ANDOVER, MA--(Marketwire - March 2, 2010) - Enterasys, the network infrastructure and security division of Siemens Enterprise Communications, today announced that its Global Technical Services organization has been named a winner of a 2010 CRM Elite Award in the Workforce Optimization Suite category. Each year, CRM magazine honors the vendors, consultants, and end-user companies that focus on customer relationships and the customer experience through the sophisticated integration of people, processes, and technologies.
"Enterasys is proud to be recognized as a customer relationship management leader," said Vala Afshar, vice president of Global Technical Services for Enterasys. "Our innovative use of CRM technologies has helped us extend our industry-leading customer support and achieve an overall customer satisfaction rate of 97 percent and a first-person resolution rate of 94 percent, each of which significantly exceeds industry averages."
Enterasys captured the "Outstanding Workforce Optimization Suite" category based on achievements its Global Technical Assistance Center (GTAC) made through Salesforce CRM and Service Cloud 2 applications, including the streamlining of critical global sales and customer data in multiple languages and currencies. Enterasys also customized the chosen cloud applications to provide customers and partners with enhanced service visibility via direct access to on-demand dashboards of their technical support contact history. By combining the use of leading software technology with long-tenured support staff and an in-sourced support model, Enterasys has become a favorite technology vendor of customers and partners alike.
"While we are very satisfied with the performance of Enterasys solutions, we are even more pleased with the personalized, high-touch service and support we've consistently received from the Enterasys team," said John Iraci, vice president of Enterprise Infrastructure at DJO. "Ultimately, that was what won and continues to keep our business. Not only do we save between 20 and 25 percent on total cost of ownership over other leading vendors, but we also have the security of knowing that any time we pick up the phone with a question or a concern, Enterasys will do whatever it takes to answer our questions or solve any problem -- even those caused by other vendors' equipment."
About Siemens Enterprise Communications
Siemens Enterprise Communications is a premier provider of end-to-end enterprise communications, including voice, network infrastructure and security solutions that use open, standards-based architectures to unify communications and business applications for a seamless collaboration experience. This award-winning "Open Communications" approach enables organizations to improve productivity and reduce costs through easy-to-deploy solutions that work within existing IT environments, delivering operational efficiencies. It is the foundation for the company's OpenPath® commitment that enables customers to mitigate risk and cost-effectively adopt unified communications. Jointly owned by The Gores Group and Siemens AG, Siemens Enterprise Communications includes Cycos and Enterasys Networks. For more information about Siemens Enterprise Communications or Enterasys please visit www.siemens-enterprise.com or www.enterasys.com
Contact Information:
Contact:
Barry Cioe
Enterasys Networks
+1 978 684 1525
bcioe@enterasys.com
Michelle Barry
BridgeView Marketing
+1 603 570 7533
michelle@bridgeviewmarketing.com
