Service Providers

PSS service provider customers include major landline and mobile operators, cable and satellite operators, SaaS providers, and hosted IVR, CTI, and PBX service providers. Five of the top 20 service providers in the world are PSS customers.

In addition to selling directly to service providers for their own contact center infrastructure, PSS also acts as a "back office" partner for some of our customers, providing application development, integration, and support as they ramp up new enterprise customers of their own.

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Ramping Up an Australian Telco's IVR System in Just 21 Days
A large telco in Australia has a country wide deployment of legacy Nortel IVR systems running alongside its next generation Holly VoiceXML IVR systems. PSS was engaged to support and maintain the older Nortel systems during a multi-year graceful transition of all the legacy applications to the newer Holly platform. 

PSS supports several thousand ports of Nortel IVR with systems distributed across five locations in Australia: Sydney, Melbourne, Brisbane, Adelaide, and Perth.  In addition to having remote access to all systems, PSS spread 10 support experts across the five locations to ensure that we could get to any location on a moment's notice.  Should any local group be overwhelmed, support calls to PSS would be automatically routed to a backup group in another city, ensuring that each deployment location had redundant coverage from its local experts and backups in another location. 

PSS ramped up operations across Australia in just 21 days from contract signing to taking the first service call.  PSS executives went on site to help accelerate getting the processes and team in place.  The team worked closely with the telco's operations personnel on a day to day basis to get first-hand knowledge of the customer's priorities and daily concerns. This resulted in a very smooth ramp-up that earned PSS commendations from the customer even before the first support case was reported.