MetTel’s Innovative Customer Service & Technology recognized by industry peers
New York, March 8, 2023 — MetTel, a digital transformation and communications leader, won two Gold Stevie Awards for customer service in the 17th Annual Stevie Awards® for Sales & Customer Service. This is the ninth consecutive year MetTel has won Stevies for customer service as well as other categories including customer engagement, marketing, and sales.
MetTel was presented with a Gold Stevie® Award for Innovation in Customer Service – Telecommunications Industries.
The MetTel Award for Innovation in Customer Service received the highest honor, out-performing other industry leaders and innovators. The award acknowledges MetTel’s AI Engine, that highly enhances the MetTel customer experience.
MetTel’s innovative AI engine can read the Natural Language of inbound client emails and identify the topic and purpose of the email and initiate a ticket for the problem at hand. This AI engine is designed to teach itself how to evolve, learn and improve. After the problem is identified, the AI engine automatically knows how to tag and solve that specific problem when an email comes through with a similar issue, freeing up staff to focus on more critical issues. This AI Engine is the same underlying technology that supports MetTel’s Intelligent Process Automation which MetTel uses to automatically address and resolve potential network events.
By automating a manual process, MetTel delivers improved operational efficiencies, provides better service for its customers, and increases client satisfaction.
“MetTel’s AI engine is among the best in the industry. The fact that it has achieved a 95%+ accuracy rating in reading, interpreting and acting upon complex Natural Language (NL) inbound client correspondence is a testament to our incredible technology and innovation team,” said Mark Marshall, Executive Director of MetTel Customer Care. “As an organization we continually look for opportunities blend technology and human resources to improve our client experience, efficiencies and overall service request efficacy.”
A standout MetTel Customer Service team member was also recognized for his work as the subject matter expert and sole coordinator for MetTel’s Cloud PBX deployments, as well as maintaining a crucial role in MetTel’s deployment of the POTS Transformation solution for clients. Travis Newkirk of the Client Experience (CX) and Advanced Services Implementation Delivery team was selected for the Gold Stevie® Award for Back Office Customer Service Professional of the Year.
“Travis Newkirk won the Gold Stevie Award, Back Office CX Professional of the Year due to MetTel’s commitment and investment in our personnel via its world class Learning and Development program. Travis received the necessary training and support as he advanced through the organization,” said Bryan Phelps, Executive Director, MetTel Client Experience. “In addition, he truly adopted the MetTel vision: ‘We accelerate our customers’ success and profitable growth for MetTel, by delivering the best customer experience in the industry.’ Not only has he adopted the vision but he has shared our vision and elevated those around him.”
More than 2,300 nominations from organizations of all sizes and in virtually every industry, in forty-nine nations and territories, were considered in this year’s competition.
About MetTel
MetTel is a leader in communications and digital transformation (DX) solutions for enterprise customers. By converging all communications over a proprietary network, MetTel gives enterprises one, unified view and control point for all their communications and advanced network services. MetTel’s comprehensive portfolio of solutions improves productivity, reduces costs, and simplifies operations. For more information visit www.mettel.net, follow us on Twitter (@OneMetTel) and on LinkedIn, or call us directly at 877.963.8663. MetTel. Connect Smarter. ™