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
| Courses | Overview | Comments |
|---|---|---|
| Initial half day session | Overview of Enghouse, Contact Centre / UC space, Enghouse solutions, How to Demo, Key Stakeholders / Audiences, Qualification & Quoting basics, Partner resources | Free 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 Status | Training Offered By Partner | Minimum Total Staff Accredited | Minimum Training Required |
|---|---|---|---|
| Certified Level 1 Support Partner | Helpdesk & 1st Line Support | 2 Certified Support Level 1 Engineers | Helpdesk Course 1- 2 days |
| Certified Level 2 Support Partner | Helpdesk 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 Partner | As above plus Tier 3 Support | As per level 2 plus minimum of 2 additional Support Engineers certified for level 3 | Support Advanced Course (Level 3) – Days TBC Also will need to maintain a CC / QMS Test Lab |
| Certified Installation Partner | Installation Engineer | NA | Services Installation Foundation Course |
Certification Course Costs
The costs and high level requirements for each course are as follows:
| Course | Cost | Comments |
|---|---|---|
| CC Help Desk Course | POA | Min of 2 people. Remote delivery. POA for onsite. Partner responsible to provision suitable CC lab environment. |
| CC Support Foundation Course | POA | Min of 4 people. Remote delivery. POA for onsite. Partner responsible to provision suitable CC lab environment. |
| CC Support Advanced Course | POA | Remote delivery. POA for onsite. Partner responsible to provision suitable CC lab environment. |
| CC Services Installation Foundation Course | POA | Min of 4 people. Remote delivery. POA for onsite. Partner responsible to provision suitable CC lab environment. |
| QMS Support and Implementation Certification | POA | 1.5 days duration. Min of 4 people. Remote delivery. POA for onsite. Partner responsible to provision suitable QMS lab environment. |
| CC Foundation – Recertification | POA | Requires updated lab and remote instructor led discussion and online content and test |
| QMS Recertification | POA | Requires 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
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”