Mountain View, CA – July 1, 2002 – Nokia Internet Communications, a leading provider of world-class Network Security, Virtual Private Network and Internet Traffic and Content Management solutions, announced today that its Americas Technical Assistance Center has achieved certification under the prestigious Support Center Practices (SCP) Certification program. SCP certification quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the industry. Nokia achieved certification after an extensive audit of its Americas Technical Assistance Center.
“As a leading provider of mission-critical Internet security, Nokia has the responsibility to deliver world-class technical support around the clock,” said Lisa Pedersen, VP of Global Support and Services, Nokia Internet Communications. “SCP certification is a key measurement to ensure a high level of operational consistency and provides tangible proof that Nokia support and services are differentiators in the highly competitive technology marketplace. These efforts clearly demonstrate Nokia’s commitment to satisfying customers and delivering the highest quality support possible.”
SCP Certification is an internationally recognized standard created by the Service & Support Professionals Association (SSPA) and a consortium of IT companies to create a recognized quality certification for Support Centers and to provide a method of benchmarking for Support Center practices. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements defined in the SCP program. SCP Certification measures factors such as corporate commitment and strategic direction, customer satisfaction, performance metrics, research and development interface, and other strategic areas of the support operation. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits.
“The Americas Technical Assistance Center demonstrated its commitment to customers by achieving its first SCP Certification. Over the past fifteen months, Nokia significantly used the SCP program to review and improve its delivery processes which resulted in steady improvements in customer satisfaction and operational efficiency,” said Ben Stephens, SCP auditor.
Nokia joins the ranks of leading technology companies that have achieved SCP Certification. Currently, over 80 companies representing over 200 support centers around the world are participating in the SCP program. These companies include industry leaders such as CompuCom, Intuit Inc., Xerox Corporation, Mentor Graphics Corporation, Silicon Graphics Inc., Lockheed Martin Inc., Rockwell Automation, Landmark Graphics, and McKesson Corporation, among others.
“SCP certification has established itself as the global standard for service quality and is being rapidly adopted by leading technology companies,” said Bill Rose, founder and executive director of the Software Support Professionals Association (SSPA). “Nokia Internet Communications can be proud to be placed among the industry leaders in service excellence through its attainment of SCP certification.”
About Support Center Practices (SCP) Certification
The Support Center Practices Certification program was developed to address service quality issues that affect the rapidly growing technology support industry. Thirty-five companies, representing the core membership of the Software Support Professionals Association (SSPA) created the program along with Service Strategies Corporation. These companies contributed their insight and perspective into defining the key elements required for delivering world-class support. The SSPA is made up of more than 500 of the world’s leading technology companies and provides a value-added forum where service and support professionals share ideas and discuss developing trends (www.supportgate.com). Service Strategies Corporation is responsible for administering the SCP Certification program and conducting on-site certification audits. For more information about SCP Certification contact Service Strategies Corporation at 858.674.4864 or visit the supportgate.com portal site at www.supportgate.com/scp
About Nokia Internet Communications
Nokia Internet Communications, headquartered in Mountain View, California, provides world-class Network Security, Virtual Private Network and Internet Traffic and Content Management solutions that ensure the security and reliability of corporate enterprise and managed service provider networks. Nokia is committed to enhancing the end user experience by bringing a new level of security and reliability to the network, enabling and Internet transaction that is personal and trusted-each and every time.
For more information, please visit www.nokia.com and click on Secure Network Solutions. Nokia Internet security and virtual private network appliances span the spectrum of price/performance points, and secure the widest range of network environments-from the smallest branch office to the largest Internet data center. The expansive product line, backed by world-class global support and services, provides customers the ability to deploy multiple solutions from a single product to secure all elements of a distributed enterprise.
About Nokia
Nokia is the world leader in mobile communications. Backed by its experience, innovation, user-friendliness and secure solutions, the company has become the leading supplier of mobile phones and a leading supplier of mobile, fixed broadband and IP networks. By adding mobility to the Internet Nokia creates new opportunities for companies and further enriches the daily lives of people. Nokia is a broadly held company with listings on six major exchanges.
For more information (Media and Industry Analysts only):
Nokia Internet Communications:
Americas (California based)
Amy Grenier, Interactive Public Relations for Nokia Internet Communications
Tel. + 1 415 975 3354
Email: amy@ipri.com