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
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!
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%!)
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
