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Cisco Systems - Device Analyzer

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: Cisco Systems, Inc., Research Triangle Park, NC, USA
Company Description: Founded in 1984, Cisco pioneered the development of Internet Protocol (IP)-based networking technologies. This tradition continues with the development of routing, switching, and other network-based technologies such as application networking services, collaboration, security, storage area networking, TelePresence systems, unified communications, unified computing, and video systems.
Nomination Category: Products & Product Management Categories
Nomination Sub Category: Best New Product or Service of the Year - Software - Web Services Solution

Nomination Title: Cisco Device Analyzer Automates Diagnostics and Recommends Solutions

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and performance to date.

What if you had an urgent issue with an electronic device or home appliance and, instead of calling a service technician, could instantly connect it to software that ran diagnostics and delivered solutions?

Cisco has been automating this type support for powerful network devices. As a result, business customers are resolving device issues faster – and everyone is saving time on calls to Cisco Support.

What’s the premise?

As networks grow more complex, identifying and solving device problems become crucial to business success. IT customers need fast ways to run diagnostics and take corrective action.
This is why they have embraced the Cisco Command Line Interface (CLI) Analyzer service.

How does it work?

The CLI Analyzer service – accessible from the Support home page – combines software-based automation and engineer knowledge to help solve device problems in three simple steps:

1. The customer installs the CLI Analyzer and then remotely connects the problem device to the Analyzer through a Secure Shell (SSH) session.

2. The customer selects “System Diagnostics.” This activates digital scripts, authored by Cisco engineers, which swiftly run diagnostic commands and collect data from the device. After analyzing the data at speeds not humanly feasible, the CLI Analyzer identifies issues such as system errors or configuration mistakes – and then recommends solutions.

3. Results in hand, the customer takes action to restore service or, if the issue is severe, opens a case with Cisco Support directly through the Analyzer. The web service automatically sends Cisco engineers the device output they need to expedite resolution.

Besides detecting device irregularities and best practice violations, the CLI Analyzer can apply engineer knowledge to configure products running on specific Cisco operating system software. Customers can also use the Analyzer to match crash scenarios to software bugs, identify Internet Protocol “top talkers” to ease network congestion, and simulate sending packets to find the causes of packet drops.
This web service is first in a series of automated support innovations that “digitize” Cisco engineers’ vast knowledge, turn it into machine-to-machine solutions, and – as of 2017 – enable a new generation of Cisco Cloud-to-machine solutions.

What’s the customer impact?

CLI Analyzer monthly usage grew 215% during 2016, up from 12,242 unique users in January to 30,615 unique IT users.

In a two-month tracking period, more than 3,100 companies analyzed 6,700 devices and corrected 3,200 problems on their own, without having to call Cisco Support for assistance.

Want a closer look?

In addition to viewing the brief video demo, you can see the CLI Analyzer’s user-friendly interface by logging into the application or by checking out the Help Guide. See the links below.

In bullet-list form, briefly summarize up to ten (10) of the chief features and benefits of the nominated product or service.

The Command Line Interface Analyzer service:

1. Connects directly to a problem device.
2. Automatically runs diagnostics and isolates root causes of the problem.
3. Recommends solutions that the customer can immediately implement.
4. (If the issue is severe) Automatically packages diagnostic files and other device output, and sends it to Cisco Support for remedial action, saving customers time on support cases.
5. Flags other device issues for preventive maintenance purposes.
6. Assists customers in configuring products running on specific Cisco operating system software. Configuration is often a daunting network task; CLI Analyzer simplifies it.
7. Enables the customer to run simulations (including crash scenarios), and to test for causes of network congestion or other issues.
8. Opens the door to advanced support automation, in which diagnostics and even remedies are embedded within products and/or instantly available from the Cisco Cloud.