Concord's eHealth Receives Customer Service Innovation Award From Global Market Consulting Firm.Business/Technology Editors MARLBORO Marlboro or Marlborough (märl`bərō), city (1990 pop. 31,813), Middlesex co., E Mass.; settled on the site of a Native American village 1657, inc. as a city 1890. , Mass.--(BUSINESS WIRE)--Dec. 4, 2001 Frost & Sullivan lauds Lauds is one of the two "major hours" in the Roman Catholic Liturgy of the Hours. It is to be recited in the early morning hours, preferably near dawn. Structure of the hour Concord's eHealth for helping service providers improve customer satisfaction by ensuring maximum IT infrastructure uptime and availability Concord Communications' (Nasdaq: CCRD CCRD Colorado Civil Rights Division CCRD Clear Certainty Rundown CCRD Center for Community Research and Development CCRD Climate Change Research Division (US DoE) CCRD Certified Chiropractic Rehabilitation Doctor ) eHealth(TM) Suite of software products has received Frost & Sullivan's Market Engineering Customer Service Innovation Award for helping telecom service providers boost customer satisfaction. International strategic market consulting firm Noun 1. consulting firm - a firm of experts providing professional advice to an organization for a fee consulting company business firm, firm, house - the members of a business organization that owns or operates one or more establishments; "he worked for a Frost & Sullivan selected Concord's eHealth as the top application in the operational support system (OSS Oss (ôs), city (1994 pop. 62,141), North Brabant prov., S Netherlands; chartered 1399. It is a significant industrial center. Manufactures include meat products, chemicals, pharmaceuticals, electrical equipment, and metalware. ) service assurance market. Service providers rely on Concord's eHealth because it makes sure their IT infrastructures continuously run at peak performance so customers don't experience service interruption or downtime. "Concord is very strong in managing customer quality of service," said Jim Alsman, OSS Program Leader at Frost & Sullivan. "eHealth enables telecom service providers to maintain high customer satisfaction by letting IT managers easily identify and fix problems before they affect service. Because it can be up and running in hours or days, eHealth can give service providers an immediate return on investment." Frost & Sullivan is an international strategic market consulting and training company with offices located worldwide. It awarded Concord the Customer Service Innovation Award as part of its overall World OSS Services Assurance Market Analysis published this year. The company chose Concord's eHealth for the award because it helps service providers ensure that their customers don't experience problems with their telephone, Internet, cable or other services. Factors Frost & Sullivan considered when choosing the winner include: improved customer satisfaction, reduced churn rate (1) The percentage of customers who cancel their online, cellphone or other subscription service during a certain time period. (2) The percentage of employees who leave the company during a certain time period. See churning. , reduced operational costs and imitation by competitors. "As an international consultancy, Frost & Sullivan has its finger on the pulse of the OSS market," said Brian Burba, Concord's vice president of product marketing. "Frost & Sullivan knows what technologies best support OSS infrastructure performance and it knows how poor service causes customers to jump ship. The fact that this firm selected eHealth highlights the software's ability to keep the delivery networks for those services running at peak performance, around the clock, so customers don't get frustrated frus·trate tr.v. frus·trat·ed, frus·trat·ing, frus·trates 1. a. To prevent from accomplishing a purpose or fulfilling a desire; thwart: ." About Frost & Sullivan Frost & Sullivan, a global leader in international strategic market consulting and training, presents Market Engineering Awards to companies that demonstrate the diligence, perseverance, and dedication required to develop a successful business plan and excel in the increasingly competitive global marketplace. Frost & Sullivan rigorously analyzes specific criteria to determine Market Engineering Award recipients in a variety of regional and global market landscapes. Founded in 1961, Frost & Sullivan is headquartered in San Jose San Jose, city, United States San Jose (sănəzā`, săn hōzā`), city (1990 pop. 782,248), seat of Santa Clara co., W central Calif.; founded 1777, inc. 1850. , CA with offices located worldwide: New York New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of , San Antonio San Antonio (săn ăntō`nēō, əntōn`), city (1990 pop. 935,933), seat of Bexar co., S central Tex., at the source of the San Antonio River; inc. 1837. , Toronto, London, Paris, Frankfurt, Beijing, Tokyo, Singapore, Mumbai and Kuala Lumpur Kuala Lumpur (kwä`lə l  m`pr), city (1990 est. pop. . For further information, visit http://awards.frost.com. About Concord Communications Concord Communications, Inc. (Nasdaq: CCRD) is the market leader in automating technology management of the internet infrastructure. With its eHealth(TM) Suite of software products, Concord offers the only solution to combine real time information with historical context for integrated fault and performance management across systems, applications and networks. Only by successfully managing performance and availability across all of these key areas can organizations truly ensure effective e-business. This end-to-end view provides the critical insights needed to power day-to-day business and e-commerce operations for some of today's most successful service providers and corporations worldwide. Concord is headquartered in Marlboro, Mass. For more information on Concord, call 1-800-851-8725 or visit Concord on the Web at www.concord.com. Concord Communications, Inc, the Concord logo, eHealth and Live Health are trademarks of Concord Communications, Inc. All Other trademarks are the property of their respective owners |
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