Tuesday, July 5, 2022
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Cisco Help honored by J.D. Energy and TSIA Certifications for offering excellent customer support


We’re humbled to announce that Cisco has been acknowledged by J.D. Energy for offering “An Excellent Buyer Service Expertise for its International Licensed Know-how Service and Help” in 2021.

J.D. Power 2021 Award - Certified Technology Service & SupportFor these of you not acquainted with the International Licensed Know-how Service and Help certification, it signifies that we meet the very best {industry} requirements for Technical Help Companies.

The certification course of evaluates technical help companies capabilities and the way prospects expertise these companies. A rigorous onsite audit course of and a buyer expertise survey had been used to judge Cisco in opposition to best-in-industry benchmarks, together with over 250 greatest practices for delivering technical help. The outcomes positioned Cisco among the many {industry}’s high help companies performers, with a rating of 90 % or greater in all audit classes, together with Assisted Help, Unassisted Help, and Depot service channels.

We need to thank all our prospects who shared their experiences with Cisco’s Technical Help Middle (TAC), our self-service internet portals, and our RMA service from Good Internet Complete Care. You supplied overwhelmingly constructive suggestions that landed Cisco within the high 20 % of corporations within the telecommunications {industry}.

Among the improvements we’re pleased with embrace the introduction of a digital engineer, zero contact RMAs, ML-based logfile anomaly detection, and the usage of Webex areas for troubleshooting interactions requiring an engineer. These have helped us automate the way in which we ship help, making it extra environment friendly for you and resulting in a quicker imply time to decision (MTTR) KPI in your workforce.

Under is a pattern of how our help can mechanically run diagnostics and submit for an RMA

Along with receiving the celebrated J.D. Energy Licensed Know-how Service and Help certification, Cisco additionally received many Technical Companies Business Affiliation (TSIA) STAR awards final 12 months. With these awards, TSIA honors expertise organizations for his or her innovation and excellence in a given class. Cisco took the 2021 winner spot for improvements in 4 areas: Buyer Portals, Buyer Success, Leveraging Analytics for Service Excellence, and Help Companies Automation.

Lots of the improvements that earned us these awards are integrated into CX Cloud, your one-stop digital gateway for maximizing the worth of Cisco investments. And you’ll look ahead to future improvements, as we’re regularly extending the capabilities of CX Cloud to offer you much more insights and greatest practices that enhance productiveness and efficiency, anticipate danger, and speed up your success.

Lastly, the certification signifies that listening to our prospects and making certain the very best quality of your expertise will proceed to be Cisco’s high precedence.  In case you are a Cisco Help buyer, be sure to are making the most of all of the sources out there to you in the present day.


Try the Cisco Help Neighborhood

and request a stay demo of CX Cloud.


Disclaimer: J.D. Energy 2021 Licensed Know-how Service and Help Program, developed along with TSIA, is predicated on profitable completion of an audit and exceeding a buyer satisfaction benchmark for assisted help operations. For extra info, go to jdpower.com or tsia.com




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