Cisco CISCO WEBEX SUPPORT CENTER WBS30 Information Guide
© 2010 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
Page 3 of 3
Customer Case Study
other serious problem that caused an interruption in our services in a certain location, we could re-
route all of the support traffic to another location,” says Mahmoud. “WebEx WebACD gives us the
flexibility to respond to local crises without inconveniencing our customers in any way.”
route all of the support traffic to another location,” says Mahmoud. “WebEx WebACD gives us the
flexibility to respond to local crises without inconveniencing our customers in any way.”
In addition to helping develop plans for business continuity, WebEx technology’s dynamic routing
capability has enabled Cisco to enhance its international customer support for the Linksys by Cisco
products. “We offer chat support in five languages, but before WebEx WebACD, a German
customer who joined a chat session would still see an English interface even though they were
getting German-language support,” says Mahmoud. “Now, we can use WebEx technology to not
only localize online support, but also map support requests from different countries to specific
queues. We’re in a better position to provide the best possible customer experience, no matter
where in the world our customers are located.”
capability has enabled Cisco to enhance its international customer support for the Linksys by Cisco
products. “We offer chat support in five languages, but before WebEx WebACD, a German
customer who joined a chat session would still see an English interface even though they were
getting German-language support,” says Mahmoud. “Now, we can use WebEx technology to not
only localize online support, but also map support requests from different countries to specific
queues. We’re in a better position to provide the best possible customer experience, no matter
where in the world our customers are located.”
Next Steps
In the future, Mahmoud and his team plan to explore additional WebEx technologies and integrate
even more features into chat-based support sessions. “Working with the Cisco WebEx team has
completely changed how we deliver support,” says Mahmoud. “We’ve had a lot of success using
WebEx solutions, and we’re excited to see how the technology will evolve so we can continue to
improve the customer experience.”
even more features into chat-based support sessions. “Working with the Cisco WebEx team has
completely changed how we deliver support,” says Mahmoud. “We’ve had a lot of success using
WebEx solutions, and we’re excited to see how the technology will evolve so we can continue to
improve the customer experience.”
For More Information
To find out more about Cisco WebEx, go to http://www.cisco.com/web/products/webex/index.html.
Product List
Cisco WebEx