PSS Help – an Eckoh company, announces that it has been selected by a major North American global communications company to provide its Agent Desktop solution.

The multi-year Agent Desktop solutions contract, worth a minimum of $2m over the term, is the first contract to be announced since PSS Help was acquired by Eckoh on 18th November 2015.

The Client for whom PSS is providing an Agent Desktop solution, is a leading provider of Internet, TV and Voice channels serving residential, business and government customers across the United States. It is included on the Fortune 500 list of America’s largest corporations.

PSS will be implementing and supporting a browser-based Agent Desktop solution that requires no software installed on the desktop, enabling corporations to deploy large projects and new features instantaneously. It provides full telephony and multi-media presentation functionality across a range of telephony and CTI platforms such as Genesys, Avaya, Cisco and Aspect.

The flexibility of PSS’s Agent Desktop solution was a major attraction for the Client. It allows them to customise each agent group in a true multi-tenant environment, applying different toolsets, layouts, styles and security on their Agent Desktop. It’s scalable to many thousands of users, quick to deploy, simple to maintain and easy to change. As a consequence the Client will benefit from large operational cost savings when it is installed across thousands of agent desktops.

Todd Funk, President and CEO of PSS Help said:

“One of the major reasons large service providers are choosing our Agent Desktop solution is that it integrates with CTI, ACD and CRM products from multiple vendors to deliver a simple, highly flexible, yet powerful single presentation layer across the contact center and beyond. We look forward to helping to get more and more customers on to this new platform, which will give agents and back-office staff the ability to integrate all customer contacts, with instant access to customer information.”

Nik Philpot, CEO of Eckoh said:

“I’m delighted to announce the first contract to be won through our new business PSS Help, which clearly validates our strategic decision to acquire the company. It is particularly pleasing to note that the contract is a significant one in value and length as well as the profile of the Client, and it illustrates perfectly the type of product sale that we increasingly expect to secure through our PSS channel. PSS has now sold this market-leading product into large organisations in the US, UK and Australia; giving us an excellent platform on which to secure further sales.”

About PSS Help

PSS Help, an Eckoh Company, is a specialist systems Integrator and IVR solution provider that helps improve customer interactions. From legacy support through transition of existing architecture and innovation with the design and deployment of new solutions.

With competencies around Genesys, Aspect, Avaya, Cisco and other major contact center technologies, PSS Help delivers complete customer interactions and experiences to supporting contact center platforms and applications for service providers, telecos, healthcare, financial services, utilities, government, transport and travel markets.

PSS Help serves 150 clients in 19 countries and supports thousands of sites across the globe through offices in Chicago, New York and Dublin (CA), and international offices in Coventry, Sydney, and Singapore.

About Eckoh

Eckoh is a global provider of secure payment and customer contact solutions, working with organisations in over 10 countries around the world.

Our range of secure payment products removes customer card data from contact centres and IT environments. They are designed to help merchants reduce the risk of fraud and become compliant with the Payment Card Industry Data Security Standards (PCI DSS). Eckoh’s CallGuard product can be deployed on the customer’s site or hosted in the Cloud. It allows contact centres to take card payments from customers without their agents seeing, hearing or accessing card data in any way. We have been a PCI DSS Level One accredited Service Provider since 2010 and we currently process over $1 billion in card payments annually.

Eckoh’s customer service solutions enable payments, transactions and enquiries to be processed without the caller needing to talk to a contact centre agent. This significantly reduces our clients’ costs, whilst freeing up their agents to deal with more complex enquiries. These solutions are delivered over the phone, web and mobile devices. Eckoh is the largest provider of such hosted services in the UK.

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Tony Porter Chief Marketing and Sales Officer of PSS email

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