Last week I attended a black-tie gala in San Diego to receive, on behalf of Support.com, one of the business world’s most prestigious honors, a Frost & Sullivan “Best Practices” award. We were named “Company of the Year” in the Support Interaction Optimization (SIO) space and, while that on its face is pretty thrilling in light of Frost & Sullivan’s stature, there are a few reasons why this award was especially gratifying to all of the employees at Support.com.
The first is that it recognizes our pioneering role in SIO, a market segment we identified and continue to lead with our innovative, cloud-based Nexus® software. That an industry analysis firm like Frost & Sullivan saw fit to embrace the concept and acknowledge our premier position in it is powerful confirmation that we’re on the right track.
The second is that it supports our core corporate value, that life is better when technology does what it’s supposed to do, so when we help people make the technology work, we improve their lives in the process. Nexus is a revolutionary tool that lets a lot of other companies also help make technology work, and that’s what keeps my colleagues and me enthused about what we do.
The third reason that we’re so proud of this honor is that it underscores our belief that by being in the contact center business ourselves we have a clear competitive advantage. We handle over 20,000 support calls a day, and this makes us better equipped to know what’s needed in that environment than other companies. Nexus is the kind of tool you could only develop if you had direct, intimate knowledge of the kinds of challenges your customers face every day. Hearing from Frost & Sullivan, whose analysts are among the most insightful in the support industry, that we “outshone our competitors by offering superior performance” is more rewarding than I can express.
Needless to say, we’re not resting on these laurels. Now that we’ve jumped out ahead of everyone else in this exciting space, we’re keeping the pressure on ourselves to make Nexus ever more useful. So stay tuned…