CSxM

1. Offers

1.1. AWC

1.2. Live Intelligence

1.2.1. Live Intelligence

1.2.2. Espace Souverain

1.3. Workplace Together Webex (WTW)

1.3.1. Meetings and Messaging (M&M)

1.3.2. Contact Center (WxCC)

1.3.3. Webex Suite

1.3.4. Calling WxC

1.3.4.1. Webex Calling Professional

1.3.4.1.1. Webex Attendant Console

1.3.4.1.2. Webex Customer Assist (CCX)

1.3.4.2. Webex Calling Workspace

1.3.5. Video Integration

1.4. Workplace Together Essentials (WTE)

2. New Customer

2.1. Commercial - Presales

2.1.1. Billing Quote

2.1.1.1. Client Signature

2.2. Build Phase

2.2.1. Project Manager nominated

2.2.1.1. Assign Webex Specialist, Webex Expert (TED) and CSxM

2.2.1.1.1. Configuration on Control Hub

2.3. CSxM: Welcome Call

2.3.1. Run

2.3.1.1. Helpdesk support in case of incident

2.4. CSxM Customer Managerment

2.4.1. Step 1: Ordering Form (BDC)

2.4.2. Steps 2: Internal Meeting with stakeholders (RLI)

2.4.3. Steps 3: Kick Off Meeting (RLPC)

2.4.4. Step 4: Welcome Call

2.4.5. Step 5: Customer On RUN

3. Report

3.1. Standard Success Manager

3.1.1. Quarterly

3.1.1.1. Via email + Customer Review

3.2. Premium Success Manager

3.2.1. Monthly

3.2.1.1. Via email + Customer Review

3.2.1.1.1. Success Plan

4. Roadmap

4.1. Standard Success Manager

4.1.1. Quarterly

4.2. Premium Success Manager

4.2.1. Monthly

5. Overage

5.1. Health Check

5.2. Via monthly/quarterly report

6. Change Management

6.1. Token

7. Obiz

7.1. Monthy Presentation

7.1.1. Knowledge Sharing

7.1.2. What's New

8. Lab Testing

8.1. Test on our lab on different scenarios

9. Marketing

9.1. Presales contact the customer

9.1.1. Presentation of the offer with all its benefits to customer along with the Account Manager

9.1.1.1. Customer accept the offer and sign with Orange

9.1.1.1.1. Assign a Project Manager to manage the project

10. Project Manager

10.1. Kickoff Meeting with customer - Reunion de lancement Interne (RLI)

10.2. Kickoff Project Meeting - Reunion de Lancement Project Client (RLPC)

10.3. Follow up with build team and Webex Expert

10.4. Closure meeting - Reunion de cloture (pour terminer avec la phase build)

11. Roles and Responsibilities

12. Tools

12.1. Control Hub

12.2. Success Portal

12.3. WTW Portal

12.4. Cisco Commerce

12.5. Webex Health Input List

12.6. Webex Help Center

12.7. Webex Help - Report

12.8. ECE Portal

12.8.1. Config on PRISCA to add WTW Services

12.8.1.1. Design admin and they receive an email to confirm access

12.9. Maintenance Schedule

12.10. Webex Academy

13. Teams and Interactions

14. Digital Coach

14.1. digital.coaches@orange.com

14.1.1. Provide trainings to customer as per their demand as well to internal teams

14.1.1.1. CSxM contact DC for any difficulties on the solution

15. UC Service Implementation Management

15.1. Get to know customer's demand - Comprendre le besoin du client

15.2. Licence Activation

15.3. Control Hub Configuration

15.4. Sites/location migration

15.5. Follow up meeting with project manager and build team

16. Support

16.1. Ticket creation by customer to report issue or to request information

16.1.1. Tel: +33 1 70 48 04 64

16.1.2. Email: workplacetogether.webex@orange.com

16.1.3. ECE Portal for ticket creation

16.2. Incident management till its resolution

16.2.1. Priority (P1, P2, P3, P4)

16.3. Ticket Closure

16.4. CSxM

16.4.1. Email: info.success@orange.com

17. CSxM Meetings

17.1. Team Meeting - Bi-weekly operational/marketing call (Monday)

17.1.1. CSxM Main Highlights

17.2. Meeting with Cisco - Bi-weekly (Wednesday)

17.2.1. Discussion with Cisco representatives

17.3. CSxM Sync - WebEx - Bi Weekly

17.3.1. Webex Health Input & Customers Review with the team

17.4. Local Team Meeting bi-weekly (Thursday)

17.4.1. MSC IOO, Team, Customers Updates + all tensions

17.5. Other Workshops & Trainings

17.6. Weekly CSxM/Meeting (Monday)

17.6.1. To discuss issues or escalations at support level