TAC Vision & Strategy

1. Make TS the compelling reason to repeatedly choose Cisco
TAC Vision & Strategy

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3. • Connected TAC
• Knowledge Digitization
• Faster Cisco Support Engagement
• Q&A
Agenda

4. From The Customer Lens
Availability Performance Security
Mitigate my
risk
Know my
network
Keep my
data
secure
...
Keep my
costs
down
Effortless, Proactive, Digital Experience
Driving Customer Loyalty
Take
complexity
out of my
hands
%
%
%
%
%
%

5. 400M + Devices in our Install Base – only 1% connected
Over 200,000 customers - millions of customer interactions per year
Tremendous body of knowledge – 15,000 digitized knowledge nuggets, and growing…
Shift to proactive engagements
Detect  Remediate
Opportunity

6. = 
Pervasive
network
connectivity
Access to data
we need
when we need it
Augmented by
our digitized
TAC IC…
Proactive issue
detection and
risk mitigation
High value
outbound
engagements
Reduce risk and
cost
Increase network
availability,
performance and
security
Drive digital growth
…and our
exceptional
talent
* * *
The Connected TAC Value Proposition
Automation at SCALE

7. TAC Innovation on this Journey - some examples
BDB/BORG
Digitizing knowledge
Automating reuse and
notification
Faster Cisco
Start
Effortless, fast TAC
engagement
TAC Spark
Multichannel
collaboration
CLI
Analyzer
Device Health check

8. BORG &
Digitized TAC Knowledge

9. • Every year, Cisco TAC handles 1.8 million+ customer reactive cases.
• The average time to solve these issues is measured in days, not minutes.
• Customers are expecting us to move from reactive support to preemptive
and predictive. This coincides with Cisco attempting to move to a Level 3/4
B4B supplier.
The Problem

10. What is BORG?
• BORG is an automatic problem
detection, alerting, and reporting engine
• Gateways process Cisco device data
against the digitized knowledge
(modules) created by over 700 engineers
• Detects problems, bugs, compliance
issues, RMA reduction solutions, crash
decodes, best practices, EoX
notifications, and more.

11. 1. Customer opens SR for bad flash on ASA
2. Customer uploads the show tech file
3. ASA Show Tech Parser runs automatically, detects the problem, emails the engineer
4. Engineer notifies the customer about the bug
Analysis completed
within 8 minutes of show
tech upload!
Unnecessary RMA
Prevented!

12. WLC
UCS
Expressway
CX/PRSM
IOS
FWSM
ESA/WSA/SMA
Cases
IOS Cores
StarOS
NXOS
ISE
NXOS Cores
Jabber
Anyconnect
IOS XR
ASA
Voice OS
WAAS
IPS
DCNM
CliQr
UCS Director
DCNM
Nexus Data Broker
IMC Supervisor
Nexus Fabric Manager
Cisco Process Orchestrator
Tidal Enterprise Scheduler
UCS Central
RedHat
SUSE
Hyperflex
UCS S-Series
VMWare / ESXi
SAP
Collaboration Endpoints
DCM
MSE
IM/Presenece
Tetration
CSC
Unity
Prime
ACI
ACE
Firepower
CSM
VMS
Acano
NAC
ONS/CTC/TS
DMSACS
Stealthwatch
TMS
Cisco VisionHLM
AnyRes
IoT
DCNS/EC
CUCDM
StorMagic
CUAC
CPS
DCNS/EC

13. Knowledge Digitization

15. Scanning
480
distinct files
BDB/BORG BDB/BORG
Out of
3720
known issues detected
5833
Active modules of
intellectual capital
Related to
300
service requests
Every single
hour!
Are running up to
35 000
Tasks
And detect
600
high severity issues (16%!)

16. CLI Analyzerhttp://cway.cisco.com/go/sa

17. Overview

20. Case Create
• Entitlement completed
upfront
• Diagnostic data auto
collected and added to
your case
• Create a case and add
diagnostic data within
minutes!

21. Contextual Help & Highlighting
Popup window
displayed upon
clicking link.
• CLI output is flagged
based on TAC rules
• Text is color coded
based on severity and
turned into a clickable
hyperlink
• Detailed explanations
available via link back to
cisco.com (see documentation)

22. “It is a frictionless method to engage TAC.” - Quote from user study research
S1/S2: Connect Premium Customers with Engineers
Faster Cisco Support Engagement

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• Customer opens case using Support Case Manager at
cisco.com
• Customer is provided Call Me button** to reach engineer
• All TS Advantage Customers (Bronze, Silver, Gold, Platinum)
will have S1/S2 case open available.
• **Call Me button limited to 10 countries: UK, Australia, Mexico,
Canada, Brazil, Austria, France, Germany, Netherlands, and US
Phase 1- June 11th
• Accelerated access to engineer when customers
need us most (S1/S2 cases)
• Reduce customer effort and case open time
Introducing Faster Cisco Support Engagement
Process
Benefit
Eligibility
Launch

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Current: Engagement initiated via TAC Frontline
Call 1-800 Create Accept Troubleshoot Solve Close
S1/S2: TAC Frontline Agent
creates the case and transfers to
Engineer
New: Engagement initiated from cisco.com
Customer
creates case
Accept Troubleshoot Solve Close
S1/S2: Direct
connection to
Engineer

25. Customer Experience

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Current: Support Case Manager
Customer is able
to open S3/S4
cases only.

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New: Faster Cisco Support
Engagement
Customer enters
Serial Number or
selects a Product and
clicks “Next”.
Customer selects
severity level of
situation.
Note: S1/S2 would be unavailable if
customer is not TSAdvantage.

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New: Faster Cisco Support
Engagement
Similar to today,
customer provides
details and selects
problem area.

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Contact information
will be pre-filled if on
file. Customer can
update preference for
case if needed.
New: Faster Cisco Support
Engagement

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SR number is created and
customer can click Call Me to
connect to TAC engineer directly.
Note: Call me function only available for 10
countries (see next slide).
New: Faster Cisco Support
Engagement

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Call Me feature available in the following 10 countries
US, Canada,
Mexico, Brazil
Austria, France
Germany, Netherlands, UK
Australia

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Thank you for being a valued Cisco
customer.