Multiscreen Innovator Recognized for Best Practices for Customer Success and Support
– SeaChange International, Inc.
(NASDAQ: SEAC) is the winner of the Fall 2015 Technology Services Industry Association
(TSIA) STAR Award for Best Practices in the Delivery of Customer Success & Support, SMB Level. SeaChange accepted the award at the Technology Services World 2015
Service Transformations conference in Las Vegas last week.
The TSIA STAR Award for Best Practices in the Delivery of Customer Success & Support recognizes the company that has embraced best practices in people, process, and technology to increase agent productivity, service levels, or customer satisfaction; increase problem avoidance; or effectively handle more interactions using unassisted channels.
SeaChange’s global services organization
delivers mission-critical support for the best known brands in cable, telco and satellite television, ultimately affecting the premium video experiences enjoyed by millions of subscribers. The company was honored for creating a support services program founded on TSIA best practices to ensure SeaChange customer loyalty and high satisfaction as demonstrated by metrics including maintenance renewals, faster call response times and overall increased customer ratings.
“SeaChange established a new generation of support services through a blend of tools and technology, process improvement, staff training, quality programs and, most importantly, listening to our customers and taking immediate action with the data,” said Maria Duquette, senior vice president, Professional Services & Technical Support. “I’m very proud that our organization was steadfast in showing the world that commitment to TSIA’s best practices will produce optimal results for the customer.”
Jay Samit, SeaChange CEO, added, “While the achievement of Maria and the services team shines through in our performance with our customers, I’m thrilled to see them capture well earned peer recognition.”
“Now in its 25th year, the STAR Awards program has become a long-standing honor in the technology services industry, recognizing organizations that set the standard for leadership and dedication to this important market space,” said J.B. Wood, president and CEO of TSIA. “SeaChange has clearly demonstrated its high-level commitment to delivering world-class results, and it is truly an honor to recognize them for their dedication to excellence.”
Companies seeking the STAR Award undergo a rigorous evaluation process, with the winners selected by TSIA’s service discipline advisory board members. Since its inception in 1990, the STAR Awards have become one of the highest honors in the technology services industry, acknowledging the contribution of companies of all sizes to the continual improvement of technology services delivery industry-wide.
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. TSIA's editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at www.tsia.com
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About SeaChange International
Enabling our customers to deliver billions of premium video streams across a matrix of pay-TV, OTT and mobile platforms, SeaChange (Nasdaq: SEAC) empowers service providers, content owners and brand advertisers to entertain audiences, engage consumers and expand business opportunities. As a three-time Emmy award-winning organization with over 20 years of experience, we give media businesses the content management, delivery, measurement and analytics capabilities they need to craft an individualized branded experience for every viewer that sets the pace for quality and value worldwide. For more information, please visit www.schange.com