At-a-Glance
Grow Your Business and Consolidate
Your Support Cisco Solution Support
for Unified Contact Center Enterprise
Your contact center business is dynamic, and integrating third-party
software into your business–critical environments can be disruptive.
Multiple software vendors including Cisco work in harmony to ensure
your Cisco Contact Center Enterprise solution delivers benefits to your
business.
However, as the number of vendors in your Cisco Contact Center
Enterprise solution increases, that harmony may be challenged when
issues arise. No single vendor can solve complex issues that arise in an
ecosystem. Knowing which vendor to call first can be a guessing game.
Why Use Cisco Solution Support?
• Resolve complex solutionlevel issues more quickly:
Experience increased reliability and
performance of your solution as we
fast track issue resolution through
deep architecture experience and
established processes for managing
solution partners.
• Focus on your business, not
managing complex issues:
Manage your daily business
operations and serving your own
customers, while we take care
of unexpected issues that need
immediate attention and resolution.
• Innovate with confidence: Take
the leap to new technologies to
accelerate your business. Our
expert Cisco engineers are here
to assist and support your IT team
without the limitations of product
support alone, especially when it
relates to solutions based on new
and complex technologies.
Customers are telling us they need a new support model that focuses
not on individual products, but on the solution as a whole. A service that
is as easy to order as product support. One that provides a preliminary
point of contact, making it simple to open a case and get their issue
resolved. Cisco® addresses these topics by eliminating guesswork,
managing complexities, and speeding issue resolution with Cisco
Solution Support.
Centralized Support for Your Multivendor Environments
We can help you get the most out of your technology investment by
increasing solution reliability and performance with Cisco Solution
Support. This service provides Cisco Contact Center expert engineers
with expertise and accountability for centralized issue management and
resolution among Cisco and technology partner products within your
solution. (Figure 1).
Primary
Point of
Contact
Solution
Focused
Expertise
Cisco
Solution
Support
Coordinates
Between Key
Vendors
Manages
Case to
Resolution
Figure 1. Cisco Solution Support Features
© 2015 Cisco and/or its affiliates. All rights reserved.
At-a-Glance
• A primary Cisco contact who
initiates issue resolution, eliminating
the need for self-diagnosis of
complex issues.
• Technology vendor coordination
by Cisco, eliminating your need to
broker support conversations.
• End-to-end case management by
Cisco providing continuity of service
from first call to resolution.
Resolve Complex Issues More Quickly
Product support is ideal when an individual component needs attention.
However, in multivendor environments, issues are often more complex.
You need to be able to isolate and resolve issues without creating
additional problems.
Cisco Solution Support is proven to resolve complex issues more quickly
in multivendor environments (Figure 2). In a Cisco study of 10,000
complex support cases, Cisco Solution Support resolved cases 41
percent more quickly than using product support alone. This helped
customers resume normal business operations nine days sooner.
Average Days to Resolve Complex Issues
25
• Deep Cisco experience across
technologies, often resulting in
immediate issue resolution.
20
• Cisco interoperability expertise that
holistically fixes problems without
creating new ones.
10
15
Adopt new technologies with
confidence. Free up your IT team
and leave complex issue management
and resolution to us. We have you
covered with Cisco Solution Support.
Normal
business
resumes
9 days
sooner
13
days
5
• One service combining Cisco Smart
Net Total Care or Cisco software
services and solution-level support
for comprehensive care.
• Easy expansion to additional
covered Cisco solutions: purchase
once for each Cisco product in one
solution, and those products remain
covered when deployed in future
covered solutions.
22
days
0
Source: 2015 Cisco internal study.
How You Benefit from Cisco
Solution Support
Cisco
Cisco
Product Support Solution Support
Figure 2. Cisco Solution Support Resolves Complex Issues Quickly
How It Works
Cisco Solution Support combines Cisco product support — Cisco
Smart Net Total Care Service or software services — with solution-level
support into one service. Simply purchase Solution Support for each
Cisco hardware or software product in the covered solution. By taking
a solution-level approach, Cisco is responsible for coordinating product
support teams to resolve any issue, no matter where it resides.
* Product support from solution technology partners within the covered Cisco solution is required.
Contact these vendors for details and requirements.
Next Steps
• Find more details on Cisco Solution Support at cisco.com.
• Review the Cisco Solution Support for Contact Center Enterprise
service definition for more information about technical details and
product coverage.
• Contact your local Cisco sales representative with any questions.
• If you have purchased Cisco Smart Net Total Care or Cisco software
services for your Cisco Contact Enterprise solution from Cisco,
consider upgrading to Cisco Solution Support.
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco and the Cisco logo are trademarks or registered trademarks of
Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/
go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner
does not imply a partnership relationship between Cisco and any other company. (1110R)
09/15