Date: September 5, 2014 |
DENVER, September 5, 2014 - Virtela, an NTT Communications company, today announced that it has been named a Gold Winner of the 11th Annual International Business Awards (Stevies) for Customer Service Department of the Year – Telecommunications. More than 3,500 nominations from organizations of all sizes and across multiple industries were submitted this year for consideration. Virtela won the Gold award in the same category last year.
More than 250 executives worldwide participated in the judging process for the Stevie Awards. The judges recognized Virtela’s support team for creating new standards for itself and the industry and for outperforming them year after year.
“From joining forces with NTT Com to introducing new, innovative cloud network platforms, this has been a remarkably exciting year for Virtela,” said Ron Haigh, president of Virtela. “At the same time, our support teams never wavered from their commitment to provide a highly personalized and proactive experience for Virtela and NTT Com customers. This award is a testament to the outstanding performance and dedication of Virtela’s Global Operations Center teams around the world.”
Virtela’s customer support and service model relies on advanced systems, constant communication and continuous quality improvement. In 2013, 97 percent of customer survey respondents said that they were highly satisfied or satisfied with the courtesy of the Virtela technical operations staff, and 95 percent were highly satisfied or satisfied with their overall experience with Virtela.
To serve its customers worldwide, Virtela maintains three Global Operation Centers (GOCs) that are staffed around the clock by IT engineering experts who proactively monitor, inspect, detect and analyze customer networks and IT infrastructure. These experts provide unmatched support and business continuity for enterprises exploiting NTT Com and Virtela’s extensive services suite to transform their global network architectures.
Each year, Virtela’s GOCs set new standards for operational excellence and customer satisfaction. In 2013, the team repeated its impressive accomplishment of proactively opening 99 percent of trouble tickets. And average first call answer time decreased from 6.4 to 5.9 seconds, once again far exceeding the industry norm of hours or even days (for a call back).
Recognition from the International Business Awards is one of many accolades bestowed upon Virtela in recent years for its superior customer support, innovative cloud-based services and unique approach to managed network service delivery. Among the more than 100 industry awards won to date include the prestigious American Business Awards, Leading Lights Awards, World Communication Awards, Fierce Innovation Awards, Excellence in SDN Awards, and Global Telecom Business Innovation Awards.
To see the full list of 2014 International Business Award winners and finalists, please visit: 2014 Stevie Award Winners. Winners will be honored at a banquet on October 10 in Paris.
Virtela Technology Services Incorporated, an NTT Communications company, is the smart alternative for enterprise networking and virtualized IT services. Recognized by more than 100 awards for outstanding service innovation, the company delivers 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 up to 80% cost savings in upfront capital and 30% savings in ongoing operating expenses.
Virtela’s services suite includes global managed network, security, mobility, application acceleration and IT infrastructure services.
Virtela is headquartered in Denver, Colorado, with global support centers. For more information, please call +1 (720) 475-4000 or visit www.virtela.net.
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