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Avaya Receives Certification from J.D. Power and Associates for Providing Outstanding Technology Service and Support

  • Avaya recognized for delivering an outstanding customer service experience

The certification from J.D. Power and Associates acknowledges Avaya's excellence in delivering outstanding service and support in North America, a distinction held currently by only three other companies.

BASKING RIDGE, N.J. – Avaya, a leading global provider of business communications applications, systems and services, has achieved certification under the J.D. Power and Associates Certified Technology Service and Support (CTSS) Program (sm), one of the technology industry's highest recognitions. This certification acknowledges Avaya's excellence in delivering outstanding service and support in North America, a distinction held currently by only three other companies.
The Technology Service and Support Program – jointly developed by J.D. Power and Associates and the Service & Support Professionals Association (SSPA) – evaluates overall customer satisfaction and helps consumers and enterprise customers identify vendors that have demonstrated excellence in customer service among companies offering support services for technology. J.D. Power and Associates is a global marketing information services company that conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior. The Service & Support Professionals Association is the largest and most influential industry trade group for technology service professionals.


"Gaining J.D. Power and Associates certification is an important achievement, and it reinforces Avaya's tradition of delivering the highest quality of customer support and service," said Christopher Formant, president of Avaya Global Services. "Avaya continues to invest in creating the types of service offers and expertise that led us to this distinction, and in these volatile and challenging economic times, companies that are evolving their communications can count on reliable, consistent support from Avaya."


To achieve certification in the Technology Service & Support program, an organization must perform within the top 20 percent of customer satisfaction scores among companies nationwide that offer technology support. This is achieved by passing an audit of support policies and procedures, as well as by meeting J.D. Power and Associates' technology industry benchmark customer satisfaction results through a survey administered by J.D. Power and Associates.


"Avaya demonstrated their commitment to delivering service excellence by joining the group of companies that have secured the prestigious Certified Technology Services and Support (CTSS) certification," said Stephen Smith, executive director SSPA. "This program is among the highest levels of recognition for technical service and support and places Avaya in the company of other leaders in the industry."


J.D. Power and Associates evaluated Avaya on its assisted service using phone and e-mail communications, non-assisted Web knowledgebase and self-help service programs, as well as its on-site field service. Customer satisfaction data was collected from customers of Avaya to evaluate core, assisted, non-assisted (Web), and field service. In its audit findings, J.D. Power and Associates recognized Avaya for delivering "An Outstanding Technology Services and Support Experience."


"In this tough macroeconomic environment, companies with strong balance sheets, best practice processes and services will be the ones that most resonate with customers," said Nick Lippis, industry analyst and consultant, The Lippis Report. "With a flight-to-quality growing more pervasive, Avaya keeps differentiating itself as a top quality partner for business communications, offering excellent technology support."


For more information on the J.D. Power and Associates Certified Technology Service & Support Program, please visit or


About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site:


About the SSPA
As the support industry's premier management community, the Service & Support Professionals Association (SSPA) is a key resource for the information and best practices needed to make better business decisions. It brings together the best minds from across the industry spectrum – from established companies with successful track records to pioneering newcomers with out-of-the-box ideas. The SSPA also partners with thought leaders such as J.D. Power and Associates and the Wharton School to create programs that benefit the industry. The SSPA is a member of a global network of associations that includes the Technology Professional Services Association (TPSA) and the Association for Services Management International (AFSMI). For more information, visit


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