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.

Sign in to view or download this research.

Login

Lost your password?

Register

Weekly Digests/Newsletters: Overviews of the latest news, insight and research by HFS and the HFS Academy.

HFS Events: Exclusive invitations to HFS Webinars, Roundtables and Summits, bringing together key industry stakeholders focused on major innovations impacting business operations.

By registering you agree to our privacy policy.

Also in Points of View

BFSI firms need to refine their FinTech programs to focus on outcomes rather than partner identification

As we slogged through the first year of a new decade under the shadow of a global pandemic, the banking, financial services, and insurance (BFSI) sector is weathering this latest storm. The pandemic has re-contextualized digital, and BFSI firms have...

Automation Anywhere lobs a Hail Mary pass to Google, hoping to make its cloud-native automation dreams come true

The recent partnership between Google and Automation Anywhere (AA) has a lot more meat to it than your usual “we now integrate with…” RPA (robotic process automation) announcement. The need to automate processes in the cloud to deliver the data...

Join thousands of other users
already using HFS Research