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As Cisco PX (Partner Experience) Cloud gains steam with a vision of becoming the unified platform for Cisco partners to manage their essential workflows, the platform’s APIs will get a solid boost in terms of features and insights that are exposed for Integration purposes with its partners business processes. As of now there are more than 27 PX Cloud APIs that are available across business and customer insights supporting multiple Cisco solutions that can be integrated into Cisco Partner’s business processes.

In this article, I will address the integration of PX Cloud APIs with two business processes for Cisco Partners, IT Support and Customer Success management.

These integrations are depicted below with a closed-loop system starting with the Customer infrastructure > Telemetry > Insights > PX Cloud > APIs > Workflows and features for IT Support and Customer Success management. A closed-loop system can optimize processes by continuously monitoring and adjusting operations based on feedback.

IT Support Management

Cisco Partners who leverage ITSM tools like ServiceNow, Solarwinds, etc for Incident and change management can ingest insights around compliance, crash risk insights, security advisories, high severity software defects, etc., from the PX Cloud APIs. Partners can create business rules to automatically create incident tickets or project change requests based on these insight triggers from the PX Cloud.

Cisco Partners who leverage Cisco Smartbonding capability and integrated with Cisco ticketing systems will greatly benefit from this addition channel with new insights that greatly augments their IT support processes.

Customer Success Management

Cisco Partners who leverage popular Customer Success tools like Gainsight, Totango, etc, or their home-grown tools can potentially leverage insights from PX Cloud that are exposed via APIs to feed into multiple Customer Success workflows and features as indicated in the below diagram (Gainsight example). Cisco Use Case lifecycle insights can feed into Customer Success tool feature Success Plan which allows CSMs (Customer Success Manager’s) gain visibility into the Use Case pitstop stage and associated actions that needs to be taken. Health metrics like high severity bugs, security advisories can be fed into the Scorecard feature in the Gainsight platform

Cisco CX Partners who resell Cisco Success Tracks are eligible to activate these APIs through PX Cloud and benefit from the rich insights to augment customer success and IT support processes. Cisco Partner Success team delivers API workshops across the globe and are equipped with skills and knowledge to assist partners who are interested in this integration. Please contact your Cisco account team for more details on this workshop.