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.
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.
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
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.
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
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
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