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Mountain West Telecom Achieves Gold Certification Status with Avaya

09-24-2003
  • Delivers superior customer service to help $4.8 billion officeequipment firm consolidate its call center operations

Mountain West Telecom today announced that it has been certified asa Gold BusinessPartner by Avaya (NYSE:AV), a leading globalprovider of communication networks and services to businesses.

Mountain West Telecom today announced that it has been certifiedas a Gold BusinessPartner by Avaya (NYSE:AV), a leading globalprovider of communication networks and services to businesses.

The Gold certification is an industry-recognized designationthat indicates Mountain West Telecom has met a series of rigorouscriteria to ensure superior technical competency and the ability todeliver best-in-class customer service and support as measured byan independent survey organization.

One of the many companies that has benefited from Mountain WestTelecom's superior customer service is IKON Office Solutions, a$4.8 billion provider of copiers, printers and other businesssolutions.

IKON turned to Mountain West for help in consolidatingindependent call centers across the U.S. into three regionalcenters that would function as a single enterprise. A new AvayaCall Center solution installed by Mountain West Telecom now routescalls seamlessly among the three sites, connecting IKON customerswith the service representative best able to handle their request.An Avaya DEFINITY® server and Internet protocol (IP) trunking allowIKON to use its own private network for voice traffic, eliminatingtoll charges and dramatically lowering costs.

About the Avaya Gold Certification
Mountain West Telecom's Gold certification status helps assure thecompany's customers that they are working with a reseller dedicatedto quality and to service. For Avaya, the Gold certificationindicates a reseller's commitment to technical expertise andservice of Avaya's converged voice and data networks andapplications.

"The Mountain West Telecom team is proud to receive thisvalidation of the importance we place on providing the industry'sbest technology and applications," said Jaron Payzant, president,Mountain West Telecom.

For Mountain West Telecom to achieve the Gold rating, thecompany had to meet specific customer service and performancecriteria that included:

  • Customer satisfaction ratings of 85 percent orhigher.
  • Certified employees who have completed courses andpassed a rigorous exam to earn the designation "Avaya CertifiedSpecialist." Avaya has one of the industry's leading programs tocertify technical professionals in converged voice and datanetworks and applications, including IP telephony and unifiedcommunications.


"Avaya's strategy with its BusinessPartner program is to ensurethat customers have a consistent, quality experience, whether theybuy direct from Avaya or indirect through a partner like MountainWest Telecom," said Todd Meister, Avaya vice president, GlobalChannel Strategy and U.S. Distribution. "Through its commitment tocertification, Mountain West Telecom has proved its tremendousvalue both to Avaya and its customers — commitment to thecontinuous development of their support and technical expertise andto the consistent delivery of superior customer service."

About Avaya
Avaya Inc. designs, builds and manages communications networks formore than 1 million businesses worldwide, including 90 percent ofthe FORTUNE 500®. Focused on businesses large to small, Avaya is aworld leader in secure and reliable Internet Protocol (IP)telephony systems and communications software applications andservices.

Driving the convergence of voice and data communications withbusiness applications — and distinguished by comprehensiveworldwide services — Avaya helps customers leverage existing andnew networks to achieve superior business results. For moreinformation visit the Avaya Web site: http://www.avaya.com

About Mountain West Telecom
Mountain West Telecom, known in its earlier days as ExecutoneMountain West, is a family-owned, Utah-based company founded in1947. Mountain West Telecom serves thousands of companies bothregionally and nationally, from small businesses with a dozenphones to corporations with more than a thousand. In addition tobusiness telephone systems, the company offers expertise incall/contact center solutions, data communications, carrierservices, structured cabling and wireless voice and dataapplications. Its Web site is at www.mtnwesttelecom.com.

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