Cisco Customer Collaboration
Solutions: A2Q – The “necessary” Evil
Presented by: Nagendra Kumar
Event date: 9th March 2012
Agenda
Why A2Q
The A2Q Model
3 x more fun, A2Q Multi Phase
Wrap-up
A2Q – The Facts
Why A2Q
Holistic risk assessment process
Gives Partner and Cisco an early view into deals being worked
Ensuring partners get the latest design guidance
Ensures orders are correct
Check point on Partner certification and services construct
Provides insight into customer demand and industry trends &
demands for future product development
What A2Q is not
A2Q does not/cannot review everything associated with the project
A detailed design review
A complete deployment review
A detailed scripting or configuration review
A guarantee or confirmation that there will not be any issues in the
field.
A2Q – It’s simple…
really
A2Q Lifecycle
Pre-May 2009 and Today
ATP partner
brought in
as needed
Deal Start
A2Q
Phase 2
(Design)
Plan
Prepare
A2Q Phase 1 (Early)
Product
Hold (NPH)
Released
Deployment
Design
Implement
A2Q Phase 3 (PreDeployment Check)
----------------Exception Process-------------
Operate
The 3 Phases of A2Q
Phase #1 – Early Engagement
Item
Input Required
Discovery Process & Day
2/Customer Operational
Preparedness Check
(ALL CCE & CVP deals)
Completion of new questionnaire. (Cisco Account
Team and/or ATP Partner)
Risky/Complexity
Partner download complexity calculator
Cisco provides risk/complexity calculator output
For high risk/complex deals, further info may be
required.
Phase #2 –Project Detail
Item
Input Required
Design Validation
A2Q on-line form as today. (Cisco Account Team and/or
ATP Partner)
Discovery Process & Day 2/
Customer Operational
Preparedness Check
(ALL CCE & CVP deals)
A2Q on-line form as today. (Cisco Account Team and/or
ATP Partner)
Detailed Solution diagram
Scope Document (SoW)
Bill of Materials
Risk/Complexity Check
A2Q team
Action Items
Include date for Design approval/sign-off and go live
date. (Cisco Account Team and/or ATP Partner)
Phase #3 – Pre-deployment
Item
Input Required
Design Validation
New questionnaire. (Cisco Account Team and/or ATP
Partner)
Discovery Process & Day
2/Customer Operational
Preparedness Check
(ALL CCE & CVP deals)
New questionnaire. (Cisco Account Team and/or ATP
Partner)
Risk/Complexity Check
A2Q team
Action Items
A2Q team lead
Upload agreement. (Cisco Account Team and/or ATP
Partner)
A2Q More Stuff Policy
Items
Conditions
ICME/H &
UCCE/H
If the add-on order is for more than 200 agents
If there has been a change in ATP partner since prior review
If the add-on order is for a new CCE component that was not in the
original design, including:
• Outbound Option
• CUIC
• CCMP
• Mobile Agent
• Remote Silent Monitor
• ACD PGs
• 1,000 or more 3rd part IVR ports
• CRM Connectors
CVP
Additional servers to the CVP deployment
Addition of ASR/TTS
Changes from H.323 to SIP
Change to the redundancy model, call flow, or codec
Alignment of A2Q process with “Sales” & “Service”
lifecycle
Sales Process
Design •Design Review
Mentoring •Best Practices
Session
•UCS B-Series
A2Q
Phase1:
Early
Review
•Pre-Sales
Discovery
•Day 2 Planning
•Risk/Complexity
Assessment
Services Process
Design •Design Review
Mentoring •Best Practices
Session
•UCS B-Series
A2Q:
Phase2:
Design
Review
•Design Review
Design
Mentoring •Best Practices
•UCS B-Series
Session
•Design
Validation
•Services Check
•Risk/Complexity
Assessment
A2Q Phase
3: Predeployme
nt
Design •Design Review
Mentoring
•Best Practices
Session
•UCS B-Series
•Validate
Design Changes
•Day 2 Services