Read how PSS supports any IVR platform (including products from Periphonics, Nortel, Aspect, Syntellect, Envox, Edify, VoiceGenie, Nuance, or any other legacy platform) at a 25% cost savings here.

 

PSS's IVR experts have built many applications across several industries. Here are a few ideas of what we can do:

  • Loan balances & payoff amount
  • Account balance & transfer
  • Transaction history
  • ATM & branch locator
  • Claim status
  • Bill reminder, collection, & payment
  • Prescription reminders & refills
  • Patient eligibility check
  • Appointment scheduling & reminders
  • Patient notification
  • Fares & schedules
  • Flight status & information
  • Catalog/literature request
  • Order status
  • Package tracking
  • Dispatch and service completion
  • Service notification
  • Help desk
  • Customer self-service
  • License, tax & ticker reminders
  • Password reset
  • Customer surveys
  • Telephony polling
  • Emergency notifications
  • Inbound call routing
 

IVR Solutions

PSS delivers complete turnkey solutions based on several leading IVR platforms-- from simple modifications or tuning of existing applications to complete custom turnkey IVR solutions encompassing applications, platform, and integration to enterprise IT and telephony infrastructure. We'll assess your needs, build IVR applications, integrate everything to your IT and telephony infrastructure, and deploy on the hosted or premise-based platform that best fits your requirements. Then we'll support the whole solution 24x7x365 so you never worry about its performance.

Our customer self-service experts can help you identify new IVR applications that make business sense, tune existing applications for better performance, and deliver turnkey IVR solutions: Inbound or interactive outbound, DTMF or speech-enabled, VoiceXML or legacy environments.

Our experienced professional services team members have designed, developed, and deployed hundreds of custom IVR applications that help shape the customer experience for enterprises across most major industries.

Existing Application Improvements & Conversions
You can engage PSS to modify or extend your existing IVR applications no matter who wrote them initially. Often performance tuning (user interface or otherwise) can significantly improve the results you get from an existing application for a relatively modest investment in time and money.

We convert a lot of legacy applications to VoiceXML as companies transition to next generation IVR systems. We're particularly skilled at converting PeriPro applications to VoiceXML. Customers generally convert to VoiceXML when there's some additional need that triggers application work- such as the desire to add speech or a significant change or expansion of functionality.

New Application Development
We build most new applications today in industry standard VoiceXML, but we also have plenty of expertise building applications for legacy platforms such as Nortel/Periphonics VPS and MPS systems, Envox, Intervoice, Edify, or Syntellect.

When we build VoiceXML applications, we make choices so we can align with your IT practices and tools. We write a lot of java and deploy JSP on J2EE web servers, but we have .NET expertise as well.  Some customers prefer that we use GUI tools like Genesys Studio, VoiceObjects/Voxeo, or Cisco/Audium.

Complete Turnkey Solutions
Many customers prefer to have a single vendor take responsibility for a complete solution: applications, platform, and all integration to external systems. PSS provides turnkey IVR and CTI solutions led by professional project management with large project experience.  Our solutions are tailored to your needs and incorporate leading premise or hosted platforms selected to meet your technical requirements and business objectives.  We can also deliver turnkey solutions as a managed service so you won't need to dedicate internal resources to ongoing operations after the solution goes live.

Integration to IT infrastructure
Most applications require integration to external data sources or other IT applications in order to conduct transactions or present necessary information to callers.  PSS has experience integrating to both legacy and newer IT infrastructure. We can design and build web services for integration within the enterprise SOA environment, and we also have extensive experience with legacy and proprietary interfaces dating back to 3270 screen scraping.  Our FlexxBridge Transaction Server can simplify integrations to legacy systems and ease the transition to SOA-based IVR applications.

Integration to Telephony Infrastructure
PSS can integrate your IVR system to your enterprise PBX, ACD, or directly to network switches and services provided by your carrier. We have expertise in VoIP (SIP, H.323) interoperability as well as TDM (T1, E1) integration to all common switches (e.g. Nortel, Avaya, Siemens/Rolm, Cisco, Rockwell.)  Our FlexxGate Media Gateway eases the transition to VoIP for customers with networks that utilize both TDM and VoIP.

Integration to CTI Systems
IVR solutions can be more powerful when combined with CTI.  PSS can help you deploy a new CTI solution, or integrate your IVR to an existing one.

 

 
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