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© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Presentation_I D 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

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Page 1: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1

Cisco Partner Helpline

Essential Presales Support

Page 2: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2

What is Partner Helpline?

Provide critical presales and on-boarding support worldwideVision

Partner Value

Enhanced pre-sales productivity and efficiency via world-class and localized technical and program support

Page 3: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3

How is WW Partner Helpline Organized?Localized contact centers in-theatre take advantage of

centralized Cisco resources

Japan

US

Europe

Emerging

WW PHHQ Team

APAC

Page 4: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4

Where are Partner Helpline Resources Located?

Salt Lake City

65 Agents

English

San Jose, Costa Rica

3 Agents

English, Spanish, Portuguese

Brussels, Belgium

10 Agents

English, French, Italian

German, Spanish

Warsaw, Poland

4 Agents

Czech, Polish

(Apr 1) +2 Agents

Russian

Beijing, China

6 Agents

Mandarin

Singapore

5 Agents

Japanese, Korea, Thai, Cantonese

Bangalore, India

11 Agents

English

Richardson, TX

US In-Source Migration

English

Sydney

4 Agents

English

Page 5: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 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

Page 6: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6

TechnicalPre-Sales:

Partner Helpline

Part number and pricing lookups

Product and Solution ordering and selection

Product Configurations

Partner Programs &

Tools:PRT

Plan, Design, Implementation:

PDI Helpdesk

Technical Assistance

Center

How is Support Positioned Across the Customer Engagement Lifecycle?

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

Page 7: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 7

How Do Partners Access Partner Helpline?

All partners worldwide can access via the Web:www.cisco.com/go/ph

Hours of operation are 9am to 5pm CET

Page 8: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 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 Confidential25-10-06 8

Page 9: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 9

Page 10: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 10

Partner Helpline www.cisco/go/ph

Page 11: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 11

Partner Helpline www.cisco/go/ph

Select your country

Page 12: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 12

Partner Helpline www.cisco/go/phWeb Case

Select your Language

Page 13: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 13

Partner Helpline www.cisco/go/phWeb Case

Make your selectionFor your case

Page 14: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 14

Partner Helpline Submit a case

You will be asked To complete some Registration informationThe first time in the tool

All items with a Red star are mandatoryNOTE: CCO will soonBe mandatory

Page 15: © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Partner Helpline Essential Presales Support

© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 15

Partner Helpline www.cisco/go/ph

This is whereYour case will beLogged and sent

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© 2006 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 16

Partner Helpline www.cisco/go/phFAQ option

Select the Question and Answer if Would like to search the FAQ database