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

Cisco Global Technical Center Service Delivery Transformation

Innovation Internally to Drive Customer Success

High tech networking support company
~3000 professionals - combination of employees and outsourced delivery partners
~1,000,000 service requests handled yearly
TAC Support Capabilities: 180+ countries, 20 TAC facilities, 17+ languages
730+ CCIEs; 400 patents issued
Cisco Technical Assistance Center (TAC) –
Industry Leading Service Organization
~7000 products & features supported
Two years ago we were at the top of our game –
An industry leading customer service organization with a customer satisfaction of 4.65
Timely, accurate issue resolution from highly qualified experts with a rich history of innovation
Why change?

© 2012 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Used by permission
Overview

We Changed Because External Drivers Were Forcing the Transformation to a New Customer Experience

© 2011 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Used by permission
© 2012 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Used by permission
Personalized service
Maximizing Business Value
Smart self-healing technology
Close the knowledge consumption gap

What Cisco is Responding To
Take advantage of the workforce evolution to harness the social networking model
The next generation workforce expects to interact in a social way
Movement towards global collaboration influenced by social media
Customers and workforce expect “anywhere, anytime, and any device” service
Customers are purchasing solutions not technology
Solutions are common and increasingly complex
New business models emerging
Complexity Avalanche