Cisco’s Technical Assistance Center Jeff Tamer TAC Manager, CA www.cisco.com/tac Change this graphic to this standard vignette that represents technical support (73600s18)…..

Mission Statement Remove all barriers to customers’ successful deployment of global networks by understanding their needs and exceeding their expectations.

Cisco TAC - The Goals High customer satisfaction Fast time to resolution Proper engineering solutions Courteous service Efficient service

Global Backbone Services H London Brussels Tokyo Seoul Beijing San Jose RTP, NC Sydney Support Backbone Main TACs Satellite TACs. 75,000+ Cases / month 4.5+ Overall Satisfaction 24X7 WW backbone / 140+ languages 1400+ TAC Engineers (400+ CCIE’s)

TAC Technology Teams E GCC S C A L T CAP I O DE N GPS Global Contact NMS Voice / AVVID Routing Protocols Wireless / Optical WAN Switching DSL Cable WAN / ACCESS Network Scalability Campus IBM LAN SECURITY E S C A L T I O N Case Handling Service Level Priority Tech. Description Contact Details GCC Global Contact Center : Live Handoff Hotline : USA +1 800 553 2447 CAP DE GPS Phone Q E-Mail : tac@cisco.com The Global Contact Center agent completes the following functions: . Open a case . Verify customer entitlement . Discuss and set priority (the customer set the priority) . Dispatch to a Technical Response Team Each TAC employs a Global Call Center (or CRC customer response center) to answer and dispatch calls, and it has a series of Technical Response Teams to address and resolve technical problems. The Global Call Center handles all incoming telephone and e-mail messages. Technical Response Teams handle calls from a telephone queue or a callback queue and carry problems through until calls are closed. People in the TAC perform various roles. Customer Response Center (CRC) agents answer customer calls and dispatch/queue problems/cases to CSEs depending on the technology involved. (so no product teams but technology teams). The TAC has implemented key processes to ensure timely delivery of high-quality solutions. From the moment a call enters the Global Call Center to the time a problem is resolved and closed, Cisco measures response time, notifies key management of the status of unresolved calls, and escalates problems to the right engineers to ensure customer satisfaction. Although TACs are located in several global locations, customers need to know only one number to contact the TAC. Many countries have their own Cisco toll-free numbers, and customers can always contact the TAC through a nearby country if no local number is available. No matter when a call comes in, customers are automatically connected with one of the TACs worldwide. TAC engineers share information with each other through Cisco's internal network. Through geographic interconnection, TAC engineers can work collaboratively on problems across time zone boundaries, and customers who call the TAC after local business hours can receive seamless Cisco support. Call-back or E-Mail Reply Web : www.cisco.com

Customer / Partner Determines Priorities Priority 1 Priority 2 Priority 3 Priority 4 Production network down Critical impact to business operations 24 hour Cisco and customer commitment No work-around available Network severely degraded Cisco and customer committed during business hours No work-around available Significant impact to business operations All calls are entered using one of these four priorities. In addition, a customer can change the priority at any time, through one the following ways : . CCO . Global Contact Center agent . The call owner . Duty Manager. The call management system automatically notifies Cisco managers (all the way up to the CEO on critical network-down problems) if cases are not resolved within pre-determined times after the call is first received. Network functionality degraded Business operations noticeably impaired Cisco and customer in frequent contact Installation, upgrade or configuration assistance General assistance General product information

Automatic Problem Escalation Priority 4 (General Assistance) Elapsed Time Priority 1 (Network Down) Priority 2 (Severe Impact) Priority 3 (Impaired Ops.) 1 Hour TAC Manager Director VP, Cust. Advocacy President 4 Hours TAC Manager VP, Cust. Advocacy President Director 24 Hours 48 Hours TAC Manager Director 72 Hours TAC Manager 96 Hours

Ask for the Duty Manager How to contact the Duty Manager TAC Duty Manager Responsibilities : Responsible for all escalations Rotating function between all TAC managers Available 24x7 Available in every TAC center, worldwide Call the TAC: USA : 1- 800-553-24Hr Int’l : +1- 408-526-7209 Ask for the Duty Manager How to contact the Duty Manager

Listening to Customers “ Every point of contact… Sets our priorities. ” Transactional Surveys Cisco’s Networkers’ Conference Executive Briefing Center Visits Customer Site Visits

New – Optional Web Based Bingo Transactional Survey http://www.cisco.com/pcgi-bin/front.x/websurvey/survey.cgi?case=A12345&key=1234567890 CISCO ENGINEER : CASE A12345 OPENED 06-JUN-2000 SURVEY SENT 06-JUN-2000 REPLY 08-JUN-2000 CUSTOMER : EMAIL : SITE : PROBLEM DESCRIPTION : (Q1) Overall handling of case..............(1-5) (Q2) Ease of Access to help................(1-5) (Q3) Timeliness of Problem Resolution......(1-5) (Q4) Communication of Problem Status.......(1-5) (Q5) Effectiveness of Solution/Information.(1-5) (Q6) Technical Expertise of Engineer.......(1-5) (Q7) Courteous Service.....................(1-5) (Q8) Part Replacement - Delivery Timeliness(1-5) (Q9) Part Replacement - Accuracy of Part...(1-5) (Q10)Part Replacement - Good working condition.(1-5) Customer comments stored with the case: Engineer/Manager/Executive notes stored with the case: New – Optional Web Based Bingo

Cisco TAC Web Site Mission The Technical Assistance Center (TAC) empowers customers by providing an online connection to Cisco’s wealth of knowledge and experience This a mission statement and graphics shouldn’t be the hero here.

Online Technical Support Benefits Save time and money Increase productivity and efficiency Enhance self-reliance Increase customer satisfaction and loyalty This page should have the best graphics and sharpest builds -- artwork needs to create sense of excitement and business professionalism around these benefits... Improve your competitive advantage

TAC Certification Signifies that a Cisco TAC engineer created technical content or reviewed (lab checked) content for accuracy and timeliness Ensures that technical content is refreshed regularly Applied exclusively to online technical content, the TAC Certification seal signifies that a Cisco Subject Matter Expert (SME) has either created the content or reviewed it for accuracy and timeliness The TAC Certification team is comprised of Cisco TAC representatives, all of whom have experience in the field of networking, as well as a specific expertise in hardware, software, and/or internetworking technologies

Major Sections of The Cisco TAC Web Site Top TAC Issues Product,Technology, and Solution Support Pages Tool Index Networking Communities Contact the TAC Common Tasks Guided TAC Search Select and Download Software Install and Configure Troubleshoot

TAC Home Page

Top Issues

Product Pages Hierarchical Design Find all the information relevant to your Cisco product in one place

TAC Technology Pages Hierarchical Design Organized for fast, efficient access to critical technical support functions...

TAC Software View software requirements by product Download and go

Interactive Search Natural Language Interactive Questions Task Based The Guide -. The Guide - Designed to eliminate the need to know how your question or issue is categorized, simply type in your question or product name and the Guide will point you to the most relevant info to your query.

TAC Troubleshooting Tools Most comprehensive collection of online troubleshooting tools in the industry

TAC Output Interpreter

Feature Navigator

TAC Compatibility Tools Most comprehensive collection of online product compatibility anywhere!

TAC Documentation Critical technical information at your fingertips

Click here for browser synchronization... Cisco Live! Can’t find your solution online? Use Cisco Live! Cisco representatives navigate you through the TAC web site by synchronizing browsers Click here for browser synchronization... I hate the word portal as it is meaningless to me and I feel lots of others. How about portal = resource, repository, warehouse, library, database, knowledgebase

Case Escalation Use the web to open a TAC case Even if you need to speak with a TAC engineer by starting your work on the TAC web site, you can save yourself valuable time by doing some initial diagnoses Properly diagnosed cases are moved faster through our TAC call center, allowing us to route you correctly to the team that can best address your problem.

TAC Web Tools Training www.cisco.com/ tac/ training Online training ensures that you are able to make the best use of the TAC web site! Our on line tutorials help IT professionals boost their Cisco network expertise. By giving our customers unlimited access to online training and online resources we're ensuring that they succeed in keeping their network running.

CyberSeminars New Resource: Costs less Awareness and excitement are growing! Saves the SE, AM, GSM organizations significant amounts of training time

The Newsletter Bringing updates straight to your desktop.

We Value Your Feedback Feedback mechanisms have been built into the TAC web site, allowing customers to provide input on future tool design and technical content

The Internet revolution is now rapidly moving towards touching consumers as much as it does businesses. It is starting to touch consumers in several ways - the way they buy products, how they communicate, how they educate their children. Today, it is relatively easy to have a high-speed Internet connection from the office, but only a tiny fraction of consumers have such access from home. As electronic commerce and other revenue-generating Internet applications continue to grow, however, everyone will eventually need fast, reliable and secure connectivity to everyone else. Long distance communications among family members and friends will be richer, with more video components. Entertainment options will increase and be more readily available. Consumers will be able to handle many time-consuming errands electronically from home. Children will have broader and more enriching learning experiences. The Internet will change the way people do things at home in ways that we are just beginning to imagine. I have a fun demo to show you which will demonstrate this exact point!! I hope you enjoy it.