Platform
Digital-first, unified engagement hub
ANNOUNCEMENT: Khoros acquires CX innovator Topbox and closes significant new growth investment from Vista Equity Partners Learn More
Digital-first, unified engagement hub
Online brand communities for enterprises
Enterprise CX analytics from Topbox, recently acquired by Khoros
Channel and tech integrations to provide a seamless customer experience
Increase agent efficiency and get contact center insight
Self-service support, education, and collaboration
Content management, publishing, and governance
Our in-house experts in social media and community management for Khoros customers
Data integrations for better customer experience
More than onboarding and implementation, this is where our partnership begins
Join us for live webinars and other events, like Khoros Engage
Watch webinars and events on your own time
Whitepapers, checklists, on-demand webinars, guides, and more
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
15+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Connect with 70K+ customer engagement professionals
Find solutions and support for Khoros products here
Digital-first, unified engagement hub
Online brand communities for enterprises
Enterprise CX analytics from Topbox, recently acquired by Khoros
Channel and tech integrations to provide a seamless customer experience
Increase agent efficiency and get contact center insight
Self-service support, education, and collaboration
Content management, publishing, and governance
Our in-house experts in social media and community management for Khoros customers
Data integrations for better customer experience
More than onboarding and implementation, this is where our partnership begins
Join us for live webinars and other events, like Khoros Engage
Watch webinars and events on your own time
Whitepapers, checklists, on-demand webinars, guides, and more
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
15+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Connect with 70K+ customer engagement professionals
Find solutions and support for Khoros products here
Cisco Systems is the worldwide leader in IT solutions, helping companies seize the opportunities of tomorrow through innovative connections. At Cisco, customers have always come first. One of the most important ways that Cisco supports customer success is by sharing the expertise of their more than 4,000 Technical Assistance Center (TAC) Engineers on Cisco.com. But before Cisco partnered with Khoros, they struggled with how to motivate and empower their TAC Engineers to share their critical knowledge with a global population. In order to improve the process of sharing expertise with customers, Cisco onboarded Khoros Community.
Although Cisco’s TAC Engineers possessed immense knowledge, Cisco struggled with how to make that knowledge accessible to their customers. Cisco needed the tools that would enable their engineers to create content at scale and they needed a way to get the ball rolling on content sharing. With Khoros, Cisco found a way to seamlessly transform the expertise of their TAC Engineers into content their customers and partners could use to improve their business operations. Together, Cisco and Khoros developed the idea to motivate TAC Engineers by hosting a competition with the chance to win a two-week work rotation at any global TAC location. The competition, called the Knowledge Champions League (KCL), consists of engineers collaborating to create articles within Tech Zone, Cisco’s internal workflow-enabled community. Articles are then published to the Cisco.com support site where customers and partners can access them to problem-solve. The KCL team who creates the highest volume of impactful content wins the grand prize. Although only one team wins, all KCL participants realize the benefits of working collaboratively in global teams across technologies: building their network of contacts, building cultural awareness, and strengthening their collaboration skills while developing articles.
Cisco’s goal was to encourage collaboration among their TAC Engineers while creating valuable content for Cisco.com. Through their partnership with Khoros, Cisco found success: increasing their articles published annually by 47%. As Cisco continues to motivate its TAC Engineers to share their wealth of knowledge with customers, Khoros is there to help manage and publish content on their community at scale.
Khoros Community and worked with Khoros to develop a KCL competition that encourages TAC Engineers to create content.
The winning team a two-week rotation to work remotely from a Cisco Customer Support Site.
Their competition to have a first phase qualifying period in which each engineer had to qualify as top contributors and a second phase with top contributors competing in teams.
The sustainable behaviors of collaboration, teamwork, and healthy competition resulting in high-quality, impactful content for customers.
“Khoros has fundamentally changed the way Cisco creates and consumes knowledge in Technical Services.”
The Khoros community helped Cisco gain record-high support content satisfaction scores through the number of views of TAC Engineer-authored articles. As a result, Cisco realized an approximate $54.2M in case deflection savings for the first year of their partnership with Khoros — more than double their savings from the previous year. Cisco also measured the output of KCL participants and compared it with Tech Zone active users that were not part of KCL. On average, KCL participants created 5 times more content than non-KCL participants.
More content from KCL participants compared to non-participants
Increase in articles published annually
Yearly customer views of external KCL-generated content