DENVER, April 23, 2013 /PRNewswire/ -- Virtela, the world's largest independent managed network, security and cloud services company, today announced it has been named a Gold winner in the 2013 Info Security Global Excellence Awards in the category of 'Support and Customer Satisfaction.' Virtela's Global Operations Centers were honored for ensuring the highest levels of customer satisfaction through highly proactive and personalized support. Presented by Info Security Products Guide, the 9th annual awardsrecognize achievements in every facet of the security industry.
A recent Forrester Research survey1 shows that 71 percent of customers say that "valuing their time" is the most important thing a provider can do to provide good customer service. Year after year, Virtela outperforms the industry and its own service level guarantees -- speaking directly to this customer demand. For example, Virtela improved the speed to answer customer calls by nearly 50 percent in 2012, answering first calls within an average of 6 seconds. This compares to industry norms of hours, or in some cases, even days for a callback.
Underscoring the company's passion for support, 97 percent of customer survey respondents in 2012 said they were highly satisfied or satisfied with the courtesy of the Virtela technical operations staff, and 95 percent were highly satisfied or satisfied with Virtela's resolution of their issues.
"Customer support and satisfaction has always been, and always will be, our number one priority, and we are honored to be recognized for this commitment," said Ted Studwell, Virtela's senior vice president of engineering and operations. "We consistently pursue new and innovative ways to better meet customers' enterprise networking needs, and it is this approach that has enabled us to set new industry standards when it comes to customer support."
Unlike traditional network providers, Virtela's Global Operation Centers (GOCs) are staffed 24x7 by network engineering and IT experts who proactively monitor, inspect, detect and analyze customer networks and IT infrastructure, providing follow-the-sun support to ensure the highest uptime and business continuity. Using proprietary technology called VirtelaPredict, the team can diagnose 95 percent of potential enterprise network issues before they impact network health. Virtela offers a broad suite of IT infrastructure management services that enable CIOs and IT teams to better achieve their strategic priorities by offloading the time intensive but critical end-to-end management of key network, security and other IT infrastructure devices to Virtela and its innovative management systems and portal, VirtelaView.
The 2013 Info Security Global Excellence Award winners were honored at a ceremony in San Francisco. Virtela was also named an Info Security Global Excellence Award winner last year for its Cloud-based Mobile Device Management (MDM) service in the category of 'Best Deployment and Case Studies.'
This recognition expands a growing list of industry awards Virtela has received for its innovative products and services and superior customer support. These include the Frost & Sullivan Product Leadership Award, World Communication Award, Global Telecoms Business Innovation Award, American Business Award (Stevies), Best in Biz Award, Mobility Tech Zone Award, and the AlwaysOn Global 250.
1 Communication Channel Preferences For Customer Service Are Rapidly Changing. Do You Know What Your Customers Need? Forrester Research Blog, March 15, 2013
Virtela Technology Services Incorporated is the smart alternative to traditional global carriers and equipment vendors for enterprise networking and virtualized IT services. The company delivers award-winning services via its Virtualized Overlay Network and Virtela Enterprise Services Cloud (ESC) platform, which enables the transition of branch office networking and security services to the cloud. Virtela gives enterprises the benefit of "asset-light" software-defined networking that delivers up to 80% cost savings in upfront capital and 30% savings in ongoing operating expenses.
Recognized by more than 50 awards for outstanding service innovation and customer support in the last two years, Virtela's services suite includes global managed network, security, mobility, application acceleration, and IT infrastructure services.
Virtela is headquartered in Denver, Colorado, with global support centers around the world. For more information, please call +1 (720) 475-4000 or visit www.virtela.net.