Contact Information: Media Inquiries: Jonathan Varman Avaya 908-953-6432 jvarman@avaya.com Suzanne Hite SSPA 410-774-5322 suzanneh@thesspa.com
Avaya Receives Spring 2009 SSPA STAR Award for Best Practices
Company Honored for Best Knowledge Management Practices at Silicon Valley Event
| Source: Avaya Inc.
BASKING RIDGE, NJ--(Marketwire - May 18, 2009) - Avaya announced it has been honored with
a Spring 2009 STAR Award for Best Knowledge Management Practices from the
Service & Support Professionals Association (SSPA), the largest and most
influential association for technology service and support professionals.
Avaya was honored with this award for the company's knowledge management
strategy, which includes repeatable, effective processes for capturing,
publishing, and maintaining content in order to solve customer problems in
a consistent and efficient manner. Avaya's key services tool in this area
is the InSite Knowledge Management Application, which contains over 100,000
articles that are available to customers and partners with an Avaya
Maintenance contract. Its advanced search capabilities deliver meaningful
information, documents, downloads, and troubleshooting tips to help users.
The STAR Awards are among the highest distinctions given in the service and
support industry, identifying and acknowledging companies of all sizes and
their contribution to the continual improvement of service and support
delivery industry-wide. There are two major categories of STAR Awards:
"Service Excellence" and "Best Practices."
"Winning the SSPA STAR Award acknowledges our company's commitment to
providing customers with the simplest, fastest way to find the pertinent
information they require," said Chris Formant, president of Avaya Global
Services. "Avaya is continuing its commitment to the development and
implementation of the most innovative processes for service and support
delivery."
Nominated companies underwent a rigorous evaluation process, with the
winners selected by SSPA's Advisory Board members. Areas of evaluation
included a detailed description of processes, performance metrics, returns
and benefits, as well as additional information about what makes the
contender's best practice unique.
"STAR Award honorees set the pace for the entire industry, representing
service and support organizations that demonstrate an ongoing high-level
commitment to delivering world-class results," said Stephen Smith,
executive director of SSPA. "Avaya proved itself through very intense peer
competition."
Avaya was presented with the STAR Award for Best Practices at the
Technology Services World (TSW) conference May 4-6 in Silicon Valley.
Produced by the SSPA, the Association for Services Management International
(AFSMI), and the Technology Professional Services Association (TPSA),
Technology Services World 2009 Silicon Valley is the largest gathering of
service executives and management in the industry. Attendees came together
at the spring conference to focus on breakthrough service economics that
impact efficiency, profitability, and customer satisfaction.
More information on the STAR Awards for Best Practices and the TSW
conference can be found at www.technologyservicesworld.com.
About the SSPA
As the industry's foremost service professionals association, the Service &
Support Professionals Association (SSPA) is a key resource for the
information and best practices needed to make better business decisions. It
brings together the best minds from across the industry -- from established
companies with successful track records to the pioneering newcomers with
out-of-the-box ideas. The SSPA also partners with thought leaders such as
J.D. Power and Associates to create programs that benefit the industry. The
SSPA is a member of a global network of associations that includes the
Technology Professional Services Association (TPSA) and the Association for
Services Management International (AFSMI). For more information, visit
www.thesspa.com.
About Avaya
Avaya is a global leader in enterprise communications systems. The company
provides unified communications, contact centers, and related services
directly and through its channel partners to leading businesses and
organizations around the world. Enterprises of all sizes depend on Avaya
for state-of-the-art communications that improve efficiency, collaboration,
customer service, and competitiveness. For more information please visit
www.avaya.com.