Streamline Contact Center Processes

Offer customers a full suite of contact management features with a Managed Cisco Unified Contact Center service to deliver a better experience that is proactively monitored and backed by respected SLAs.

Service Description

Program Benefits

Requirements

Resources

With a Managed Cisco Unified Contact Center services, customers receive a full suite of contact management services that can be implemented immediately or incrementally. The service:

Enables customer deployments of less than 10 agents and scaling up to more than 1000 agents, and provides customers with administrative control options for their environment.
Provides multichannel skills-based routing, provides agent and tasks states across all media types and controls call queuing.
Offers network level IP call switching control, network level call routing (ACD) and treatment capability (IVR).
Delivers options for integrated Web collaboration tools, CTI screen pops and other features from Cisco Unified Contact Center solutions.
Includes comprehensive SLAs for service performance and a web portal that provides real time and historical performance analysis.

Help your customers gain competitive advantage as they adopt new technologies with a fixed cost and less risk. A service that achieves the Cisco Powered managed service designation meets or surpasses standards for a premium service experience as defined by Cisco and by industry best practices. The designated services have been validated against Cisco's exacting standards through an objective, independent audit.

Benefit	Description
Eligible for Discount	Products eligible for program discount (upon certification or designation approval)
Eligible for Rebate	Products eligible for program rebate (upon designation approval)
Eligible for Global Procurement	Products eligible for global procurement (upon designation approval) where partners have registered, legal entities.
Eligible for Branding and Additional Marketing Benefits	Approved managed services eligible for branding and additional marketing benefits
Trade-In Credits	Approved managed services can be combined with trade-in credits

All MSCP managed services must include proactive monitoring from your NOC, service availability 24 hours a day, seven days a week, and SLAs with terms of one or more years.

Requirements
Pre-Requisites	Meet all Managed Service requirements in Offer Based Audit Document Minimum of two customer references Service-level agreement (SLA) and published Managed Services Description (MSD) At least one CCVP on staff Provide service coverage (country availability) Meet ATP requirements
Service Design	Explain the key benefits of the Unified Contact Center service and how it can be used to deliver the benefits of the solution as a managed service. Demonstrate Cisco Unified Contact Center capabilities including: Virtual call center Interactive voice response (IVR) Automatic call distributor (ACD) remote agent support intelligent call routing email management Integration with TDM-based Unified Contact Center Intelligent call queuing (universal queuing) Integration of Cisco Unified Customer Voice Portal (CVP) Web 2.0 integration Customer relationship manager (CRM) integration Voice XML support Integrated service security Make hosted options available
Service Level Management Requirements	SLAs and metrics as defined by requirements document Customer portal External and internal reporting

Requirements vary for individual managed services. For a complete list of requirements for this service, and the associated BoM, see Managed Services: Portfolio Requirements Document

Learn more about Cisco Unified Contact Center solutions

Learn about the Cisco Unified Contact Center ATP program

Review the Bill of Materials for this service

Managed Unified Contact Center

Streamline Contact Center Processes