News : Cisco Awarded 10th Certification for Excellence by TSIA and J.D. Power
San Diego, CA, USA, July 18, 2016 -- The Technology Services Industry Association (TSIA), an association for today's technology and services organizations, has announced Cisco's 10th certification in the J.D. Power Certified Technology Service and Support Program. The certification recognizes Cisco for delivering "An Outstanding Customer Service Experience" to their customers worldwide.
Jointly developed by TSIA and J.D. Power, this program evaluates overall customer satisfaction, helps technology support organizations increase their efficiency and effectiveness in technical service and support, and is part of TSIA's body of Operational Best Practices programs. The results of this certification also provide technology consumers with insight into which companies have demonstrated service and support excellence when making their purchasing decisions.
To achieve this high-level certification, which remains valid for one year, an organization must undergo a rigorous evaluation process and attain customer satisfaction scores among the top 20 percent of companies globally that offer technology support, based on J.D. Power's extensive technology industry benchmark customer satisfaction research. The organization must also pass a detailed audit of its support policies and procedures.
"We're proud to honor Cisco in their 10 years of certification," said Thomas Pridham, Senior Vice President, Major Membership Development and Organizational Development Services for TSIA. "The Operational Best Practices program gives companies the opportunity to see how they measure up to the industry's highest standards of support and customer satisfaction. The fact that Cisco has achieved this high level of certification for services and support 10 times in a row further demonstrates their commitment to greatness and, most importantly, to serving their customers."
"Listening to our customers using smart tools and automation to improve their support experience are key elements of our services strategy," said Joe Pinto, Senior Vice President, Technical Services, Cisco. "Given our culture of delivering customer success, we are continuously using what we learn to improve our people, process, and technology to stay ahead of rising customer expectations. This recognition, our 10th consecutive certification, clearly demonstrates our passion and commitment to delivering an exceptional support experience and to helping our customers succeed in today's increasingly demanding and challenging world."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Segment Your Customers
More Editorial From Cisco
Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. These solutions let you uniquely personalize communication with individual customers through a variety of media including voice, Web, e-mail, and video.
About Technology Services Industry Association - (TSIA):
Founded in 1989, the Service & Support Professionals Association (SSPA) has grown to become the largest and most influential industry trade group for technology service and support professionals. The Service & Support Professionals Association is now called the Technology Services Industry Association (TSIA).
Published: Wednesday, July 20, 2016