Financial Services
Financial services enterprises have traditionally been one of the largest investors in contact center infrastructure and services to handle their large call volumes. PSS customers come from most sectors of the industry, including banks, brokerages, insurers, and payment processing. Our customers range from small regional banks to five of the world’s largest financial institutions whose deployments we service on five different continents.
CTI in the Mortgage Industry
A large mortgage company relied heavily on an Internet sales vendor to deliver calls to the mortgage company's sales reps. They believed their vendor was charging for more calls than were actually taken by their sales reps, but their lack of system-wide call reporting made it difficult to know for sure. They also wanted to improve agent efficiency by routing calls more efficiently.
PSS deployed a Genesys inbound CTI solution with full reporting capabilities across the customer's six branch offices, giving them a comprehensive view of company-wide call volume and other statistics necessary to manage their call center operations. The intelligent inbound call routing was integrated to the customer's existing NEC NEAX IP-PBX systems in each branch, allowing them to route inbound calls quickly and efficiently to the most qualified sales reps across multiple locations.
For the agents PSS deployed the Genesys Desktop thin-client application, integrated to both their NEC IP-PBX systems and their home-grown CRM application. This reduced stress and increased efficiency by giving the agents "one view" at the desktop for all of their tasks. Combined with the Inbound CTI solution, this gave the customer a fully integrated IP-Based Virtual Contact Center spanning resources in six physical locations.
International IVR Integration Spans Three Continents
One of the world's largest global financial institutions retained PSS to help them transition from legacy IVR systems to next-generation IP-IVR systems in all of their international contact centers. They selected a VoiceXML-based IVR system from Holly, which natively supports a VoIP/SIP telephony interface. The customer also selected an industry-dominant gateway vendor to provide connectivity between existing TDM switches and the new IP-IVR.
It became apparent with the very first installation that the dominant gateway vendor did not support E1-Hookflash in their standard product. The gateway vendor offered to add this feature to its standard product, but only if the customer would agree to a multi-million dollar purchase commitment. With the customer feeling exploited by a major vendor, PSS demonstrated its ability to respond quickly with FlexxGate. Within 24 hours, PSS had developed and demonstrated E1-Hookflash support on its FlexxGate Media Gateway. The customer responded by deploying FlexxGate on three continents to support 100% of their international IP-IVR systems.