|By JCN Newswire||
|January 21, 2014 02:18 AM EST||
Tokyo, Jan 21, 2014 - (JCN Newswire) - Fujitsu Limited and Fujitsu Communication Services Limited (CSL) today announced that, based on an examination conducted in December 2013 by the Support Center Certification Program of HDI(1), the world's largest certification body for the technical service and support industry, the Fujitsu PC Concierge Service Dedicated Telephone Support Desk (PC Concierge Desk)(2) received the highest-level evaluation in Japan. It is the only PC support desk in Japan to receive this certification.
This certification is an acknowledgement that the support services provided by Fujitsu and CSL, which runs the PC Concierge Desk, meet international standards and that, as a PC manufacturer, Fujitsu maintains the highest level of support quality in Japan.
Fujitsu is committed to continuing to provide high-quality support services from a customer-centric perspective. By leveraging customer input in its product development process and its services operations, Fujitsu seeks to contribute to supporting a richer PC experience for its customers.
Founded in 1989, HDI is the world's largest support services industry membership organization, with 50,000 members worldwide at present, including 90 percent of the companies listed in the Fortune 500.
In addition, in the support services industry, Support Center Certification is the only certification program based on international standards for support centers. It was developed based on existing international quality standards, such as the European Foundation for Quality Management (EFQM), as well as industry standards. To receive certification, members must undergo an on-site inspection, score above the benchmark threshold on 69 standards organized into eight categories, and achieve an overall score at or above the benchmark level.
In October 2009 Fujitsu first received this certification for its Raku-Raku PC Dedicated Telephone Support Desk(3), and now it has received certification for its PC Concierge Desk, which handles a wider range of products. Leveraging the high-quality support expertise Fujitsu gained from its FMV Raku-Raku PC, the PC Concierge Desk laid out a solid operational direction and business strategy, built an advanced contact center system, and, through a plan-do-check-act cycle, reflected customer input in the products and services it offered. With seamless collaboration between Fujitsu and CSL, the PC Concierge Desk continued to operate from a truly customer-centric perspective, and the high quality of its support has now been recognized with this certification.
Main Assessment Points
1. Enhanced positioning of the support center and promotion of teamwork
The fact that the support center has influence in the product planning and development process was highly regarded. Specifically, based on input from the center, a PC customized for call center work(4) was developed and deployed in the center to create a comfortable support environment.
2. A new approach in the provision of new products and services
The center has decision-making authority in product releases, and based on the expertise it has gained through supporting customers, it speaks on behalf of customers when it comes to the development and shipment of new products.
3. Structured to continue to provide and build proactive support services
The support center goes beyond the boundaries of conventional product technical support desks by helping customers with Internet services and even software made by other companies, providing support services that help customers do what they want in life and get the most out of their PCs.
(1) HDI:Headquartered in Colorado, USA, and operated by UBM Tech.
(2) The Fujitsu PC Concierge Service Dedicated Telephone Support Desk:Established in October 2009 in Japan, this is a fee-based telephone support service, providing a superior level of service, in which dedicated advisors help customers get the most of their PCs. In addition to providing assistance with products made by Fujitsu, they also offer advice on peripheral products made by other companies as well as on how to use Internet services and software made by other companies, resulting in a service that, to the extent possible, helps customers do what they want.
(3) Raku-Raku PC Dedicated Telephone Support Desk:Established in November 2008 in Japan to provide hardware and software support services to senior citizens and PC beginners, this is a fee-based telephone support desk just for FMV Raku-Raku PCs that is designed to support a PC experience on the concept of "simplicity, ease of use, and peace of mind."
(4) A PC customized for call center work:This is referring to the ESPRIMO B532/G PC announced by Fujitsu on June 12, 2013.
About Fujitsu Limited
Fujitsu is the leading Japanese information and communication technology (ICT) company offering a full range of technology products, solutions and services. Approximately 170,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. Fujitsu Limited (TSE: 6702) reported consolidated revenues of 4.4 trillion yen (US$47 billion) for the fiscal year ended March 31, 2013 For more information, please see www.fujitsu.com.
Source: Fujitsu Limited
Fujitsu Limited Public and Investor Relations www.fujitsu.com/global/news/contacts/ +81-3-3215-5259
Copyright 2014 JCN Newswire. All rights reserved. www.japancorp.net
"We have been in business for 21 years and have been building many enterprise solutions, all IT plumbing - server, storage, interconnects," stated Alex Gorbachev, President of Intelligent Systems Services, in this SYS-CON.tv interview at 16th Cloud Expo, held June 9-11, 2015, at the Javits Center in New York City.
Jul. 30, 2015 08:30 AM EDT Reads: 1,027
Chuck Piluso presented a study of cloud adoption trends and the power and flexibility of IBM Power and Pureflex cloud solutions. Prior to Secure Infrastructure and Services, Mr. Piluso founded North American Telecommunication Corporation, a facilities-based Competitive Local Exchange Carrier licensed by the Public Service Commission in 10 states, serving as the company's chairman and president from 1997 to 2000. Between 1990 and 1997, Mr. Piluso served as chairman & founder of International Te...
Jul. 30, 2015 08:30 AM EDT Reads: 341
With SaaS use rampant across organizations, how can IT departments track company data and maintain security? More and more departments are commissioning their own solutions and bypassing IT. A cloud environment is amorphous and powerful, allowing you to set up solutions for all of your user needs: document sharing and collaboration, mobile access, e-mail, even industry-specific applications. In his session at 16th Cloud Expo, Shawn Mills, President and a founder of Green House Data, discussed h...
Jul. 30, 2015 07:45 AM EDT Reads: 330
One of the hottest areas in cloud right now is DRaaS and related offerings. In his session at 16th Cloud Expo, Dale Levesque, Disaster Recovery Product Manager with Windstream's Cloud and Data Center Marketing team, will discuss the benefits of the cloud model, which far outweigh the traditional approach, and how enterprises need to ensure that their needs are properly being met.
Jul. 30, 2015 07:00 AM EDT Reads: 1,671
The speed of software changes in growing and large scale rapid-paced DevOps environments presents a challenge for continuous testing. Many organizations struggle to get this right. Practices that work for small scale continuous testing may not be sufficient as the requirements grow. In his session at DevOps Summit, Marc Hornbeek, Sr. Solutions Architect of DevOps continuous test solutions at Spirent Communications, explained the best practices of continuous testing at high scale, which is rele...
Jul. 29, 2015 11:45 PM EDT Reads: 1,368
"We got started as search consultants. On the services side of the business we have help organizations save time and save money when they hit issues that everyone more or less hits when their data grows," noted Otis Gospodnetić, Founder of Sematext, in this SYS-CON.tv interview at @DevOpsSummit, held June 9-11, 2015, at the Javits Center in New York City.
Jul. 29, 2015 11:45 PM EDT Reads: 1,022
In a recent research, analyst firm IDC found that the average cost of a critical application failure is $500,000 to $1 million per hour and the average total cost of unplanned application downtime is $1.25 billion to $2.5 billion per year for Fortune 1000 companies. In addition to the findings on the cost of the downtime, the research also highlighted best practices for development, testing, application support, infrastructure, and operations teams.
Jul. 29, 2015 05:30 PM EDT
"We specialize in testing. DevOps is all about continuous delivery and accelerating the delivery pipeline and there is no continuous delivery without testing," noted Marc Hornbeek, Sr. Solutions Architect at Spirent Communications, in this SYS-CON.tv interview at @DevOpsSummit, held June 9-11, 2015, at the Javits Center in New York City.
Jul. 29, 2015 05:15 PM EDT Reads: 363
How do you securely enable access to your applications in AWS without exposing any attack surfaces? The answer is usually very complicated because application environments morph over time in response to growing requirements from your employee base, your partners and your customers. In his session at @DevOpsSummit, Haseeb Budhani, CEO and Co-founder of Soha, shared five common approaches that DevOps teams follow to secure access to applications deployed in AWS, Azure, etc., and the friction an...
Jul. 29, 2015 04:30 PM EDT Reads: 501
"Alert Logic is a managed security service provider that basically deploys technologies, but we support those technologies with the people and process behind it," stated Stephen Coty, Chief Security Evangelist at Alert Logic, in this SYS-CON.tv interview at 16th Cloud Expo, held June 9-11, 2015, at the Javits Center in New York City.
Jul. 29, 2015 04:15 PM EDT Reads: 328
Digital Transformation is the ultimate goal of cloud computing and related initiatives. The phrase is certainly not a precise one, and as subject to hand-waving and distortion as any high-falutin' terminology in the world of information technology. Yet it is an excellent choice of words to describe what enterprise IT—and by extension, organizations in general—should be working to achieve. Digital Transformation means: handling all the data types being found and created in the organizat...
Jul. 29, 2015 04:00 PM EDT Reads: 1,070
The essence of cloud computing is that all consumable IT resources are delivered as services. In his session at 15th Cloud Expo, Yung Chou, Technology Evangelist at Microsoft, demonstrated the concepts and implementations of two important cloud computing deliveries: Infrastructure as a Service (IaaS) and Platform as a Service (PaaS). He discussed from business and technical viewpoints what exactly they are, why we care, how they are different and in what ways, and the strategies for IT to tran...
Jul. 29, 2015 03:15 PM EDT Reads: 396
The Internet of Everything (IoE) brings together people, process, data and things to make networked connections more relevant and valuable than ever before – transforming information into knowledge and knowledge into wisdom. IoE creates new capabilities, richer experiences, and unprecedented opportunities to improve business and government operations, decision making and mission support capabilities.
Jul. 29, 2015 03:15 PM EDT Reads: 242
The Software Defined Data Center (SDDC), which enables organizations to seamlessly run in a hybrid cloud model (public + private cloud), is here to stay. IDC estimates that the software-defined networking market will be valued at $3.7 billion by 2016. Security is a key component and benefit of the SDDC, and offers an opportunity to build security 'from the ground up' and weave it into the environment from day one. In his session at 16th Cloud Expo, Reuven Harrison, CTO and Co-Founder of Tufin,...
Jul. 29, 2015 03:00 PM EDT Reads: 468
The Internet of Things is not only adding billions of sensors and billions of terabytes to the Internet. It is also forcing a fundamental change in the way we envision Information Technology. For the first time, more data is being created by devices at the edge of the Internet rather than from centralized systems. What does this mean for today's IT professional? In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists addressed this very serious issue of pro...
Jul. 29, 2015 03:00 PM EDT Reads: 1,258