Real Time Communications Featured Article

GENBAND Wins Customer Service Award on Strength of Support Program

June 24, 2015

GENBAND recently won the gold-level of the 2015 Gartner & 1to1 Media Customer Experience Award in the Customer Experience Transformation category. The company received the recognition after making changes to GENBANDCare, its customer support program. The award itself underscores how customer experience is more important than it ever has been.

The award is a joint effort of research icon Gartner, Inc. and 1to1 Media, an online publication that serves as a resource for customer-oriented strategies. The award is given in four different categories: Customer Experience Transformation, Innovation in Customer Acquisition, Innovation in Service Excellence, and Innovation in Customer Insights. Each category has a gold, silver, and bronze winner.

Frisco, Texas-based GENBAND provides real-time communications software and products like session border controllers and gateways. Its customers include heavyweights like British Telecom, Bell Aliant, Marcatel, and VTR Chile.

Although the company’s client list is impressive, its product offering is hardly unique. Lots of companies offer session border controls, gateways, and the like, but what sets them apart? A recent report, Customers 2020, by Walker Consulting suggests that customer experience is a key differentiator.

According to data in the report, customer experience is already more important to business strategy than the strength of products or lower prices. Forty-three percent of those surveyed found it important to business strategy today, with 37 percent claiming products were important and 20 percent claiming price was important. In 2020, those numbers will shift. Customer experience will take points away from the other categories and rise to 50 percent. Products will decline to 34 percent, while price will drop to 16 percent.

An infographic compiled by has two key findings: 86 percent of buyers will pay more for better customer experience and 70 percent of customers will do business again with the company that resolves their complaints.

“Innovation drives our company at every level and taking the lead to become the customer-centric organization today’s marketplace demands is no exception,” said John McCready, EVP, Products and Corporate Development. “Our entire team came together with unwavering focus and commitment to this effort and our customers are responding positively. This award is a welcome validation of our hard work.”

Edited by Stefania Viscusi

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