United States
Ranked #1 in the World 2016
Ranked #1 in the Region 2016
Ranked #1 in the World 2015
Ranked #1 in the Region 2015
Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. These solutions let you uniquely personalize communication with individual customers through a variety of media including voice, Web, e-mail, and video. Cisco's social listening activity in the contact center flips the model, crowdsourcing from social media opportunities to proactively support our customers when their services or business is impacted by enabling proactive engagement by service and account resources.
We will be sharing our best practices which include
Our contact center delivers frontline support for technical and non-technical queries from customers, partners, end users, and employees. We categorize the services under four main areas: Value Add (Technical Frontline Support and Entitlement): Provide frontline support for our Technical Services customers, opening support cases on their behalf, troubleshoot entitlement issues, and route to the right engineering team for support. Resolution (Career Certifications and Licensing): Provide end-to-end support for our customers regarding certifications and product licensing queries. Proactive and outbound: Provide proactive technical support to customers and partners. Take and Transfer (Non-technical questions): Direct/transfer the customer to the right support team, queries such as order management, presales, employment, security, finance, and legal. We operate 24x7 across global outsourced locations and handle over 800,000 B2B/B2C interactions quarterly in 17 languages over 5 channels.