Virtela Named 2013 Stevie Award Finalist for Customer Service of the Year
Recognized for Consistent Excellence in Enterprise Customer
Support and Satisfaction
DENVER, February 8, 2013 - Virtela, the world's largest independent managed
network, security and cloud services company, today announced it
has been named a finalist for "Customer Service Department of the
Year" in the 7th annual Stevie Awards for Sales and Customer
Service. This is the fourth consecutive year that Virtela has been
recognized for this award, illustrating the company's commitment to
achieving highest customer satisfaction by delivering personalized
and proactive support. More than 1,100 entries from organizations
of all sizes and in virtually every industry were submitted to this
year's competition.
Virtela has made customer experience its number one priority
from day one, maintaining an advanced support model that
consistently challenges industry standards. In 2012, Virtela's
Global Operations Centers improved the speed to answer customer
calls by nearly 50 percent, answering first calls within an average
of 6.4 seconds, down from 12 seconds in 2011. This is compared to
industry norms of hours (or even days for a callback). Virtela
maintained its impressive rate of opening 99 percent of trouble
tickets proactively and resolving 95 percent of issues on the first
call. The company continued to outperform its aggressive 4-hour
global guarantee for mean time to restore (MTTR), by an average of
53.4 minutes, a 40 percent improvement over 2011.
Underscoring the company's passion for
support, 97 percent of customer survey respondents in 2012 said
they were highly satisfied or satisfied with the courtesy of the
Virtela technical operations staff, and 95 percent were highly
satisfied or satisfied with Virtela's resolution of their
issues.
"We are thrilled to be recognized yet again by The Stevies for
our success in providing customers with world-class support that
not only meets but exceeds their highest expectations," said Ted
Studwell, Virtela's senior vice president of engineering and
operations. "The dedication of our global support team has been
pivotal to the continued success of Virtela and we're committed to
ongoing development of programs, tools and systems that deliver the
industry's highest service levels and most meaningful service
guarantees."
One of Virtela's key differentiators from traditional network
providers is the company's personalized and proactive approach to
customer support. Virtela's Global Operation Centers (GOCs) are
staffed 24x7 by network engineering and IT experts who proactively
monitor, inspect, detect and analyze customer networks and IT
infrastructure using proprietary technology - VirtelaPredict
- to diagnose 95% of potential enterprise network issues before
they impact network health. Virtela offers a broad suite of IT infrastructure
management services that enable CIOs and IT teams to better
achieve their strategic priorities by offloading the time intensive
but critical end-to-end management of key network, security and
other IT infrastructure devices to Virtela and its innovative
management systems and portal, VirtelaView.
Vote Now: People's Choice Stevie Award for Favorite
Customer Service
As a finalist, Virtela has been entered in the People's
Choice Stevie Award for Favorite Customer Service. Voting is
open until February 10, 2013.
Click here to vote for Virtela in the "Favorite Customer
Service - Telecommunications" category.
Stevie Award winners will be announced during a gala banquet on
Monday, February 25, 2013 at the Paris Hotel in Las Vegas. More
details are available at www.stevieawards.com/sales.
Recognition from The Stevies further expands a growing list of
industry awards
Virtela has received over the past year for its innovative services
and superior customer support. These include the Frost &
Sullivan Product Leadership Award, World Communication Award,
Global Telecoms Business Innovation Award, InfoSecurity Global
Excellence Award, Best in Biz Award, Mobility Tech Zone Award, and
the AlwaysOn Global 250.
About Virtela
Virtela Technology Services Incorporated is the
smart alternative to traditional global carriers and equipment
vendors for enterprise networking and virtualized IT services. The
company delivers award-winning services via its Virtualized Overlay
Network and Virtela Enterprise Services Cloud (ESC) platform, which
enables the transition of branch office networking and security
services to the cloud. Virtela gives enterprises the benefit of
"asset-light" software-defined networking that delivers 80% cost
savings in upfront capital and 30% savings in ongoing operating
expenses.
Recognized by more than 50 awards for outstanding service
innovation and customer support in the last two years, Virtela's
services suite includes proactively managed networks, security,
application acceleration, IT infrastructure and mobile device
management.
Virtela is headquartered in Denver, Colorado, with global
support centers around the world. For more information, please call
+1 (720) 475-4000 or visit www.virtela.net.
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Media
Contact:
Jane Morrissey
Virtela
+1.720.475.4012
jmorrissey@virtela.net
