Cisco Invests $6 Million In Tech Support For China

Cisco Systems will invest over RMB50M (US$6 million) in China over the next year to expand its customer support services.

As the first step in its investment plan, Cisco inaugurated its Beijing Technical Support Center (TAC) on Friday.

“Cisco has a religious focus on winning the highest possible customer satisfaction,” said Doug Allred, senior vice president of Customer Advocacy and Worldwide Support.

“That’s why I am extremely pleased to announce the Beijing TAC, our latest deliverable in a series of support options for channel partners and customers,” continued Allred.

The Beijing TAC is managed by Cisco’s Asia Pacific TAC in Sydney and is one of four support centers in the world.

According to Cisco, TAC’s serve as nexus for all hardware and software maintenance and support services for Cisco’s partners and contracted customers.

The centers have at their disposal senior-level engineers, 30 percent of which are accredited as Cisco Certified Internetwork Experts (CCIE).

“As we increase our presence in the enterprise and service provider space, it is imperative that we offer unsurpassed service with high availability,” said Duh Jiabin, president of Cisco Systems China. “The China TAC kicks off our overall strategic plan to build up customer and partner support.”

“Over the next eight months, we plan to introduce a plethora of optional support offerings countrywide, including SMARTnet and 24×7 TAC engineers on-call,” he added.

SMARTnet is a service that provides online and telephone access to customers and partners complementing Cisco’s existing in-house support structure.