Knowledge is power. Knowing that we have a problem focuses energy on solving the problem. Given the frenetic pace at which we add new functionality and platforms, we also need to have visibility into our sustaining needs for products that are already on customer's networks. Feature Navigator was launch November 2000 to help our customers find features from release to release. Feature Navigator, an example of e-support, provides a quick reference guide for features and functionality across IOS versions.
Usability studies indicate tremendous productivity improvements through e-support.
The Technical Services organization is in the process of evaluating, updating and redesigning tools and business processes to improve the efficiency with which technical issues are resolved. Customer profiling will help engineers know more about customer networks, the products in plane and case histories, thus reducing time to understand issues and their context. Additionally, skills based routing of TAC cases will help customers get to the correct engineer or team, smoothing case routing and reducing time to issue resolution. Inc. All rights reserved. Important Notices and Privacy Statement .