History

In early 1990, Todd Funk, Keith Ward and Archie Messenger worked together in senior roles at Periphonics where they were instrumental in assisting companies with the support of their call center systems. After Periphonics was acquired by Nortel, the three men recognized the tremendous opportunity to provide enterprise call center customers with a higher level of service for the support and maintenance of their IVR infrastructure. On this fundamental belief, Product Support Solutions was founded in 2002.

PSS recognized that when enterprises serviced their customers, the call center was often the most critical customer touch point. The IVR often provided the critical first impression as an entry point to the call center, making reliable operation of the system essential to customer service delivery for many enterprises. Through experience, customers came to rely on PSS’ remarkable level of support services for their call center IVR systems.

The company quickly grew as Fortune 500, large contact centers and smaller organizations around the world all came to rely on PSS to maintain and support one of their most critical customer touch points. With employees located around the globe, PSS was able to provide an unmatched level of service by ensuring someone was not only available to answer customer calls any minute of the day, but more importantly, was able to solve problems immediately.

The flexible "virtual" model was quickly proving itself successful. By 2007, the company had ongoing service agreements and deep relationships with nearly 100 customers. In five short years, PSS was recognized by Inc Magazine and Entrepreneur Magazine as one of the fastest growing private companies in America.

Responding to and satisfying customer needs had remained a top priority for the company. When customers began to ask PSS for additional services, it was natural decision for the company to extend its service offering beyond support and maintenance to include professional service engagements. The company also developed its own products, FlexxBridge and FlexxGate, to meet customer needs for further simplifying and streamlining the integration of back-end data sources. 

PSS began to help customers transition to new IVR and CTI systems and applications, and soon provided turnkey solutions with the same high level of ongoing support their customers grew to expect. In 2007 and 2008, PSS expanded its professional services team through key acquisitions: VSI LLC, an IVR and self-service solutions company, and Braintrust Professional Services, a wholly owned subsidiary of MedApps, Inc., a CTI solutions company.

Today, PSS combines its deep roots in support operations and its multi-faceted professional services organization with its unrelenting commitment to customer service. With years of hands-on experience with many contact center technologies and tools, the team has become a trusted advisor and partner to the most demanding call center organizations in the world.