October 01, 2009

Winning streak continues: ATLANTIC-ACM honors Sprint for the third time in 2009

OVERLAND PARK, Kan.--(BUSINESS WIRE)--Oct. 1, 2009-- Sprint (NYSE: S) has received a 2009 Business Connectivity Carrier Excellence Award for Customer Service (ILEC/IXC) (tied with another carrier in this category) from ATLANTIC-ACM, the third award this year from the research company. The award marks Sprint’s leadership in providing quality customer service for business customers using IP-based and converged solutions. Sprint also was a top scoring carrier for VoIP quality.

Earlier this year, Sprint received the ATLANTIC-ACM 2009 Global Wholesale Best in Class Award for Data Product Quality. Sprint also received three ATLANTIC-ACM 2009 Best-in-Class Domestic Wholesale Awards for sales representatives, provisioning (tie) and customer service.

“This industry distinction validates our dedication to excellence in providing the best possible experience to our customers,” said Wanda Satryb, vice president of Customer Care and Technical Support, Sprint. “It’s an honor to be rewarded by our business customers for the support Sprint provides on their complex needs, especially as they rapidly adopt converged solutions. Sprint has the expertise and unique application portfolio to simplify the communications experience and meet the evolving demands of the business and government markets.”

“When we at ATLANTIC-ACM ask customers to rate their providers, Sprint’s business customers’ high opinions reflect the investment Sprint has made in serving their customers well,” said Dr. Judy Reed Smith, CEO of ATLANTIC-ACM. “Sprint has focused their product line on the key technologies needed for the next decade and takes care of them in a way customers admire.”

To further demonstrate Sprint’s leadership in business customer care, Sprint supports businesses of all sizes in a variety of ways:

  • A specialized design team and implementation project manager, to determine the best technological solutions and ensure smooth deployment.
  • The Web-based, on-demand tool Compass, allowing customers to optimize and manage their own IP/MPLS networks with real-time status and performance statistics. This self-service portal enables users to quickly locate network connections, ports and configurations; access historical reports and Class-of-Service policy performance; perform initial troubleshooting and testing before reporting an issue; and, initiate network change requests.
  • Support centers worldwide, including the United States, Europe and Asia-Pacific. Sprint provides in-language troubleshooting during local customary business hours as well as after-hours support.

In addition, Sprint conducts monthly wireline customer satisfaction surveys, and results have shown consistent improvement. In the first quarter 2009, a large majority of customers indicated they are satisfied with the performance of the Sprint business service center overall and with their individual representative (surveys conducted by Mindshare Technologies Inc., www.mshare.net). Also, based on the recently completed 2009 Customer Loyalty Satisfaction survey with wireline users, Sprint does a better job of exceeding customer expectations compared to the industry (based on 2009 Business CLS Study conducted by GfK Customer Research North America, www.gfkamerica.com).

The ATLANTIC-ACM domestic business connectivity research is an industry-wide, survey-based study that enables small and medium-sized business and enterprise customers to provide feedback on multiple carriers in a variety of service and product categories, as well as evaluate carriers’ operations. The awards are based on the average score each carrier received for each operation and service/product category. Carrier excellence awards were divided between incumbent/interexchange carriers (ILEC/IXC) and competitive local exchange carrier/cable provider/fiber provider (CLEC/Cable/Fiber).

Results are based on ATLANTIC-ACM surveys to understand business customers’ opinions on provider operations, product quality and prices. The study results will be included in the ATLANTIC-ACM Business Connectivity and Wireless Report Card, which is in its fourth year and continues to succeed in capturing a valuable overview of the business connectivity landscape from the customer’s perspective. The report card features business/enterprise customer ratings of carrier performance in specific product and business relationship categories from the past 12 months of service.

To learn about other awards Sprint has received, visit www.sprint.com/companyinfo/awards.

For more information on Sprint converged business solutions, visit www.sprint.com/convergence or contact your Sprint account team. To join in the latest discussions and learn more about business solutions available through wireline convergence, visit the Seamless Enterprise at www.seamlessenterprise.com.


Boston-based ATLANTIC-ACM is a leading provider of strategic research and consulting services serving the telecommunications and information industries. In addition to producing the industry’s principal benchmarking, sizing and opportunity studies, the company assists clients in evaluating telecommunications opportunities for successful investment, market entry, and long-term planning.


Sprint Nextel offers a comprehensive range of wireless and wireline communications services bringing the freedom of mobility to consumers, businesses and government users. Sprint Nextel is widely recognized for developing, engineering and deploying innovative technologies, including two wireless networks serving almost 49 million customers at the end of the second quarter of 2009; industry-leading mobile data services; instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone. The company’s customer-focused strategy has led to improved first call resolution and customer care satisfaction scores. For more information, visit www.sprint.com.

Source: Sprint

Stephanie Greenwood, 913-794-3658
Roni Singleton, 404-649-1579