Points of View

Cisco Case Study: Delivering World Class Customer Service

As we move along the Digital OneOffice journey to deliver better customer experiences, enterprises need to think big and take action in order to transform—involving many stakeholders, including service providers, as partners on that journey.


The aim of Cisco’s digital customer experience is for all touchpoints and processes across the organization to focus on executing its vision of customer experiences and building foundational capabilities. Cisco brought in three industry partners, and chose Infosys to play a critical role in the design and implementation of the WCCS program, using a breadth of IT and BPO services to support Cisco’s efforts to streamline process and create better customer experiences, including designing and deploying RPA solutions to reduce both customer and employee effort and transform the interaction model for customer service.

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