Cisco Global Technical Center Service Delivery Transformation Innovation Internally to Drive Customer Success

Match customer
and problem
to the right resource
based on key criteria
Initiative Description
1. Intelligent Matching
© 2012 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Used by permission
“…I opened a case with TAC…thought it was a Cisco Unity Issue…CSE brought in experts from the firewall security, voice gateway and call manager teams….all worked together 4-6 hours to resolve the issue… the person anchoring the call made all the difference.” (Customer Comment)
“…it wouldn't have been possible without the collaboration resources we now have at our disposal. Thanks to everyone who has made this ‘solutions’ process possible.” (Engineer comment same case)
Customer and Engineer Testimonials
Collaboration: Key Innovations
Collaboration is infused into the integrated workflow
One expert owns the issue for the entire collaborative experience
Brings the power of the Global Technical Center to every interaction
Efficient resolution of complex, multi-technology solutions
Allows a diverse set of skills to swarm around complex customer issue
Using the Collaborative Model to Leverage the Global Network of People and Content

Results
Customer transfers down 11%
Escalations down 42%
Time to Final Resolution reduced up to 32%
Process for collaboration rated at 4.6 out of 5
Initiative Description
2. Collaborative Engagement
© 2012 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Used by permission
“… allows you to take content, whether it be a question or an answer provided within the community; to index it into searchable content for access to anyone in the world and gives me the opportunity to make a difference for a customer globally.”
“The ability to quickly get help from experts and the ease with which knowledge can be captured and re-used by others makes it the perfect tool for us.”