Non-Disclosure Zone

ServiceNon Disclosure ZoneWho we are from the customer’s perspective?

Carlos Ortuño Bravo 5/13/2015 Versión 1.0

• Customer perception• Who’s the concierge?

• Different departments• CMC• RTS• Elite Team

• Who we are from the customer’s perspective?

• Kcc Day and Night Call Flow Review• Business Hrs. Vs. Off hrs.

Presentation Summary


Customer perception

Who's the Concierge?o Where do we live?o Who we are?o For which company do we work for?o What makes our people special among

others?o Why Polycom Concierge is here?

The different departments with work with

o Off shoreo CMC

o Who are they?o RTS

o Who are they?o Elite Team

o Are they Polycom employees?


Who we are from the customer’s perspective?



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NEXT LEVEL TECHNICIAN



COPY AND PASTE IM IN TO CG INTERNAL NOTES IS A MUST

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NEXT LEVEL TECHNICIAN

Kcc Day and Night Call Flow Review

DAY NIGHTCMCELITE TEAM

CMCRTS


What’s this?Concierge able to assist user to no

avail(CMC or RTS Managed Endpoints and Desktop

users) By phone: “I will need to transfer your case to the next level Tech. Can you please hold while I get in contact with them?” ?”(Note: Always perform a warm transfer call and request a ticket number) By email or IM: “I will need to transfer your case to the next level Tech. I will provide them your contact information and the issue reported and they will contact you directly.”(Note: Always confirm the contact information the user provided. Also request a ticket number from Support Team)

RTS Managed EndpointsConcierge not able to assist user or Endpoint

By phone: “I will need to transfer your case to the next level Tech. Can you please hold while I get in contact with them?”(Note: Always perform a warm transfer call and request a ticket number) By email or IM: “Based on the reported issue I will need to transfer your case to the next level Tech. I will provide them your contact information and the issue reported. They will contact you directly.”(Note: Always confirm the contact information the user provided. Also request a ticket number from Support Team)If issue is reported for an Endpoint, have Location and Serial number available


ENDLETS TAK ABOUT IT


Non-Disclosure Zone

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