PSS Sees Contact Center Demand Up A Record 700% In Q1

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With Contact Center’s renewed focus on the customer experience, PSS are being asked to integrate multimedia, extend the life of existing platforms, utilise their rapid application development process and implement the latest solutions from Genesys, all of which has led to an incredible Q1 performance.

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We expect the Contact Center to continue playing a pivotal role with overall customer experience and loyalty to a brand.

PSS (Product Support Solutions) started Q1 2012 as they did 2011 with a record quarter. The Contact Center market seems to be on the rebound as companies refocus on The Customer Experience and customer retention - keeping customers happy and engaged in the very competitive environment. Part of the reason for this resurgence is the ready availability of new products and services that keep customers engaged with a brand, such as Contact Center integration to Social Media, outbound notification, chat and any-device anywhere interaction solutions. “We expect the Contact Center to continue playing a pivotal role with overall customer experience and loyalty to a brand,” Todd Funk, CEO explained “our capabilities, products and partnerships are well aligned with their needs, our recent record sales indicate.”

The company celebrates its 10th anniversary this year has featured times as the leading IVR solution provider in the Inc. 500 list of the fastest growing US companies. Bookings for Q1 2012 were up a staggering 700% compared to Q1 2011, bookings for Q4 2011 were up 200% v Q4 2010.

Key to the company’s success is a focus on products, tools and capabilities that help enterprises de-risk the transition to latest Contact Center technologies and innovations, eliminating the need for a total up front replacement strategy. One such tool is a Rapid Development Process called app centre™ - used for converting legacy proprietary IVR applications to open standards based Java and voiceXML. Enterprises often hold back application development and conversion in the contact center due to time and cost. Application Centre ™ reduces the development time by an average of 40%, leaving “no stone unturned” in converting legacy IVR applications as it uncovers all portions of the existing application, greatly reducing delays and unbudgeted change requests. This ensures the new solution provides maximum ROI and lowest total cost of ownership. PSS works with all of the latest IVR solution providers such as Genesys GVP 8.

Additionally, an 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 solutions sold by Nortel and Intervoice. The company has always been known for expertise in optimizing and supporting both the IVR platform and applications until the time comes to move to a new solution.

Another reason for PSS recent success is the renewed focus on their Genesys partnership. 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: SIP, CIM, Routing, WFM, Virtual Hold, eServices, iWD, Reporting and Analytics and all the Genesys 8 Product Suite offers. We are in fact one of the first companies to implement Genesys Orchestration Server for a major service provider in AsiaPac”

PSS has also become further focussed on increasing business internationally. The company has delivered superior contact center solutions to Global-1000 for years. Our sales increased in each of the last 3 quarters in the UK and AsiaPac. In Q1 we started a major focus on EMEA.

“While our increased focus has certainly helped us deliver these exciting numbers, it’s our fantastic employees, partners and customers we have the privilege of working that are the real key to our success – Thanks to them all” concludes Funk.

PSS (Product Support Solutions) is a specialized contact center systems integrator helping to provide world class customer service across all customer touch points - affordably and effectively. PSS has a global presence and is trusted to provide solutions across five continents and 19 countries.

Press Contact Only 925-208-2368 Angelique Rocafort arocafort(at)psshelp(dot)com Visit us at http://www.psshelp.com

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