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NEC Scores Highest in Customer Service, Technology and Trusted Advisor Skills in Midmarket IP Telephony
Posted on Tuesday, September 9, 2014 at 11:41 AM

Irving, TX - August 6, 2014 - NEC Corporation of America (NEC), a leading provider and integrator of advanced IT and communications solutions, received the highest overall score from a customer-based survey in the annual Nemertes PilotHouse research study.

Midmarket IT professionals (those companies with fewer than 2,500 employees) using NEC for IP telephony rated NEC highest among all IP telephony vendors in three core areas:

  • Technology
  • Customer Service
  • Ability to serve as a Trusted Advisor

The scores exceeded the ratings assigned by customers of other leading unified communication firms in the same categories. NEC also achieved the best customer loyalty in the Nemertes Customer Loyalty Barometer, which shows the relative percentage of companies planning to leave their provider in the next two years.

"Midmarket IT professionals are pleased not only with NEC's technology, but with its customer support and ability to be their trusted advisor for strategic decisions," said Robin Gareiss, president and founder of Nemertes Research. Nemertes PilotHouse program evaluates numerous vendors on key criteria IT staffs use in their decision making. The results accurately reflect vendor performance because they are based heavily on real-world ratings and feedback from those who know best -- the customers."

The Nemertes report surveyed 500 IT professionals who were customers of the leading unified communication vendors. The Nemertes scorecards tabulated information on the following metrics:

This category measured product features, security features, management capabilities, reliability, and Interoperability with other vendor solutions.

Customer service
Metrics measured were: pre-sales responsiveness, post-sales responsiveness, break-fix responsiveness, accuracy and timeliness of invoices.

Trusted-advisor skills
Considerations included:

  • Expertise (Possesses expertise with, experience in, training on these technologies. Understanding of industry, business issues, and company.)
  • Credibility (Has done well for you in the past, has solid referrals, good reputation. Provides value with measurable results.)
  • Character (Honest, trustworthy, displays a shared value system. Says what need to be said vs. what a customer may want to hear.)

NEC also scored well in VAR performance, with the highest scores among all midmarket IP telephony ratings for "VAR functions as an extension of the vendor."

"NEC places a very high emphasis on its customer service and we always make customer service a top priority," said Larry Levenberg, VP, NEC Corporation of America. "Our product development teams encourage user feedback to help craft product technical features and design and as a result, we have consistently ranked at or near the top in delivering value to our customers in various studies. The Nemertes report is further validation of this."

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