Honored for Ensuring Highest Levels of Customer Satisfaction through Highly Proactive and Personalized Support
DENVER, April 25, 2012 - Virtela, the world's largest independent managed network, security and cloud services company, announced today that it has earned a Silver Stevie® Award for "Customer Service Department of the Year" in the sixth annual Stevie Awards for Sales & Customer Service. This marks the third consecutive year that Virtela has been recognized for its exceptional customer service by the prestigious awards program. More than 1,000 entries were submitted to this year's awards and Virtela was the only company to earn a Silver recognition in the IT/Telecommunications category.
Virtela's dedicated global support team was recognized for consistently going above and beyond the expectations of the company's customers worldwide. In 2011, 94% of customer satisfaction survey respondents were highly satisfied or satisfied with Virtela's services, illustrating this commitment. Year after year, the company sets new industry standards for the highest levels of customer service and support, for example, proactively opening 99% of trouble tickets and resolving 95% of issues on the first call.
"At Virtela, we continually challenge ourselves to innovate and use powerful emerging technologies to creatively address enterprise networking needs," said Ted Studwell, Virtela's senior vice president of engineering and operations. "We are committed to providing customers with highly proactive, personalized support around the clock anywhere in the world, and this recognition further underscores our expertise, passion and commitment."
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.
The company recently integrated its advanced automation and analytics capabilities into its IT infrastructure service offerings for virtualized data centers and private clouds. The service alleviates data center complexity with the latest tools, technologies and expertise to accelerate data center optimization and transformation while avoiding downtime associated with operational issues. Enterprises can select from a suite of modular services ranging from transition strategy and deployment through "Day-2 support" and ongoing 24x7 service monitoring and/or management, cutting service configuration times by an average of 90 percent, reducing data center downtime by 5x, and delivering operational cost savings of up to 30 percent.
The Stevie Awards for Sales & Customer Service are the world's top sales, contact center, and customer service awards. The Stevie Awards organizes several of the world's leading business awards shows including the prestigious American Business Awards℠ and International Business Awards℠.
Winners were announced during a gala banquet at Caesars Palace in Las Vegas, Nevada.
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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