Chicago – March 6, 2023 – Nitel, a leading network as a service (NaaS) provider, has been presented with a Stevie® Award in the Customer Service Department of the Year – Telecommunications Category in the 17th Annual Stevie Awards for Sales & Customer Service. Winners were announced during a gala event attended by more than 400 professionals from around the world at Caesars Palace in Las Vegas, NV on Friday, March 3.
This year’s award was based on the Nitel NOC’s ability to ensure business continuity for its 5,000+ customers. With over 25,000 unique services to manage and maintain, the Nitel NOC, consisting of individuals in two geographically redundant locations, works around the clock to troubleshoot and solve critical technical challenges with customer networks and associated services.
“We are very proud of the work our NOC staff does on behalf of our customers,” said Margi Shaw, CEO of Nitel. “We take the responsibility of ensuring the health of our customers’ digital environments very seriously, and that team proves each and every day that they are up to the task.”
The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes eight of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®. More than 2,300 nominations from organizations of all sizes and in virtually every industry, in 49 nations and territories, were considered in this year’s Stevie Awards competition.
As companies continue to digitally transform their businesses at a high rate – from moving mission critical applications to the cloud to addressing evolving security challenges – the Nitel NOC has worked to ensure technical issues would not stand in the way of customer success, according to the submission.
In fact, Nitel cited in its submission several metrics that demonstrated the Nitel NOC’s ability to serve its customers:
- Continued Nitel’s stellar track record by averaging 36 seconds for customers to speak to a technician any time they call the NOC
- Improved the average time to repair by 12 per cent over 2021 results
- Maintained exemplary customer satisfaction scores in 2022 with an average score of 4.2 out of 5
- Enhanced Nitel’s proactive monitoring capabilities to address service issues more quickly and increase customer success
Lawrence Edmond, Nitel’s senior vice president of network engineering added, “Expanding our technical support capabilities are an important part of our NaaS model – one in which we can act as an extension of a customer’s IT organization.”
According to Edmond, Nitel’s NOC team, which also won Stevie Awards in 2019, 2021 and 2022, was enhanced with the acquisition last year of Hypercore Networks, adding expanded capabilities and more staff, including a second location for customer support.
“The nominations we received for the 2023 competition illustrate that business development, customer service, and sales professionals worldwide, in all sorts of organizations, have continued to innovate, thrive, and meet customer expectations,” said Stevie Awards President Maggie Miller. “The judges have recognized and rewarded their achievements, and we join them in applauding this year’s winners for their continued success.”
Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/Sales. Nominations for the 2024 competition will be accepted starting this July.
About The Stevie Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com.