Simplified Partner Tools: Cisco’s First-Ever MSP Support for Exceptional Customer Experiences

At Cisco we are creating more business value by customizing Cisco tools and services for our partners.

In a recent survey 82% of Cisco Partner Summit attendees said they’re growing their managed services practice and it’s their top priority to meet customer needs.

So it is with great excitement that we are announcing Cisco Partner Advanced Support to create a premium support experience specifically geared to the needs of Managed Services Providers (MSPs).

With Cisco solution and architecture expertise, and the added benefit of guided access to API integrations that build on MSPs’ existing services, Cisco Partner Advanced Support features faster access to experts in Cisco’s TAC – a global organization that provides around-the-clock, award-winning technical support services online and over the phone. Cisco Partner Advanced Support enables MSPs to build new services for customers and gives access to Cisco AI and automation to scale an outcome-based service model that can lead to a 50% reduction in service request (SR) resolution time with increased CSAT.

“We have been asking for a Cisco program that fits the specific needs of MSPs,” said Toby Alcock, CTO, Logicalis Group. “Our customers will benefit from us having more access to APIs and Cisco’s world leading TAC’s solution architect expertise.”

Cisco Partner Advanced Support is truly taking Cisco and its partners into the world of digital and helping them become “smart-bonded” with Cisco; taking support issue resolution from analog processes such as email and telephone calls to sharing a digital interface that utilizes automation and AI capabilities.

Many of our largest partners are already smart-bonded, and many are working with these digital processes. Incredible progress has been made in the Cisco partner ecosystem in utilizing automation to get to resolutions faster; going forward, it’s about us all having the ability to go from reactive to predictive to proactive–and now even to prescriptive.

With this new service, partners can skip the TAC line and connect directly with a prioritized group of solution architects who handle the most complex issues. We are improving partners’ access to these qualified experts; paired with digital automation, this access will get us to faster resolutions — or even before issues happen.

When we say faster, we’re talking about resolving cases in minutes that could normally take weeks.

Partner Advanced Support for MSPs will also provide guided API use cases that leverage telemetry and insights so partners can build new services for their customers.

This groundbreaking support offer will transform the partner experience and bring even more value to our customers!

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