New E-Support Title from Cisco Press Demonstrates How Cisco® Saves Millions and Improves Customer Service E-business Books Added to Networking Technology Line

Indianapolis, IN-September 9th, 2002
How do you make the move from business to e-business? How do you get most of your business-to-business transactions on-line, improve customer service, empower your customers, and save millions of dollars? Cisco Press announces a new title that tells how Cisco Systemsâ does exactly that with their e-support site, TAC Web.

E-Support: How Cisco Systems Saves Millions While Improving Customer Support, published this month, consists of easy-to-read, non-technical interviews with the managers of TAC Web, Ciscos award winning e-support system. Those who built and run TAC Web tell readers exactly how they did it, with practical, nuts-and-bolts advice on all aspects of their successful site, including

Site architecture
Metrics
Marketing
On-line communities
Competitive analysis
E-Support also features an insightful foreword from John Chambers, President and CEO of Cisco Systems.

"Cisco TAC Web the Cisco Systems e-support is an integral part of our e-business

strategy by allowing Cisco to reduce the number of phone calls, and telephone technicians,

while still providing immediate and thorough customer service, which is our number-one

priority. This allows both Cisco and the customer to reap the productivity benefits e-business

solutions offer."-John Chambers, President and CEO, Cisco Systems, Inc.

In a full line of networking technology and certification and training books, E-Support is one of the first e-business titles to be published by Cisco Press. Following in September, Cisco Press will add two more e-business titles, Cisco Internet Applications and Solutions Self-Study Guide: Cisco Internet Solutions Specialist and Cisco Internet Architecture Essentials Self-Study Guide: Cisco Internet Solutions Specialist. Aimed at a more technical audience, these titles will prove valuable to systems and network engineers, network managers, and candidates pursuing the CISS specialization.

E-Support: How Cisco Systems Saves Millions While Improving Customer Service

Andrew Connan and Vince Russell

ISBN: 158720052X $ 24.95

About Cisco Press®

Cisco Press (www.ciscopress.com), a partnership between Cisco Systems® (NASDAQ: CSCO) and the Pearson Education division of Pearson plc (NYSE: PSO), is the official publisher of Cisco® certification and technology learning materials. With products designed to help users prepare for Cisco certifications and master a diverse range of technologies, Cisco Press provides users with a variety of products to suit their learning styles.

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