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

4.65
4.60
4.50
9.01 Q3 FY12
© 2012 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Used by permission
Customer Value
Customer Feedback Proves the Experience Has Improved
Sev 3 SR: Call transfer between CUCM and Call Center are failing:
“Tarun Poonacha easily brought in a CUCM expert when he saw that the problem was not ICM or CVP. Normally, some engineers will tell you to open a ticket for CUCM or they will reassign but Tarun Poonacha stayed with us and collaborated with the CUCM expert to fix the problem.”
Cisco Account Team Feedback:
Hey Nate, Thanks a lot for jumping on it again and helping out!. Really appreciate your collaborative attitude, and eagerness to do the right thing for the customer (without even taking credit for your efforts)!! A VPN engineer and a Voice engineer were able to sync up and provide a collaborative approach to solving problems! Baktha
Sev 1 SR: Unity 7 One way audio from 1 site over VPN tunnel:
“Brad Magnani was extremely helpful in figuring out the solution. He managed to team up the call manager team, firewall team and gateway team to bring a solution for the issue…”
Customer Transactional
Survey/CSE feedback:
“It turned out to be about a 7 hour case from start to finish, however it wouldn't have been possible without the collaboration resources we now have at our disposal. It collectively took all 4 of us to come to a solution and determine where the issue was. Thanks to you and everyone who has made this “solutions” process possible.
Customer letter:
“Thank you both for your partnership and commitment to our success… looks like you were on this pretty late into the night. This is TAC support and cross technology collaboration at its best. “
© 2012 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Used by permission