For the past few years, Avaya has been a strong proponent of Customer Satisfaction and Loyalty Programs as a key driver of repeat business, referrals, and profitable growth.
(PRWEB UK) 22 February 2012
Sabio takes the lead in meeting and exceeding Avaya’s new Customer Satisfaction (CSAT) requirement for Avaya Partner Connect Platinum accreditation.
Sabio, the specialist contact centre and unified communications systems integrator, has confirmed that it has secured Avaya Partner accreditation at the highest level - Avaya Connect Platinum Partner status - for the eighth consecutive year. The announcement confirms Sabio’s continued success in designing, delivering and supporting comprehensive Avaya-based Unified Communications and Contact Centre solutions to organisations across a range of sectors, including Finance, Telecoms, Retail, the Public Sector and Business Services.
Avaya Connect Platinum accreditation now includes a critical customer satisfaction component, and Sabio has taken the lead in both meeting and exceeding the target Customer Satisfaction Program (CSAT) requirements needed to secure this Avaya Partner status. CSAT requires Sabio customers to provide external feedback on Sabio’s overall performance, and the company achieved an impressive 3.92 customer satisfaction score – significantly outperforming Avaya’s Platinum CSAT requirement.
A key factor behind Sabio’s continued strong Avaya Partner performance has been its commitment to investing in key Avaya skills and certifications, and its determination to add value to standard Avaya-based solutions through the integration of its own Sabio-developed Avaya applications. Sabio also backs its solutions with in-depth best practice expertise across all the key customer contact disciplines, including Workforce Optimisation, Speech IVR, Unified Communications, Communications Platforms, Interaction Management, Reporting, and Management Information. 2011 has additionally seen Sabio extend its international provision of standardised global contact centre infrastructures based on centralised Avaya Aura® platforms – with deployments enabled by the company’s Target Operating Model approach that ensures consistent delivery across multiple geographies.
“Avaya Partners are key to our success, and we’re delighted that Sabio has once again demonstrated its ability to engage at the highest level: winning significant volumes of Avaya-based business, exceeding our demanding Certification requirements, and securing impressive customer satisfaction levels from its Avaya customers,” commented Jan Lawford, Senior Director, EMEA Channels for Avaya. “We know that partners with genuine expertise deliver more value to our customers and to our business: Sabio’s continued ability to place Avaya Unified Communications and Contact Centre solutions at the heart of its customers’ operations shows that more than ever.”
“2011 has been another challenging year for the customer service sector, so that as an Avaya Partner, we’re delighted to have secured more business than ever before, to be investing in new skills and expertise, and to be developing the infrastructure we need to support our customers on a global scale,” commented Sabio’s Commercial Director, Andy Roberts. “This year we have continued to innovate, building and deploying advanced customer contact solutions based on the latest Avaya Aura and Avaya Workforce Optimisation and Unified Communications technologies. We look forward to building on this latest Avaya Partner accreditation, and to another successful year working in partnership with Avaya as an Avaya Connect Platinum Partner.”
Gaining Avaya Connect Platinum Partner status is the highest accreditation for an Avaya Partner, awarded only to those partners who exceed Avaya’s demanding assessment criteria across key areas, including technical capability, customer service support, business revenue targets, professional certification and marketing. Such Avaya Partners have the highest number of certified associates, are experts in complex projects involving multi-vendor integration for large organisations, and work across a wide geographic area.
- For the past few years, Avaya has been a strong proponent of Customer Satisfaction and Loyalty Programs as a key driver of repeat business, referrals, and profitable growth. The Avaya Connect Customer Satisfaction (CSAT) Program is a simple, yet informative and valuable, survey framework that produces actionable results to help understand and act on customer feedback.
Effective October 1, 2011, new requirements will be added to Avaya Connect to include Customer Satisfaction Survey results as criteria for reaching a higher level in the program. Avaya Partners will be required to have a minimum number of surveys completed by customers and have achieved a target minimum average score over a rolling twelve month period to be considered for Sabio’s Platinum status.
To maintain Platinum status, Avaya Partners need to achieve at least 10 current responses in a 12-month period with an average score of 3 and above, with a maximum potential score of 5.