Receives Omega’s prestigious NorthFace ScoreBoard AwardSM for the third consecutive year
for exceeding customer expectations
Santa Clara, Calif. – February 18, 2016 – Avaya announced today it has received the NorthFace ScoreBoard AwardSM from Omega Management Group Corp. in recognition of achieving excellence in customer service and support in 2015. Since 2000, the award has been presented annually to companies that, as rated solely by their own customers, exceeded expectations in customer satisfaction during the prior calendar year. Omega is an expert in customer experience management (CEM) strategy and helps companies boost revenue and profits by consistently exceeding customer expectations for service quality.
“The NorthFace ScoreBoard Award recognizes organizations that not only offer exemplary customer service, but also center their existence on a deep commitment to exceeding customer expectations,” said John Alexander Maraganis, president & CEO of Omega. “In 2015, more than 275 projects, many international in scope, were judged from scores of companies based in the U.S. and abroad. The majority of companies are repeat recipients, which shows that despite the tough economy, implementing a CEM strategy is a reliable, proven way to achieve business success.”
“Winning the prestigious NFSBA reaffirms our five-year investment and hours of dedication to building the best customer experience possible at our next generation omnichannel contact center,” said Mike Runda, senior vice president of Avaya Client Services. “Building the model of omnichannel customer engagement excellence has led to quicker resolution times and soaring customer satisfaction scores beyond our initial expectations. We thank all of our customers and employees who lead the customer experience revolution now and into the promising future.”
Omega’s methodology measures customer satisfaction and loyalty levels on a 5-point scale four times during the year in such categories as technical support, field service, customer service and account management. NorthFace ScoreBoard Award recipients are companies who, based solely on survey responses from their own customers, achieved a 4.0 or above out of a possible 5.0.
“Due to its unique ‘customer-only vote’ criteria, the NorthFace ScoreBoard Award has been viewed from its inception as the only objective benchmark for excellence in customer service,” Maraganis said. “Our research indicates that companies that consistently achieve a 4.0 rating or above, which we call the ‘Loyalty Zone,’ are succeeding in locking in profitable, long-term customer relationships, and this significantly raises the bar on their competitors.”
Read accompanying blog: Avaya Wins Prestigious NorthFace ScoreBoard Award
About Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com.
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