Genetec's GTAP Wins ASP's 'Ten Best Web Support Sites 2011' -- Security Today

Genetec's GTAP Wins ASP's 'Ten Best Web Support Sites 2011'

May 31, 2011

Genetec has announced its recent win for "Ten Best Web Support Sites 2011" for its Technical Assistance Portal (GTAP) awarded by The Association of Support Professionals (ASP). The GTAP is an online portal that was designed as an extension to Genetec's Technical Assistance Center to provide customers with in-depth technical information, product assistance tools and peer-to-peer forums.

The GTAP was selected for the award, along with nine other support sites, by a panel of judges with expertise in Web support design and implementation. The panel based their decisions on 25 separate performance criteria, covering the following main areas: overall usability, design, and navigation; knowledgebase and search implementation; interactive features; customer experience; and, the major site development challenge.

"We are extremely proud to receive recognition from such a well-known association," said Christian Morin, director of customer experience at Genetec. "This award is the culmination of all the feedback we have received over the years from our customers and partners. A lot of time and effort have been invested into developing the documentation, tools and overall experience of the GTAP to make it easier for our customers to get the answers they need. And, we don't intend to stop there. We will continue to enhance the GTAP to make it a one-stop-shop for any technical assistance our customers may require on our products and services."

Within the GTAP, customers can browse a large variety of technical information on Genetec's full suite of security solutions including Security Center, AutoVu, Omnicast, and Synergis. Customers also can interact with peers though forums, sign-up for support webinars and access tools to aid them in the installation and maintenance phases of their projects. GTAP users also exclusively receive regular updates on service releases, new product features, article postings and more.

The other 2011 winners included Ariba, CheckPoint Software Technologies, Cisco Systems, Hewlett Packard, Juniper Networks, Nokia, and Red Hat, TiVo and Websense. The 10 winning sites will be profiled in a book called "The Ten Best Web Support Sites of 2011," to be published by the ASP in July.

"Year after year, we've watched technology companies enhance the quality of their Web-based customer support," said Jeffrey Tarter, ASP executive director. "For most technology companies, Web support sites have become the primary channel for interacting with their user community, and there seems to be little doubt that a well-executed Web support strategy pays large dividends in terms of customer loyalty and competitive differentiation."

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