We are humbled to announce that Cisco has been recognized by J.D. Power for providing “An Outstanding Customer Service Experience for its Global Certified Technology Service and Support” in 2021.

J.D. Power 2021 Award - Certified Technology Service & SupportFor those of you not familiar with the Global Certified Technology Service and Support certification, it means that we meet the highest industry standards for Technical Support Services.

The certification process evaluates technical support services capabilities and how customers experience those services. A rigorous onsite audit process and a customer experience survey were used to evaluate Cisco against best-in-industry benchmarks, including over 250 best practices for delivering technical support. The results placed Cisco among the industry’s top support services performers, with a score of 90 percent or higher in all audit categories, including Assisted Support, Unassisted Support, and Depot service channels.

We want to thank all our customers who shared their experiences with Cisco’s Technical Assistance Center (TAC), our self-service web portals, and our RMA service from Smart Net Total Care. You provided overwhelmingly positive feedback that landed Cisco in the top 20 percent of companies in the telecommunications industry.

Some of the innovations we are proud of include the introduction of a virtual engineer, zero touch RMAs, ML-based logfile anomaly detection, and the use of Webex spaces for troubleshooting interactions requiring an engineer. These have helped us automate the way we deliver support, making it more efficient for you and leading to a faster mean time to resolution (MTTR) KPI for your team.

Below is a sample of how our support can automatically run diagnostics and submit for an RMA

In addition to receiving the prestigious J.D. Power Certified Technology Service and Support certification, Cisco also won many Technical Services Industry Association (TSIA) STAR awards last year. With these awards, TSIA honors technology organizations for their innovation and excellence in a given category. Cisco took the 2021 winner spot for innovations in four areas: Customer Portals, Customer Success, Leveraging Analytics for Service Excellence, and Support Services Automation.

Many of the innovations that earned us these awards are incorporated into CX Cloud, your one-stop digital gateway for maximizing the value of Cisco investments. And you can look forward to future innovations, as we are continually extending the capabilities of CX Cloud to provide you with even more insights and best practices that boost productivity and performance, anticipate risk, and accelerate your success.

Finally, the certification means that listening to our customers and ensuring the best quality of your experience will continue to be Cisco’s top priority.  If you are a Cisco Support customer, make sure you are taking advantage of all the resources available to you today.


Check out the Cisco Support Community

and request a live demo of CX Cloud.


Disclaimer: J.D. Power 2021 Certified Technology Service and Support Program, developed in conjunction with TSIA, is based on successful completion of an audit and exceeding a customer satisfaction benchmark for assisted support operations. For more information, visit jdpower.com or tsia.com


Rajan Panchanathan

Vice President, Product Management

Customer Experience (CX)