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August 29, 2006
McDATA Call Centers Gain High Marks for Customer Satisfaction
BROOMFIELD, Colo. --(Business Wire)-- Aug. 29, 2006 -- McDATA Corporation (Nasdaq:MCDTA)(Nasdaq:MCDT), a leading provider of data access solutions, continues to top industry standards for call center customer support, according to a recent survey conducted by CRM consulting firm Ambient Consulting.
"Because we understand the value of their data, McDATA is committed to delivering the best service possible to our customers and business partners," said McDATA Sr. VP, Customer Support Services Rob Beyer. "As part of that, we constantly measure our effectiveness and seek better ways to drive the highest level of support and customer satisfaction to our customers' heterogeneous storage environments."
For the last 10 years, McDATA has hired a third-party company to evaluate their call centers efficiency, employee knowledge, process/procedures and overall customer satisfaction. Ambient Consulting then took this survey information, analyzed it and determined that McDATA's call care consistently exceeded industry benchmarks for both peer companies and best-in-class call centers. McDATA showed exceptional scores in Customer Satisfaction and First Call Resolution.
When it came to overall caller satisfaction, McDATA scored 38 percent higher than the industry average and 18 percent higher than the average for top performers. McDATA scored 33 percent higher than the industry average and 8 percent higher than the top performer's average for first call resolution.
"We've evaluated McDATA's overall call centers performance and McDATA consistently met and exceeded industry standards for customer satisfaction," said David Reiss, managing director, Ambient Consulting. "Customer loyalty shows their efforts have paid off. Other call centers would be well-served to follow McDATA's example."
About McDATA (www.mcdata.com)
McDATA (NASDAQ Global Select:MCDTA)(NASDAQ Global Select:MCDT) is the leading provider of data access solutions, helping customers build, globally connect, optimize and centrally manage data infrastructures across SAN, MAN and WAN environments. With nearly 25 years experience developing SAN products, services and solutions, McDATA is the trusted partner in the world's largest data centers, connecting more than two-thirds of all networked data.
Forward-Looking Statements
This press release contains statements about expected future events that are forward-looking and subject to risks and uncertainties. Readers are urged to consider statements that include the terms "believes," "belief," "expects," "plans," "objectives," "estimates," "anticipates," "intends," "targets," or the like to be uncertain and forward-looking. Factors that could cause actual results to differ and vary materially from expectations include, but are not limited to, McDATA's relationships with EMC, IBM and Hitachi Data Systems and the level of their orders, aggressive price competition by numerous other SAN and IP switch suppliers, OEM qualification of our new products, integration of CNT's sales and marketing functions, manufacturing constraints, constraints in obtaining third-party product for resale and other risk factors that are disclosed in McDATA's filings with the Securities and Exchange Commission. These cautionary statements by McDATA should not be construed as exhaustive or as any admission regarding the adequacy of disclosures made by McDATA. All cautionary statements should be read as being applicable to all forward-looking statements wherever they appear. McDATA does not undertake any obligation to publicly update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
(source: http://www.tmcnet.com/usubmit/-mcdata-call-centers-ga-high-marks-customer-satisfaction-/2006/08/29/1836411.htm)
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