PSS Services Overview

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PSS Overview24 hours a day 7 days a week all over the world from the US & Europe to Asia & Australia millions of customers and hundreds of companies use platforms designed and managed by PSS

We do everything from delivering their complete customer interactions and experiences to support individual website & contact center platforms and applications

Managing technology and customer experience is now recognized by most organizations as the key differentiator in challenging business conditions

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From Legacy to InnovationEvery platform application and service can be seen as being in one of three stages at any given time

Over the years we’ve developed a methodology and tools built around three different stages. Each stage provides different challenges

We help our customers build a roadmap for the future of their organizations, from where they are today to where they want to be in future

This is about reducing risk, saving time, cutting cost, and increasing value

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Key Service CapabilitiesWe are a trusted independent provider of bespoke services, built on sophisticated and flexible tools helping our customers integrate complex technologies and advise them on how to make the most of the full life cycle of the technology they operate to deliver their customer experiences

Advise

Audit

Investigate

Analyse

Design

Deliver

Coordinate

Develop

Integrate

Implement

Test

Manage

Monitor

Managed Service

Support Solutions

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Global Alliances with Industry LeadersMore and more technology companies use PSS to turn their products into solutions

The Worlds largest suppliers of contact center technology and

software rely on PSS help

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Experience is not a CommodityWe deliver expertise in a wide range of products and have the flexibility to acquire other skills personnel as required by customers

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SupportWe buy you time to decide what’s the next best step when your provider makes your current product end of life or end of support when it’s providing perfectly good service.

PSS provides a third party support alternative that in all cases provides better support, while at the same time reduces the customer’s total cost of ownership.

To us support is being available 24 x 7 to walk side-by-side with you to insure the solution is providing the maximum unique benefit to you today and into the future.

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IVRLegacyMost large organizations have legacy IVR and or applications extending ROI in expensive investments. PSS manages and supports one of the largest ranges of legacy IVR systems all over the world “keeping the lights on” click here

TransitionPSS has a unique understanding of modern IVR platforms and which platforms work with which applications and how to get the best of the transition process. here

InnovationAs IVR becomes a core element of blended customer experience providing the glue between website, contact center, chat services, mobile apps etc, PSS can help with configuration of applications and networks that will be very different to current deployments including Visual IVR and WebRTC

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Transition ServicesWhether the need is to install a whole new system, new IVR applications on existing system or integrating old IVR to new system installation, PSS can provide:

• End of Life Support & Services when it’s the best option

• Legacy IVR to Voice XML & Open Standards• Single Channel to Integrated Multi Channel

Interaction Management• TDM to SIP transition• Transition Enablers: App Centre & PSS Flexx

products

Minimizing Risk Saving Time Reducing Cost

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• Multi-channel Interaction• SIP• Intelligent Routing• Agent Desktop • Agent Softphone• eWFM• Wallboards• PBX integration

• Hard-phone integration• Media Server• Speech Apps• CTI• Home Agents / Outsourced CC• Intelligent Work Distribution• Self Service • CRM Integration

Install, Configure & Integrate INBOUND & OUTBOUND Applications for:

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Coral HTML 5PSS have developed Coral Active the Agent Desktop based on HTML5

Legacy Desktops are often difficult to adapt and need to be supported by lots of other applications open on the agents desktop.

Desktops have to evolve to meet today’s changing demands. Agents require desktop solutions built to handle multi-channel customer interactions.

Contact centers need to have customizable, agile agent desktop solutions that can evolve with changing business requirements.

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nTelligenceUnderstanding the customer experience and reporting on performance of disparate voice, video & data platforms across the enterprise is a real challenge

Multi-tier, cross-vendor deployments are difficult and costly to manage, often accompanied with a legacy of numerous point solutions and custom tools.

nTelligence provides a ‘Single Pane of Glass’ that presents service oriented views, contextual drill downs for network and systems engineers, comprehensive reporting for management and service level monitoring for customer agents.

Resolve problems faster, automate where practical and be alerted when necessary. Deliver more consistent business services and identify issues faster.

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nVoiceWith regulators getting tougher call recording compliance is a must in many contact center operations

Ensuring that call recordings are reliably stored, at an acceptable quality and can be retrieved efficiently is a costly and time-consuming task.

Manual testing can really eat up agent and supervisor time and costs money.

nVoice is an automated, data-driven voice recorder testing and monitoring platform with real-time dashboards, SLAs and reporting. It significantly reduces the time and cost and provide peace of mind by automating both the testing process and the test audit trace.

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PSS Experience to TrustSolid Growth

Company

• Double digit growth since 2002

• 2012 over 325% + in revenue & profitable

• Privately held

• 5 times Inc. 500 fastest growing US companies

Contact Solutions Global Leader

• Managing 500K IVR Ports & 1000’s of integrations

• Contact Center product developer

• Specialist systems integrator

• Market leading innovations

Passionate Customers

• Development Centers in US, UK & AUS

• 150 of the Global 1000 rely on PSS

• Customers in 25 countries

• 99% Repeat business

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Government

Utilities

Customers Recommend PSS“Thank you for doing a great job and setting a high standard for being someone we could rely on.” Program Manager Voice & Data - Employment Security Department

“In 7 years of working with PSS, as an IVR solution provider, the only complaint our whole team could come up with was so minor, that we have no hesitation with upgrading our platform with PSS, so that we can continue to be a key partner.” Senior Systems Integrator – City Authority

“When all else fails, call PSS. You guys really made a difference in helping us troubleshoot and resolve this matter.” Senior Analyst – Power Provider

“Thank you & John for troubleshooting the clocking issue that was also discovered. Your team continues to be one of my favorites when it comes to customer service and support.” Customer Technology Manager - Power Provider

Our Customers are our best advertising

PSS Services Overview

Technology

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