Following on recently launched innovations such as its Pacnet Enabled Network (PEN), 100G network upgrade and a growing data center footprint, Pacnet today announced a series of strategic initiatives focused on customer service excellence. Continued investments in training, refining key operational processes, deploying new customer-aligned tools, and the unveiling of an enhanced Customer Experience and Network Operations Center (CxNOC), are all designed to give Pacnet personnel the tools to provide enhanced service to customers.
“An innovative and ever-evolving product portfolio calls for equally advanced customer service capabilities,” said Andy Lumsden, Chief Technology Officer of Pacnet. “These fundamental enhancements of our customer support enable Pacnet to center our processes and tools around customer needs, driving customer-enabled innovations such as Pacnet Enabled Network while delivering the higher availability and priority restoration capabilities of initiatives like our 100G network upgrade.”
As a central component of Pacnet’s customer operations capabilities, the CxNOC is a world-class and purpose-built operations center that is able to deliver direct, instant customer service and rapid issue resolution, and troubleshooting. A dedicated team of over 180 highly skilled network and data center engineers provide 24 x 7, global, multi-lingual, cross-technology end-user support.
Operating from hubs in Singapore, Malaysia and Australia, CxNOC also features extended local teams in additional countries, enabling close proximity to Pacnet’s customers. This customer-focused service infrastructure provides strong capabilities deep into the end-user domain to support the key aspects of provisioning – fault and change management of end-user services.
“We’ve conducted an end-user survey of over 800 enterprise and carrier customers recently and received very encouraging results including the fact that 75 percent of those surveyed saying that they would recommend Pacnet,” said Paul Cooney, Vice President of Customer Operations for Pacnet. “This is a resounding endorsement of our continued customer experience enhancements as well as the driving force behind proactively obtaining end-user feedback to reinforce the understanding and focus of end customer perceptions and experiences.”
Other Pacnet service initiatives include the creation of a cross-functional Customer Advisory Forum. The Forum will provide Pacnet customers the opportunity to give regular feedback and suggestions on improvement directly to Pacnet executives.
“With the renewed customer experience focus and commitments, we are well positioned to address existing services and dynamic and sophisticated customer demands arising from the ground-breaking Pacnet Enabled Network, which provides true automation and control to our customers,” added Lumsden.
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