September 22, 2014

Contact Center Transitions: 7 Essential Tips To Stop The Madness

Call Center Support

There’s a new fitness craze sweeping across gyms everywhere. You’re on a treadmill that gets faster and faster. People fling dumbbells in your direction. These must be juggled. Every 30 seconds, the music changes. Oh, and the bottles of mineral water you need keep getting smaller.   Does This Senario Sound Familiar? If you work (Read the full article)

Genesys: Which Of These 5 Challenges Apply To You?

Frustrated agent genesys

Every time a new Genesys product emerges, there’s a hungry audience waiting to serve it up to end-users with an insatiable appetite for richer interactions. But, inevitably, the Genesys suite is getting more complex. It’s becoming harder to capitalize on the value of what you have already, never mind the tempting new features in the (Read the full article)

The Genesys Blacklist

Blacklist

I really like Netflix here in the US because it gives me the chance to “binge watch” entire seasons of television shows that I might have missed for one reason or another. I recently spent a couple of weekends getting caught up on The Blacklist, an action drama detailing what amounts to a vast, complicated (Read the full article)

Third Party Support Guide

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Are you facing a daunting decision over how and when to upgrade your contact center technology? Is it because your vendor support is about to end? Nightmarish scenarios present themselves. Huge decisions are forced on you. The option to stay with your existing vendor and to upgrade can see inescapable – regardless of what’s best (Read the full article)

What If Your Contact Center Was A Car?

Third party support

Imagine if the automobile servicing market was dominated by franchised dealers? You might purchase a new SUV and drive away, basking in the reassurance of a five-year, all-inclusive service warranty from the dealer. Years of trouble-free, happy motoring follow: Envious neighbours, happy holidays, sunsets by the beach. But then trouble strikes. What if five years (Read the full article)

Aspect 9.2 End of Life Options

While Aspect® 9.2 and Aspect® 9.3 has not yet been announced as end of life, some Aspect® customers are looking at upgrading to newer contact center solutions which may be unwanted or unbudgeted – especially when the existing technology is meeting current business needs. Cost, Risk & Time A further consideration is that would not be just a software release but involves major (Read the full article)

PSS Named Leading IVR Company In The Inc.5000

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Inc. magazine is a monthly publication founded in 1979 that focuses on growing companies. The Inc.5000 is the annual list of the top fastest growing privately helpd companies, ranked according to percentage revenue growth over a four year period. For The 6th Time PSS Features In The Inc 5000 List Of Fastest Growing Companies In The (Read the full article)

Is Your TTS Vendor Still Speaking To You?

RealSpeak TTS

Nuance, the market leader in Text-to-Speech (TTS) software, has recently announced End of Life and End of Support on some of its TTS products. For instance, Nuance RealSpeak TTS 4.5 was officially End of Support in March 2014. Unfortunately… We all know what End of Support means. It means the vendor is no longer prepared to (Read the full article)

PSS Help & Symmetrics Announce Reseller Partnership

nvision contact center reporting

PSS have announced a partnership with Symmetrics Business Intelligence, a provider of real-time, historical and call-detail reporting solutions for contact center. The nVision product suite helps address complex contact center reporting challenges. Contact Center Reporting. Under a reseller agreement, PSS Help will incorporate nVision Contact Center Reporting Suite into its portfolio of offerings aimed at (Read the full article)

Don’t Delight The Competition By Falling Over

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My family’s summer vacation took us on a nearly 4,000 mile road trip. Most people think I’m a bit odd because I relate just about everything I see to contact centers. So it came as no surprise that an experience in Keystone, SD, about 8 miles from Mount Rushmore, would be the inspiration for this (Read the full article)