SAN FRANCISCO—June 12, 2012— The CTSS Program – jointly developed by J.D. Power and Associates and TSIA – evaluates overall customer service and helps consumers and business customers identify vendors that have demonstrated excellence in customer service among companies offering support services for technology.
“The path to sustainable growth for an organization begins with a satisfied customer base. By passing rigorous program standards that tie structure, process and application, Riverbed clearly demonstrates the ability to deliver the highest level of service and support to its customers for the second year in a row,” according to J.D. Power and Associates. “Customer interactions with technical service and support can have a deep and lasting impact on overall customer experience with the brand and drive increased loyalty. ”
Excellence in Service Operations is TSIA’s industry certification that recognizes outstanding service operations across all aspects of a customer support business. This comprehensive program was developed by leading technology companies and includes over 300 best-practice criteria. Excellence in Service Operations involves in-depth audits of all relevant support functions and locations for a business.
“Riverbed clearly recognizes the importance of offering world-class technical support to their customers,” said Joanne Weigel, senior director of certification programs at TSIA. “Customers can count on Riverbed to have the people, processes and technology in place necessary to provide quality support. ”
More than 17,000 organizations worldwide depend on Riverbed to understand, optimize and consolidate their IT infrastructure, through solutions that overcome performance issues caused by distance, distributed computing, and ever increasing amounts of data. As IT organizations embark on strategic initiatives to virtualize, consolidate and migrate workloads into cloud environments, users are moved farther from their data, and slow applications, file transfers and inefficient websites negatively impact the performance of these initiatives. Riverbed transforms IT performance by providing solutions spanning WAN optimization, edge virtual server infrastructure (edge-VSI), application-aware network performance management (NPM), application delivery, web content optimization (WCO), and cloud data protection for backup and disaster recovery. By providing the broadest portfolio of performance solutions that deliver anywhere, any application optimization, Riverbed enables organizations to increase productivity and efficiency, while enhancing business resilience and controlling costs.
“As our customer base grows it becomes increasingly important that we remain focused on providing the highest level of client satisfaction in the industry. This client centric approach enables us to build and strengthen our long-term relationships,” said Scott Downie, senior vice president of worldwide support for Riverbed. “We appreciate the recognition that our team is providing exceptional service and support. ”
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
The Technology Services Industry Association (TSIA) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs. We keep their business leaders informed and connected through a full range of programs and services that tackle real-world service business challenges, providing real-world solutions. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT and telecom, consumer technologies and carriers, healthcare and healthcare IT, and industrial automation. TSIA brings the technology services industry together. www.tsia.com
This press release contains forward-looking statements, including statements relating to the expected demand for Riverbed's products and services, and statements relating to Riverbed’s ability to grow market share and meet the needs of distributed organizations. These forward-looking statements involve risks and uncertainties, as well as assumptions that, if they do not fully materialize or prove incorrect, could cause our results to differ materially from those expressed or implied by such forward-looking statements. The risks and uncertainties that could cause our results to differ materially from those expressed or implied by such forward-looking statements include our ability to react to trends and challenges in our business and the markets in which we operate; our ability to anticipate market needs or develop new or enhanced products to meet those needs; the adoption rate of our products; our ability to establish and maintain successful relationships with our distribution partners; our ability to compete in our industry; fluctuations in demand, sales cycles and prices for our products and services; shortages or price fluctuations in our supply chain; our ability to protect our intellectual property rights; general political, economic and market conditions and events; and other risks and uncertainties described more fully in our documents filed with or furnished to the Securities and Exchange Commission. More information about these and other risks that may impact Riverbed’s business are set forth in our Form 10-Q filed with the SEC on April 30, 2012. All forward-looking statements in this press release are based on information available to us as of the date hereof, and we assume no obligation to update these forward-looking statements. Any future product, feature or related specification that may be referenced in this release are for information purposes only and are not commitments to deliver any technology or enhancement. Riverbed reserves the right to modify future product plans at any time.
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