PSS celebrates 10 Years in business with continued records in Quarter 3 and a 475% increase in Year over Year net income

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Product Support Solutions, Inc. (PSS) is proving to be a leader in multi-tenanted cloud based CTI and IVR development and deployment.

“We expect the Contact Center to continue to play a pivotal role with the overall customer experience and loyalty to a brand,” says Funk.

Product Support Solutions, Inc. (PSS) is proving to be a leader in multi-tenanted cloud based CTI and IVR development and deployment. “It is well known that most cloud based service providers outsource IVR and CTI development which has been key to our growth. Private cloud which often looks like premise based totally managed service, is getting more focus by many enterprises as they look for ways that are more cost effective, less disruptive and provide fewer security concerns,” according to Glenn Hackemer, PSS Executive Vice President Global Sales.

“Managed services provide an operating cost, OPEX model that includes client staff absorption and vendor management that allows for all operation, application development and monitoring. This flexibility provides enterprises choice as to which and how much of their technologies are business as usual services so they can more effectively focus on core and future technologies.

"Many early adopters of cloud based technology are now getting towards the end of the original contract period and are re-examining the “make or buy” model. The financial team at PSS have helped to provide an analysis for clients to make an informed decision,” concludes Hackemer.

The company which celebrates its 10th anniversary in October has been featured numerous times as one of the leading IVR solution providers in the Inc. 500 and Hot 100 list of the fastest growing US companies.

“Our capabilities, products and partnerships are well aligned with customer needs and our recent record sales indicate that. We are extremely proud of the numbers achieved with records for 3 quarters in a row,” CEO Todd Funk explains.

  •     YoY % 116% revenue increase in Jan-Sept 2012 vs Jan-Sept 2011
  •     YoY net income increased by 475% from this time last year
  •     Q3 2012, a 74% increase in revenue vs. Q3 2011
  •     Net income is up 98% from last quarter vs. this quarter

“We expect the Contact Center to continue to play a pivotal role with the overall customer experience and loyalty to a brand,” says Funk.

As a result of the company’s growth, PSS is also announcing additions to the leadership team, publication of a new thought leadership briefing, industry partnerships and an increased focus on international growth.

Executive hires

In order to support their rapid growth PSS has added 2 new executives to its team.

Dan Eccher has joined as the Executive Vice President of Global Professional Services with architectural and application expertise ranging from the Ingress SBC (session boarder controller) and traditional voice gateway, to the complete system stack including PBX, ACD, Routing Engine, IVR, desktop and reporting analytics. Eccher previously led a large professional services team at Aspect communications and most recently the systems engineering team at Spanlink Communications focused on the Cisco suite of Contact Center and unified communications solutions.

Stacey White joins as CFO with years of multi-national, high technology industry experience that combines business, financial and operational management expertise. White was previously with Genesys Telecommunications Laboratories, Inc., one of the world’s leading providers of contact center software solutions.

Thought Leadership Briefings

To help customers make an informed choice about contact center solutions, PSS released the latest in their series of thought leader briefings:

“CTO Perspectives: Agent Desktop and Emotion Detection Software for Contact Centers” is an analysis of two products; Coral, the HTML 5 based agent desktop solution and Emotico, the real time emotion detection software. Coral Agent Desktop is a framework for delivering full featured, entirely configurable agent softphone and applications. As experts in Contact Center Application Development, PSS designed and developed Coral in response to their client’s need for a pure, very thin-client, browser based solution for agent desktop applications. Coral is typically deployed during a contact center technology upgrade where the focus is on more efficient call routing and updating CTI and agent desktop functionality.

Emotico is an emotion detection technology, based on pioneering academic research in clinical psychology and stress assessment. It has particularly compelling applications in customer care and support situations. Emotico is designed to improve customer call handling by monitoring caller emotion, in real time, allowing proactive interaction to dramatically improve the customer service experience.

Both new products are immediately available from PSS.


Additionally, increased focus on the company’s comprehensive Interactive Voice Response (IVR) skills has fuelled growth. PSS IVR support sustains, extends and enhances the life of legacy IVR solutions especially those sold by Intervoice and Nortel.

Two other reasons for PSS success is the growing relationship with Acme Packet and the deployment of SIP services and session border controllers, as customers move from traditional TDM environment to newer VOIP services.

Secondly is the renewed focus with Genesys. Keith Ward, CTO adds “Our heritage is IVR, but our own acquisitions have focused on bringing the entire Contact Center practice and capabilities on board. Today, we are experts in not only GVP, but also SIP, CIM, Routing, WFM, Virtual Hold, eServices, iWD, Reporting and Analytics and all the Genesys 8 Product Suite offers. We were one of the first companies to implement Genesys Orchestration Server for a major service provider in AsiaPac”.

Global Presence

PSS is strongly focussed on increasing business internationally, delivering superior contact center solutions to Global-1000 companies. Sales increased in each of the last 3 quarters in the UK and AsiaPac and the new focus for 2012 in EMEA has already generated new bookings In Saudi Arabia and Kuwait.

“Our growing capabilities, as PSS transforms into a complete Contact Center provider, has certainly helped us deliver these exciting numbers. However it’s our fantastic employees, partners and customers we have the privilege of working with that are the real key to our success” concludes Funk.

PSS (Product Support Solutions) is a highly specialized systems integrator and IVR solutions experts, who design and deliver fully integrated customer service communication solutions. These help contact centers become true multi-media centers to meet the growing demand for a superior customer experience, across all channels. PSS also optimize and support legacy platform and applications and transition them when the time is right to move to a next gen solution”.

PSS has a global presence and is trusted to provide solutions across five continents and 19 countries.

For further press information contact
Tony Porter
EVP Marketing
+44 247699 6350.

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Angelique Rocafort
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