CallTower wins prestigious NPS Award amid industry shift towards alternative customer metrics

CallTower has been recognised with the NPS Award at the AVANT Special Forces Summit, highlighting its exceptional customer loyalty and satisfaction in a competitive cloud communications sector, amid ongoing industry debates on customer experience metrics.

CallTower, a prominent player in cloud-based communication and collaboration solutions, has been distinguished with the prestigious Net Promoter Score (NPS) Award at the AVANT Special Forces Summit. This accolade highlights CallTower’s exceptional NPS, as rated by AVANT’s Trusted Advisors, underscoring the company’s steadfast dedication to delivering outstanding customer satisfaction. AVANT, a respected platform facilitating next-generation technology decision-making, prides itself on arming Trusted Advisors with tools and insights necessary for navigating the intricate landscape of enterprise technology. The NPS Award is reserved for companies showing superior value and service, and CallTower’s recognition underlines its commitment to excellence through its innovative offerings in Unified Communications as a Service (UCaaS), Contact Center as a Service (CCaaS), and collaboration solutions.

Speaking to the significance of the award, William Rubio, Chief Revenue Officer at CallTower, remarked, “This recognition reflects the hard work and dedication of our entire team, who strive every day to deliver best-in-class communication solutions and an outstanding outcome for our Trusted Advisors and their customers.” This accolade reflects CallTower’s ongoing focus on seamless implementation, proactive support, and a customer-first ethos, establishing the company as a benchmark for excellence within the cloud communications industry.

The AVANT Special Forces Summit is known for recognising leading-edge vendors whose performances push industry standards forward. Shane McNamara, EVP of Engineering & Operations at AVANT, noted the instrumental role such vendor partners play: “Their relentless hard work, innovation, and commitment to excellence strengthens the value of our partnerships, accelerates the Trusted Advisor movement, and pushes the entire channel forward.” CallTower’s NPS achievement is particularly noteworthy given the competitive standards set by peers in the technology sector. For instance, Cato Networks previously won the 2024 Vendor Net Promoter Score Award with a remarkable NPS of 93, surpassing an industry average of 64, which illustrates the high bar CallTower has met or exceeded in its customer satisfaction efforts.

CallTower’s broad portfolio includes leading solutions such as Microsoft Teams Operator Connect, Cisco’s Webex, Zoom Phone, and AI-powered contact centres. Following its 2025 acquisition of Inoria, a trusted contact centre specialist, CallTower has expanded its CCaaS and customer experience capabilities, leveraging Conversational AI and advanced analytics to give enterprises actionable insights and cutting-edge communication tools. This strategic move signals CallTower’s intent to stay at the forefront of innovation in business communications and customer experience management.

Aside from achieving recognition for its customer satisfaction, CallTower has also demonstrated a strong commitment to its workforce. Earlier this year, the company was named a USA TODAY Top Workplace for 2025, reflecting independent employee feedback that lauded CallTower’s inclusive, dynamic culture and career development opportunities. This dual focus on employee wellbeing alongside customer service excellence suggests a holistic approach to organisational success.

However, it is worth noting that the broader industry context around NPS is evolving. Gartner has predicted that by 2025, over 75% of organisations might abandon NPS as a measure for customer service success, citing challenges in actionable insights from NPS data and urging leaders to consider alternative customer experience metrics. Despite such shifts, CallTower’s high NPS continues to represent a strong endorsement from its enterprise clients and Trusted Advisors, demonstrating its continued relevance as an indicator of exceptional service and customer loyalty.

In a crowded market where customer satisfaction is a defining competitive advantage, CallTower’s NPS Award serves as a testament to its ongoing commitment to excellence, customer-centric innovation, and leadership in cloud communication solutions. The company’s ability to combine cutting-edge technology with proactive support and strategic partnerships positions it well for sustained growth and influence in the evolving enterprise communications landscape.

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Source: Noah Wire Services