Enterasys Networks Receives 2011 CRM Excellence Award from Customer Interaction Solutions Magazine

ANDOVER, Mass., June 21, 2011 /PRNewswire/ -- Enterasys Networks, a Siemens Enterprise Communications company, announced today that TMC, a global, integrated media company, has named Enterasys Networks' Global Technical Assistance Center as a recipient of a Customer Interaction Solutions® magazine 2011 CRM Excellence Award. This marks the second customer service award for Enterasys in as many years, having also won the 2010 CRM Elite award from Destination CRM. Customer Interaction Solutions has been the premier publication in the CRM, contact center and teleservices industries since 1982.

"We have been using Enterasys products in our data center for many years," said Brent Herring, Associate Director of IT University of Central Arkansas. "The responsiveness of the Enterasys GTAC support organization is the best we receive from all of our technology vendors.  The GTAC truly is a valued member of the University of Central Arkansas' support team."

Through Salesforce CRM and Service Cloud 2 applications, including the streamlining of critical global sales and customer data in multiple languages and currencies,  Enterasys Networks' Global Technical Assistance Center (GTAC) provides customers and partners with direct, high-touch access to GTAC personnel. As opposed to a one-hour call back, or call-coordinator strategy used by many other vendors in the networking marketplace, Enterasys combines the use of leading software technology with long-tenured support staff and an in-sourced support model. Through its Automated Call Distribution (ACD) system, the customer or partner is connected directly to GTAC Engineers and Technical Teams who are responsible for supporting specific product lines 24x7x365.

Recently, Enterasys further integrated with Salesforce Chatter with the introduction of isaac, the industry's first social media interface to IT management systems.  With isaac, customer network support issues are resolved with real-time feedback from any IP device via messages from Chatter, as well as other popular social media channels, such as Twitter, Facebook and LinkedIn. This ensures much faster resolution times for any network issues.

"Making the customer our top priority is central to our culture at Enterasys. We are proud that this core value has shined in the industry and led us to be recognized as a leader in customer relationship management," said Vala Afshar, Chief Customer Officer for Enterasys Networks. "Our customers view us as a strategic partner, and to maintain this close relationship, we utilize CRM technologies in innovative ways, including the recent breakthrough of isaac. This has helped us extend our industry-leading customer support and achieve an overall customer satisfaction rate of 97 percent and a first-person resolution rate of 94 percent, exceeding industry averages and offering exceptional service. We are also able to leverage the global presence of Siemens Enterprise Communications' managed services unit, which has been ranked as best in industry, to provide excellent service to customers no matter where they are located."

"The Twelfth Annual CRM Excellence Awards has recognized Enterasys Networks for being a true CRM partner to its customers and clients," said Rich Tehrani, CEO, TMC. "Enterasys Networks has demonstrated to the editors of Customer Interaction Solutions that its Global Technical Assistance Center improved the processes of their clients' businesses by streamlining and facilitating the flow of information."

Based on hard data, the CRM Excellence Awards rely on facts and numbers demonstrating the improvements that the winner's product has made in a client's business. Winners were chosen on the basis of their product or service's ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer.

The 2011 CRM Excellence Award winners can be found in the May and June 2011 issues of Customer Interaction Solutions magazine.

For more information, please visit www.tmcnet.com.

About Enterasys Networks and Siemens Enterprise Communications

Siemens Enterprise Communications is a premier provider of end-to-end enterprise communications, including voice, network infrastructure and security solutions that use open, standards-based unified communications and business applications for a seamless collaboration experience. This award-winning "Open Communications" approach enables organizations to improve productivity and reduce costs through easy-to-deploy solutions that work within existing IT environments, delivering operational efficiencies. It is the foundation for the company's OpenPath® commitment that enables customers to mitigate risk and cost-effectively adopt unified communications. Jointly owned by The Gores Group and Siemens AG, Siemens Enterprise Communications includes Cycos and Enterasys Networks. For more information about Siemens Enterprise Communications or Enterasys please visit www.siemens-enterprise.com or www.enterasys.com.

About Customer Interaction Solutions

Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry.  Please visit www.cismag.com.  

About TMC

TMC is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, NGN and InfoTECH Spotlight magazines.  TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries. 

TMC is the producer of ITEXPO, the world's largest and best-attended IP Communications event. ITEXPO West 2010 was ranked #3 on Trade Show Executive's Fastest 50 Award List.  TMC expects to accelerate ITEXPO West's growth by bringing the show to Austin, one of the fast-growing technology hubs in the country.  In addition, TMC runs multiple industry events: 4G Wireless Evolution; Smart Grid Summit; M2M Evolution; Cloud Communications Expo; SIP Tutorial; VIPeering; Business Video Expo; Regulatory 2.0 Workshop, DevCon5: The HTML5 Development Conference; CVx; Digium|Asterisk World; StartupCamp; MSPAlliance, MSPWorld and more!   Visit TMC Events for a complete listing and further information.

For more information about TMC, visit www.tmcnet.com.

SOURCE Enterasys Networks