Cisco: World class customer service
By Partnering with Pega, Cisco has digitized their customer service function to provide real-time “sense and respond” across their global service chain. They have done this by employing intelligent routing and service automation to deliver the accuracy, consistency and quick responsiveness that customers demand.
Through process automation, they have eliminated 4 million hours of customer wait time and up to 93% of human touch on non-value added work.
Research & Insights