Expert IVR Solution Provider Product Support Solutions (PSS) Ends First Half of 2013 with Record Sales Bookings and Revenues

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PSS announces record sales bookings and revenues for the first half of 2013, with bookings up 8% and revenues up 6%, both of which are new records compared to the first 6 months of any previous year. Orders for contact center integration projects for the second half of the year look even stronger.

Product Support Solutions Inc. (PSS) is a contact center integration specialist. From the US and Europe, to Australia and Asia, PSS helps hundreds of companies provide superior customer service to millions of customers. These businesses use solutions designed and managed by PSS to provide unique and enjoyable customer experiences for their customers. PSS is known as a trusted advisor in helping companies develop a contact center roadmap for the future. PSS provides a range of high value services including legacy systems support, transition services as well as advising on technology innovation for the contact centers of tomorrow.

One factor driving company growth is the consistent focus on customers undergoing technology transitions in the contact center. Glenn Hackemer, EVP Sales explains "In early 2013 many companies identified initiatives such as proof of concepts or pilots that will turn into large contracts later this year. We are helping several global companies create a single network across their entire enterprise for customer contact. Cloud based service providers continue to use our transition services to on-board their clients because attempting to utilize internal staff that are already over burdened is not prudent, and they do not need a long-term resource.

"PSS brings sophisticated knowledge of multi-channel CTI and IVR, with a high degree of staffing flexibility, which companies find very appealing and effective. With over 10 years of experience as an independent system integrator combined with our agile development methodologies, we often prove to be far more cost effective and better able to meet the customer’s timelines with less risk than other providers."

CEO Todd Funk believes "Our focus on providing an entire contact center practice for our customers has been key to our growth. Today, we have many expert resources for the full suite of Genesys products. Additionally, we’ve broadened our support capabilities to include Cisco solutions and extended our support for multi-vendor call centers. We continue to be awarded new support contracts for legacy Avaya and Nortel MPS systems in which we also have years of experience and capability. Most recently we created an Aspect support practice for the growing number of Aspect IVR and Dialer systems we’re being asked to support.

"Our skills help companies extend the life of their assets by providing a cost effective alternative to proprietary support and our application development capabilities can significantly “de-risk” TM the transition process. Both are proving exceptionally attractive to new customers and a major contributor to our growth. Additionally our multi-national customers have brought us opportunities that extend our global reach to Australia, Europe and the Middle East, contributing to our 8% increase in bookings for the first half of 2013."

Growing “On-Shore” Staff

As a result of growth, PSS opened an onshore Solution Development Center in Loveland, Colarado earlier this year. Dan Eccher EVP Professional Services explains, "The contact center market is expanding, with many enterprises initiating major projects, creating demand for experienced developers and driving up salaries. In an effort to align project costs, organizations have looked to offshore models.

"However, strong evidence suggesting the true cost of off-shoring may be far higher than companies anticipated. Some unanticipated issues include challenges with software quality, time zones, language, staff turnover, intellectual property and security risks. In response to market demand for cost effective development solutions, PSS is leveraging its team of highly experienced developers to train and mentor more junior staff in a mixed skilled environment. With early recruits now undertaking actual projects, the company has just hired a second group of junior staff."

Key New Hires

Alex Monaghan is EMEA Director of Sales Engineering, joining PSS from Sabio, he specializes in service management, operational support systems, consultancy and monitoring solutions for voice applications and streaming video.

Chris Riggle joins PSS as a Sales Engineer for North America. Riggle was previously at Genesys as a Solutions Engineer for Government and Channel Partners, supporting 16 state and local government organizations from Colorado to Hawaii, and Alaska.

Nasir Jaffer and David Coughlan have also joined the company to manage the growing Aspect support business for IVR and dialer support in which both have considerable experience.

Jeff McCarty joins PSS as a Senior Field Engineer from Avaya. Jeff brings considerable experience supporting mission critical VPS-IS and MPS-1000 systems at customers such as IRS, Bank of America, AT&T and Verizon.

New Product Announcements

PSS has launched Coral Agent Desktop - This HTML 5 based agent desktop is a framework for delivering full featured, entirely configurable agent - softphone and applications. PSS designed and developed Coral in response to their client’s need for a pure, ultra 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 improved CTI and agent desktop functionality.

PSS has also launched FlexxView nTelligence providing a unique ability to monitor contact center operations and to actually see what the customer experience is really like. The solution provides a single unified view to monitor disparate systems, to help increase efficiency, reduce cost and improve the customer experience.

nTelligence suite has also been developed for IPTV and video on demand companies addressing needs for monitoring large content libraries and automating many manual processes.

Thought Leadership

To help customers make informed choices about contact center solutions, PSS released the latest in their series of thought leader briefings, “Understanding the Genesys 8 Migration Path ” and has published a number of case studies highlighting innovative customer solutions.

Company Information

Founded in 2002, privately owned and profitable since inception, PSS has been recognized 3 times in the prestigious Inc-500 fastest growing US companies. PSS provides custom solutions for service providers, telecommunications, healthcare, financial services, utilities, government, transportation and travel markets.

With US offices in Chicago, Denver and Dublin, CA, international offices in Coventry, UK, Melbourne and Sydney, Australia and Singapore, PSS serves 150 clients in 19 countries and supports thousands of sites across the globe.

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Tony Porter EVP Global Marketing
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