Conexis LLC  

Business Need

"We were with AT&T; and our per-minute rate was very high and the customer service with AT&T; was also an issue, so we were looking for a new carrier with great customer service."

Why Qwest

"We selected Qwest from all of the RFPs submitted based on--customer service was a very big factor and, of course, pricing. My main issue was that I wanted to have a local account manager that could come on site and speak with me and check on me and have a working relationship with--to service my needs as I needed them.

We called a bunch of references that they had and everybody spoke very highly of their customer service. I even did a test where I called their 800 number for reporting issues and had someone answered pretty immediately, where that was not the case with our current carrier. So that was a huge factor that we really liked with Qwest."

Customer Service

"The customer service with Qwest is really good. I can pick up the phone and call their 800 number for reporting and an agent actually picks up the phone very quickly. I don't think I've ever really been placed on hold. If I have any issues, most of the time I actually will call my account manager first because sometimes he can get me help a little bit quicker, but whenever I do call the 800 number, the customer service is very quick and their follow-up very good.

I did have an issue one time where I needed to escalate it from tier 1 to tier 2 and my account manager conferenced in a tech from tier 2. We ended up resolving the issue that same day. It actually turned out to be an issue where we made a change in the PBX, so it really wasn't a Qwest issue, but the tier 2 helped me program that in my telephone switch."