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Avaya Recognized by TSIA for Achieving Operational Best Practice Certification


Avaya Receives TSIA Rated Outstanding, Assisted Support North America Certification

  • Avaya Receives TSIA Rated Outstanding, Assisted Support North America Certification
  • Rigorous certification awarded after Avaya met more than 165 best practices criteria developed by TSIA, received validation by 50 leading technology companies, and passed a rigorous onsite audit conducted by seasoned service executives

SANTA CLARA, Calif. – February 1, 2016 – Avaya, a global leader in business communications software, systems and services, today announced that it has achieved the TSIA Rated Outstanding, Assisted Support North America Certification as part of TSIA’s Operational Best Practices certification program.

Click to Tweet: Avaya Achieves TSIA Operational Best Practice Certification

The Operational Best Practices (OBP) program, conducted by the Technology Services Industry Association (TSIA), is a rigorous certification process that inspects the capabilities of an organization across all relevant aspects of their operation on behalf of their customers. This detailed audit allows these organizations to ensure that they are delivering outstanding customer support at the channel, center, region, and global level. The TSIA Rated Outstanding certification is designed to target recognition within a single area of strength, such as a single support operation location and/or a specific mode of support.

As a result of their completion of the Operational Best Practices program, Avaya has achieved the TSIA Rated Outstanding, Assisted Support North America Certification for delivering excellence across all significant modes of technical support. Certification recognizes that Avaya support people, processes and technologies will help customers get the most from their technology investment. Achieving certification meant that Avaya had to meet over 165 best practices criteria developed by TSIA, receive validation by 50 leading technology companies, and pass a rigorous onsite audit conducted by seasoned service executives who confirmed the company’s commitment to excellence in service operations.


“We are proud to honor Avaya for completing the Rated Outstanding Assisted Support certification process. Our Operational Best Practices certification programs are a comprehensive way for organizations to measure their ability to support customers from the people, process, and technology perspective, and at the same time establish themselves as an industry leader in Assisted Technical Support. By receiving this certification, Avaya has not only demonstrated a willingness to test their capabilities against a rigorous process, but they have done so on behalf of a company-wide dedication to customer satisfaction.”

- Tom Pridham, senior vice president of Major Membership Development and Organizational Development Services for TSIA

“We are proud to be TSIA Rated Outstanding, as it’s a reflection of the hard work and dedication of Avaya’s support organization. We are pleased that customers can purchase Avaya products with confidence knowing that the highest industry support standards are met and are backed by outstanding quality after-sales telephone, online case, and email operations support.”

- Mike Runda, senior vice president, Avaya Client Services

Resources: More information on TSIA’s Operational Best Practices programs can be found at

Tags: Avaya, TSIA, outstanding customer support, channel, assisted support, awards, industry standard, certification,

About Avaya

Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit

About TSIA
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. TSIA's editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at, follow us on Twitter @TSIACommunity, or connect with us on LinkedIn and Google +.


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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