Wednesday, November 23, 2011

Avaya Honored by Technology Services Industry Association (TSIA) for Excellence in Client Support

For Immediate Release:08 Nov 2011

  • Avaya Client Services receives TSIA's STAR Awards for Mission-Critical Software Support and Hardware Remote Diagnostics

BASKING RIDGE, N.J. – Avaya, a global provider of business communications and collaboration systems and services, today announced it received two Technology Services Industry Association (TSIA) Fall 2011 STAR Awards for Excellence in Mission-Critical Software Support and Excellence in Hardware Remote Diagnostics. The STAR Awards recognize client support excellence in technology services, and award technology companies that display exceptional leadership, innovation and commitment to delivering world-class service and support.

This marks the second consecutive year that Avaya has been honored for excellence in Mission-Critical Software Support. According to TSIA, a winner in the Mission-Critical Software Support category has demonstrated leadership in delivering support in environments where system uptime is imperative, typically for enterprise customers. Avaya's Emergency Recovery Services provide a dedicated team of experts focused on restoring essential functionality for customers who experience solution-wide outages.

In receiving a STAR award for excellence in Hardware Remote Diagnostics, Avaya was recognized for excellence in remotely monitoring and maintaining client hardware. Avaya resolves approximately 99% of service alarms remotely and begins diagnosing problems within 90 seconds of receiving an alarm notification.1 To further enhance remote support, Avaya last year opened its Center of Diagnostic Sciences, focusing on building a pipeline of breakthrough diagnostic technologies and methodologies.

Companies under consideration go through a rigorous evaluation, with the winners selected by TSIA's service discipline advisory board members. Avaya has now received a total of eight STAR awards from TSIA in the past three years, earning it a place in the TSIA STAR Awards Hall of Fame, a recognition that Avaya received last year for lifetime achievement for outstanding service.

Supporting Quotes
"Recognition from TSIA reinforces our strong track record in client support. Providing emergency restoration and around-the-clock monitoring of essential systems for our clients is critical. Our ability to quickly identify and resolve communications disruptions is what sets us apart from our competitors. Continual improvement of service is what the TSIA awards are all about, and as an award recipient, Avaya intends to continue to lead by example."
Mohamad Ali, senior vice president and president, Avaya Client Services.

Additional Facts 2
  • 88% of Avaya's Mission Critical Support customers provide positive feedback after an outage occurs.
  • With Avaya's Mission Critical Support, outages are restored 91% faster, outage frequency is reduced by 89%, and executive escalations decrease by 94% (when compared to 2007).

About Avaya
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.

About TSIA
The Technology Services Industry Association (TSIA) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs. Find TSIA online at www.tsia.com.

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