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Cisco WebEx Support

Increase customer satisfaction, ensure partner proficiency and reduce the costs of high-touch technical support for your global organization with Cisco Webex® Support provided by West.
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Accelerate diagnosis and resolution of technical issues for every aspect of your enterprise

Cisco Webex® Support provided by West delivers the high-quality audio and video with fluid data and file sharing necessary for efficient, effective virtual technical support on a global scale. Bring a personal touch to customer care through clear, crisp audio and high-definition video. Send partners to market your products and services with the confidence of interactive online support. And dramatically shrink the costs of providing help-desk services to colleagues in the office, around the country or across the seas.

Delivered through the Cisco Collaboration Cloud, Cisco Webex Support is easily implemented without the need for new software or hardware. Together, Cisco and West supply highly secure, highly available service with seamless VoIP audio, streaming video and data sharing.

With Cisco Webex Support your technicians can…

  • Expedite trouble-shooting and quickly resolve problems
  • Increase first-call resolution and decrease overall call times
  • Minimize the need for on-site visits and the associated travel expenses

Our robust feature set enables technicians to…

  • Diagnose and fix problems by working directly from the caller’s desktop via remote control 
  • Retrieve data and files directly from caller’s computers for analysis and repair
  • Update systems, apply patches and install new applications via the internet

To raise team productivity, your service managers can…

  • Monitor, queue and route support requests with our fully integrated WebACD system
  • Help technical reps sharpen service skills and problem-solving acumen through individualized reports
  • Train new technical reps rapidly and efficiently using recordings of actual call resolution 


Customer care at the click of a button

  • Click-to-connect functions from your web site, products or email signature
  • Immediate response or a message with estimated wait time
  • Callback option

Technical reps with virtual hands-on access

  • Technicians see & control callers’ desktops
  • Fixes applied by dragging & dropping
  • Multi-session console to scale support

Manage service with real-time analytics

  • Queue Manager allocates to sub-queues by percentages
  • Dashboard enables rules-based routing by availability or skill
  • Analytics reflect activity for each queue & individual rep

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