CHICAGO, March 18, 2022 – Nitel, a leading next-generation technology services provider, today announced that its Chicago-based network operations center (NOC) is celebrating ten years of delivering award-winning technical support for Nitel’s nationwide customer base.
Having outsourced the function for Nitel’s first several years, the company looked to improve the customer experience and opened its own network operations center in Chicago in March of 2012. Since then, the NOC has grown to include multi-level technical assistance and a follow-the-sun support model to ensure the health and security of the digital environments of its customers.
Among the NOC’s achievements are:
- Three-time Stevie® Award winner, most recently in 2022 in the Customer Service Department of the Year – Telecommunications category
- Three-time honoree in the 100 Best Places to Work in IT by IDG’s Insider Pro and Computerworld
- 35-second average to speak with a live technician
- 4.6 out of a possible 5 customer satisfaction score
“Every day we look to deliver on the promise of providing a world class experience for our customers,” according to Nitel SVP of network engineering Lawrence Edmond. “To us, that means focusing just as much on clear communication, follow up, urgency and courteousness as it does on technical expertise.”