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

  • For Third Consecutive Year, Avaya Recognized for Customer Service Excellence

Avaya announced that for the third consecutive year, the company has achieved certification under the J.D. Power and Associates Certified Technology Service & Support (CTSS) Program.

  • J.D. Power and Associates certification includes recognition by the CTSS ProgramSM, one of the industry’s top evaluators of customer satisfaction
  • Audit process included survey of North American customers recently supported by Avaya

BASKING RIDGE, N.J. - Avaya, a global leader in business collaboration systems, software and services, today announced that for the third consecutive year, the company has achieved certification under the J.D. Power and Associates Certified Technology Service & Support (CTSS) ProgramSM – one of the technology industry's highest recognitions. This certification acknowledges Avaya's excellence in delivering outstanding service and support in North America.


The CTSS Program – jointly developed by J.D. Power and Associates and the Technology Services Industry Association – evaluates overall customer satisfaction and helps consumers and business 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 Technology Services Industry Association is the largest and most influential industry trade group for technology service professionals.


Certification under the J.D. Power and Associates CTSS Program includes core service and support, assisted support, non-assisted support (Web) and field support. To merit the certification, Avaya had to rank in the top 20 percent of the industry, as determined by J.D. Power and Associates' technology industry benchmark customer satisfaction research. The company successfully passed a detail audit of its support policies and procedures, as well as exceeded the benchmark for satisfaction.  Certification is valid for one year.
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  • "The commitment Avaya has to their customers is markedly evident in the positive remarks customers give across various factors detailing the overall service experience. Avaya clearly understands the importance of meeting the needs of their customer base by supporting a successful service and support organization."
    --J.D. Power and Associates
  • "Avaya support centers clearly embrace the standards expressed in the TSIA Certification criteria. It is clear from its multi-year certification that Avaya is dedicated to delivering high quality customer support and has demonstrated this in its customer interactions."
    --Joanne Weigel, Senior Director, TSIA
  • "Earning the J.D. Power and Associates certification for the third year in a row underscores our strength and strategy for serving customers in the communications and collaboration market. This achievement acknowledges Avaya's core competency in delivering the highest levels of customer service and support, as well as our commitment to innovation with the best solutions, services and people."
    --Mohamad Ali, SVP and President, Avaya Global Services

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Tags: Unified communications, customer service, technology industry’s highest recognitions, J.D. Power and Associates, Avaya, Technology Services Industry Association, CTSS


About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction.  The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit J.D. Power and Associates is a business unit of The McGraw-Hill Companies.


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. We keep their business leaders informed and connected through a full range of programs and services that tackle real-world service business challenges, providing real-world solutions. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT and telecom, consumer technologies and carriers, healthcare and healthcare IT, and industrial automation. TSIA brings the technology services industry together. Media Relations Contact: Suzanne Hite; TSIA, San Diego, CA 410-774-5322;


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


Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise. 

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