SANTA CLARA, Calif., May 15 /PRNewswire-FirstCall/ McAfee Inc. (NYSE: MFE) today announced that the McAfee® Technical Support Organization has won a 2007 STAR Award from the Service & Support Professionals Association (SSPA) for "Best Knowledge Management Practices."
The SSPA STAR Award is one of the highest honors in the service and support industry. The award recognizes technology companies that display exceptional leadership, innovation and commitment to both service excellence and to developing and implementing best practices.
"Receiving the STAR Award for Best Knowledge Management Practices is a testament to our commitment to provide the most vigilant security and support solutions in the world," said Barry McPherson, senior vice president of Worldwide Services and Support. "Our ongoing investments in online services and self-help are a part of our overall strategy to focus on meeting our customers' needs."
"The SSPA is pleased to name McAfee a 2007 STAR Award winner for Best Knowledge Management practices," said Trisha Bright, vice president of member programs at the SSPA. "The McAfee KnowledgeBase demonstrates their continued dedication and creativity in providing excellent support to their customers."
McAfee has invested heavily in building a knowledge-centric culture and in implementing processes to support the creation, publication, and dissemination of knowledge to worldwide customers. McAfee has made significant improvements in customer satisfaction in every category over the past year by enhancing their customers' ability to find readable and accurate solutions within their online support services. McAfee currently has over 10,500 articles within their KnowledgeBase that are accessed by customers over 24 million times a year.
Two innovative services highlighted in these awards are the McAfee Virtual Technician (MVT) and the Global Solutions Lab (GSL). MVT diagnoses and resolves common McAfee product issues online without requiring a phone call to technical support. MVT currently resolves 45 percent of customer issues. The GSL gives anyone the ability to learn about McAfee products over the Web in real-time virtual environments. Over 20,000 customers have used the GSL to validate anything from small configuration changes to new product deployments across their organizations.
In the past month, McAfee has received multiple awards and recognitions for their online self-help services, mission-critical offerings and support technologies. McAfee was most recently recognized as a finalist for a "Stevie Award" by the American Business Awards for the category of Best Support Organization.
As the industry's foremost professional association, the Service & Support Professionals Association (SSPA) is a key resource for the information and best practices needed to make better business decisions. It brings together the best minds from across the industry spectrum from established companies with successful track records to the pioneering newcomers with out-of-the-box ideas. The SSPA also partners with thought leaders like J.D. Power and Associates and the Wharton School of Business to create programs that benefit the industry. For more information, visit www.thesspa.com
McAfee, Inc. is the leading dedicated security technology company. Headquartered in Santa Clara, California, McAfee delivers proactive and proven solutions and services that secure systems and networks around the world. With its unmatched security expertise and commitment to innovation, McAfee empowers home users, businesses, the public sector, and service providers with the ability to block attacks, prevent disruptions, and continuously track and improve their security. www.mcafee.com
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SOURCE McAfee, Inc.