IVR Solution PSS (Product Support Solutions) celebrates a Decade in Business and Sees an Uptake in Contact Center Demand With Record Q1 Sales.

PSS started Q1 of 2012 as they finished 2011 with a record quarter.


The Contact Center market seems to be on the rebound as companies are refocusing on The Customer Experience and customer retention – keeping customers happy and engaged in this very competitive environment.  Part of the reason for this resurgence is the ready availability of new products and services that can keep customers engaged with a brand such as Contact Center integration to Social Media, outbound notification, chat and any-device anywhere interaction solutions.

“We expect the Contact Center to continue to play a pivotal role in the overall customer experience and loyalty to a brand,” Todd Funk, CEO explained “our capabilities, products and partnerships are well aligned with their needs as indicated by our recent record sales.”

The company which celebrates its 10th anniversary this year has been featured multiple years as the leading IVR solutions provider in the Inc. 500 list of the fastest growing US companies.  Bookings for Q1 2012 were up a staggering 700% as compared to Q1 2011 and bookings for Q4 2011 were up 200% as compared to Q4 2010.

Key to the company’s recent success is a focus on products, tools and capabilities that help enterprises de-risk the transition to the latest Contact Center technologies and innovations, eliminating the need for a total up front replacement strategy. One such tool is the Rapid Development Process called app centre – used for converting legacy proprietary IVR applications to open standards based Java and voiceXML.

Enterprises often hold back application development and conversion in the contact center due to time and cost. Application Centre reduces the development time by an average of 40% and leaves “no stone unturned” in converting legacy IVR applications as it uncovers all portions of the existing application, greatly reducing delays and unbudgeted change requests. This ensures that the new solution provides the maximum ROI and the lowest total cost of ownership. PSS works with all of the latest IVR solutions providers such as Genesys GVP 8.

In addition, an increased focus on the company’s comprehensive IVR skills has fuelled the growth. PSS IVR solutions support sustains, extends and enhances the life of legacy IVR solutions especially solutions sold by  Nortel and Intervoice. The company has always been known for its expertise in optimizing and supporting both the IVR platform and applications until the time comes to move to a new solution.

Another reason for PSS recent success is the company’s renewed focus on their Genesys partnership. Keith Ward, CTO adds “Our heritage is IVR solutions, but our own acquisitions have been focused on bringing the entire Contact Center practice and capabilities on board.  Today, we at PSS are EXPERTS in not only GVP, but:  SIP, CIM, Routing, WFM, Virtual Hold, eServices, iWD, Reporting and Analytics and all that the Genesys 8 Product Suite has to offer. To that point we are one of the first companies to implement Genesys Orchestration Server for a major service provider in AsiaPac”

Finally PSS also has become even more focussed on increasing their business on an international basis. The company has been delivering superior contact center solutions to the Global-1000 for years. Our sales have increased each of the last 3 quarters in the UK and AsiaPac. In Q1 we started focusing in Eastern Europe and the Middle East.

“While our increased focus has certainly helped us deliver these exciting numbers, it is our employees and partners, as well as the fantastic customers we have the privilege of working with every day that are the real key to our success – and I’d like to thank them” concludes Funk.

PSS (Product Support Solutions) is a specialized systems integrator for the contact center, an expert in IVR solutions and help enterprises and service providers deliver world class customer service across all customer touch points – affordably and effectively. PSS has a global presence and is trusted to provide solutions across five continents and 19 countries.

If you have any queries please contact Tony Porter EVP Marketing at PSS at tporter@psshelp.com or call +44 247699 6350.

For more information on PSS, visit www.psshelp.com