Named a World Leader in Customer Support and Satisfaction
DENVER, August 26, 2013 – Virtela , the world’s largest independent managed network, security and cloud services company, today announced that it has won a Gold Stevie ® Award for ‘Customer Service Department of the Year’ in the 10th annual International Business Awards. The International Business Awards are considered the world’s premier business awards program. This year, more than 3,300 nominations from organizations around the world were submitted for consideration.
Virtela was named the single Gold Winner in its category, underscoring the company as a world leader in customer service and support. Virtela’s Global Operations Centers were honored for ensuring the highest levels of customer satisfaction through highly proactive and personalized support, and for maintaining an advanced service model that consistently surpasses industry standards.
“Virtela is thrilled to be recognized for continually setting the bar higher in enterprise customer service excellence,” said Ron Haigh, president of Virtela. “Our advanced technology platforms, tools and skill sets ensure that every customer gets personalized world-class support anytime, anywhere around the globe that not only meets but exceeds their highest expectations.”
Year after year, Virtela outperforms the industry and its own service level guarantees. For example, Virtela improved the speed to answer customer calls by nearly 50% in 2012, answering first calls within an average of 6 seconds. This compares to industry norms of hours, or in some cases, even days for a callback. Further illustrating the company’s proactive support capabilities, Virtela opened 99% of trouble tickets proactively and resolved 95% of issues on the first call. More than 97% of customer survey respondents in 2012 said they were highly satisfied or satisfied with the courtesy of the Virtela technical operations staff, and 95% were highly satisfied or satisfied with Virtela’s resolution of their issues, highlighting the company’s passion for support.
Unlike traditional network providers, Virtela’s Global Operations Centers (GOCs) are staffed 24×7 by network engineering and IT experts who proactively monitor, inspect, detect and analyze customer networks and IT infrastructure, providing follow-the-sun support to ensure the highest uptime and business continuity. Using predictive network analytics, the team can 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.
For more information about the 10th annual International Business Awards, please visit http://www.stevieawards.com/iba/. Winners will be honored at a special ceremony in Barcelona, Spain on October 14.
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 up to 80% cost savings in upfront capital and 30% savings in ongoing operating expenses.
Recognized by more than 100 awards for outstanding service innovation and customer support, 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 around the world. For more information, please call +1 (720) 475-4000 or visit www.virtela.net .
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