Honored for Continued Excellence in Enterprise Service Delivery and Support
DENVER, February 8, 2012 – Virtela, the world’s largest independent managed network, security and cloud services company, today announced that it has been named a finalist for “Customer Service Department of the Year” in the 6th annual Stevie Awards for Sales and Customer Service. This is the third consecutive year that Virtela has been recognized for this award, reflecting the company’s consistent performance in delivering the highest customer satisfaction. More than 1,000 entries from organizations worldwide were submitted to this year’s competition, an increase of almost 30% over 2011.
Virtela is passionate about customer support and continues to outperform industry standards and the company’s own service guarantees. For example, Virtela sets an aggressive 4-hour global guarantee for Mean Time to Restore (MTTR) and bested this by more than half in 2011, averaging an impressive 1.48 hours. Overall, 94% of customer satisfaction survey respondents in 2011 were highly satisfied or satisfied with Virtela’s resolution of their issues. Virtela achieved these and other notable metrics – such as 99% of trouble tickets opened proactively — even as the company nearly doubled the number of devices under management in the last year.
“We’re honored to be recognized by The Stevies for our success in delivering the highest-performing managed services that enhance enterprise business performance,” said Ted Studwell, Virtela’s senior vice president of engineering and operations. “Our dedication to leveraging best-in-class technologies and methodologies for service excellence results in highly proactive and personalized support for our customers.”
Virtela’s Global Operation Centers (GOCs) are staffed 24×7 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, 2012. 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 27, 2012 at Caesars Palace in Las Vegas. More details are available at www.stevieawards.com/sales.
About Virtela
Virtela Technology Services Incorporated is the world’s largest independent global managed services company. Virtela offers an award-winning suite of networking, security and mobility services in 190+ countries enabled by its intelligent multi-carrier overlay network and Virtela Enterprise Services Cloud (ESC) platform, with 50 Local Cloud Centers (LCCs) that dynamically deliver services closest to enterprise end-users for the highest performance and lowest cost of ownership. Recognized by more than 40 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 Contacts:
Jane Morrissey
Virtela
+1.720.475.4012
jmorrissey@virtela.net
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