In reply to Dan W.

Hi Lori and Dan,

Thanks for your thoughts on this topic. As a member of the Cisco Ease of Doing Business team supporting Joe Pinto, Curt Hill, and others, I’d like to take a moment to respond to your question.

When it comes to the role of video in our Technical Support delivery, that's something we're investigating. As part of our ongoing investment in evolving the support process, we continually look at the role that technology can play in our Customer-TAC Engineer interactions and conduct limited trials to test new approaches. That being said, we've found in our customer listening, surveys, and focus groups that video-based [and Avatar-based :-)] interaction during the troubleshooting process is not a top request from our customers.

Thanks,

Barbara