Product Support Solutions (PSS) Sees Record Sales Increase in Q-2 of 325% YOY (Year over Year) Based on Enterprise Contact Center’s Needs to Differentiate through Superior Customer Service

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With the advent of mobile applications, social media and chat/IM as new customer service channels, PSS continues to see a rise in "blended channel" interactions that allow customers to reach organizations via their preference thereby improving customer satisfaction. This blended model has also shown increases in the use of more traditional touch points, such as contact center automated phone systems “Interactive Voice Response” or IVR. This has allowed PSS to continue benefitting from their IVR technology heritage while also enabling these new channels for an increasing number of customers.

PSS is a highly specialized systems integrator and IVR solution expert, who designs and delivers fully integrated customer service solutions. These solutions help contact center experts become true multi-channel contact centers to meet the growing demand for a superior customer experience. PSS also optimizes and supports legacy platforms and applications – transitioning them when the time is right to move to a next gen solution.

“We expect IVR to continue playing a pivotal role with the overall customer experience and loyalty to a brand,” Todd Funk, CEO explained “Our capabilities, products and partnerships are well aligned with an enterprise’s need to differentiate themselves by offering unique and better customer service, our recent record sales indicate that.” Funk continues “We are extremely proud of the numbers achieved, especially 3 quarters in a row of record breaking performance”

  •     Q2 was another record in terms of sales/bookings – up 325% over Q2 of 2011
  •     Record revenues for first half of 2012– up 250% over midyear 2011
  •     Record PSO revenues for first half of 2012 – up 450% over midyear 2011

The company, which celebrates its 10th anniversary this year, sees the importance of the contact center continuing to grow in this the “age of the customer”. Enterprises have mastered manufacturing, then distribution, then information, leading to today where the focus is on “the customer”. In the current global economy, the best way for a business to differentiate themselves from their competitors is to provide better customer service.

The importance of a well-designed IVR solution is reflected in the results of a recent survey released at SpeechTEK, the leading annual speech technology conference, dissatisfaction with the automated phone systems has prompted consumers to take their business elsewhere. The nationwide poll of more than 2,000 respondents, undertaken by the University of New York indicates that more than 8 in 10 consumers (83%) say they will avoid a company or stop doing business with it after a poor experience with an automated phone system like “interactive voice response (IVR).”

Over the past few months PSS has shared its expertise by publishing a series of 3 thought leadership briefings: My IVR is end of life - Now what?, From IVR Legacy Support to Standards-Based Technology, and Deploying Visual IVR to Drive a Superior Customer Experience. These complimentary briefings were designed to help enterprises better serve their customers and can be downloaded from the company’s website:

Additionally the company’s comprehensive technical expertise with IVR systems has fueled growth as they support, extend and enhance the life of legacy IVR solutions especially those sold by Intervoice and Nortel.

PSS’s success this year is also the result of two key partnerships with Acme Packet and Genesys. The company’s focus on Acme Packet and deployment of SIP services and session border controllers, as customers move from traditional TDM to newer VOIP services is paying great dividends. In addition, PSS’s renewed focus with Genesys where they are experts in GVP, SIP, CIM, Routing, WFM, Virtual Hold, eServices, iWD, Reporting and Analytics and all the Genesys 8 Product Suite, is large contributor to the company’s growth over the past year.

The company has also focused on developing business internationally with sales increasing in each of the last 3 quarters in the UK and Asia Pacific. In addition, a new focus for 2012, EMEA has already generated new bookings.

PSS has launched two significant new software solutions. Coral Agent Desktop is a framework for delivering full featured, entirely configurable agent soft-phone and applications. Developed in response to a client’s need to leverage HTML5 for a pure, browser based solution for agent desktop applications. Emotico is revolutionary 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 and is designed to improve customer call handling by monitoring caller emotion in real time and dramatically improve customer service.

“Our ability to help enterprises differentiate themselves by providing great customer service 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 – A big thank you 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 5 continents and 19 countries.

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Angelique Rocafort
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