Unified Computing Services include the following: Architecture Assessment Service Planning, Design, and Implementation Services Support Services Optimization Services Security Services
More informationCISCO UNIFIED CUSTOMER VOICE PORTAL IMPLEMENTATION (CVPI)
CISCO UNIFIED CUSTOMER VOICE PORTAL IMPLEMENTATION (CVPI) Temario Learn to install, operate, and manage Cisco Unified CVP. In this course, you will learn to operate, administer, manage, and provision Cisco
More informationHow To Protect Your Network From Attack From A Network Security Threat
Cisco Security Services Cisco Security Services help you defend your business from evolving security threats, enhance the efficiency of your internal staff and processes, and increase the return on your
More informationMyOfficePlace Business Critical Services Handbook
MyOfficePlace Business Critical Services Handbook 1. Support overview Mission statement MyOfficePlace LTD. is committed to responding quickly to your inquiries. We will help you ensure that your IT environments
More information+44 (0) 1189 908 0850 partners@voxclever.net www.voxclever.com
ENTERPRISE CLOUD COMMUNICATIONS: AN INTRODUCTORY OVERVIEW +44 (0) 1189 908 0850 partners@voxclever.net www.voxclever.com Table of Contents Why choose us?... 2 How do we help?... 2 Product as a Service...
More informationHammer Performance Assurance for Cisco Unified Contact Center is jointly delivered by Cisco and Empirix.
Service Data Sheet Cisco Unified Contact Center Performance Assurance Testing Service OVERVIEW The Cisco Unified Contact Center solution provides an open, strategic platform that allows you to move your
More informationMitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0
Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Contents MITEL PROFESSIONAL SERVICES DELIVERY METHODOLOGY... 2 CUSTOMER NEEDS... 2 ENGAGING
More informationADMINISTERING UNIFIED CONTACT CENTER ENTERPRISE PART 1
ADMINISTERING UNIFIED CONTACT CENTER ENTERPRISE PART 1 V10 (AUCCE 1) COURSE OVERVIEW: Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE Part 1) is a 5 day instructor-led course developed
More informationCisco Unified Contact Center Express Reporting
Cisco Unified Contact Center Express Reporting UNIFIED CONTACT CENTER EXPRESS REPORTING V4.0 CISCO UNIFIED CONTACT CENTER EXPRESS SOFTWARE V9.0 Join Cisco Press Author and one of the world s most respected
More informationCisco Network Optimization Service
Service Data Sheet Cisco Network Optimization Service Optimize your network for borderless business evolution and innovation using Cisco expertise and leading practices. New Expanded Smart Analytics Offerings
More informationCisco Solution Partner Program
Q: What is Cisco announcing? A: 1. A new program name. 2. New partner program membership tiers, naming conventions, and structure. 3. More partner benefits. Q: What s new? A: The Cisco Developer Network
More informationThe Three Waves of Customer Care
White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care
More informationEnhancing Business Performance Through Innovative Technology Solutions
Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance
More informationDelivering the right contact center solution for your business
Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it
More informationCisco Integrated Video Surveillance Solution: Expand the Capabilities and Value of Physical Security Investments
Cisco Integrated Video Surveillance Solution: Expand the Capabilities and Value of Physical Security Investments What You Will Learn In many enterprises, physical security departments are making a notable
More informationCisco Data Center Optimization Services
Cisco Data Center Optimization Services Evolve your data center solutions to support business growth, deliver nextgeneration services, and maintain competitive advantage with Cisco Data Center Optimization
More informationORACLE ADVANCED INBOUND TELEPHONY
ORACLE ADVANCED INBOUND TELEPHONY KEY FEATURES Oracle Advanced Inbound Telephony is an application that COMPREHENSIVE CTI AND TELEPHONY SUPPORT Support enterprise-wide, multi-site contact centers Support
More informationRemote Management Services Portfolio Overview
Enterprise environments today have various technologies and concerns in their network environment; from telephony, Internet, video, compute, and infrastructure, to regulatory and security management. On
More informationCisco OverDrive Network Hypervisor 4.0
Data Sheet Cisco OverDrive Network Hypervisor 4.0 Cisco OverDrive Network Hypervisor is designed to help enable customers to organize their network resources into a flexible cloud infrastructure that integrates
More informationConstruindo Soluções de Contact Center Inovadoras para os próximos 20 anos
Construindo Soluções de Contact Center Inovadoras para os próximos 20 anos Cilnet Breakout Rui Corrêa d Oliveira Customer Collaboration South Manager @ruribeir Solid Architecture over a decade Advanced
More informationDecision Matrix: selecting a speech analytics vendor
SELECTING A SPEECH ANALYTICS VENDOR 1 Decision Matrix: selecting a speech analytics vendor An excerpt from Ovum s report, OVUM052492 Executive summary In a nutshell This Ovum report explores the dynamics
More informationCisco Unified Computing Remote Management Services
Cisco Unified Computing Remote Management Services Cisco Remote Management Services are an immediate, flexible management solution that can help you realize the full value of the Cisco Unified Computing
More informationCisco Prime Network Analysis Module Software 5.1 for WAAS VB
Cisco Prime Network Analysis Module Software 5.1 for WAAS VB Network administrators need multifaceted visibility into the network and application to help ensure consistent and cost-effective delivery of
More informationCisco Unified Communications System Release 6.1 Enriches Collaboration Through a Unified Workspace
Cisco Unified Communications System Release 6.1 Enriches Collaboration Through a Unified Workspace PB439773 Cisco continues to deliver new products and features that extend unified communications across
More informationHow-to Guide: Top Ways to Improve Contact Center Performance
Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship
More informationCisco Healthcare Intelligent Contact Center
Solution Overview Cisco Healthcare Intelligent Contact Center Cisco Healthcare Intelligent Contact Center provides a centralized approach to a virtualized contact center that can help improve communication
More informationCisco Unified Contact Center Planning and Design Service
Cisco Unified Contact Center Planning and Design Service Create unique customer experiences for your customers by exploring new possibilities and realizing the full potential of your contact center. Services
More informationIP Contact Center: Realize the Full Business Potential of IP Contact Centers
IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on
More informationLITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION
LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION WHAT DO CUSTOMERS WANT FROM CONTACT CENTRES 41 % % % Person who answers the phone handles the whole call 40 To be treated as a valued customer
More informationPULSE SECURE CARE PLUS SERVICES
DATASHEET PULSE SECURE CARE PLUS SERVICES Service Overview In today s dynamic marketplace, organizations are under constant pressure to meet market demand while maintaining or increasing return on investment.
More informationCisco Virtual Office Unified Contact Center Architecture
Guide Cisco Virtual Office Unified Contact Center Architecture Contents Scope of Document... 1 Introduction... 1 Platforms and Images... 2 Deployment Options for Cisco Unified Contact Center with Cisco
More informationHow Cisco IT Reduced Linksys Contact Center Outsourcing
How Cisco IT Reduced Linksys Contact Center Outsourcing Cisco Unified Intelligent Contact Management reduces outsourcing costs by improving contact center management and support. Cisco IT Case Study /
More informationCorporate presentation
CORPORATE SUMMARY 2013 Corporate presentation A mature market In today s market, Information Technology have become mature. Contact Channels have been multiplied and have become more complex. Companies
More informationUse Your Contact Center to Build a Better Customer Experience
SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your
More informationContact Center Scripting and Reporting: Discovery Creates Success
White Paper Contact Center Scripting and Reporting: Discovery Creates Success Introduction Deploying contact center technology is both an art and a science. Over the years we have observed and participated
More informationDescription: Objective: Upon completing this course, the learner will be able to meet these overall objectives:
Course: Deploying Cisco Unified Contact Center Express Software v9.0 Duration: 5 Day Hands-On Lab & Lecture Course Price: $ 3,695.00 Learning Credits: 37 Description: Deploying Cisco Unified Contact Center
More informationCisco Unified Contact Center Enterprise 7.5
Cisco Unified Contact Center Enterprise 7.5 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling easy collaboration every time
More informationProof of Concept service. Professional and Managed Services. Installation services. First Looks
SUPPORT SERVICES Professional and Managed Services Exclusive Networks offers an extensive professional and managed services portfolio, which enables our business partners to successfully expand their product
More informationJuniper Care Plus Services
Juniper Care Plus Services Service Overview In today s dynamic marketplace, organizations are under constant pressure to meet market demand while maintaining or increasing return on investment. IT departments
More informationCisco Cloud Enablement Services for Adopting Clouds
Cisco Cloud for Adopting Clouds Cisco Cloud for Adopting Clouds help you understand which applications you need to migrate; build business justifications for migrating your applications to a public cloud
More informationDigital Marketplace - G-Cloud
Digital Marketplace - G-Cloud CRM Services Core offer 9 services in this area: 1. Dynamics CRM Upgrade Services Utilising this service, Core will undertake an evaluation of your current CRM platform. We
More informationTransition Your Windows Server 2003 Infrastructure to a Modern Cisco and Microsoft Solution
Solution Overview Transition Your Windows Server 2003 Infrastructure to a Modern Cisco and Microsoft Solution Microsoft support for all versions of Windows Server 2003 and Windows Server 2003 R2 ends on
More informationData Virtualization Overview
Data Virtualization Overview Take Big Advantage of Your Data "Using a data virtualization technique is: number one, much quicker time to market; number two, much more cost effective; and three, gives us
More informationImproving contact center productivity and customer satisfaction with a proven portal solution.
Portal solutions for contact centers Executive brief January 2006 Improving contact center productivity and customer satisfaction with a proven portal solution. Page 2 Contents 2 Executive summary 3 Contact
More informationBetter Together with Microsoft Dynamics CRM
Better Together with Microsoft Dynamics CRM Enhance the power and effectiveness of Microsoft Dynamics CRM business software with Microsoft products and technologies that work even better, together. Microsoft
More informationEvaluating Internal and Outsourced Models for Network Monitoring
Evaluating Internal and Outsourced Models for Network Monitoring A By Introduction Managing network availability and performance can be a difficult task for companies with limited IT resources and no real-time
More informationFlexPod Cooperative Support Model
FlexPod Cooperative Support Model Quick Reference Guide NetApp and Cisco share a long history of support collaboration with FlexPod, a data center solution that is unified, pretested, and validated. It
More informationHP Hardware Technical Support
HP Hardware Technical Support HP Technology Services - Contractual Services Technical data HP Hardware Technical Support service provides a remote hardware telephone support service on selected HP and
More informationBusiness Case for Smart Care Software Product Portfolio
Business Case for Smart Care Software Product Portfolio Contents Company Overview... 3 Growing Challenges with Mobile Device Support... 3 Solution... 4 Privacy and Security... 6 Financial Benefits... 7
More informationCisco Smart Business Communications System: A New Way for Small Business to Communicate
Cisco Smart Business Communications System: A New Way for Small Business to Communicate The Cisco Smart Business Communications System (SBCS) is a complete system of voice, data, video, and wireless networking
More informationEND TO END DATA CENTRE SOLUTIONS COMPANY PROFILE
END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE About M 2 TD M2 TD is a wholly black Owned IT Consulting Business. M 2 TD is a provider of data center consulting and managed services. In a rapidly changing
More informationDTK Overview. Zendesk Connector. Abstract DTK Zendesk connector overview and configuration document.
DTK Overview Zendesk Connector Abstract DTK Zendesk connector overview and configuration document. Contents... 0 DTK Overview... 2 DTK Zendesk Connector Configuration... 4 Automatic number identification
More informationOVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS)
OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED With Optus Contact Centre As a Service (CCaaS) CONTENTS ARE YOU READY FOR YOUR CUSTOMERS? 02 THERE S A BETTER WAY 02 HOW CCaaS
More informationORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION
ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION For many insurance carriers, sales through indirect channels form the largest proportion of their business. However, most carriers do not
More informationSIEBEL CONTACT CENTER AND SERVICE APPLICATIONS
SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS Deliver a great customer experience that sets you apart, improves efficiency and drives profitability with Oracle s Siebel Contact Center and Service applications.
More informationGMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION
GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the GMS Network Service. If you require more detailed technical information, please
More informationManaged Services. Business Intelligence Solutions
Managed Services Business Intelligence Solutions Business Intelligence Solutions provides an array of strategic technology services for life science companies and healthcare providers. Our Managed Services
More informationTransforming Communication Experience With Unified Collaboration Architecture Approach. Ahmed Zaghmouri Product Sales Specialist
Transforming Communication Experience With Unified Collaboration Architecture Approach Ahmed Zaghmouri Product Sales Specialist Customer 2.0 Yesterday s solutions aren t enough. Customers want to be taken
More informationAvaya Media Processing Server 500
Avaya Media Processing Server 500 Set new standards for superior customer service Processing Server 500 can be a vital component of your self-service strategy. As a business evolves, increasing demands
More informationEnsuring IP Telephony Performance Through Remote Monitoring
Ensuring IP Telephony Performance Through Remote Monitoring A By Introduction The advantages of IP Telephony are well-known, among them network consolidation, centralized voice administration, longdistance
More informationThe all-in-one Unified Communications solution for SMBs.
OpenScape Business The all-in-one Unified Communications solution for SMBs. Improve your performance and take your business to the next level with Unified Communications. Amplifying opportunities The success
More informationInformation Technology Services
Information Technology Services 2011 Services Guide 77 Accord Park Drive, Suite A10 Norwell, MA 02061 (781) 871-3662 A proactive, preventative approach to IT management. System downtime, viruses, spyware,
More informationHP Global Call Management Service
HP Global Call Management Service HP Services Technical data HP Global Call Management (GCM) Service will provide your enterprise with a single point of contact that will log, route, and manage support
More informationCisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service
Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service Cisco TelePresence Select Operate allows customers to make full use of the benefits of the Cisco TelePresence solution,
More informationCisco SMARTnet Service
Cisco SMARTnet Other Q&A to Contract Other to Contract : Capabilities Operating System Other Bundles Focused Technical Network for Provider to Contract Cisco SMARTnet Q. What is? is an award-winning technical
More informationHow Cisco IT Migrated High-Volume Linksys Contact Center to IP Network
How Cisco IT Migrated High-Volume Linksys Contact Center to IP Network Cisco Unified Contact Center solution receives and routes 40,000 calls per day while providing greater flexibility and availability.
More informationRed Hat ISV Program Guide
Red Hat ISV Program Guide Accelerate Your Success! APJ ISV program Guide 1 of 17 WELCOME TO THE ISV PARTNER PROGRAM RED HAT PARTNER PROGRAM ISV PARTNER TRACK Welcome to the Red Hat Partner Program ISV
More informationCisco Smart Business Communications System: A New Way for Small Business to Communicate
Cisco Smart Business Communications System: A New Way for Small Business to Communicate Cisco Smart Business Communications System (SBCS) is a complete system of voice, data, video, and wireless networking
More informationIT Services. We re the IT in OrganIsaTion. Large Organisations
IT Services. We re the IT in OrganIsaTion Large Organisations IT for Large Organisations. As the world of business technology has changed, so have we. From designing, building and optimising tailored
More informationIntrado Call Handling CPE. Standard Maintenance and Support Services ( MSS Terms )
Intrado Call Handling CPE Standard Maintenance and Support Services ( MSS Terms ) These Maintenance and Support Services terms ( MSS Terms ) describe the current offerings for maintenance and support services
More informationMICROSOFT OPEN PROGRAMS GUIDE. Microsoft Open Programs Guide
Microsoft Open Programs Guide 1 Table of Contents Microsoft Open Programs Overview... 3 Benefits... 3 The Open Program Family... 3 Open Value... 4 Open Value Organization-Wide Option... 4 Open Value Subscription
More informationEvent Services Company Stays Connected with Unified Communications Solution
Microsoft Office System Customer Solution Case Study Event Services Company Stays Connected with Unified Communications Solution Overview Country or Region: United States Industry: Professional services
More informationSAP PartnerEdge Program Guide for Authorized Resellers
SAP PartnerEdge Program Guide for Authorized Resellers Table of Contents 3 SAP PartnerEdge Program: Accelerating Your Growth Gain an Edge on Your Competition 5 Program Requirements: How to Become an Authorized
More informationDer Weg, wie die Verantwortung getragen werden kann!
Managed Security Services Der Weg, wie die Verantwortung getragen werden kann! Christoph Altherr System Engineer Security 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 1 Agenda Enterprise
More informationCisco Unified Workforce Optimization for Cisco Unified Contact Center Express 10.5
Data Sheet Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 10.5 Product Overview For many businesses, the contact center is a strategic connection point with customers. Each
More informationTechnical Support Service Description
Technical Support Service Description www.ipanematech.com Application Performance Guarantee Ipanema Technical Support 01/10/2013 TABLE OF CONTENTS Introduction... 4 A. Technical Support Gold Service overview...
More informationepeople White Paper New Trends in Customer Support: Collaborative Virtual Teams
epeople White Paper New Trends in Customer Support: Collaborative Virtual Teams Executive Summary Every support executive is well aware of the immense challenges of delivering effective and efficient customer
More informationNEC Contact Centres (Genesys)
Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats
More informationTechnical Support User Guide
Technical Support User Guide Lightspeed Systems Technical Support User Guide 1 Table of Contents Welcome... 3 Technical Support Overview... 3 Lightspeed Systems Global Technical Support Program... 3 Hardware
More informationACI ON DEMAND DELIVERS PEACE OF MIND
DELIVERS PEACE OF MIND SERVICE LINE FLYER ACI ON DEMAND ACCESS TO THE LATEST RELEASES OF FEATURE-RICH SOFTWARE AND SYSTEMS, INCLUDING INTEGRATION WITH VALUE- ADDED THIRD PARTIES IMPLEMENTATION CONFIGURED
More information