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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>A very interesting question, and one that does come up from time
to time. As you may know, I am known for writing wordy replies to queries such
as this, so I apologize in advance for boring you!<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Firstly, the most important thing to always remember is that <b>Arc
Solutions are a 100% Cisco UC Applications focused company, and will NEVER make
an application that is competing with Cisco</b>. This is our number one policy,
and is why we are as successful as we are. In fact, the latest demonstration of
our closeness is the fact that we’ve just relocated into Cisco’s
RTP campus (as per my signature below)!<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>The Arc product sets are designed in such a way to meet specific
requirements (Customers, Partners & Cisco themselves) depending on the
suite itself. I think its easier to list of the main differences as follows:<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><b><u><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Cisco Unified Business/Department/Enterprise Attendant Consoles
(CUxAC)<o:p></o:p></span></u></b></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>These are OEM products from Arc Solutions as you know. These
superseded the old/free Cisco Attendant Console – there has been a separate
thread over “why” this route was taken. These products meet the
majority of customers requirements in a simple configuration, and importantly
are designed to be simple to install, use and support. This “ease of use”
is not just for our customers/partners – it has been critical that these
applications are easier to support for the Cisco TAC folks – as with so
many products its tricky for them to learn brand new product sets. For the most
part this has been achieved, and of course there is now a defined roadmap for
this product set moving forwards<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><b><u><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Arc Enterprise S+<o:p></o:p></span></u></b></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>This is the basic Arc Enterprise product and is available via
the Cisco Solutions Plus program (“S+”). This program is where
Cisco take 3<sup>rd</sup> party products and put them on the Cisco Global Price
List – so although this is orderable via Cisco, this is an ARC product –
support is via Arc Solutions and not Cisco TAC. This product has more functionality
than the OEM/CUxAC products, and therefore is slightly more complex from an
installation standpoint – nevertheless this is endorsed and sold via
Cisco<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><b><u><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Arc Enterprise Premium<o:p></o:p></span></u></b></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>This is the top level of Attendant Console functionality for
CUCM, and is only available via Arc or an Arc partner. The solution/products
are fully endorsed by Cisco (IVT Certified etc), however they are not on the S+
program as the belief has been that this would become too complicated for the
ordering/fulfillment (this is “one” of the reasons why it is not on
the S+ program – not the only reason). Where customers require voice
messaging, redundancy and reporting on the operator center, Arc Enterprise
Premium is the likely fit<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><b><u><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Arc Call Connect<o:p></o:p></span></u></b></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>As you rightly mentioned, Arc does also have a mini contact
center product called Call Connect. This does NOT compete with IPCCx. For
example, if a customer requires database dipping (i.e. looking up account
numbers), or does not have a Call Center that is likely to change configuration
often, then IPCCx with the scripting and powerful features is absolutely the
right fit. However, there are scenarios where a customer requires some basic contact
center functionality, and IPCCx is either too expensive, too cumbersome or too
complicated for the requirement. A common scenario is where a customer requires
a few “small” different CC functions – i.e. a 3 seat
facilities team, 4 seat concierge service, 5 seat internal IT helpdesk etc,
with centralized reporting and management. In this situation, Cisco would
likely engage Arc to meet this requirement, while ensuring that everything else
UC-wise remains as Cisco. They are safe in the knowledge that if Arc Call
Connect has been implemented, there is no risk that a different PBX/switch
could be implemented later and Arc will remain functioning (making a transition
easier) – there is also no risk of Arc attempting to displace any Cisco
technologies anywhere – everything we do is complementary to Cisco ONLY –
as per our mantra<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><b><u><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>XML/Phone Apps & Directory Services<o:p></o:p></span></u></b></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Arc also have various options around directory services –
with enhanced call routing, intelligent lookups, presence integration etc –
as well as other applications for the Cisco IP Phones. A lot of the projects in
this space are delivered via our Advanced Services team and are completely customized
to the customers requirements. It is often in this area that the Arc team are
used to really leverage the Cisco technology – so many customers have
features or requirements that they would like to deliver on IP Phones, but is
too bespoke to be offered by Cisco, and too complex to be offered by an integrator
(as its more of a “product” than a “service”). We have
a dedicated team at Arc that exist to create and support these applications –
this group is often engaged by Cisco to help work as a differentiator in a
competitive environment<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>As you can see, Arc certainly offer a lot – either via
OEM, S+ or direct products. Those partners & Cisco folk who are educated in
the offerings (we’ve trained most Cisco UC SE’s in North America
via WebEx now) appreciate which product is the right fit for each customer, and
of course know when to engage Arc for more unique requirements. The key thing
to bear in mind is to not try and “squeeze” a particular product
into a customers environments because it’s the cheapest or “sounds
about right” – we have been involved in lot of instances across the
world now where customers have been sold the incorrect product – often due
to a lack of discovery process – and Arc have been engaged to implement
the all encompassing solution later<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Specifically around Contact Center, if you have a complex
requirement that IPCCx is likely the way to go – and we (Arc) would
certainly advise that. However, if this does not fit, there is a ready made
option in Arc Call Connect that may get you what you need. There is some
overlap around functionality, however this is minimal – Arc does the
basic things very well (probably better than IPCC), however does not have the
advanced functionality that many IPCC users want….<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Needless to say, if there’s anything specific you want to
know feel free to drop me a line directly. I trust this note helps explain how
everything fits together<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Cheers<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><b><span lang=EN-GB style='font-size:11.0pt;font-family:
"Arial","sans-serif";color:navy'>Bennie Grant<br>
</span></b><i><span lang=EN-GB style='font-size:8.0pt;font-family:"Arial","sans-serif";
color:navy'>VP - Operations<br>
</span></i><b><span lang=EN-GB style='font-size:11.0pt;font-family:"Arial","sans-serif";
color:navy'>Arc Solutions (International) Inc<br>
</span></b><span lang=EN-GB style='font-size:8.0pt;font-family:"Arial","sans-serif";
color:navy'>Part of the Mettoni group | </span><span lang=EN-GB
style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><a
href="http://www.mettoni.com/"><span style='font-size:8.0pt;font-family:"Arial","sans-serif";
color:blue'>www.mettoni.com</span></a> <o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-GB style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0
style='border-collapse:collapse'>
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background:black;padding:0in 5.4pt 0in 5.4pt;height:31.6pt'>
<p class=MsoNormal align=center style='text-align:center'><span
style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><img
border=0 width=144 height=87 id="Picture_x0020_1"
src="cid:image001.jpg@01CA4055.077311E0"
alt="http://assets.bizjournals.com/story_image/118089-600-0-2.jpg"></span><span
lang=EN-GB style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p></o:p></span></p>
</td>
<td width=361 valign=top style='width:270.45pt;border:solid black 1.0pt;
border-left:none;background:black;padding:0in 5.4pt 0in 5.4pt;height:31.6pt'>
<p class=MsoNormal align=center style='text-align:center'><span lang=EN-GB
style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:white'>NEW
US HEADQUARTERS</span><span lang=EN-GB style='font-size:11.0pt;font-family:
"Calibri","sans-serif";color:white'><o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-GB style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:white'>We have moved offices! Arc Solutions are now based in the Cisco
RTP campus in North Carolina. Please make a note of my new direct line number
above.<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-GB style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:white'><o:p> </o:p></span></p>
</td>
</tr>
</table>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On
Behalf Of </b>Tired Banchini<br>
<b>Sent:</b> Monday, September 28, 2009 9:42 AM<br>
<b>To:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> [cisco-voip] ARC and Cisco product<o:p></o:p></span></p>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<div>
<p class=MsoNormal>Chaps,<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>General question in terms of ARC and how Cisco position
ARC's product set in comparison to their own. I am particularly interested in
the Contact Centre product set/ functions....<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>ARC have a number of products, which seem to overlap
somewhat with Cisco's CC product set and from my initial experience it would
appear Cisco are happy to push some Cisco product set while pushing ARC
for others, once such example is CU*AC.<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>Do Cisco push ARC solutions in the context of small scale
CC, ala IPCCX....?<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>An example might be where you want to fragment the IPCCX
functions, such IVR/ ACD etc. i.e. deploy IVR separately, while retaining
the ACD on IPCCX. Does IPCCX become overkill and hence we have a slot for
another Cisco Product or ARC for the ACD function...?<o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal>TB.<o:p></o:p></p>
</div>
</div>
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