Pegaworld 2016: Cisco Digital Agent - Reduce Service Costs - Improve Customer Satisfaction - Delivering World Class Customer Service (Presentation)
- 16 Pages
- 5.18 MB
Cisco deployed a digital agent concept, revolutionizing the Customer/Partner/Seller experience moving away from traditional case resolution approaches. Cisco’s use of intelligent routing and stratified service level agreements ensure consistency in predicting and meeting customer service expectations by deploying process automation and elite agents. Cisco’s World Class Customer Service reduces service costs by fifty percent – 60 Million dollars annually – meeting customer promise resolving issues by 98%.