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Nicom Technologies, Inc. Achieves Platinum Certification Statuswith Avaya

11-18-2004
  • Customer satisfaction is key in attaining certification;providing IP telephony solutions to businesses such as PioneerCredit Recovery

Nicom Technologies Inc. announced today that it has been named aPlatinum BusinessPartner by Avaya Inc. (NYSE:AV), a leading globalprovider of business communications software, systems and services.

Nicom Technologies Inc. announced today that it has been named a Platinum BusinessPartner by Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services.

The Platinum certification, the highest Avaya offers, is an industry-recognized designation that indicates Nicom Technologies has met a series of rigorous criteria to ensure superior technical competency and delivery of best-in-class customer service and support, as measured by an independent survey organization.

Nicom Technologies sells Avaya's advanced communications systems, design and implementation services to businesses nationwide, helping organizations improve operational efficiencies, reduce costs and increase revenue.

One of the customers Nicom Technologies is assisting is Pioneer Credit Recovery, a national leader in the collection industry, providing collections services to businesses that must collect on defaulted debt. For Pioneer Credit Recovery, a subsidiary of Sallie Mae, contact centers are a mission critical operation that provides the key links to building strong, profitable customer relationships. In this and almost all other cases, the success of the contact center is dependent upon management's ability to effectively and efficiently manage its contact center operations.

By implementing an Avaya Elite Call Center, which features skills-based routing, enabling businesses to match incoming calls with the appropriate agent, and the ability to transfer a call from an Avaya server to another network user in the public network, which releases trunks for use by another call, Nicom is helping Pioneer credit increase call center capacity by adding additional staff and networking multiple locations, using Pioneer Credit Recovery's existing telephony infrastructure. Now, Pioneer Credit has more flexibility when adding on new clients or increasing the calling activities for existing clients, which is enabling Pioneer Credit to handle additional calling volumes and better serve its customers.

"Our certification as one of Avaya's select Platinum BusinessPartners is a great accomplishment for Nicom and an example of how our continuing commitment to excellence in the areas of customer service, in-house technical expertise, and product knowledge has made us one of the top telephony solutions providers in the United States," said Chris Daniels, CEO of Nicom Technologies.

The Avaya BusinessPartner certification program has three levels of distinction  Silver, Gold and Platinum. For Nicom Technologies Inc. to achieve the Platinum rating, the company had to meet specific customer service and performance criteria that included:

  • Customer satisfaction ratings of 85 percent or higher.
  • Certified employees who have completed courses and passed a rigorous exam to earn the designation "Avaya Certified Specialist." Avaya has one of the industry's leading programs to certify technical professions in converged voice and data networks and applications, including IP telephony.

Nicom Technologies, Inc. has consistently received top honors from Avaya, including being named a thee-star Avaya Global Services provider in May 2004. Twice, Nicom won Avaya's "Alti" Customer Excellence Award, which distinguishes those Avaya BusinessPartners that exceed expectations set by their business customers and Avaya.

Nicom has quickly risen through the Avaya BusinessPartner certification ranks, earning Silver BusinessPartner in November 2003, and the Platinum designation less than one year later.

"Avaya's strategy with its BusinessPartner program is to ensure that customers have a consistent, quality experience, whether they buy direct from Avaya or indirect through a partner like Nicom Technologies, Inc.," said Todd Meister, vice president, North America Channels, Avaya. "Through its commitment to certification, Nicom Technologies, Inc. has proved its tremendous value both to Avaya and its customers  commitment to the continuous development of their support and technical expertise and to the consistent delivery of superior customer service."

About Nicom Technologies Inc.
Nicom Technologies assesses, designs and project manages the implementation of advanced communications solutions that help businesses grow. With a unique approach that emphasizes both customer service and technical know-how, Nicom is able to serve customers with an extensive range of communications solutions and components for both new and legacy equipment. With over 10 years of history in the industry, Nicom has served over 25,000 customers nationally, ranging from small businesses to FORTUNE 500® companies. For more information visit the Nicom Web site: http://www.nicomtech.com

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications  and distinguished by comprehensive worldwide services  Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

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