Product Support Solutions, Inc. (PSS) The Contact Center Solutions Experts, Celebrate 10 Years in Business with a 379% Increase in Net Income

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Product Support Solutions, Inc. (PSS), a specialized system integrator for the contact center and the leader in Interactive Voice Response (IVR) solutions, saw dramatic growth in 2012. The company celebrated its 10th anniversary last October and has been featured numerous times as a leading contact center solutions provider in the Inc. 500 and Hot 100 list of the fastest growing US companies. In addition, PSS is announcing a series of business growth initiatives for 2013.

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Today Product Support Solutions, Inc. (PSS) is announcing record revenue and net income results as well as major business expansion and growth plans for 2013. One factor driving the company’s growth is the consistent focus on customers transitioning in the contact center. Glenn Hackemer, EVP Sales explains “Our heritage is IVR, but our strategic acquisitions have focused us on being an entire contact center solutions provider for our customers. Today, we have expert development resources for the full suite of Genesys products, either for a full Genesys shop or for organizations that have key Genesys components. PSS has also benefited from customers needing application services, when transitioning from premise to cloud based offers.

PSS has successfully created interfaces for solutions like Genesys, for third party products such as:

  •     VoIP/SIP Networks with Audio Code or Acme Packet SBC’s and Verizon BEST
  •     Interfaces to legacy IVR solutions and transition services to next generation products
  •     3rd Party desktops such as Salesforce, SAP and Oracle

“Our 10 years of experience as an independent company building outstanding working relationships with a wide range of suppliers has helped create our get it done attitude. With our agile development methodologies, we often prove to be far more cost effective and quicker than other providers.” concludes Hackemer.

According to CEO Todd Funk “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 have been a major contributor to our growth. Additionally our multi-national customers have brought us opportunities to extend our global reach to Australasia, Europe and the Middle East”.

Key Numbers:

  •     379% increase in Year over Year net income
  •     81% increase in Year over Year revenue
  •     26% increase in revenue for Q4 2012 vs. Q4 2011

PSS Opens New “On-Shore” Solution Development Center

As a result of the company’s growth PSS has opened a new on shore Solution Development Center. According to Dan Eccher EVP Professional Services, “The contact center market is expanding, with many enterprises initiating major projects around cloud-based offerings. This expansion has created strong demand for highly experienced developers and driven up salaries. In an effort to align project costs, many organizations have looked to off-shore development models. However, there is strong evidence suggesting that the true cost of off-shoring may be far higher than many companies anticipated. Some of the 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 has opened a US-based Solutions Development Center in Loveland, Colorado. PSS will leverage its team of highly experienced developers to train, mentor and manage more junior developers in a mixed skills environment”.

PSS Adds New Executives To Its Team

Steve Robertson joined as EMEA Sales Director based in the UK. Robertson was previously at NxTetra, specializing in service management, operational support systems and consultancy and monitoring solutions in voice, applications, video and streaming. While at Empirix he provided service and performance assurance helping to accelerate development and deployment of new IP.

Steve McCool joined as US Director of Sales for the South. McCool has a background in IVR, CTI and other business solutions through his time at Convergys. He was most recently at Servion Global Solutions, specializing in business development, consulting and system integration with major partners Avaya and Cisco. His responsibilities included assisting in support and implementation of Cisco enterprises such as Assurant Health and Safelite Glass.

Todd Mitchell has also joined in the role of US Director of Sales in the South East. Mitchell was previously at Synchronoss Technologies successfully providing automation software and cloud technology services to direct and indirect channels.

New Thought Leadership Briefing

In order to assist customers in making informed choices about contact center solutions, PSS released the latest in their series of thought leader briefings, “Moving the contact center to the cloud? – Consider the options first”.

With cloud vendors promising to greatly minimize upfront capital expenditures as well as lower the cost of in-house maintenance, software upgrade and equipment replacement, the briefing highlights that as with most emergent technology trends, it is critical that IT and call center leaders exercise sound judgment in separating fact from marketing promises.

Tony Porter EVP of Marketing explains “It is well known that most cloud based service providers outsource IVR and CTI development. The PSS Contact Center Managed Services provides a compelling OPEX model that includes client staff absorption and vendor management which reduces cost and streamlines all operations, application development and system monitoring. This flexibility provides enterprises choice as to which and how much of their technologies are business as usual services allowing them to more effectively focus on core and future technologies”.

New Product Developments

ICED - In Call Emotion Detection- With well documented evidence that happy customers spend more and cost less to service, and that unhappy customers damage brands, service recovery can be as expensive as new customer acquisition. PSS has developed ICED - “In Call Emotion Detection”, a software solution that can provide objective benchmarks to describe customer emotion and the ability to measure the customer experience in a completely impartial way. Based on the latest generation of speech analytics, this unique software is designed to sit behind the contact center and flag emotional customer situations in real-time. PSS has commissioned the highly respected Customer Experience Foundation to conduct a major study to explore and document the financial links between identifiable emotional states and customer value.

Coral Agent Desktop - This HTML 5 based agent desktop solution 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.

About PSS, A Global Presence

With dramatic sales growth in the UK and Asia Pacific regions, PSS is strongly focused on increasing business internationally, delivering superior contact center solutions to Global-1000 companies.

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 solutions help contact centers become true multi-media centers to meet the growing demand for a superior customer experience, across all channels. PSS also optimizes and supports legacy platforms and applications and transition them when the time is right to move to a next generation solution. PSS has a global presence and is a trusted solutions provider across five continents and 19 countries.

For Further Information Contact
Tony Porter | EVP Marketing |tporter(at)psshelp(dot)com|UK +44247699 6350 | US +1925-208-2363 |

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Angelique Rocafort
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