Technology Services World - Fall 2011 Awards

Awards at TSW

Technology Services World provides the perfect backdrop for recognizing excellence, making the TSIA Awards Program a popular event for honorees and attendees alike. Our awards luncheon takes place the final day of the conference, and is marked by much pomp and circumstance and a palpable air of excitement. Four types of awards comprise the closing-day ceremony: the STAR Awards, the Recognized Innovator Awards, and recognition for Support Staff Excellence and Organizational Development Program Certification achievements.

Below are the Fall 2011 TSIA Awards winners (click on links to view full press releases).

STAR Awards Winners (listed by category):

  • Excellence in Complex Application Support , Digital Hands
  • Excellence in Continual Improvement , McAfee
  • Excellence in Innovative Support , Cisco Systems
  • Excellence in Mission Critical Support, Hardware , Oracle
  • Excellence in Mission Critical Support, Software , Avaya
  • Excellence in Partner Management , Cisco Systems
  • Excellence in Remote Diagnostics for Hardware Service , Avaya
  • Overall Excellence in Field Services Delivery , EMC
  • Overall Operational Excellence in Technology Professional Services , EMC
  • Overall Operational Excellence in Education Services , EMC
  • Small Company Excellence in Support Services , Corptax

Recognized Innovator Awards Winners:

  • Convergys Corporation , Innovation in Services
  • Kopin Corporation , Innovation in Products
  • The Verghis Group , Innovation in Consulting

Certified SSE Center Awards Winners:

  • Altitude Software , Certified Support Staff Excellence Center, Level II, First Year.
  • Callidus Software , Certified Support Staff Excellence Center, Level I, First Year.
  • Cisco, Sydney Global Technical Support , Certified Support Staff Excellence Center, Level I, First Year.
  • Corptax , Certified Support Staff Excellence Center, Level II, Second Year.
  • Datacert , Certified Support Staff Excellence Center, Level II, First Year.
  • Flexera Software , Certified Support Staff Excellence Center, Level I, First Year.
  • TeleTracking Technologies , Certified Support Staff Excellence Center, Level II, First Year.

Organizational Development Program Awards Winners:

  • HP Software , TSIA Rated Outstanding
  • HP Consumer , TSIA Excellence in Service Operations
  • HP Commercial , TSIA Excellence in Service Operations
  • Cisco Systems , Certified Technology Service & Support Hall of Fame
  • Xerox , Certified Technology Service & Support Hall of Fame

STAR Awards

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 service and support delivery industry-wide. Winning a STAR Award means that you and your service organization have been acknowledged by your peers as being among the best in the business. The Fall 2011 STAR Awards include several categories, with the awards acknowledging excellence in different aspects of service and support delivery.

Recognized Innovator Awards

Now in its eleventh round, the Recognized Innovator Awards have become highly regarded in the technology services industry, representing the only independently judged awards program that recognizes innovation in technology services solutions documented with customer case studies of measurable business value and results. Three awards categories are presented in each round — the Fall 2011 categories include products, services, and consulting. As a Recognized Innovator, winners and finalists are featured in TSIA research, and conference attendees can learn more during the Innovation Tour, conducted on-site at the conference.

Support Staff Excellence

Support Staff Excellence (SSE) is a powerful staff development program that enables the delivery of a superior customer service experience by developing an organization's most critical service delivery resource: their people. SSE is based on a series of training programs for entry-level technical support and field service staff as well as supervisors and managers. Member companies that successfully complete the SSE program are eligible for the designation of Certified Support Staff Excellence Center. This designation can be achieved for a single call center, an entire business unit or geography, or at a corporate-wide level. In addition to other venues of recognition, this outstanding achievement is hailed during the TSIA Awards Program.

Organizational Development Program Certification

Since 2005 TSIA members committed to demonstrating the powerful influence that service and support has on customers have entered the Organizational Development Program.Companies certified in the program are at the very top of their game, delivering unsurpassable support through all their major support channels (e.g., phone, e-mail, chat, field service, repair, web self-service).Companies certified in the most comprehensive and challenging TSIAprogram are tested against the best practices in the industry, defined by the TSIA membership, and in some cases have passed a comprehensive survey of their customers conducted by J.D. Power and Associates.There are three certification programs: J.D. Power and Associates Certified Technology Service & Support, TSIA Excellence in Service Operations, and TSIA Rated Outstanding.We'll be publicly recognizing these stellar performers during the TSIA Awards Program.

TSIA congratulates all winners of these prestigious technology services industry awards.