Brightcove Technical Support Awarded Support Staff Excellence Center Designation by TSIA
October 23 2015 - 9:00AM
Business Wire
Demonstrates global organizational achievement
in customer satisfaction and case management
Brightcove Inc. (NASDAQ:BCOV), the leading provider of cloud
services for video, today announced that it was awarded the Support
Staff Excellence Center designation by the Technology Services
Industry Association (TSIA). The award is conveyed at a corporate
level to organizations that complete the Staff Support Excellence
(SSE) program, and certifies that a support organization’s people
and process are operating at the highest level of industry
standards.
To achieve this award, 100% of Brightcove’s support staff
worldwide - from first line to managers - completed support
certification, and surpassed previous year benchmarks in customer
satisfaction ratings and average time to close cases. This award
marks the second year in a row that Brightcove Technical Support
has achieved the Support Staff Excellence Center designation.
World-class Customer Support to Maximize Video
SuccessStructured to support enterprise-class customers,
Brightcove Technical Support provides a level of global 24x7x365
support that is unmatched in the industry. The company operates
support centers in Boston, Tempe, Sydney, Tokyo, Seoul, and London
for global coverage and support in multiple languages. Recent
enhancements to Brightcove Technical Support features include a new
support portal, live chat, “Call Me Now” option, and real time
monitoring of live streamed video events.
All Brightcove customers receive technical support through email
and support forms. For customers who require critical support for
their business, Brightcove offers three tiers of advanced support
packages:
- Silver support - Access
to the Brightcove Customer Support portal for personalized case
management.
- Gold support - Adds phone, live
chat, and “Call Me Now” support as support channels and continues
off hours support for urgent issues. Gold support also includes a
yearly Health Check-in.
- Platinum support - Top
level support features the fastest response time and adds a
dedicated support team during business hours and 24x7x365 support
for any priority cases.
To add advanced Customer Support packages, customers may contact
their account manager or contact Brightcove at
www.brightcove.com.
Supporting Quotes:“We are glad to honor Brightcove for
achieving this high industry standard. TSIA’s Support Staff
Excellence program focuses on the key drivers in attaining,
motivating, and maintaining first-rate talent. Having earned the
Certified Support Staff Excellence Center designation, Brightcove
has demonstrated a commitment to service excellence, with highly
connected and engaged employees driving a positive customer
experience.” - Andrew Cromey, Vice President, Member Success for
TSIA
“Over the last two years, Brightcove Technical Support has
radically invested in our customer base. This process started with
the SSE certification process and led to the delivery of our new
Gold and Platinum support packages designed to aggressively meet
the service expectations of our customers. We are dedicated to
providing the best customer experience on every case, every day.” -
Denise Grimley, Vice President, Worldwide Sales Operations and
Technical Support, Brightcove
Supporting resources:
- Brightcove Customer Support
Brightcove on social media:
- Twitter
- Facebook
- LinkedIn
- Brightcove Blog
About BrightcoveBrightcove Inc. (NASDAQ:BCOV) is the
leading global provider of powerful cloud solutions for delivering
and monetizing video across connected devices. The company offers a
full suite of products and services that reduce the cost and
complexity associated with publishing, distributing, measuring and
monetizing video across devices. Brightcove has more than 5,000
customers in over 70 countries that rely on the company’s cloud
solutions to successfully publish high-quality video experiences to
audiences everywhere. To learn more, visit www.brightcove.com.
This press release may include forward-looking statements
regarding anticipated objectives, growth and/or expected product
and service developments or enhancements. Such forward-looking
statements may be identified by the use of the following words
(among others): "believes," "expects," "may," "will," "plan,"
"should" or "anticipates," or comparable words and their negatives.
These forward-looking statements are not guarantees but are subject
to risks and uncertainties that could cause actual results to
differ materially from the expectations contained in these
statements. For a discussion of such risks and uncertainties, see
"Risk Factors" in the Company's filings with the Securities and
Exchange Commission, including its most recent annual report on
Form 10-K. Brightcove assumes no obligation to update any
forward-looking statements contained in this press release in the
event of changing circumstances or otherwise, and such statements
are current only as of the date they are made.
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version on businesswire.com: http://www.businesswire.com/news/home/20151023005160/en/
PressNorth America:Vanessa Royle, 415-547-7059Waggener
Edstrom for Brightcovevroyle@waggeneredstrom.comorEurope:Laura
Gillen, +44 20 7632 3912Waggener Edstrom for
Brightcovelgillen@waggeneredstrom.com
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