Following on recently launched Pacnet Enabled Network (PEN), 100G network upgrade and a growing data center footprint, Pacnet has announced a series of customer service initiatives for retail and wholesale customers, including investments in training, new tools and an enhanced Customer Experience and Network Operations Center (CxNOC).
“An innovative and ever-evolving product portfolio calls for equally advanced customer service capabilities,” said Andy Lumsden, CTO at 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.”
The CxNOC is a world-class is a purpose-built operations center that is able to deliver direct customer service and rapid issue resolution, and troubleshooting. From there, a dedicated team of more than 180 network and data center engineers can provide round-the-clock, global, multi-lingual, cross-technology end-user support, including key aspects of provisioning like fault and change management of end-user services.
Operating from hubs in Singapore, Malaysia and Australia, the CxNOC also features extended local teams in additional countries.
“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.
