Avaya Receives Certification
For second consecutive year, Avaya is recognized for delivering an outstanding customer service experience
FOR IMMEDIATE RELEASE: Wednesday, Jan 20, 2010
BASKING RIDGE, NJ – For the second consecutive year, Avaya
has achieved certification under the J.D. Power and Associates
Certified Technology Service & Support (CTSS) ProgramSM -- one of
the technology industry’s highest recognitions. This certification
acknowledges Avaya’s excellence in delivering outstanding service and
support in North America.
The CTSS Program – jointly developed by J.D. Power and Associates and the Technology Services Industry Association – evaluates overall customer satisfaction and helps consumers and business customers identify vendors that have demonstrated excellence in customer service among companies offering support services for technology. J.D. Power and Associates is a global marketing information services company that conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior. The Technology Services Industry Association is the largest and most influential industry trade group for technology service professionals.
“Receiving the J.D. Power and Associates certification for the second year in a row reinforces our strength in this space,” said Christopher Formant, president of Avaya Global Services. “It is an important achievement that acknowledges Avaya’s core competency in delivering the highest caliber of customer support and service as well as our commitment to continued innovation with the best solutions, services and people possible.”
Certification under the J.D. Power and Associates CTSS Program includes core service and support, assisted support, non-assisted support (Web) and field support. To merit the certification, Avaya had to rank in the top 20 percent of the industry, as determined by J.D. Power and Associates' technology industry benchmark customer satisfaction research. It also had to pass an arduous audit process, which included a survey of 1,039 North America customers who recently received support from Avaya. The company successfully completed the audit and exceeded the benchmark for satisfaction verified through the survey results.
“Avaya continues to deliver an exceptional level of service and support to its customers, and by passing this rigorous certification process for a second year in a row, demonstrates sustained levels of high performance year over year,” according to J.D. Power and Associates. “The true mark of a world-class organization is its ability to sustain excellence over time.”
The J.D. Power and Associates 2010 Certified Technology Service & Support ProgramSM was developed in conjunction with the Technology Services Industry Association (TSIA). For more information, visit: www.jdpower.com or www.tsia.com.
About Avaya
Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers,
and related services directly and through its channel partners to
leading businesses and organizations around the world. Enterprises of
all sizes depend on Avaya for state-of-the-art communications that
improve efficiency, collaboration, customer service, and
competitiveness. For more information please visit www.avaya.com.
About TSIA
The Technology Services Industry Association (TSIA) is the technology
services industry’s largest and most vibrant association, encompassing
more than 50,000 members from 300 companies in 80 countries. Our ranks
include services executives, managers, and professionals from around
the globe.
Media Relations Contact:
Suzanne Hite; TSIA, San Diego, CA 410-774-5322
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and
Associates is a global marketing information services company operating
in key business sectors including market research, forecasting,
performance improvement, Web intelligence and customer satisfaction.
The company’s quality and satisfaction measurements are based on
responses from millions of consumers annually. For more information on
car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
Media Contacts:
Avaya
Jonathan Varman
P: 908-953-6432