Solution Incentive Program
Cisco Solution Incentive Program:
Go-to-Market Template for Cisco Developer
Network Partner Solution
CDN Solution APPROVED for SIP
This template is designed to help channel partners minimize the risk and learning curve associated with
building a solutions practice by linking them directly with a global community of ecosystem partners, the
Cisco Developer Network (CDN).
This go-to-market template outlines the required information to enable Cisco to assess whether your
business solution meets the requirements of the Cisco® Solution Incentive Program (SIP).
Instructions to Cisco Developer Network Partner
Note – CDN Partner, please complete the sections highlighted in grey starting on page 2.
Pre-requisite for submitting your CDN solution for SIP approval:

CDN solution (Name and specific release/version number if applicable) must have passed IVT and
you are eligible to use the Compatible logo

CDN solution must be published on the CDN Marketplace with your Compatible logo
Once your section is complete, please submit it to cdn-sip@cisco.com.
Once submitted, the review process takes approximately 14 days. The SIP team will notify all CDN partner
applicants of the outcome once the review has been completed. If approved, the SIP team will apply a “SIP
Approved” label on your CDN Marketplace solution page under the Compatible logo and post this document
for reseller access.
Please make sure your CDN solution “storefront” on the CDN Marketplace site is complete and provides the
type of detail that will inform the Cisco partner resellers of your solution value proposition, support model
and other compelling data that promotes your offering such as product demonstrations and customer
testimonials.
Instructions to Cisco Reseller Partner
Note – Cisco Reseller Partner, please complete the remainder of the template highlighted in green
Once your section is complete, enroll in SIP through the Partner Program Enrollment (PPE).
Once your solution enrollment has been approved, you must register each individual opportunity, using the
Cisco Commerce Workspace Tool. Once the registration has been approved, the deal protection and special
pricing can be applied.
For more information about SIP, go to http://www.cisco.com/go/sip.
© 2012 Cisco and/or its affiliates. All rights reserved. This completed document is Cisco Confidential. For CDN and Channel Partner use only.
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CDN Partner Primary Contact Information:
CDN Partner Company Name: Uptivity
Contact Name, Title: Elliott Berman, Director, Uptivity Partner Alliances
E-mail address, Telephone: eberman@uptivity.com, 614-737-7453 (office), 312-399-1020 (mobile)
I. Executive Summary (Please be sure to complete this section)
Summarize the potential business opportunity for your business solution. Describe the business problem
that customers need to solve and how your combined solution with Cisco technology will create a compelling
sale. Summarize the opportunity, market, differentiation, solutions, and strategy.
Uptivity, a privately-held company with 140 employees, based in Columbus, Ohio, develops and markets cc:
Discover, an integrated contact center workforce optimization (WFO) suite. Contact center workforce
optimization is a $1.6B global market. Uptivity has over 1,075 cc: Discover installations in 38 countries and
is growing 47% annually. Ninety percent of Uptivity’s clients are in the USA and Canada. Uptivity’s “sweet
spot” is organizations with one or more contact centers with 150-1,500 seats that need to integrate
distributed architectures and disparate application systems. Large clients have licensed from 4,000 up to
7,900 seats at multiple sites. Uptivity offers cc: Discover as a premise-based, hosted or managed service
solution. Target industries are business process outsourcers (BPOs), healthcare, insurance, and education.
Currently, about 50% of sales revenue comes through channel partners. Partnering with Cisco, Uptivity
believes, is the best and quickest way to increase its channel revenue to 80%.
cc: Discover helps organizations address the challenges of handling large volumes of customer contacts
efficiently and effectively while minimizing the cost and maximizing return on investment by increasing
customer satisfaction with their products and services through deploying best practices and capturing fresh
intelligence that minimizes market risk. Typically, ROI is achieved in 4-6 months.
cc: Discover includes voice and screen recording and multi-channel quality assurance (QA) capabilities for
inbound, outbound and blended calls, email and chat. Coaching capabilities are included in the QA
environment. Optional WFO suite modules include workforce management, surveying, speech analytics,
desktop analytics and performance management. In 2011 Uptivity introduced cc: Fusion, a desktop analytics
module that integrates its WFO suite with third-party applications on employee workstations. Relevant data
entered into applications can be automatically extracted and stored with recordings in cc: Discover and
made available throughout the suite. In 2012 Uptivity released cc: Clarity, an internally-developed workforce
management application that includes forecasting, scheduling, reporting, administration, intra-day
management, real-time adherence, agent self-service, time-off management, strategic planning and
performance management. In 2013 Uptivity released Insight, a performance management platform that
draws on enterprise big data metrics as a cloud-based optional module.
Cisco resellers will benefit from a relationship with Uptivity because cc: Discover is a proven, enterpriseclass WFO suite that is in demand and successful because of its components are tightly integrated in a
unified user interface that is proven to be intuitively easy to learn and use. With the standard suite, Uptivity
provides a robust API for client IT staff to easily achieve enterprise applications integration. Uptivity is also
differentiated by being extremely customer-focused, striving always to be as flexible and response as
© 2012 Cisco and/or its affiliates. All rights reserved. This completed document is Cisco Confidential. For CDN and Channel Partner use only.
Page 2 of 12
possible in meeting clients’ changing needs. Uptivity’s dedication to maintaining highest customer
satisfaction has helped it win repeatedly over its larger and incumbent competitors.
II. CDN Solution Content
Provide the solution details requested below, including a detailed description of the solution, the unique
value to the end customer, and the end-customer business problem addressed.
A. Solution Details
1.
Name of CDN solution (Name and specific release/version number) Uptivity Discover Suite
2.
Interoperability Verification Testing (IVT) completion date 09/30/2012
3.
Cisco product name and release/version number used in IVT Cisco Unified Communications Manager
(8.6), Cisco Unified Contact Center Enterprise (UCCE) (8.5), Cisco Unified Contact Center Express
(UCCX) (8.5), MediaSense (8.5(4))
4.
CDN solution website: https://marketplace.cisco.com/catalog/products/1740
5.
Is the CDN solution proprietary? Yes
6.
Describe the function of the CDN solution, why it is business-relevant, and how it helps create a solution
that solves a business problem (rather than a technical problem) cc: Discover enables businesses to
optimize their handling of customer telephone interactions in compliance with government regulations
by providing application system modules for call recording, agent screen capture, interaction quality and
agent performance and workforce management, agent evaluation, coaching and training, desktop,
speech and text analytics, customer satisfaction IVR surveys, real-time widget-based dashboard and
toolbar reporting, multi-channel agent communication via social media and mobile devices (e.g., smart
phones and PC tablets). Professional service packages offered include competitor upgrade (transfer of
client customer records from legacy systems), quality assurance program design and assessment,
managed speech analytics, and third-party quality assurance. cc: Discover helps organizations address
the challenges of handling large volumes of customer telephone contacts efficiently and effectively while
minimizing the cost and maximizing return on investment by increasing customer satisfaction with their
products and services through deploying best practices and capturing fresh intelligence that minimizes
market risk.
B. Business Solution Sales Engagement Model
1.
Describe your CDN solution sales engagement model. Uptivity’s client relationship management team
engages with the network provider and client through a coordinated sequence of handling pre- and
post-sale activities that ensure a successful relationship with provider and client. A dedicated sales
representative, installation/implementation project manager, and ongoing account manager are
assigned at each stage of Uptivity’s relationship with the partner and client. Priority attention is
maintained to ensure communication between all parties is satisfactory and effective.
2.
Describe your current installed base, including the number of end customers using this solution,
industry coverage, and examples of end customers, etc Uptivity has over 1,070 cc: Discover
installations in 38 countries and is growing 47% annually. Ninety percent of Uptivity’s clients are in the
USA and Canada. Uptivity’s “sweet spot” is organizations with one or more contact centers with 1501,500 seats that need to integrate distributed architectures and disparate application systems. Large
© 2012 Cisco and/or its affiliates. All rights reserved. This completed document is Cisco Confidential. For CDN and Channel Partner use only.
Page 3 of 12
clients have licensed from 4,000 up to 7,900 seats at multiple sites. Some customers include Target
industries include business process outsourcers (BPOs), consumer products and services, education,
financial services (collections agencies, credit unions, Insurance companies) and healthcare.
3.
Are any competitive Cisco technologies included in your solution? No
4.
Describe your company’s support model for this solution. Specifically, the planning, design,
implementation, and support services needed: Uptivity’s product and services lifecycle methodology
follows the generally accepted best practices for software development and professional consulting and
training services delivery. Uptivity’s product development team practices the “agile” software
development method. Uptivity provides planning, design, implementation, and operation support
services following standard procedures developed and evolved since cc: Discover suite’s initial release.
cc: Discover Version 5.2 is being released in Q3, 2013. A full implementation lifecycle includes
planning and procurement, delivery and installation and optimization and training.
Typically, delivery and installation occurs in one calendar week. During the installation week, a
dedicated installation technician either travels to the job site or connects to the client's network from
Uptivity's headquarters. Application software is loaded and installed. The technician uses information
previously collected to configure the applications according to the requirements and purchase terms.
Progress of the implementation is tracked in MS Project or Excel and in the internal customer data
repository. Completion is recognized by the client's signature on the acceptance form. After installation
and configuration, the technician works with the client to test and make any changes needed.
Planning typically includes both operational and technical resources on the client side. During the
planning phase, there are generally 6-8 hours of planning calls requiring an executive sponsor,
operational stakeholder, and IT and a Telecom presence. Depending on the call recording integration
type and Uptivity products subscribed to, there will be a need for client environmental prerequisites to
be fulfilled. The labor involved varies. In all instances, basic data gathering exercises must be
performed. The client operational and technical teams can generally expect 6-8 hours of effort for this
task. The installation for a single site call recording implementation is typically scheduled for 3 business
days (24 hours), during which Uptivity will ask that a technical resource be available for testing. Passive
recording integration types require additional testing for system optimization beyond the standard 3
business days, therefore additional testing time will be required of a client resource as well. Full
implementation service lifecycle is sixty days.
Please see the attached cc: Discover Deployment Plan Sample and Installation Guide, the CTIOS,
TAPI-BiB, and UCCX Integration Guides, and Service Support Escalation Sample for details about
Uptivity’s customer support model, support options, process, escalation path, and resources allocated.
Service Support Phase
Application
Network
Planning
Varies depending on deal size and
level of integration.
Varies depending on deal size and level of
integration.
Design
Varies depending on deal size and
level of integration.
Varies depending on deal size and level of
integration.
Implementation
Varies depending on deal size and
level of integration.
Varies depending on deal size and level of
integration.
Operations
Varies depending on deal size and
level of integration.
Varies depending on deal size and level of
integration.
© 2012 Cisco and/or its affiliates. All rights reserved. This completed document is Cisco Confidential. For CDN and Channel Partner use only.
Page 4 of 12
III. Business Relevance to Cisco
1. Does your solution require any unique integration with Cisco products? Does it work equivalently on
networking equipment from a vendor other than Cisco? Integrations have been developed for Cisco Unified
Communications Manager (8.6), Cisco Unified Contact Center Enterprise (UCCE) (8.5), Cisco Unified
Contact Center Express (UCCX) (8.5), MediaSense (8.5(4)).
2. Identify the Cisco product families by technology that the business solution requires:
a. ___ Application networking services
n. ___ LAN switching
b. ___ Cable
o. ___ Multiservice WAN switching
c. ___ Data center switching
p. ___ Networked home
d. ___ Dial
q. ___ Network management
e. ___ DSL
r. ___ Optical
f. ___ Connected building systems
s. ___ Routing
g. ___ Digital media systems
t. ___ Security
h. _X_ IP interoperability and collaboration
systems
u. ___ Service provider VoIP
i. ___ Media experience
j. ___ Physical security
k. ___ Server virtualization
l. ___ Smart grid
v. ___ Storage
w. _X_ Unified communications
x. ___ Storage unified computing systems
y. ___ Video systems
z. ___ Wireless LAN
m. ___ Hosted small business systems
IV. Solution Positioning and Strategy
Provide an overview of the applicable markets, sales strategy, project management process, messaging,
and positioning of the business solution by answering the following questions.
1.
What segment(s) does this business solution target? (Put a X next to all that apply)
a) _X_ Enterprise (1,500+ employees)
b) _X_ Midsize (250–1,500 employees)
c) _X_ Small/medium-sized business (fewer than 250 employees)
d) _X_ Local Government or Education business
e) _X_ Federal Sector business
2.
Are you currently a Cisco certified reseller? No
3.
Do you currently resell your products through Cisco certified resellers? Yes
4.
Do you also sell direct? Yes
Will you continue to sell direct as well as through Cisco Reseller channel? Yes
5.
Are you interested in working with Cisco certified resellers to reach your target customers? Yes
© 2012 Cisco and/or its affiliates. All rights reserved. This completed document is Cisco Confidential. For CDN and Channel Partner use only.
Page 5 of 12
If yes, describe the ideal Cisco reseller characteristics that would successfully market, sell and support
your solution. Any resellers who sell call center applications and are seeking a partner who can
enhance their portfolio and go-to-market strategies.
6.
Do competitors of Cisco currently resell your solution? Yes
7.
How are your sales and deployment projects managed? Specify the roles involved, key milestones,
metrics for success, escalation paths, etc. See attached Uptivity Sample Deployment Project Plan and
Service Support Escalation
8.
What are the job titles of the end-customer contacts you typically target for your solution sale?
Customer relations and services contact center directors and managers, corporate IT directors and
managers, telecommunications directors and managers.
9.
Identify and estimate the timing of each stage of the sales cycle. Typically, the customer awareness/
education stage is 60 days, the solution design stage is 30 days, and the final pricing negotiation stage
is 30 days.
10. Which vertical market do you sell into with this solution? (If more than 1 vertical is selected, please identify in
order of preference.)
_1_ Financial services
_10_ Transportation
_4_ Healthcare
_12_ Wholesale/distribution
_6_ Government
_3_ Energy/utilities
_5_ Education (public/private)
_13_ Professional services
_8_ Service provider
_14_ Technical services
_2_ Manufacturing
_15_ Media/entertainment
_7_ Retail
_9_ Other Outsourcers
_11_ Hospitality/hotels and leisure
11. What do you hope to gain by participating in SIP? Uptivity hopes to build dynamic relationships with
Cisco resellers that enable both parties to grow their businesses significantly in the next years.
12. Is your solution applicable globally? Yes
Identify the primary office in each theater geography where your company has a presence.
Theater
The Americas
Countries
Columbus, Ohio
Europe, the Middle
East, Africa, and
Russia (EMEAR)
United Kingdom – 2013
Asia Pacific, Japan,
and Greater China
(APJC)
Australia – 2014
© 2012 Cisco and/or its affiliates. All rights reserved. This completed document is Cisco Confidential. For CDN and Channel Partner use only.
Page 6 of 12
V. Management, Sales, and Marketing Team
List company contacts, including the executive, sales, and marketing teams.
A. Company Information
Full corporate name: Uptivity, Inc.
SIP contact name, job title: Elliott Berman, Director - Channel and Partner Alliances
SIP contact phone, e-mail: 614-737-7453 (office), 312-399-1020 (mobile) eberman@uptivity.com
SIP contact address: 530 W. Spring Street, Suite 100
SIP contact city, state, zip code: Columbus, OH 43215
Company Website: www.uptivity.com
Executive Team: Ray Bohac (Chairman, CTO), Jeff Canter (President, CEO), Mark Studer (CFO)
Sales Team: Jonathan Dunham (VP, Sales), Charlie Emminger (Director, Sales Operations)
Marketing Team: Patrick Hall (CMO), Keith Kress (Director of Marketing Communications )
VI. Reference Architecture
1.
Attach a reference network diagram that shows a high level overview of the complete solution and/or
sample solution components. See CTIOS, TAPI-BiB, and UCCX Integration Guides for diagrams.
Cisco CTIOS
Integration Guide, v4.5 R3.pdf
Cisco TAPI-BiB
Integration Guide, v4.5 R 3.pdf
Cisco UCCX
Integration Guide, v4.5.pdf
© 2012 Cisco and/or its affiliates. All rights reserved. This completed document is Cisco Confidential. For CDN and Channel Partner use only.
Page 7 of 12
Reseller section to be completed (page 7 to 12)
Partner Primary Contact
Company name: ________________________________________________________________________
Contact name: __________________________________________________________________________
Email address: _________________________________________________________________________
Telephone: ____________________________________________________________________________
Cisco Partner Account Manager (PAM)
Name: ________________________________________________________________________________
Email address: _________________________________________________________________________
Telephone: ____________________________________________________________________________
I. Executive Summary
Summarize the potential business opportunity for your business solution. Below you will be asked to
describe the details of the solution, including solution description, partner strategy, relevant technology, and
solution opportunity.
A. Business Solution Details
1.
Solution name: ______________________________________________________________________
2.
Solution description (in business terms): __________________________________________________
3.
Solution website (if applicable):_________________________________________________________
4.
Describe the unique value your company delivers with this solution: ____________________________
__________________________________________________________________________________
__________________________________________________________________________________
5.
What customer problem does your business solution address? (in business terms) ________________
__________________________________________________________________________________
__________________________________________________________________________________
6.
Describe your current installed base, including the number of end customers using this solution,
industry coverage, and examples of end customers, etc. _____________________________________
__________________________________________________________________________________
__________________________________________________________________________________
7.
Describe the function of the proprietary or third-party applications, why they are business-relevant, and
how they create a solution that solves a business problem (rather than a technical problem). _________
__________________________________________________________________________________
__________________________________________________________________________________
© 2012 Cisco and/or its affiliates. All rights reserved. This completed document is Cisco Confidential. For CDN and Channel Partner use only.
Page 8 of 12
B. Business Solution Components
1.
List all components and services included in the business solution and the percentage of revenue
apportioned in a typical deal (ensure that the Cisco portion does not exceed 80 percent of the total
solution revenue).
___% Application/software (list details for each) ____________________________________________
___% Proprietary components __________________________________________________________
___% Network ______________________________________________________________________
___% Services/support/maintenance ____________________________________________________
___% Professional services ____________________________________________________________
___% Other ________________________________________________________________________
100% TOTAL
2.
What is the average total revenue per solution sale, and the Cisco revenue portion?________________
__________________________________________________________________________________
3.
Are any competitive Cisco technologies included in your business solution? If so, please describe.____
__________________________________________________________________________________
__________________________________________________________________________________
II. Business Relevance to Cisco
4.
Does your solution require any unique integration with Cisco products? Does it work in an equivalent
manner on networking equipment from a vendor other than Cisco? _____________________________
__________________________________________________________________________________
__________________________________________________________________________________
5.
Identify the Cisco product families by technology that the business solution requires.
a. ___ Application networking services
n. ___ LAN switching
b. ___ Cable
o. ___ Multiservice WAN switching
c. ___ Data center switching
p. ___ Networked home
d. ___ Dial
q. ___ Network management
e. ___ DSL
r. ___ Optical
f. ___ Connected building systems
s. ___ Routing
g. ___ Digital media systems
t. ___ Security
h. ___ IP interoperability and collaboration
systems
u. ___ Service provider VoIP
i. ___ Media experience
j. ___ Physical security
k. ___ Server virtualization
l. ___ Smart grid
v. ___ Storage
w. ___ Unified communications
x. ___ Storage unified computing systems
y. ___ Video systems
z. ___ Wireless LAN
m. ___ Hosted small business systems
© 2012 Cisco and/or its affiliates. All rights reserved. This completed document is Cisco Confidential. For CDN and Channel Partner use only.
Page 9 of 12
III. Solution Positioning and Strategy
Provide an overview of the applicable markets, sales strategy, project management process, messaging,
and positioning of the business solution by answering the following questions.
6.
What segment(s) does this business solution target?
a) ___ Enterprise (1500+ employees)
b) ___ Midsize (250 to 1500 employees)
c) ___ Small and medium-sized business (fewer than 250 employees)
d) ___ Local Government or Education business
e) ___ Federal Sector business
7.
Do you hold the required specialization/authorization to resell and support this solution? ____________
__________________________________________________________________________________
8.
Describe your business solution sales strategy _____________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
9.
Describe your joint lifecycle services methodology for this solution. Specifically, describe the planning,
design, implementation, and operation support services that will be provided, and by whom, for both the
business application and networking components of the business solution, including end-customer
support model, support options, process, escalation path, and resources allocated. Attach supporting
documentation if available._____________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
Service Support Phase
Business Application
Network
Planning
Design
Implementation
Operations
10. Which industry do you sell into with this business solution? (If you select more than one, please
identify an order of preference.)
___ Financial services
___ Transportation
___ Healthcare
___ Wholesale/distribution
___ Government
___ Energy/utilities
___ Education (public/private)
___ Professional services
___ Service provider
___ Technical services
___ Manufacturing
___ Media/entertainment
___ Retail
___ Other
___ Hospitality/hotels and leisure
© 2012 Cisco and/or its affiliates. All rights reserved. This completed document is Cisco Confidential. For CDN and Channel Partner use only.
Page 10 of 12
11. What do you hope to gain by participating in SIP? __________________________________________
__________________________________________________________________________________
12. Identify the primary office in each geography where your company has a presence and is planning to
sell this solution.
Theater
Countries
The Americas
Europe, the Middle East, Africa,
and Russia (EMEAR)
Asia Pacific, Japan, and
Greater China (APJC)
IV. Solution Objectives and Forecast
Provide a one-year forecast for your target markets, sales goals, and networking, beginning with
the submission date of your SIP business plan. Assume calendar year quarters. You may modify the
“Calendar Year” row to reflect the date you are submitting your business plan.
Provide your forecast for Cisco networking products and services sold with this solution for one year.
Calendar Year
Q1
Q2
Q3
Q4
Cisco Product
Cisco Services
CDN/3rd Party
V. Management, Sales, and Marketing Team
List company contacts, including the executive, sales, and marketing teams.
Reseller Information
Reseller full corporate name: ______________________________________________________________
Reseller SIP contact name, job title: _________________________________________________________
Reseller SIP contact number: ______________________________________________________________
Reseller SIP contact address: ______________________________________________________________
Reseller SIP contact city, state, zip code: _____________________________________________________
Reseller Website: _______________________________________________________________________
Reseller Cisco PAM: _____________________________________________________________________
Reseller Cisco SE: ______________________________________________________________________
© 2012 Cisco and/or its affiliates. All rights reserved. This completed document is Cisco Confidential. For CDN and Channel Partner use only.
Page 11 of 12
VI. Reference Architecture
Attach a reference network diagram that shows a high level overview of the complete solution and/or a
sample Bill Of Materials.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Printed in USA
© 2012 Cisco and/or its affiliates. All rights reserved. This completed document is Cisco Confidential. For CDN and Channel Partner use only.
C96-699710-00
02/12
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