Cisco Delivering World Class Customer Service with its Digital OneOffice Framework
With the imperative to stay ahead of the changing customer expectations and remain competitive, Cisco embarked on their World Class Customer Service (WCSS) program and chose Infosys to play a critical role in the design and implementation of the program. The key objective was to focus on executing Cisco’s vision of customer experiences and building foundational capabilities. They wanted to create a ‘Digital OneOffice’, ensuring effective automation of all breakpoints and silos – leveraging Infosys’ breadth of IT and BPO services to support their efforts to streamline process and create enhanced customer experiences. Within the phase 1 of WCCS, Cisco was able to achieve 40% reduction over the baseline year cost and eliminate over 3 million hours of customer effort.