The key to getting the most out of your IT infrastructure is to have great support behind it. Find out why IDC chose Cisco as a leader for support services.

These days, having a good IT backbone is crucial for business operations—regardless of your type of business. And when your IT doesn’t work as it should, it’s imperative to get it fixed as soon as possible. To do that you need support you can rely on. 

The Cisco support services team is constantly working to remove friction from the support experience. We’ve made our Smart Net Total Care more proactive and effective with Cisco Technical Assistance Center (TAC) innovations like Virtual Engineer–giving customers results at the speed of lightning. And our Solution Support provides a single, dedicated point of contact for multi-product, multivendor environments. Services like these show that we understand what a crucial role support can play in helping your organization run smoothly—whether it’s enabling your day-to-day IT operations or helping you innovate the customer experience. But don’t just take our word for it.  

The 2022 IDC MarketScape survey asked over 1,200 enterprise customers to identify the leading benefits of using support services. The top three were: 

  1. Improved hardware performance and better overall hardware satisfaction
  2. Faster incident resolution
  3. Easier incident resolution

Eighty-five percent (85%) of the surveyed enterprises mentioned support services as a key differentiator when choosing vendors. And IDC specifically recommends looking for vendors that “invest in a deepening relationship and not just selling systems.” 

No matter your type of business, Cisco understands that in order to keep business operations running smoothly, you need support that is there for you when you need it most—with a company that is vested in your success.  

“Cisco has provided us with support during difficult and challenging times. The combination of Cisco Solution Support, TAC, sales and the customer experience team showcased solid teamwork with unparalleled customer focus. During a recent contact center outage, the Cisco team came together around the clock to get to the root cause of the problem and continued to pursue the issue to its complete resolution, even after discovering the cause was a non-Cisco issue.”

—Rajeev, Fortune 500 health care client

This same IDC survey surveyed 11 support providers with extensive support portfolios for enterprise networking equipment, data center networks, servers, and storage systems, and then ranked these providers into categories. 

IDC MarketScape Report
Read the IDC MarketScape Report

Cisco CX was ranked by IDC in the leader’s section of support services providers, in part because of our understanding of the importance of post-sale support and the fact that our support organization focuses today on customer experience. We also scored points for our comprehensive services portfolio, which includes Cisco Managed Services, Business Critical Services, and Success Tracks. And we were lauded for both the depth of knowledge held by our own and partner technicians and our online self-help capabilities that help customers like you quickly resolve their own issues.

“Led by their continuing investment in service delivery innovations and a focus on driving customer outcomes, Cisco CX has cemented their leadership in the 2022 IDC MarketScape assessment for support services with fast issue resolution and helping customers get the most from their Cisco technology.”

—Rob Brothers, Program Vice President, Datacenter and Support Services, IDC

We want our customers to think of us as their strategic partner, always there when you need us. Click to learn more about the benefits and value you can gain from Cisco CX.  
Download the 2022 IDC MarketScape. 


Rajan Panchanathan

Vice President, Product Management

Customer Experience (CX)