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October 1, 2009
TOKYO, JAPAN - NTT Communications (NTT Com) announced today that on August 17 its NTT Com Service Desk became the first contact center in Japan to receive certification under the latest version 4.2 of the COPC-2000® standard for contact center performance management.
The NTT Com Service Desk is a contact center service that provides support for information and communication technology (ICT) inquires and troubleshooting.
The Customer Operations Performance Center Inc. (COPC Inc.) offers certification under its COPC-2000 series of standards. More than 750 licensed inspection companies around the world audit applicant contact centers to confirm their use of best practices. Using these audits, COPC upgrades its standards every year to ensure that they keep pace with ongoing advances in the contact center field.
COPC-2000 is noted for requiring contact centers to achieve results on par with leading centers in the industry, as well as to continuously maintain high-grade operational performance. Certification under these exacting requirements recognizes the world-class level of the NTT Com Service Desk’s operations.
The certification received this time covers the NTT Com Service Desk’s large-scale customer support operations, which are provided in English and Japanese by professional IT engineers. This includes the Super Help Desk Service, which provides end-users with 24/7 support for commercial and in-house applications, client PC system settings and troubleshooting, and remote access to PCs. System managers can receive support for handling or isolating trouble with networks and other ICT infrastructure, supervising maintenance venders and preparing system-recovery reports. Super Help Desk also handles outsourcing to provide the customers of clients with support for account creation, modification, password resetting, initialization and registration.
* COPC-2000 is a trademark or registered trademark of COPC Inc. in the United States and other countries.
NTT Communications provides a broad range of global networks, management solutions and IT services to customers worldwide. The company is renowned for reliable, high-quality security, hosting, voice, data and IP services, as well as expertise in managed networks and leadership in IPv6 transit technology. NTT Communications’ extensive infrastructure includes Arcstar™ Global IP-VPN and Global e-VLAN, as well as a Tier-1 IP backbone reaching more than 150 countries in partnership with major Internet service providers, and secure data centers in Asia, North America and Europe. NTT Communications is the wholly-owned subsidiary of Nippon Telegraph and Telephone Corporation, one of the world’s largest telecoms with listings on the Tokyo, London and New York stock exchanges. Please visit www.ntt.com/index-e.html.