ATLANTA – June 24, 2011─ Internap Network Services (NASDAQ: INAP), a provider of intelligent IT Infrastructure services, has won a Stevie® Award for ‘Best Customer Service Department’ of the Year at the 2011 American Business AwardsSM this week.
The award recognizes Internap’s excellence in providing outstanding network performance and customer support. The Stevie Awards honor the achievements and positive contributions of exemplary organizations and business people around the globe, serving as one of the world’s more coveted awards. The awards were presented during ceremonies at the Marriott Marquis Hotel in New York City. The ceremonies were hosted by Cheryl Casone of Fox Business Network and were broadcast nationwide on the radio by the Business TalkRadio Network®.
Internap was selected for its best-in-class customer service, which underpins the smooth delivery of data center services including colocation, managed hosting and cloud, as well as enterprise IP services and a Content Delivery Network to thousands of organizations globally. In 2010, Internap delivered better than “five nines” availability across its colocation and IP connectivity services, the industry gold standard for the system design and operational performance of high-availability equipment, networks and services.
This level of reliability and performance is enabled by Internap’s patented Managed Internet Route Optimizer™ (MIRO) technology, which analyzes IP traffic in real time and delivers it over the best path for an optimized customer experience. Internap’s customer service department actively monitors data center and IP network availability, allowing it to offer customers a proactive 100% uptime service level agreement.
Rather than rely on outsourced call centers, Internap engineers answer all customer calls 24/7 in its own network operations centers (NOC) – dramatically reducing resolution time. Rapid reaction times combined with proactive communication from an experienced customer service team help make Internap’s support organization world-class. Additionally, in 2010, Internap’s dedicated customer support efforts yielded these outstanding customer benefits:
- Customers gave an average rating of 4.8 following resolution of open service tickets (based on a scale of 1 – 5, with 5 being “extremely satisfied”).
- Internap’s Net Promoter Score, a general business customer loyalty metric, rose 20 percentage points in the last year (Net Promoter Scores are measured against a company’s own increase/decrease over time versus against competitor metrics).
- Internap’s NOC had a 2:1 ratio of outbound to inbound calls, highlighting its proactive customer support.
In a testament to the outstanding service of Internap’s support team, out of the hundreds of incoming customer service calls per month:
- All calls were answered within 10 seconds, on average.
- The caller abandon rate was an astonishingly low .01% .
- 95% of the time, the Internap NOC engineer answering a call was the same one that resolved the issue, underscoring the deep skill and expertise of the department.
“Internap recognizes that the caliber of our support offering directly influences customer business – including end-user satisfaction and loyalty, brand reputation and financial performance,” said Steve Orchard, senior vice president of operations and customer support at Internap. “We are delighted to receive the Stevie Award for ‘Best Customer Service Department of the Year’ and will continue to innovate in network performance technology and customer service to provide intelligent IT Infrastructure services to thousands of enterprises worldwide.”
More than 200 executives across the country participated in the judging process to determine the Finalists and Stevie Award winners. More than 2,800 entries from organizations of all sizes and in virtually every industry were submitted for consideration. Details about The American Business Awards and the lists of honorees in all categories are available at http://www.stevieawards.com/aba.
a provider of intelligent IT Infrastructure services
Internap provides intelligent IT Infrastructure services that enable our customers to focus on their core business, improve service levels, and lower the cost of IT operations. Our enterprise IP, CDN, colocation, managed hosting and cloud solutions are differentiated by unparalleled levels of performance, availability and support. Since 1996, thousands of businesses have entrusted Internap with the delivery and protection of their online applications. Transform your IT infrastructure into a competitive advantage with IT IQ from Internap. For more information, visit http://www.inap.com/, our blog at http://www.inap.com/blog, or follow us on Twitter at http://twitter.com/internap.
About The Stevie Awards
Stevie Awards are conferred in four programs: The American Business Awards, The International Business Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Honoring companies 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.
This press release contains forward-looking statements. These forward-looking statements include statements related to our expectations related to our ability to innovate network performance technology and the provision of customer service. Because such statements are not guarantees of future performance and involve risks and uncertainties, there are important factors that could cause our actual results to differ materially from those in the forward-looking statements. These factors include our ability to develop innovations in network performance technology and customer service; the actual performance of our IT infrastructure services; our ability to respond successfully to technological change; the availability of services from Internet network service providers or network service providers providing network access loops and local loops on favorable terms, or at all; failure of third party suppliers to deliver their products and services on favorable terms, or at all; failures in our network operations centers, data centers, network access points or computer systems; our ability to provide or improve Internet infrastructure services to our customers; and our ability to protect our intellectual property, as well as other factors discussed in our filings with the Securities and Exchange Commission. Given these risks and uncertainties, investors should not place undue reliance on forward-looking statements as a prediction of actual results. We undertake no obligation to update, amend or clarify any forward-looking statement for any reason.
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