Cisco CX Services Transformation with Infosys and AWS
Cisco is the worldwide leader in technology that powers the Internet. Cisco hardware, software and service offerings are used to create Internet solutions that make these networks possible, giving individuals, companies, and countries easy access to information anywhere, at any time.
In this video, Nasir Mohammed, Director, Service Delivery – IT at Cisco, talks about the transformation of CX (Customer Experience) services and the partnership with Infosys. Cisco CX services provide post-sales technical support services to its customers based on their service contracts. CX services contribute major revenues for Cisco annually, serving millions of active contracts and billions of installed devices.
Cisco uses the Storage Connect platform to provide technical support services. It was hosted in their data center and faced issues such as scalability, latency and downtime, which affected customer experience.
Cisco partnered with Infosys to develop a modern cloud-native scalable, highly available, high-performing, resilient and more secure platform. Infosys evaluated various products, redesigned the application, and migrated approximately 1 petabyte of attachments from Cisco on-prem to AWS cloud.
With the new always-on platform, Cisco has significantly increased agent productivity and enhanced overall customer experience during the service request lifecycle.