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The Cisco Global Onsite Services (OSS) team is an integral part of the company`s successful support delivery organization. The OSS team is based in four locations (San Jose, California; Raleigh, North Carolina; London, United Kingdom; and Sydney, Australia). The team`s primary responsibility is to provide onsite support on Cisco products globally through the effective use of more than 10,000 third-party field engineers and more than 355 parts depots worldwide.
The Onsite Services team handles coordination, call management, onsite field service, and technical assistance, for onsite contracts and billable services. A key differentiator for Onsite Services is its use of the Virtual Internetworking Support Engineering (VISE) support mechanism. Under the VISE, the Onsite Services engineer remains in constant contact with the field engineer. By doing so, the Onsite Services engineer maintains control of the call and can address very quickly any problems or difficulties encountered by the field engineer. The customer benefits from the experience and expert technical knowledge of the Onsite Services engineer combined with the rapid availability of the third-party engineer dispatched onsite.
The Onsite Services team consistently delivers very high customer satisfaction levels and is a critical component of the Cisco service delivery infrastructure. In a recent Data Communications magazine user survey, Cisco was ranked best among internetworking hardware vendors in speed of problem resolution by onsite technicians.