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Cisco Partner Helpline Essential Presales Support

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Presentation on theme: "Cisco Partner Helpline Essential Presales Support"— Presentation transcript:

1 Cisco Partner Helpline Essential Presales Support

2 What is Partner Helpline?
Provide critical presales and on-boarding support worldwide Vision Enhanced pre-sales productivity and efficiency via world-class and localized technical and program support Partner Value

3 How is WW Partner Helpline Organized?
Localized contact centers in-theatre take advantage of centralized Cisco resources US Europe Emerging WW PH HQ Team APAC Japan

4 Where are Partner Helpline Resources Located?
Brussels, Belgium 10 Agents English, French, Italian German, Spanish Warsaw, Poland 4 Agents Czech, Polish (Apr 1) +2 Agents Russian Salt Lake City 65 Agents English Richardson, TX US In-Source Migration English Beijing, China 6 Agents Mandarin San Jose, Costa Rica 3 Agents English, Spanish, Portuguese Bangalore, India 11 Agents English Singapore 5 Agents Japanese, Korea, Thai, Cantonese Sydney 4 Agents English

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

6 How is Support Positioned Across the Customer Engagement Lifecycle?
Technical Pre-Sales: Partner Helpline Partner Programs & Tools: PRT Plan, Design, Implementation: PDI Helpdesk Technical Assistance Center Part number and pricing lookups Product and Solution ordering and selection Product Configurations 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

7 How Do Partners Access Partner Helpline?
All partners worldwide can access via the Web: Hours of operation are 9am to 5pm CET

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 Confidential 8


10 Partner Helpline

11 Partner Helpline
Select your country

12 Partner Helpline Web Case
Select your Language

13 Partner Helpline Web Case
Make your selection For your case

14 Partner Helpline Submit a case
You will be asked To complete some Registration information The first time in the tool All items with a Red star are mandatory NOTE: CCO will soon Be mandatory

15 Partner Helpline
This is where Your case will be Logged and sent

16 Partner Helpline FAQ option
Select the Question and Answer if Would like to search the FAQ database

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