Avaya announced that it has been recognized by J.D. Power and Associates for excellence in customer service and support in North America. Avaya has achieved certification from the prestigious J.D. Power and Associates’ Certified Technology Service & Support (CTSS) Program for four consecutive years.
The CTSS Program — jointly developed by J.D. Power and Associates and the Technology Services Industry Association (TSIA) — is one of the technology industry’s highest recognitions. It evaluates overall customer satisfaction and helps businesses identify vendors that demonstrate excellence in customer service among companies offering technology support services. J.D. Power and Associates regularly conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior. The Technology Services Industry Association is the largest and most influential industry trade group for technology service professionals.
Certification under the CTSS Program encompasses core services, as well as assisted, non-assisted (Web) and field support. To merit the certification, Avaya had to rank in the top 20 percent of the industry, as determined by J.D. Power and Associates’ technology industry benchmark customer satisfaction research. The company successfully passed a detailed audit of its support policies and procedures, and exceeded the benchmark for satisfaction.