"These awards and certifications demonstrate Websense's ongoing investment in our customer success and our firm commitment to delivering world-class service and support to our valued customers, I am pleased to say that the SCP program in combination with the ASP and InformationWeek 500 awards validate our ability to deliver best-in-class enterprise support via our global centers for supporting multiple products."
Pankaj Bhardwaj, VP Technical Support
Websense is proud to announce that we have achieved certification under the Service Capability & Performance (SCP) Support Standard for delivering world -class customer support. SCP is an internationally recognized standard, which defines best practices for delivering the highest levels of enterprise service and support, quantifies performance levels, and establishes a foundation to build on existing quality processes.
"The SCP Standards represent the global benchmark for service quality and are used by leading technology companies around the world," said Greg Coleman, vice president of strategic programs for Service Strategies. "Websense is placed among the industry leaders in service excellence through their attainment of certification under the SCP Standards program. In addition to their best-in-class Standard support, we were particularly impressed with their Premium and Mission Critical Support program offering and execution."
Achieving certification under the SCP Standard requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements essential to delivering top-quality service and support. The SCP Standard measures factors such as corporate commitment and strategy, customer satisfaction, performance metrics, research and development interface, and other strategic areas of the service and support operation. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits.
The Association of Support Professionals (ASP) has awarded Websense with a 2011 "Best Web Support" award in its 14th annual "Ten Best Web Support Sites" competition, a prestigious award that showcases excellence in online service and support
"Our judges were impressed by the broad range of resources on the Websense support site," said Jeffrey Tarter, ASP executive director. "But they were even more impressed by the remarkable attention to detail in the site's navigation. Websense clearly understands how to make a support site accessible and customer-friendly."
"Customer support has always been a top priority for Websense," said Pankaj Bhardwaj, vice president of Technical Support Services for Websense. "As the company evolved from a web filtering company to a unified content security organization, we made sure to keep industry-leading customer support as a key focal point of our business. The recognition by ASP and our customers for eSupport excellence underscores this ongoing commitment. We will continue to invest in eSupport to meet and exceed our customer needs and ensure that they can access these resources however, wherever, and whenever they want."
The ASP award winners were selected by a panel of judges with expertise in Web support design and implementation. They used a scoring system based on 25 separate performance criteria. The evaluation process covered areas including: Overall usability, design, and navigation; Knowledgebase and search implementation; Interactive features; Customer experience; and Major site development challenges. The 10 winning sites will be profiled in a book called "The Ten Best Web Support Sites of 2011," to be published by the ASP in July.
Adding to the success of its renowned award-winning customer support initiatives, Websense, Inc. (NASDAQ: WBSN), a global leader in unified Web, data and email security, has been recognized on the 2011 InformationWeek 500, an annual listing of the nation's most innovative users of business technology. Websense was commended for innovative approaches to customer support that improve satisfaction and maximize customer return on investment.
"Keeping customers productive—and protected from data loss and today's advanced and targeted attacks—is our primary focus at Websense," said Pankaj Bhardwaj, vice president of Technical Support Services for Websense. "We continue to innovate our customer service technology and capabilities to help organizations stay secure. This is a testimony to the dedication we have and the impact we are making as we provide our customers with the tools they need to stay ahead in a rapidly changing threat landscape."
"For 23 years, the InformationWeek 500 has chronicled and honored the most innovative users of business technology," said InformationWeek Editor In Chief Rob Preston. "In this day and age, however, being innovative isn't enough. Companies and their IT organizations need to innovate faster than ever before to stay a step or two ahead of their customers, partners, and competitors. This year's ranking placed special emphasis on those high-octane business technology innovators."
InformationWeek identifies and honors the nation's most innovative users of information technology with its annual 500 listing and also tracks the technology, strategies, investments and administrative practices of America's best-known companies. The InformationWeek 500 rankings are unique among corporate rankings as it spotlights the power of innovation in information technology, rather than simply identifying the biggest IT spenders.