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Avaya Achieves J.D. Power and Associates Support Certification
January 27, 2009
Avaya has achieved certification under the J.D. Power and Associates Certified Technology Service and Support (CTSS) Program (sm), one of the technology industry’s highest recognitions.
This certification acknowledges Avaya’s (News - Alert) excellence in delivering outstanding service and support in North America, a distinction held currently by only three other companies. It helps consumers and enterprise customers identify vendors that have demonstrated excellence in customer service among companies offering support services for technology.
The Technology Service and Support Program, which has been jointly developed by J.D. Power and Associates and the Service & Support Professionals Association (SSPA) evaluates overall customer satisfaction. J.D. Power and Associates is a global marketing information services company that conducts independent surveys of customer satisfaction, product quality and buyer behavior. The SSPA is a leading industry trade group for technology service professionals.
To achieve CTSS certification an organization must perform within the top 20 percent of customer satisfaction scores among companies nationwide that offer technology support. This is achieved by passing an audit of support policies and procedures and by meeting J.D. Power and Associates’ technology industry benchmark customer satisfaction results.
J.D. Power evaluated Avaya on its assisted service using phone and e-mail communications, non-assisted Web knowledgebase and self-help service programs, as well as its on-site field service. Customer satisfaction data was collected from customers of Avaya to evaluate core, assisted, non-assisted (Web), and field service. In its audit findings, J.D. Power recognized Avaya for delivering ‘An Outstanding Technology Services and Support Experience.’
“Gaining J.D. Power and Associates certification is an important achievement, and it reinforces Avaya’s tradition of delivering the highest quality of customer support and service,” says Christopher Formant, president of Avaya Global Services. “Avaya continues to invest in creating the types of service offers and expertise that led us to this distinction, and in these volatile and challenging economic times, companies that are evolving their communications can count on reliable, consistent support from Avaya.”
“Avaya demonstrated their commitment to delivering service excellence by joining the group of companies that have secured the prestigious the CTSS certification,” adds Stephen Smith, executive director of the SSPA. “This program is among the highest levels of recognition for technical service and support and places Avaya in the company of other leaders in the industry.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Jessica Kostek
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