Customer Service Outsourcing

Cisco Delivering World Class Customer Service with its Digital OneOffice Framework

Cisco partnered with Infosys BPM for its World Class Customer Service (WCSS) project in 2015. The project aimed to design and deploy RPA solutions in order to reduce both the customer and employee... effort, which in turn would transform the interaction model for customer service. A Digital OneOffice framework, helped in designing and implementing Cisco’s digital experience through creating a single office to carry out the project. Phase 1 of the project saw Cisco achieve a 40% reduction in cost as well as elimination of 3 million hours of the effort put in by the customers. With the successful implementation of WCCS, Infosys BPM has delivered significant value to Cisco and its customers through a superlative customer experience.

Published with the permission of HfS