© 2006 cisco systems, inc. all rights reserved.cisco confidentialpresentation_id 1 cisco partner...
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© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1
Cisco Partner Helpline
Essential Presales Support
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2
What is Partner Helpline?
Provide critical presales and on-boarding support worldwideVision
Partner Value
Enhanced pre-sales productivity and efficiency via world-class and localized technical and program support
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3
How is WW Partner Helpline Organized?Localized contact centers in-theatre take advantage of
centralized Cisco resources
Japan
US
Europe
Emerging
WW PHHQ Team
APAC
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4
Where are Partner Helpline Resources Located?
Salt Lake City
65 Agents
English
San Jose, Costa Rica
3 Agents
English, Spanish, Portuguese
Brussels, Belgium
10 Agents
English, French, Italian
German, Spanish
Warsaw, Poland
4 Agents
Czech, Polish
(Apr 1) +2 Agents
Russian
Beijing, China
6 Agents
Mandarin
Singapore
5 Agents
Japanese, Korea, Thai, Cantonese
Bangalore, India
11 Agents
English
Richardson, TX
US In-Source Migration
English
Sydney
4 Agents
English
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5
What Cisco Technologies Does Partner Helpline Support?
All Cisco technologies sold through channel partners
Agents are specifically trained in the following Cisco technologies and solutions:
Core Routing
Core Switching
Security
Unified Communications
Wireless
Other Technologies supported via formal escalation paths:Data Center
Optical
Contact Center
Telepresence
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6
TechnicalPre-Sales:
Partner Helpline
Part number and pricing lookups
Product and Solution ordering and selection
Product Configurations
Partner Programs &
Tools:PRT
Plan, Design, Implementation:
PDI Helpdesk
Technical Assistance
Center
How is Support Positioned Across the Customer Engagement Lifecycle?
Partner Certification & Specialization
Tools such as Partner Self Service, Update Company Data, etc.
Assist partners with review of proposed project plans
Assist upgrade planning, Infrastructure analysis, scalability
Ongoing technical support services for partners and customers worldwide
Pre-Sales Deployment Post-Sales
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 7
How Do Partners Access Partner Helpline?
All partners worldwide can access via the Web:www.cisco.com/go/ph
Hours of operation are 9am to 5pm CET
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 8
Partner Helpline Summary
Initial entry point for all pre-sales and technology support for Cisco partners worldwide
Web-based support in your local language Available anytime, anywhere and accessible to all partners Accelerates partner efficiency, productivity and sales readiness
© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential25-10-06 8
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 9
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 10
Partner Helpline www.cisco/go/ph
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 11
Partner Helpline www.cisco/go/ph
Select your country
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 12
Partner Helpline www.cisco/go/phWeb Case
Select your Language
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 13
Partner Helpline www.cisco/go/phWeb Case
Make your selectionFor your case
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 14
Partner Helpline Submit a case
You will be asked To complete some Registration informationThe first time in the tool
All items with a Red star are mandatoryNOTE: CCO will soonBe mandatory
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 15
Partner Helpline www.cisco/go/ph
This is whereYour case will beLogged and sent
© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 16
Partner Helpline www.cisco/go/phFAQ option
Select the Question and Answer if Would like to search the FAQ database