SANTA CLARA, Calif.--(BUSINESS WIRE)--Avaya Holdings Corp. (NYSE:AVYA) today announced that it has been recognized for excellence in customer service by the Customer Relationship Management Institute (CRMI), LLC. The Institute has listed Avaya as a winner of the 2017 NorthFace Scoreboard (NFSB) award, which is presented annually to companies who, as rated solely by their customers, achieved excellence in customer service during the calendar year. This marks the fifth year for which Avaya has received the NFSB award.
“As a leading global provider of the technologies that enable outstanding customer service, Avaya is compelled to set an example for optimizing the customer experience,” said Ed Nalbandian, president, Avaya Services. “Our Services organization continually monitors the customer journey, emphasizing the right mix of technologies and people to make sure we deliver an efficient, high-end experience in self and assisted service. Receiving the NFSB award for the fifth time underscores the value we place on customer satisfaction and loyalty.”
CRMI methodology measures customer satisfaction with services on a 5-point scale (or an equivalent rating system) in such categories as technical support, field service, customer service, account management and professional services. Avaya was recognized based on CSAT survey responses from its customers, which scored the company at 4.0 or above out of a possible 5.0 or an equivalent rating system.
According to Forrester Research, “Companies must continue their obsessive focus on meeting customer expectations to gain customers’ patronage. Customer service is a cornerstone of a company’s strategy and providing good customer service has quantifiable and provable benefits.” The report continued: “Companies that deliver a better customer experience tend to retain more of their customers, get more incremental purchases from their customers, and attract more new customers through positive word of mouth.”¹
Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For more information, please visit www.avaya.com
Source: Avaya Newsroom
1“Win Funding For Your Customer Service Project”, Forrester Research, Inc., March 19, 2018