Become a Partner

Partner Accreditation

The Partner Accreditation process enables partners to build product expertise to increase and maintain their effectiveness in delivering quality solutions to end users.

Training and certification is offered as follows:

Sales

An accredited Sales person needs to be able to articulate the value proposition and feel confident selling the solution.  All accredited Sales people will receive high level sales support from Enghouse Interactive, including the ongoing option for joint customer presentations with their Enghouse Interactive Business Development Manager.

Presales

An accredited Presales person must be able to confidently perform an Enghouse Interactive solution demo after being trained by an Enghouse Interactive Presales engineer.

Technical

An accredited Installation/Support Engineer (Foundation) must understand the system architecture, system configuration parameters and how to perform basic troubleshooting for Communications Centre (CC) or Arc, as well as being familiar with Enghouse Interactive Support ticket logging and escalation process.  Technical engineers with Communications Centre (CC / UCB) expertise may also have knowledge of the Quality Management Suite (QMS) however this is not sufficient to qualify them for accreditation on its own. The Installation or Support Engineer will be required to pass an examination for Technical Certification (Foundation).

Partners can certify any number of personnel in one or more of each of the above categories, for each product line. There will be a charge for technical training undertaken by Enghouse Interactive

Sales & Pre-Sales Accreditation Training Framework

CoursesOverviewComments
Initial half day sessionOverview of Enghouse, Contact Centre / UC space, Enghouse solutions, How to Demo, Key Stakeholders / Audiences, Qualification & Quoting basics, Partner resourcesFree of Charge

Detailed course overview available via the Enghouse Channel Partner
Pre-Sales training add-on
(2 x 2 hour sessions)
CC & QMS deeper dive into platform requirements and specifications, Solution Architecture / design, Database specs, Specific module, Client and upgrade requirements, and quoting.Free of Charge

Detailed course overview available via the Enghouse Channel Partner

 

Sales Training and Certification – Additional resources

Partners’ Sales and Pre Sales staff will have access to the on-line training site LITMOS. This offers self-paced tuition on the use of the applications.

The Enghouse Partner Portal is also available for Partners. This is a repository of product collateral, white papers and additional material on the Enghouse applications.

Further Sales and Pre-Sales training is available on a request basis.

Although there are no “trainer” costs for the partner for the standard sales and pre sales certifications, there may be costs associated with the training and lab environments which need to be met by the Partner.

Partner Accreditation Requirements – Support & Services

The following table defines the available certification training options and the number of accredited staff that the Partner must maintain.

The table defines the Support Services that Partner must offer and the number of accredited staff that Partner must maintain of the associated Partner Status. Each accreditation tier has training requirements, which must be fulfilled and maintained by Partner.

Partner StatusTraining Offered By PartnerMinimum Total Staff AccreditedMinimum Training Required
Certified Level 1 Support PartnerHelpdesk &
1st Line Support
2 Certified Support Level 1 Engineers Helpdesk Course 1- 2 days
Certified Level 2 Support PartnerHelpdesk
1st & 2nd Line Support
2 Certified Level 2 Engineers Support Foundation Course
3- 5 days

Certified Support Refresher training as agreed (typically after each 2nd major release cycle require refresh / recertification)

Also will need to maintain a CC / QMS Test Lab
Certified Level 3 Support PartnerAs above plus Tier 3 SupportAs per level 2 plus minimum of 2 additional Support Engineers certified for level 3Support Advanced Course (Level 3) – Days TBC

Also will need to maintain a CC / QMS Test Lab
Certified Installation PartnerInstallation EngineerNAServices Installation Foundation Course

Certification Course Costs

The costs and high level requirements for each course are as follows:

CourseCostComments
CC Help Desk CoursePOAMin of 2 people. Remote delivery. POA for onsite. Partner responsible to provision suitable CC lab environment.
CC Support Foundation CoursePOAMin of 4 people. Remote delivery. POA for onsite. Partner responsible to provision suitable CC lab environment.
CC Support Advanced CoursePOARemote delivery. POA for onsite. Partner responsible to provision suitable CC lab environment.
CC Services Installation Foundation CoursePOAMin of 4 people. Remote delivery. POA for onsite. Partner responsible to provision suitable CC lab environment.
QMS Support and Implementation CertificationPOA1.5 days duration. Min of 4 people. Remote delivery. POA for onsite. Partner responsible to provision suitable QMS lab environment.
CC Foundation – RecertificationPOARequires updated lab and remote instructor led discussion and online content and test
QMS RecertificationPOARequires updated lab and remote instructor led discussion and online content and test

Notes:

  • Enghouse can if required combine the Support and Installation Certification – details available on request
  • If Partner requires on site delivery then additional charges may apply
  • All prices exclude GST

Further details for each course is available at

Partner Accreditation Training Schedule

Recertification Requirements

Reaccreditation or a formal refresh would be required after an initial 3 year period and will consist of:

  • Self-learning / preparation
  • ½ a day training (remote), and
  • a certification test requiring a mark of 85% + to “pass”