Cisco Cisco WebEx Support Center WBS29.11 Data Sheet

Cisco WebEx Support Center  

Remote Support

Product Overview

Deliver Hands-On Support without 
Costly Onsite Visits 

Reduce travel by offering customer 

support and service to both internal 

employees and customers remotely. 

Accelerate resolution and cut costs by 

delivering personalized service with 

streaming VoIP and high-quality video. 

Easily monitor, queue, and route support 

requests with a fully integrated Cisco® 

WebACD automated-call-distribution 

(ACD) system. Improve customer 

satisfaction by providing high-quality 

support and resolving issues on the first 

call. Troubleshoot and fix issues directly 

on your customer’s remote desktop. 

Invite a subject-matter expert to join 

your session instantly.

Optimize Support with Recording and 
Reporting

Provide better customer service  

and improve compliance using  

network-based recording to document 

sessions, expedite incident resolution, 

and train new support staff.  

Access recordings easily from your 

Cisco WebEx® site. Analyze and improve 

support processes using the detailed 
reporting function.

Count on Cisco for Secure, Scalable 
WebEx Service That Works Across 
Firewalls

Cisco WebEx services are delivered 

on-demand over the global Cisco 

WebEx Cloud. No software or hardware 

installations are required, making these 

services easy to implement and scale 

as your needs change. Security of 

your support sessions is assured using 

encryption technologies such as SSL 

and AES. Beyond its own stringent 

internal procedures, the Cisco Office of 

Security engages multiple independent 

third-parties to conduct rigorous audits 

against internal policies, procedures, 

and applications every year. These 

audits validate mission-critical security 

requirements for both commercial and 

government deployments.

Cisco WebEx Remote Support 

Highlights

• Boost support representative 

productivity.

• Provide more personalized support 

with high-quality video.

• Accelerate diagnosis and problem 

solving by working directly on remote 

customer desktops.

• Decrease call times, increase first-

call resolution, reduce the number 

of onsite visits, and reduce overall 

support costs.

• Meet and exceed service-level 

agreement (SLA) objectives and 

increase customer satisfaction.

“Recently, we had a team in Asia who 

needed to troubleshoot an issue for a 

user located on a remote Indonesian 

island. It would have cost thousands of 

dollars to travel to the island, but with 

WebEx technology, we were able to log 

into the computer remotely and fix the 

problem.”

— Adam Bricker, CIO, World Vision

© 2015 Cisco and/or its affiliates. All rights reserved.