McAfee, Inc. Technical Support Honored for Best Use of Technology

McAfee, Inc. Technical Support Honored for Best Use of Technology

Receives Call Center Excellence Award for Support Innovation

SANTA CLARA, Calif., June 14 /PRNewswire-FirstCall/ McAfee, Inc. (NYSE: MFE), the global leader in Intrusion Prevention and Security Risk Management, today announced that Call Center IQ, a division of International Quality & Productivity Center (IQPC), has named McAfee® Technical Support the winner for "Best Use of Technology" in the annual Call Center Excellence Awards.

"McAfee is honored to receive this prestigious recognition for the best use of technology," said Barry McPherson, vice president worldwide support and customer service at McAfee, Inc. "McAfee's Technical Support Organization is dedicated to providing outstanding service and support to help our customers achieve their business and security objectives, as well as pioneering innovations in support technology."

The Call Center Excellence Awards were established to honor, recognize and promote call centers that demonstrate true best practices. To identify and assess these leading organizations, IQPC assembled a prestigious list of call center experts and leaders to accurately and objectively evaluate the true effectiveness of top call center programs.

McAfee Technical Support was chosen for achievements related to automated processes, productivity of call center implementations and future plans for call center technology innovation. Recent examples of support technology initiatives from McAfee include:

• McAfee Virtual Technician (MVT), a completely automated resolution program designed to handle basic yet high volume issues, freeing technicians to dedicate more time to more complex issues.
• Remote troubleshooting via GoToAssist, which allows technicians to perform direct troubleshooting on customers' systems.
• Interactive Voice Response (IVR) provides intelligent routing of calls to the most appropriate service agent.

"Winners of the Call Center Awards will no doubt set the standard of excellence for all organizations," said Emily Otani, Program Director, Call Center Week at IQPC. "I would like to congratulate McAfee on achieving this accomplishment."

About McAfee Technical Support

McAfee Technical Support provides proven security through comprehensive technical support programs that secure home users to multinational corporations across the globe. Customers receive unlimited access to McAfee's global support Web site, which features an extensive knowledge base and remediation tools. Additionally, customers can call one of McAfee's highly skilled and certified security specialists, who possess a wealth of knowledge and resources to meet customers' security needs 24 hours a day 7 days a week.

About Call Center IQ

Call Center IQ, a division of International Quality & Productivity Center (IQPC), is designed for Call Center professionals who continuously strive for excellence. Based on years of services offered to thousands of peers worldwide, Call Center IQ has gathered the most up-to-date, relevant and necessary information to help contact centers. Call Center IQ creates a learning atmosphere like no other by bringing together the best experts to share their knowledge and experience. For more information on Call Center Week 2006, visit http://www.callcenterweek.com.

About McAfee, Inc.

McAfee, Inc., headquartered in Santa Clara, California and the global leader in Intrusion Prevention and Security Risk Management, 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. http://www.mcafee.com/.

NOTE: McAfee is a registered trademark of McAfee, Inc. and/or its affiliates in the United States and/or other countries. McAfee Red in connection with security is distinctive of McAfee brand products. All other registered and unregistered trademarks herein are the sole property of their respective owners.

SOURCE McAfee, Inc.