SANTA CLARA, CA--(Marketwired - Oct 29, 2015) -
- Avaya Wins Award for Best Practices in the Delivery of Customer Success & Support, Enterprise Level
- Award-Winning Support Program Leverages New Processes and Avaya Technology -- Including Automated Chat, Talk, Voice and Video -- to Drive Quicker Issue Resolution and Rising CSAT and NPS Scores
Avaya announced it has been named the winner of the Fall 2015 Technology Services Industry Association (TSIA) STAR Award for Best Practices in the Delivery of Customer Success & Support, Enterprise Level. The award was announced on October 21 at the Technology Services World (TSW) 2015 Service Transformations conference in Las Vegas.
Click to Tweet: @Avaya Support and Private Cloud Services Receives @tsiacommunity STAR Award: Best Delivery of Customer Success & Support
The TSIA STAR Award for Best Practices in the Delivery of Customer Success & Support recognizes the company that embraces best practices in people, process, and technology to increase agent productivity, service levels, or customer satisfaction; increase problem avoidance; or effectively handle more interactions using unassisted channels.
Avaya's comprehensive omni-channel support ecosystem was recognized for leveraging innovation in all dimensions of the support business (People, Process, Technology). This innovation and transformation simultaneously enhanced the support experience while also increasing the effectiveness of Avaya's business model.
After three years in development with strong support from executive leadership, IT, Corporate Strategy and others integral to achieving its goals, Avaya's award-winning program has generated stellar results:
- 24 point rise in Net Promoter Score to a current, best-in-class score of 56
- 50% improvement in ticket resolution time over three years
- 91% of customers use the web to initiate their personalized service experience
- 46,000+ resolutions found each month without an agent
- 85% of issues identified via chats resolved within one hour
- 12% increase in employee engagement over three years
In addition to these results, Avaya's application of video chat, one of the first in the B2B industry, is delivering the highest CSAT ratings within the company's omni-channel strategy.
Companies seeking the STAR Award undergo a rigorous evaluation process, with the winners selected by TSIA's service discipline advisory board members. Since its inception in 1990, the STAR Awards have become one of the highest honors in the technology services industry, acknowledging the contribution of companies of all sizes to the continual improvement of technology services delivery industry-wide. For information on the STAR Awards, go to www.tsia.com/awards_and_certifications/star_awards.html
Quotes
"We are very proud to receive this TSIA STAR Award for Best Practices in the Delivery of Customer Success & Support. We are proud that our customers trust Avaya and our award-winning omni-channel service delivery teams to support their mission critical communications. Our dedicated employees have made this award possible. It recognizes our commitment to deliver the best support experience possible."
-- Mike Runda, senior vice president and president of Avaya Client Services
"Now in its 25th year, the STAR Awards program has become a long-standing honor in the technology services industry, recognizing organizations that set the standard for leadership and dedication to this important market space. Avaya has clearly demonstrated its high-level commitment to delivering world-class results, and it is truly an honor to recognize them for their dedication to excellence."
-- J.B. Wood, president and CEO of TSIA
About Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. Avaya's fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com.
About TSIA
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. TSIA's editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at www.tsia.com, follow us on Twitter @TSIACommunity, or connect with us on LinkedIn and Google+.
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