Contact Center Solutions Featured Article

Honoring their company's ability to deliver excellent support and services to customers, J.D. Power and Associates has presented Avaya with J.D. Power and Associates Certified Technology Service and Support (CTSS) program certification.

 

Not only is the certification recognition of the company's outstanding services, but places Avaya along side only three other companies currently holding the recognition.

 

Avaya is a global provider of business communications applications, systems and services. The company provides more than 1 million businesses worldwide with solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes.

 

Christopher Formant, president of Avaya Global Services commented on the recognition:  “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.”

 

The program Avaya was certified under not only evaluates overall customer satisfaction but also helps consumers and enterprise customers recognize which vendors offer top customer support services for technology.

 

Certification is given to those organizations that perform within the top 20 percent of customer satisfaction scores among other nationwide companies offering technology support and must pass an audit of support policies and procedures, among other qualifications.

 

For Avaya's evaluation, J.D. Power and Associates looked at and collected data on phone and e-mail communications, non-assisted Web knowledgebase and self-help service programs, as well as its on-site field service.

 

“In this tough macroeconomic environment, companies with strong balance sheets, best practice processes and services will be the ones that most resonate with customers,” said Nick Lippis, industry analyst and consultant, The Lippis Report. “With a flight-to-quality growing more pervasive, Avaya keeps differentiating itself as a top quality partner for business communications, offering excellent technology support.”

 

Earlier this month, Avaya announced integration with IBM's Lotus Sametime to make it possible for users to communicate and collaborate by accessing a range of its Unified Communications (UC) capabilities from their Lotus software.