Frost & Sullivan presented New Global Telecom Inc. (NGT) and PAETEC Communications Inc. with 2005 Customer Value Enhancement Awards at the analyst firms third annual Customer Value Enhancement Awards Banquet.
NGT was recognized in the managed wholesale IP telephony service market, while PAETEC was recognized for the company’s marketing strategy and customer care.
NGT has grown its customer portfolio since it officially launched its 6DegreesIP managed wholesale IP telephony service for service providers in January 2004. NGT has more than 40 wholesale customers including CLECs, ISPs, ASPs, data network providers and U.S. carriers.
Some of the factors that have impacted NGT’s growth positively include its long-standing reputation and experience delivering outsourced voice services and network management solutions, the breadth of its product portfolio, and the uniqueness of its advanced hosted IP telephony solution,” says Frost & Sullivan research analyst Elka Popova. “It is, however, the company’s attention to customer feedback and focus on post-sales support that truly differentiate it from the more complacent incumbent carriers.”
NGT’s 6DegreesIP product suite is based on BroadSoft’s BroadWorks IP telephony platform, and can implement a solution in less than 90 days in most situations, it says. Customer support includes a dedicated account manager and training and support services.
Meanwhile, PAETEC offers customized voice and data solutions to medium and large businesses, and in several verticals including education, health care, hospitality, government and financial services. The company has widened its portfolio to attract new customers across manufacturing and financial verticals. New products include SecureTec, a suite of IP VPN services, TrueConnect disaster recovery services, Advantage Business Line services, voice trading services and DirectLink IP Contact center solutions.
PAETEC also is testing a suite of VoIP services, completing internal test trials and alpha customer trials for hosted IP telephony, collaboration services and dynamic bandwidth allocation.
From a customer care perspective, apart from offering 24/7 live telephone customer support, the company has deployed the WebFront customer portal that enables customers to manage their accounts online,” says Frost & Sullivan research analyst Imran Khan. “PAETEC has also implemented customer advisory programs in its major markets to collect customer feedback on their needs and requirements, which further help the company improve its marketing strategy.”
The award PAETEC won this year lauds successful sales entry, customer acquisition and service strategies, and the degree to which those strategies have met customers’ stated needs and requirements.