Unified Contact Center Enterprise
The Cisco Unified Contact Center Enterprise (UCCE) ATP program is focused on the high-end enterprise contact center marketplace.
Selected Partners Enabled to Sell Restricted Products
The Authorized Technology Provider (ATP) Program is an invitation-only program. Participation in this program allows partners to provide intelligent call routing, network-to-desktop computer telephony integration, and contact management solutions to enterprise agents over an IP-based network.
To learn more, visit Cisco Unified Contact Center Enterprise Portal
Cisco UCCE/CVP ATP Program Updates (PDF - 369 KB)
Partner Profile
Cisco is looking to collaborate with established partners with experience in the high-end, enterprise contact-center market. A prospective partner should demonstrate expertise in legacy TDM and PBX phone systems, IP-based telephony phone technology (IP Telephony Revised Specialization), and IP-based contact center solutions.
Benefits
Unified Contact Center Enterprise combines the power of open standards with intelligent application development and management software to:
- Provide enhanced call control, platform management, and reporting services
- Deliver a high-performance solution for enterprise-level contact centers
- Offer world class customer service
- Increase customer satisfaction and overall business profitability
Cost of Entry
Total Partner Cost of Entry
| Product | Price | |
|---|---|---|
| 1 | Role Requirement | $17,890 |
| 2 | Lab & Demonstration Cost | $22,000-33,000 |
| 3 | Partner Support | No Cost |
| Total: | $39,890 - 50,890 |
Host:
Account Manager | Systems Engineer | Deployment Engineer | Project Manager
ATP Requirements:
The UCCE ATP program has established four roles. Role sharing is not allowed. The individuals who fill the roles may be existing employees of the ATP Partner. Cisco does not require that the ATP Partner hire additional employees to fill these roles:
- Account Manager (AM)
- Systems Engineer (SE)
- Deployment Engineer/TAC Support (DE/TS)
- Project Manager (PM)
The personnel requirements identified in the following sections are minimum requirements to qualify for the UCCE ATP program. ATP Partners should ensure that they have additional trained personnel as needed to support all customer engagements and their overall market opportunity. In addition to performing the indicated roles, these individuals are the first line of internal support.
Following is a summary of training format, cost, and duration specifically for each role, as well as additional general training requirements. All costs and duration are approximate and may vary by region.
Account Manager
| Prerequisite: | Format | Cost (USD) | Duration |
|---|---|---|---|
| None | |||
| Requirements: | Format | Cost (USD) | Duration |
| Contact Center 101 | ELT | $0 | 4 hours |
| ICM and IPCC AM Sales Introduction | ELT | $0 | 4 hours |
| Total: | $0 | 8 hours |
Systems Engineer (SE)
| Prerequisite: | Format | Cost (USD) | Duration |
|---|---|---|---|
| None | |||
| Requirements: | |||
| UCCE 8.5 Transfer of Information | E-Learning | $0 | 9 hours |
| UCCE 9.0 Transfer of Information | E-Learning | $0 | 8 hours |
| UCCE-Design Exam | Exam | $65 | 2 hours |
| Total | $65 | 19 hrs |
Deployment Engineer
| Prerequisite: | Format | Cost (USD) | Duration |
|---|---|---|---|
| None | |||
| Requirements: | |||
| AS Cisco IPCC Enterprise PPDIOO Workshop 1.0 | ILT | $3,455 | 40 |
| Unified Email Interaction Manager and Web Interaction Manager (UEIME) | ILT | $3,695 | 40 |
| CUIC Reporting (DUIC) | ILT | $3,395 | 24 |
| CVP 8.5 Transfer of Information | E-Learning | $0 | 9 hours |
| CVP 9.0 Transfer of Information | E-Learning | $0 | 8 hours |
| UCCE-Implementation Exam (642-242) | Exam | $65 | 2 hours |
| UCCE-Support Exam (642-243) | Exam | $65 | 2 hours |
| Total: | $10,735 | 125 hours |
Project Manager
| Prerequisite: | Format | Cost (USD) | Duration |
|---|---|---|---|
| None | |||
| Requirements: | |||
| AS Cisco IPCC Enterprise PPDIOO Workshop 1.0 | ILT | $3,455 | 40 hours |
| Administering Cisco Unified Contact Center Enterprise (AUCCE) | ILT | $3,695 | 40 hours |
| Total: | $7,150 | 80 hours |
Satellite:
Account Manager | Systems Engineer
ATP Requirements
The UCCE ATP-Satellite Program has established two roles.
- Account Manager (AM)
- Systems Engineer (SE)
Following is a summary of training format, cost, and duration specifically for each role, as well as additional general training requirements. All costs and duration are approximate and may vary by region.
Account Manager (AM)
| Prerequisite: | Format | Cost (USD) | Duration |
|---|---|---|---|
| None | |||
| Requirements: | Format | Cost (USD) | Duration |
| Contact Center 101 | ELT | $0 | 4 hours |
| ICM and IPCC AM Sales Introduction | ELT | $0 | 4 hours |
| Total: | $0 | 8 hours |
Systems Engineer (SE)
| Prerequisite: | Format | Cost (USD) | Duration |
|---|---|---|---|
| None | |||
| Requirements: | |||
| CVP 8.5 Transfer of Information | E-Learning | $0 | 9 hours |
| CVP 9.0 Transfer of Information | E-Learning | $0 | 8 hours |
| UCCE-Design Exam | Exam | $65 | 2 hours |
| Total | $65 | 19 hours |
Host:
Requirements
The lab equipment is to be used by the UCCE ATP partner solely for support, training, customer proof-of-concept, and other similar internal activities. Partners may purchase or lease this equipment direct from Cisco at the partner’s discount set forth in the partner’s direct or indirect Reseller Agreement with Cisco or at other pricing as may be offered by Cisco from time to time.
UCCE ATP Partner Lab Equipment BOM
| Part Number | Quantity | Serial/Registration Number(s) | |
|---|---|---|---|
| Software - Method 1 | |||
| IPCC Enterprise | IPCE-NPSENT-DART= | 1 | |
| IP-IVR | IPIVR-90-DART-NFR= | 1 | |
| EIM/WIM | IPCE-MC-NFR-DART | 1 | |
| CUIC | CCEH-CUIC-NFR | 1 | |
| Software - Method 2 | |||
| Cisco Unified Communications System Release 9.0 NFR | UC9.0-K9-NFR Available only on Cisco Marketplace: see lab guide for details. | 1 | |
| IP-IVR | IVR-90-NFR= | 1 | |
| EIM/WIM | IPCE-MC-NFR-DART | 1 | |
| CUIC | CCEH-CUIC-NFR | 1 | |
| Hardware Option 1 - MCS Deployment | |||
| IPCC NFR software requires: 7845 MCS (CCBU) Server |
MCS-7845 | 1 | |
| IP-IVR NFR software requires: 7825 MCS (CCBU) Server |
MCS-7825 | 1 | |
| EIM/WIM NFR software requires: 7835 MCS (CCBU) Server |
MCS-7835 | 1 | |
| Optional - EIM/WIM Media Blender | MCS-7825 | 1 | |
| CUIC NFR software requires: 7845 MCS (CCBU) Server |
MCS-7845 | 1 | |
| Hardware Option 2 - UCS C-Series Deployment | |||
| IPCC NFR, IP-IVR, EIM/WIM, CUIC NFR software requires: | UCS C-Series | 23 vCPU | |
| Optional EIM/WIM Media Blender | UCS C-Series | 2 vCPU | |
| Hardware Option 3 - UCS B-Series Deployment **Available for Data Center ATP Partners Only** | |||
| IPCC NFR, IP-IVR, CUIC EIM/WIM NFR software requires: | UCS B-Series | 23 vCPU | |
| Optional EIM/WIM Media Blender | UCS B-Series | 2 vCPU | |
Satellite:
Lab not required for CVP-Satellite partners.
Host
Partner Support Services
The Contact Center Assessment to Quality (A2Q) process is a design review and deployment assessment initiative that identifies and solves solution issues before a deal gets booked.
Satellite:
The Contact Center Assessment to Quality (A2Q) process is a design review and deployment assessment initiative that identifies and solves solution issues before a deal gets booked
NOTE: For the most up to date information please go to the Cisco A2Q web site.
Host
The UCCE ATP program governs the accessibility of the following Cisco UCCE products. These products are available only to qualified ATP Partners. These products are referred to collectively in this document as the Cisco UCCE products.
New partners can prospect leads and develop quotes for Cisco UCCE products and solutions during the qualification period. However, they cannot purchase these products and begin deployments until they have successfully met the defined requirements for this ATP program.
The products associated with the UCCE ATP Program are as follows:
| Product Family | Product Description |
|---|---|
| IPCCE | Cisco Unified Contact Center Enterprise (IPCCE) |
| ICM | Cisco Unified ICM Enterprise (ICM) |
| UCSS-UCCE | Unified Communications Software Subscription (Enterprise) |
| UCSS-ICM | Unified Communications Software Subscription (Intelligent Contact Management Enterprise) |
For a complete list of Cisco products under this ATP designation, please refer to the:
Satellite:
UCCE Host and Satellite locations have access to the same product families.