“I thought I would write a quick note of thanks for allowing Steve Buckley to come to England at short notice and without issue to help us with the call steering problems we’ve been facing. We have made some significant progress and Steve was a very key part of the subject matter expertise and team involvement – we would have been much weaker without him. We conducted three days of hot-housing with the client and It shows we are serious when we have someone of Steve’s experience in the thick of it, visible to the client.” –Head of Projects & Programmes – Major Mobile Provider
Thanks Scott. My week here has been very busy and the call center IVR solutions are but one of the verticals that I manage that has major deliverables. I am VERY happy thus far with the individuals. We were able to do our part in getting all the equipment/workspace and items prepared. PSS were able to immediately have excellent conversations with my staff and were very well prepared in what we needed. It seems the information from Justin was transferred to them and everyone was on the same page. I’m seeing results as well sooner than I expected this week and that is very encouraging. So all in all, a great start to this project. Project Manager – of a large Banking Corporation
“PSS has been a great IVR solution provider and partner on this project. Thank you for your help in getting the IVR Solaris upgrade completed on time and per the schedule.” –Top Ten Software Company
“I wish all our vendors had the level of support that PSS provides” IT Manager – of a casino in the Northeast
“In 7 years of working with PSS, as an IVR solution provider, the only complaint our whole team could come up with was so minor that we have no hesitation with upgrading our platform – including IVR, speech and applications with PSS so that we can continue to be a key partner” A large bank in the Midwest
“Thank You for your assistance over the last few weeks. We had some potentially nasty problems building up and flying Bryant out to assist us, as well as good quality phone support, helped us get through it. We are now running in a good state. The migration of FTC IVR off MSC6 was another piece of work where PSS assistance was appreciated at short notice” A major international telecommunications company
Mini Case Studies
We are supporting 4000 ports of Holly IVR across 7 cities for a large teloco in Australia, providing a 4 hour response with a weekly review and an monthly meeting . Our initial engagement was to set up the complete process in 30 days which we achieved
A late night Friday call from a prospective client, a major American Airline was received due to an official PO needing to be booked with the incumbent supplier which would not be possible until after the weekend and too long to resolve the issue . We managed to fix the system that night in 4 hours and in did so resolved a problem that had been outstanding within the IVR for 18 months
A quick response got a new customer
A major banking corporation we were doing some professional service work for but not providing support for called us on the weekend with a contact center problem that had arisen with the telephone switch, which the proprietary supplier could not solve. We reached out to an network of consultants and found an expert who resolved the issue.
We got a call form a large charge card supplier from their Asia office who were struggling to move to their next gen solution and could not get the IVR to work with the Cisco or Avaya. The apparent remedial action was to re write the VXMLat a cost of $200k. We said we would help with Voice Genie and Holly. We wrote our own SIP stack to have control of VOIP which we then got to work with TDM working with API with a cost that was a fraction of the quoted amount. This was the birth of our FlexxGate product.
Speech Rec Problem Solve
A major carrier customer had a problem with a speech recognition product for over a year. They could not get the platform manufacturer or the speech license provider to resolve it during 18 months. The app had caused the speech rec engine to crash. We took over support and in 3 months had fixed the problem.
Saving a Repeat Licence Purchase
A customer could not get the switch to work with the IVR solution. We had undertaken some PSO work but not support. No one could find the software licence in the back up history and the supplier had made a proposal of rebuying the license and a cost of $1509. We went through a manual process on the back up on the IVR and managed for find it and re run the licence saving nearly all of the proposed cost.
Great Long Term Support
Our support of a major telco AT&T with 4000 ports across multiple applications was measured at a 99.98 % uptime AVERAGE over a period of 8 years.
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