Avaya Receives J.D. Power and Associates Service Recognition for Second Consecutive Year

Avaya’s customer support, already excellent, continues to get better. For second consecutive year, the firm has achieved certification under the J.D. Power and Associates Certified Technology Service & Support Program– 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.

 

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. Certification under the 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.”

 

Avaya is on track to keep its customer support track record strong. With the acquisition of Nortel’s (News - Alert) enterprise division last year the firm will be, reports the Canadian federal government, making Nortel’s former facility in Belleville, Ontario, a worldwide hardware development and support center.

 

“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.”

 

“Achieving J.D. Power and Associates certification for Excellence in Customer Service for the second year in a row helps demonstrate Avaya’s commitment to serving our customers,” added Paul Dunay (News - Alert), global managing director of Services and Social Marketing. “We are continuing to invest in the tools and people necessary to deliver the highest levels of customer service in a competitive field. We think the differentiation of top quality customer service -- powered by fast responsiveness and unique knowledge -- can make all the difference when it comes to making the most of advanced enterprise communications.”