Cisco - Packet[TM] Magazine: Team of Experts Contributes to Service Providers' Bottom Lines

Packet™ Magazine Archives, Third Quarter 1999
Programs and Initiatives
New Executive Briefing Center Features Service Provider Focus
Team of Experts Contributes to Service Providers' Bottom Lines

Team of Experts Contributes to Service Providers' Bottom Lines
No doubt about it: service providers are getting squeezed between intense competition and the rapid pace of technological change. Rolling out new services is indeed one of the most effective ways to reduce customer churn and win new business -- but expertise is in short supply. And any new service offering has to provide a large enough revenue stream that can yield a solid return on investment.
The Cisco Internet Engineering Services (IES) program matches service providers with specialists who can meet these new service integration challenges. The IES program provides full support to Internet-based service providers, including ISPs and content providers deploying multiple technologies or introducing new services via technology such as voice over IP or virtual private networks (VPNs).
A service provider seeking to offer voice services, for example, may need assistance deploying gateway technology. Or a local exchange carrier might require professional help in rolling out cable offerings. In both cases, the service providers may require professional consultation on how to integrate new services into existing operations management.

"Service providers need to do much more than get their products out quickly. They need to expand and enhance services. And that's what IES program experts aim to provide."

Helping service providers meet these integration challenges requires an in-depth, specific understanding of their business. That's why the IES program offers ongoing consulting, including scheduled onsite visits to help service providers work out issues such as network design, topology, configuration, and problem history. So, service providers don't have to add new personnel to gain industry-leading expertise. The IES program team is an extension of the service provider's staff, providing a source for knowledge transfer and ensuring that the service provider's personnel develop their abilities.
"With the IES program, service providers are buying an incredible amount of expertise," says Michelle Miller, Marketing Program Manager for Service Provider Services Marketing. "Cisco experts serve as mentors for the service provider staff."
Because this program complements other Cisco services, a core maintenance contract must be established for the network that will receive IES program services. This contract includes 24-hour, 7-day-a-week access to Cisco Technical Assistance Center (TAC) facilities for troubleshooting and repair. It also gives customers unlimited access to code in new releases of Cisco IOS® software, making it easier for them to not only roll out new services quickly but to do so in a controlled environment. The combined effect, says Miller, is a comprehensive, integrated support solution that's both proactive and reactive.
The IES program is available outside the USA on a limited basis. Emerging service providers taking advantage of recently deregulated markets around the world can contract with Cisco for a range of services from professional consultation and assistance to technical training on new products.
"Service providers need to do much more than get their products out quickly," adds Miller. "They need to expand and enhance services. And that's what the IES program experts aim to provide."
For more information on the Internet Engineering Services program, contact your Cisco account representative or visit the Service Provider Support page online.
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