Polycom Introduces First Service Partner Certification Program to Support Real-Time Communications
PLEASANTON, Calif. â€“ Feb. 10, 2005 â€“ PolycomÂ®, Inc. (NASDAQ: PLCM), the worldâ€™s leading provider of unified collaborative communications solutions, today expanded its core channel programs with the introduction of the Polycom Certified Service Partner (CSP) program. An industry first, the CSP program certifies Polycomâ€™s best-in-class service and support channel partners by verifying their performance in providing customers with 24×7 support, fast response times, call center support, and stringent training in Polycom solutions and IP networking. The CSP program is unique in requiring CSP certified partners to maintain a high level of customer satisfaction in order to achieve annual recertification. Polycom and its CSP partners are jointly able to offer maintenance and diagnostic service and support. This approach is also unique among industry support programs for its tight integration of vendor and channel partner support, which assures the customer the right skill set and best practices for each stage.
â€œReal-time conferencing and collaboration technology is a mission critical application for many customers and becoming an integral part of our customersâ€™ core IP network environments,â€ said Geno Alissi, vice president and general manager of global services at Polycom. â€œThe Polycom Certified Service Partner program ensures our certified channel partners are able to deliver the high level of expertise, service and support that customers demand for their core business applications. The Polycom Certified Service Partner program sets the industryâ€™s highest standard for post sales service and support in an effort to drive complete customer satisfaction, increased customer loyalty, and continued adoption of unified collaborative communications solutions.â€
The Polycom CSP program requires that certified partners demonstrate expertise in virtually all aspects of Polycom technology and associated network environments. The Polycom CSP program is an annual certification that recognizes a channel partnersâ€™ expertise and service capabilities, and their ongoing focus on customer satisfaction as measured through service performance metrics. The CSP program is currently in progress and several Polycom channel partners are in the application and audit process for certification.
Specific certification program requirements include:
- Polycom product technical training and testing
- Industry and network certifications
- End-user satisfaction metric
- Post-sales technical support lab facility
- Call center capabilities
- Committed Technical support delivery response times
- 24×7 technical support availability
- On-site service capability
- e-support and technical support knowledge base
- Compliance with technical support escalation policy
- Call management database
â€œOur number one goal is customer satisfaction. When customers buy service from a Polycom CSP certified partner, they can be assured that those partners have the knowledge, training, commitment and backing from Polycom to meet their conferencing and collaboration technology requirements,â€ added Alissi.
Polycom continues to work closely with and mentor partners during and after certification to assist and ensure a high level of proficiency is always maintained. The CSP program is initially available to Polycom resellers and distributors in North America.
Polycom, Inc. is the worldâ€™s technology leader of high-quality, easy-to-use video, voice, data and web conferencing and collaboration solutions. The Polycom Officeâ„¢ is our continued commitment to make distance communications as natural and interactive as being there by providing best-in-class conferencing solutions that are interoperable, integrated and intuitive to the user. The Polycom Office is based on industry standards and supported by an open architecture that promotes interoperability in multi-vendor environments and complements leading network infrastructure platforms. For additional information, call 1-800-POLYCOM (765-9266) or +1-408-526-9000, or visit the Polycom web site at http://www.polycom.com/.
Polycom and the Polycom logo are registered trademarks and Polycom Office, is a trademark of Polycom in the U.S. and various countries. All other trademarks are the property of their respective owners. Â©2005, Polycom, Inc. All rights reserved.