PSS can optimize and support both platform and applications until the time comes to move from a legacy system to a next generation solutions.
(PRWEB) August 22, 2012
PSS has just released a new thought leadership briefing titled “My IVR System is End-Of-Life, Now What?” The briefing was developed for companies who have reached this point with their IVR systems over the last few years. For enterprises with legacy IVR systems, adding new features to the software to meet changing business needs is still a necessity. However, their older proprietary code is often undocumented and unsupported, making updates risky and testing more complex. Further compounding the challenge are changes in customer expectations. Today’s consumers are demanding a better customer experience when interacting with an enterprise. In the briefing, PSS describes the highly customized IVR solution and specialized software tools the company has developed to address this on-going problem.
The contact center industry as a whole has recently shown solid growth and spending projections are up but many contact center managers are still struggling to support obsolete IVR systems. For those managers, the danger of a complete system failure is very real and they are actively seeking innovative solutions that can provide that much needed support. Major platform vendors and re-sellers are primarily interested in selling their customers new IVR solutions or upgrades so their support will be minimal at best. This new briefing from PSS outlines the resources and technology options available to contact center and IT leaders who are responsible for maintaining, supporting and modifying an end of life IVR system. In the briefing, PSS describes their ProPSS and Managed Services options for legacy IVR support. This highly custom IVR application development and support service is designed to help contact center managers support and maintain their systems until the time is right for a major upgrade.
According to Glenn Hackemer, PSS Executive Vice President, “PSS can optimize and support both platform and applications until the time comes to move to next generation solutions.” In addition to addressing the technical issues facing these leaders, this thought leadership briefing outlines some of the key business trends in the IVR and the contact center industry. One of the trends is the emergence of social media and technologies such as chat, email, blogs, text and other communication channels that represent new touch points for customer service. Younger customers are very comfortable with these channels and enterprises will need to respond to this growing demographic. Across all customer segments the expectation for a vastly improved customer experience has also increased.
The briefing notes that even with these shifting demographic and technology trends, a well designed IVR system can still provide a very high quality customer experience. PSS works with enterprises across the globe providing IVR application development, custom IVR solutions, consulting and support for legacy IVR systems that meet and exceed customer experience expectations.
The complimentary thought leadership briefing, “My IVR System is End-Of-Life, Now What?” can be downloaded by clicking here
As highly specialized systems integrators and IVR solutions experts, PSS can design and deliver fully integrated communication solutions. Those solutions help contact centers become true multi-media centers to meet the rapidly accelerating customer demand for a superior customer experience, across all channels. PSS can also optimize and support both platform and applications until the time comes to move to next gen solutions. More information can be found on the PSS website: http://www.psshelp.com